What are the best practices for managing service performance across channels?

In my experience, I have found combining the various channels that customers use to contact an organization in one tool to be helpful. However, this tactic only works for chat and email-oriented channels. From this tool, a manager can then monitor the response time, customer satisfaction, and quality as well as optimize service delivery when needed.

One of the best channels we have found is direct chat on platforms like WhatsApp. It provides simple and concise responses, allowing us to provide various types of information and assist multiple customers simultaneously in a shortened period of time. Furthermore, the practice of keeping the messages every day greatly facilitates our daily monitoring and control.

I agree that communication is very important, but communication means different things to different people, it is very important to understand the language each customers speaks and find comfortable and convenient, i have worked with customers that prefer to speak via whatsapp chat, some prefer via mails and prefer via call, i think the most important part of customer service and customer satisfaction is offering quality to your customers and quality differs from people. For example when a customer wants a chair, we all know a chair should have four legs, but this customer wants a chair with 3 legs , giving this particular customer a chair with four legs isn’t quality because it doesn’t satisfy his/her needs…

Defining clear & measurable service standard, communicating the same to all stake holder is the foundation of a strong Customer service. The standards have to be in sync with the customer expectations. The process has to be flexible enough to cater to variables for example:- the turnaround time for a periodic maintenance service of a product like tractor or any other farm equipment has to be shorter during cultivation season so that customer can maximise his productivity during the short window available to him.

Identifying bottlenecks which hampers the process, simplifying process is a continuous practice to be followed. Digitization of processes helps in transparency and bring in discipline in pan geographical operations.

Listening to team members is fundamental; after all, it's these members who interact in person and can provide invaluable information and feedback about the true feelings of the customers. Meeting periodically with the team, not only to give them instructions but also to listen to their anecdotes and ideas, is crucial.

Repeat purchases by customers. And how many of our customers are positive influencers are actual measure of Customer satisfaction. The same have to be measured to gauge the effectiveness of Customer Experience.