Let’s say one of your customer care agents just delivered excellent service to an end customer and gets a raving review on a post-interaction customer NPS survey.
“That one’s in the bag; who’s next in line?” the agent exclaims with joy!
What happens next with your end customer? You can only hope they spread the word of their great service experience to friends and family.
What if you make the most out of this and continue interacting with your customer just for a bit longer?
In busy contact center environments, efficiency is key. Prolonging post-interactions is not usually viable – especially when an issue has been resolved successfully. However, saving an end customer’s day might be a big deal, and if they take time to give great feedback – why not boost your relationship with that promoter? Showing customers that you’re listening and taking positive action based on their feedback can build even more loyalty. We call this concept the Promoter Booster™.
How does the Promoter Booster™ work?
- Your end customer gives you a positive Net Promoter Score rating (9 or 10) and provides you with open feedback.
- The positive feedback is automatically redirected to the customer care agent who simply clicks a button in the ticket to send a pre-written reply to the customer.
- The customer receives the agent’s response and is delighted that the feedback has been seen and made a positive impact on the company.
- The customer openly tells the story about the excellent service that they received and the new personal, empathetic connection they built with the company.
Before you start the promoter booster process, ask your frontline agents to compose a response template that they can send to customers who give them great feedback. The response template can be modified when necessary, but the point is that it can be sent with the press of a button.
You can personalise the response message to include the customer’s name and further humanise it with the agent’s information. The more personal your customer care, the better. That is why The Promoter Booster works so well to promote empathy and real human relationships in your support environment.
You can use the following example response message to get started with implementing your very own Promoter Booster™:
Thanks for your feedback and your kind words. I’m so happy to hear I was able to help you.
I appreciate you took the time to write in.
If ever you are having concerns in the future, please don’t hesitate to reach out. We’re more than happy to assist you.
Thanks for contacting Rocket Warehouse Support and making my day!
Have a Great Day!
Stay happy and fly high!
The Promoter Booster™ can be beneficial in many ways. The added positive interaction creates a great experience for both the end customer and the frontline agent. This means better customer and agent relationships that impact your bottom line, lower customer churn and employee turnover and increase customer promotion and loyalty.