Speaker 1 0:00

Music. Welcome to the aim podcast, where we bring you actionable insights on E commerce, customer service and AI innovation, hosted by help flow. This is your weekly guide to staying ahead in the world of E commerce. Let's dive in.

‍

Speaker 2  0:00

Ever wonder how those like top e-commerce brands just nail customer loyalty? You know, the kind that, like, really means growth, not just like good vibes. Yeah, that's what we're digging into today. Okay, like a deep dive on CS team scorecards nice. And our guide for this is to help flow a company that's worked with over 100 brands to, like, totally optimize their customer service. They've got the cheat codes, yeah? And we're gonna, like, unlock them for you. Yeah. Doesn't matter how big or small your business is.

‍

Speaker 3 0: 28

What's really cool about these scorecards is they kind of move us past that whole like, customer service is just, you know, being a nice thing, okay? It's like, strategic. It's a function. It's something you can actually, like, measure, see the impact of on your business goals.

‍

Speaker 2 0:40

Okay, so less smiles per minute and more about, like, what actual results? Yeah, I like that. But what results were we talking about?

‍

Speaker 3 0:47

Think customer loyalty, the kind that leads to higher customer lifetime value and, like, ultimately, revenue growth. Yeah, it's all connected. It's

‍

Speaker 2 0:56

funny you say customer loyalty, and I immediately think of like, those brands. I just keep going back to Yeah, almost without realizing it, yeah. And then it hits me, yeah, their customer service is always top notch. Yeah. I bet they're using something like these scorecards, yeah,

‍

Speaker 3 1:08

most likely by tracking the right. What are they called? KPIs, key performance indicators, yeah, you can, like, see what's working where there's room to improve. KPIs

‍

Speaker 2 1:19

sounds kind of intimidating, right? Break it down for me, which ones matter most when we're talking about this whole customer service world.

‍

Speaker 3 1:27

So let's start with um, CSAT, okay, your customer satisfaction score, right? This isn't just like a general Are you happy kind of thing? It's about measuring how satisfied they are with every single interaction. Oh, okay, so think of it as, like, instant feedback on how you're doing, like every touch point. So

‍

Speaker 2 1:47

we talking like those little emoji reaction buttons, yeah? Or something more in depth, there's

‍

Speaker 3 1:52

a ton of ways to measure this, you know, from emojis to full on surveys. The point is to choose what works for your brand and actually gives you useful data. Yeah? Because, like, how you ask the question can really affect the answer, yeah. And bad data helps nobody, right? You

‍

Speaker 2 2:08

don't want to be misled by your own metrics, exactly. So CS ad is the micro view. What gives us the big picture? Okay?

‍

Speaker 3 2:15

So that's where NPS comes in. Okay, your net promoter score. This one's all about loyalty advocacy. You're basically asking them, how likely are you to tell other people about us? Oh, okay, and that really reveals a lot about, like,

‍

Speaker 2 2:31

your whole relationship with the customer. So that's where those rate us on a scale of one to 10. Surveys come in exactly. But

‍

Speaker 3 2:37

NPS is more than just the number right, understanding the why behind that score. Like, are they a promoter, passive detractor? Each one gives you different info for improvement.

‍

Speaker 2 2:47

Interesting. It's almost like, what customer segmentation based on how much they like you, all right? So we've got happy interactions, overall loyalty. What other KPIs are like? Mission critical.

‍

Speaker 3 3:00

So efficiency is a big one, and that's where first contact resolution comes in. Fcr like, can you fix their problem on the first try? Minimizing that back and forth is

‍

Speaker 2 3:10

I see why no one wants to feel like they're stuck in customer service limbo, having to re explain their issue over and over

‍

Speaker 3 3:16

exactly. Yeah, high fcr shows you're on top of things. Processes are running smoothly, but you don't want to just rush through it, right? You need to balance that efficiency with quality, which brings us to average handle time or ht, oh, this is a tricky one, because you don't want to make your agents feel like they need to just close tickets as fast as possible, right? It's about finding that sweet spot, you know, where problems get solved quickly, but like, thoroughly

‍

Speaker 2 3:42

Gotcha. So we're measuring efficiency, but not at the expense of making the customer feel, you know, rushed or dismissed, right? These KPIs are painting a pretty detailed picture, Yeah, but how do we use all that to coach individual agents? That's

‍

Speaker 3 3:56

where those personalized scorecards come in. Okay? This isn't about like making agents compete with each other. It's about helping each one, you know, do their best. Yeah, yeah. And what help flow really stresses is it's not just about the what, but the how.

‍

Speaker 2 4:10

Ooh, I love a good what versus how breakdown, right? Explain.

‍

Speaker 3 4:15

So think of the what as those quantitative measures we talked about, Okay, number of tickets, average, handle time, hard data, the how is the qualitative stuff, like the art of it all? No, was the customer satisfied? Did the agent show empathy? Those things matter a lot, so

‍

Speaker 2 4:31

it's not enough to just be fast. You gotta be good too. Yeah, makes sense. Reminds me of this time I had to call my internet provider and the agent, they solved my problem so fast, yeah, but they were so robotic, like I was a number, not a person, yeah? And you know what? I switch providers soon after, yeah, that's

‍

Speaker 3 4:49

a perfect example. Speed without that human element can really backfire for which is why help flow sample scorecard is so interesting. It highlights that balance. Yeah. Numbers and like nuance.

‍

Speaker 2 5:02

I'm dying to see the scorecard. Yeah, let's dig into it.

‍

Speaker 3 5:05

We'll uncover how to use all this data to actually empower your agents, not just evaluate them.

‍

Speaker 2 5:10

Awesome. I'm into it. Cool. Okay, so we're back, and I'm ready to see this scorecard, the one that, like, balances the art and science of customer service. Okay, yeah. But first, how does help flow actually recommend using these scorecards to give feedback to agents, right? You know, in a way that helps them grow? Yeah, not like they're being micromanaged or something. Yeah, that's

‍

Speaker 3 5:32

a great point. You know, no one wants to feel punished, right? Help flow. They're all about these regular one on one reviews. So like creating that space for Open dialog, agent and manager, it's less you mess this up, and more. How can we get better together? So it's

‍

Speaker 2 5:46

collaborative approach, not like top down critique. Yeah, exactly. And

‍

Speaker 3 5:50 

something they recommend that's really cool is sharing customer verbatim, like letting agents see the actual words customers use to describe their experience. Oh,

‍

Speaker 2 6:00

yeah. It's one thing to see a number on a scorecard, right? It's another to read like a customer's heartfelt thank you. Exactly No, let's be real. They're frustrated. Rant, right? That's got to be way more impactful than any metric. Totally.

‍

Speaker 3 6:15

It connects those scores to real human emotions. Helps agents see the impact of what they do, yeah. Then taking it even further help flow recommends role playing, like

‍

Speaker 2 6:27

practicing those tough customer interactions, but like in a safe environment, exactly,

‍

Speaker 3 6:31

it's like rehearsal for handling those curveballs. And it's not just managers leading this Oh, pure feedback is encouraged too. So you're creating

‍

Speaker 2 6:39

this whole culture, yeah, of agents learning from each other, supporting each other's growth, right? That sounds way healthier than some like, hyper competitive environment, for sure,

‍

Speaker 3 6:49

teamwork makes the dream work, yeah, but let's sit back for a sec. We've talked measuring performance, giving feedback. I kind of want to get to the bottom line here, yeah, how do these improved CS metrics actually make a business grow, right? Because at

‍

Speaker 2 7:04

the end of the day, that's what matters to a business owner, right? Connect the dots for us. Think

‍

Speaker 3 7:08

of it this way, when you're giving great customer service consistently, you're creating a bunch of happy customers,

‍

Speaker 3 7:17

It's all about loyalty, right? Leads to repeat business, higher customer lifetime value. Ah,

‍

Speaker 2 7:24

so it's not just about that one time sale, right? It's about building a lasting relationship that benefits everyone, customer and business, exactly.

‍

Speaker 3 7:31

And don't forget word of mouth marketing, right? Those happy customers, they're your best ads, the

‍

Speaker 2 7:37

ultimate free advertising. People trust what their friends and family say way more than some fancy

‍

Speaker 3 7:42

ad, exactly. And these days, word of mouth is online too, right? Reviews can make or break you totally. So investing in customer service, it's investing in your reputation, yeah,

‍

Speaker 2 7:52

help flow has some great examples of how these metrics actually translate to wins for businesses. Anything stand out to you? One

‍

Speaker 3 8:00

that's really interesting is how reducing that HT average handle time can save

‍

Speaker 2 8:05

you money. Oh, is that because you can handle more inquiries with the same staff, like the team is just more efficient overall, exactly,

‍

Speaker 3 8:12

you're optimizing things, making agents able to resolve issues quickly, but still keeping the quality high. Okay? And of course, happy customers don't leave, so you're keeping that valuable customer base. Okay?

‍

Speaker 2 8:24

So it's a win, win, win. Happier customers. Efficient team the business is doing well, yeah, but here's the thing, the customer service landscape is always changing, new technologies, expectations, right? How do we keep these scorecards and strategies relevant? With all that,

‍

Speaker 3 8:38

it's about being flexible, able to adapt what worked last year might not work now. So it's not set it and forget it. No, not at all. First, your brand goals are gonna change, so your KPIs, your scorecards, they have to change too. What are you aiming for? Growth, retention, those metrics

‍

Speaker 2 8:54 

got to reflect that makes sense. Would use the same roadmap for every destination. Exactly. What about those customer expectations we were talking

‍

Speaker 3 9:01

about. Got to keep an eye on that for sure. Look at how much technology has changed the experience. We've gone from snail mail to instant chat. People expect speed. They want it personalized totally.

‍

Speaker 2 9:11

If I have to wait an hour on hold to talk to someone, I'm out of there, right, and if they don't remember me, my past interactions even less likely to stick around

‍

Speaker 3 9:19

Exactly. And then market conditions, they're always in flux, too. Economy changes, new competitors, regulations. You gotta respond

‍

Speaker 2 9:27

to all that. So you gotta be on top of the industry, the customer, the whole world, basically,

‍

Speaker 3 9:30

pretty much, yeah, it's a constant process, refinement, improvement, and that's what's so cool about it. Yeah, you're never really done with customer service. There's always room to grow.

‍

Speaker 2 9:40

It's a journey, not a destination. Yes, I like that. We covered so much ground we have, but I feel like we've only scratched the surface.

‍

Speaker 3 9:48

Oh, for sure, there's a lot more to this customer service world. Well, good

‍

Speaker 2 9:52

thing. We're not done yet. This deep dive keeps going. We're gonna delve even deeper into creating those exceptional experiences. Yeah,

‍

Speaker 3 9:58

we'll look at some cut. Edge stuff, right? And even peek into the future of customer service.

‍

Speaker 2 10:06

All right, we're back for the like, final part of our deep dive here, yeah, on CS team scorecards, and in part two, you mentioned some really cool trends coming up in the customer service world, right? What's on the horizon? Ooh,

‍

Speaker 3 10:18

get ready. We're talking artificial intelligence, chat bots that are almost like human personalization, so good, it's like mind reading. Wow, the future's gonna be wild. AI,

‍

Speaker 2 10:32

and customer service, I feel like I'm in a sci fi movie, right? But seriously, how does that work? Are we talking like robots replacing humans entirely,

‍

Speaker 3 10:41

and customer service, I feel like I'm in a sci fi movie, right? But seriously, how does that work? Are we talking like robots replacing humans entirely,

‍

Speaker 2 11:08

So it's like having this super efficient assistant doing all the busy work. Yes, your human agents can be more strategic. Exactly, focus on building those relationships. Yeah,

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Speaker 3 11:17

AI is great at speed efficiency, right? But it can't, like, replace a real human connection, yeah, for sure, it's about finding that balance.

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Speaker 2 11:27

Okay, you also mentioned hyper personalization, yeah, that sounds kind of spooky, like the customer service knows everything about me. It can

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Speaker 3 11:33

feel a bit like magic, but it's all about data. Yeah, imagine every time someone interacts with your brand you already know, like, what they bought before, right? What they looked at on your site? Their preferences, wow, maybe even their birthday,

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Speaker 2 11:45

okay, maybe not their dog's name, though, right, right? Little two person gotta draw the line somewhere,

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Speaker 3 11:54

totally. And it's not just about knowing their past, right? AI can actually predict what they might need in the future. Oh, wow, even reach out with solutions or suggestions before they have a problem, like being one step

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Speaker 2 12:06

ahead. So cool. Okay, what else is coming up in the customer service world? Well,

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Speaker 3 12:11

Omni channel support is getting big. This means you're giving the same great experience across all channels, okay? Phone, email, chat, social media, so no

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Speaker 2 12:22

matter how they contact you, the quality is the same Exactly. Customers

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Speaker 3 12:25

don't want to repeat themselves explain the same issue every time they switch from like chat to email, right? You want it smooth, integrated. That's what omni channel does. And

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Speaker 2 12:35

with all these different channels, AI probably helps manage all that. Oh

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Speaker 3 12:38

yeah, big time. AI can send those inquiries to the right agents, okay, pull up info from their past interactions, even analyze their mood to see if it's an urgent issue. So it's

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Speaker 2 12:50

like this customer service conductor making sure everything runs smoothly behind the scenes

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Speaker 3 12:53

Exactly. But with all this tech, there are some things to watch out for, you know, yeah, what should businesses keep in mind as they

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Speaker 3 13:03

biggest things, and we talked about this a bit, is making sure the technology actually makes the human element better, not worse, right?

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Speaker 2 13:09

Easy to get caught up in the latest gadget and forget that customer service is about people. Exactly.

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Speaker 3 13:14

AI is a tool. It shouldn't replace that human connection, right? We need both. You know, AI doing the heavy lifting, so human agents can build rapport, create those moments that turn customers into like super fans. So Yeah, another thing is data privacy being ethical. We're using a lot of customer data to personalize Right, right? So companies need to be open about how they're using that data.

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Speaker 2 13:42

People need to know their info is safe, not being used in ways that are creepy or break their trust.

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Speaker 3 13:47

Absolutely, transparency and trust are huge. And finally, remember, tech changes fast. Yeah, what's cool today might be old news tomorrow, so

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Speaker 2 13:57

we can't just implement the newest thing and be done. Right? Got to be constantly learning, experimenting, trying new things. Exactly.

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Speaker 3 14:03

The future of customer service is exciting, but it's always changing. Yeah, companies that can adapt find that sweet spot between tech and human connection, those are the ones that'll succeed.

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Speaker 2 14:15

This has been an amazing journey. We went from scorecard basics to AI chat bots and like mind reading personalization. It's wild to see how far we've come and how much potential there is. It really

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Speaker 3 14:28

is. It's been fun exploring this with you. Hopefully everyone listening feels like they can take what we talked about and create those amazing customer experiences no matter what the future brings.

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Speaker 2 14:38

That wraps up our deep dive into CS team scorecards. Thanks for joining us.

‍

Speaker 2  0:00

Ever wonder how those like top e-commerce brands just nail customer loyalty? You know, the kind that, like, really means growth, not just like good vibes. Yeah, that's what we're digging into today. Okay, like a deep dive on CS team scorecards nice. And our guide for this is to help flow a company that's worked with over 100 brands to, like, totally optimize their customer service. They've got the cheat codes, yeah? And we're gonna, like, unlock them for you. Yeah. Doesn't matter how big or small your business is.

‍

Speaker 3 0: 28

What's really cool about these scorecards is they kind of move us past that whole like, customer service is just, you know, being a nice thing, okay? It's like, strategic. It's a function. It's something you can actually, like, measure, see the impact of on your business goals.

‍

Speaker 2 0:40

Okay, so less smiles per minute and more about, like, what actual results? Yeah, I like that. But what results were we talking about?

‍

Speaker 3 0:47

Think customer loyalty, the kind that leads to higher customer lifetime value and, like, ultimately, revenue growth. Yeah, it's all connected. It's

‍

Speaker 2 0:56

funny you say customer loyalty, and I immediately think of like, those brands. I just keep going back to Yeah, almost without realizing it, yeah. And then it hits me, yeah, their customer service is always top notch. Yeah. I bet they're using something like these scorecards, yeah,

‍

Speaker 3 1:08

most likely by tracking the right. What are they called? KPIs, key performance indicators, yeah, you can, like, see what's working where there's room to improve. KPIs

‍

Speaker 2 1:19

sounds kind of intimidating, right? Break it down for me, which ones matter most when we're talking about this whole customer service world.

‍

Speaker 3 1:27

So let's start with um, CSAT, okay, your customer satisfaction score, right? This isn't just like a general Are you happy kind of thing? It's about measuring how satisfied they are with every single interaction. Oh, okay, so think of it as, like, instant feedback on how you're doing, like every touch point. So

‍

Speaker 2 1:47

we talking like those little emoji reaction buttons, yeah? Or something more in depth, there's

‍

Speaker 3 1:52

a ton of ways to measure this, you know, from emojis to full on surveys. The point is to choose what works for your brand and actually gives you useful data. Yeah? Because, like, how you ask the question can really affect the answer, yeah. And bad data helps nobody, right? You

‍

Speaker 2 2:08

don't want to be misled by your own metrics, exactly. So CS ad is the micro view. What gives us the big picture? Okay?

‍

Speaker 3 2:15

So that's where NPS comes in. Okay, your net promoter score. This one's all about loyalty advocacy. You're basically asking them, how likely are you to tell other people about us? Oh, okay, and that really reveals a lot about, like,

‍

Speaker 2 2:31

your whole relationship with the customer. So that's where those rate us on a scale of one to 10. Surveys come in exactly. But

‍

Speaker 3 2:37

NPS is more than just the number right, understanding the why behind that score. Like, are they a promoter, passive detractor? Each one gives you different info for improvement.

‍

Speaker 2 2:47

Interesting. It's almost like, what customer segmentation based on how much they like you, all right? So we've got happy interactions, overall loyalty. What other KPIs are like? Mission critical.

‍

Speaker 3 3:00

So efficiency is a big one, and that's where first contact resolution comes in. Fcr like, can you fix their problem on the first try? Minimizing that back and forth is

‍

Speaker 2 3:10

I see why no one wants to feel like they're stuck in customer service limbo, having to re explain their issue over and over

‍

Speaker 3 3:16

exactly. Yeah, high fcr shows you're on top of things. Processes are running smoothly, but you don't want to just rush through it, right? You need to balance that efficiency with quality, which brings us to average handle time or ht, oh, this is a tricky one, because you don't want to make your agents feel like they need to just close tickets as fast as possible, right? It's about finding that sweet spot, you know, where problems get solved quickly, but like, thoroughly

‍

Speaker 2 3:42

Gotcha. So we're measuring efficiency, but not at the expense of making the customer feel, you know, rushed or dismissed, right? These KPIs are painting a pretty detailed picture, Yeah, but how do we use all that to coach individual agents? That's

‍

Speaker 3 3:56

where those personalized scorecards come in. Okay? This isn't about like making agents compete with each other. It's about helping each one, you know, do their best. Yeah, yeah. And what help flow really stresses is it's not just about the what, but the how.

‍

Speaker 2 4:10

Ooh, I love a good what versus how breakdown, right? Explain.

‍

Speaker 3 4:15

So think of the what as those quantitative measures we talked about, Okay, number of tickets, average, handle time, hard data, the how is the qualitative stuff, like the art of it all? No, was the customer satisfied? Did the agent show empathy? Those things matter a lot, so

‍

Speaker 2 4:31

it's not enough to just be fast. You gotta be good too. Yeah, makes sense. Reminds me of this time I had to call my internet provider and the agent, they solved my problem so fast, yeah, but they were so robotic, like I was a number, not a person, yeah? And you know what? I switch providers soon after, yeah, that's

‍

Speaker 3 4:49

a perfect example. Speed without that human element can really backfire for which is why help flow sample scorecard is so interesting. It highlights that balance. Yeah. Numbers and like nuance.

‍

Speaker 2 5:02

I'm dying to see the scorecard. Yeah, let's dig into it.

‍

Speaker 3 5:05

We'll uncover how to use all this data to actually empower your agents, not just evaluate them.

‍

Speaker 2 5:10

Awesome. I'm into it. Cool. Okay, so we're back, and I'm ready to see this scorecard, the one that, like, balances the art and science of customer service. Okay, yeah. But first, how does help flow actually recommend using these scorecards to give feedback to agents, right? You know, in a way that helps them grow? Yeah, not like they're being micromanaged or something. Yeah, that's

‍

Speaker 3 5:32

a great point. You know, no one wants to feel punished, right? Help flow. They're all about these regular one on one reviews. So like creating that space for Open dialog, agent and manager, it's less you mess this up, and more. How can we get better together? So it's

‍

Speaker 2 5:46

collaborative approach, not like top down critique. Yeah, exactly. And

‍

Speaker 3 5:50 

something they recommend that's really cool is sharing customer verbatim, like letting agents see the actual words customers use to describe their experience. Oh,

‍

Speaker 2 6:00

yeah. It's one thing to see a number on a scorecard, right? It's another to read like a customer's heartfelt thank you. Exactly No, let's be real. They're frustrated. Rant, right? That's got to be way more impactful than any metric. Totally.

‍

Speaker 3 6:15

It connects those scores to real human emotions. Helps agents see the impact of what they do, yeah. Then taking it even further help flow recommends role playing, like

‍

Speaker 2 6:27

practicing those tough customer interactions, but like in a safe environment, exactly,

‍

Speaker 3 6:31

it's like rehearsal for handling those curveballs. And it's not just managers leading this Oh, pure feedback is encouraged too. So you're creating

‍

Speaker 2 6:39

this whole culture, yeah, of agents learning from each other, supporting each other's growth, right? That sounds way healthier than some like, hyper competitive environment, for sure,

‍

Speaker 3 6:49

teamwork makes the dream work, yeah, but let's sit back for a sec. We've talked measuring performance, giving feedback. I kind of want to get to the bottom line here, yeah, how do these improved CS metrics actually make a business grow, right? Because at

‍

Speaker 2 7:04

the end of the day, that's what matters to a business owner, right? Connect the dots for us. Think

‍

Speaker 3 7:08

of it this way, when you're giving great customer service consistently, you're creating a bunch of happy customers,

‍

Speaker 3 7:17

It's all about loyalty, right? Leads to repeat business, higher customer lifetime value. Ah,

‍

Speaker 2 7:24

so it's not just about that one time sale, right? It's about building a lasting relationship that benefits everyone, customer and business, exactly.

‍

Speaker 3 7:31

And don't forget word of mouth marketing, right? Those happy customers, they're your best ads, the

‍

Speaker 2 7:37

ultimate free advertising. People trust what their friends and family say way more than some fancy

‍

Speaker 3 7:42

ad, exactly. And these days, word of mouth is online too, right? Reviews can make or break you totally. So investing in customer service, it's investing in your reputation, yeah,

‍

Speaker 2 7:52

help flow has some great examples of how these metrics actually translate to wins for businesses. Anything stand out to you? One

‍

Speaker 3 8:00

that's really interesting is how reducing that HT average handle time can save

‍

Speaker 2 8:05

you money. Oh, is that because you can handle more inquiries with the same staff, like the team is just more efficient overall, exactly,

‍

Speaker 3 8:12

you're optimizing things, making agents able to resolve issues quickly, but still keeping the quality high. Okay? And of course, happy customers don't leave, so you're keeping that valuable customer base. Okay?

‍

Speaker 2 8:24

So it's a win, win, win. Happier customers. Efficient team the business is doing well, yeah, but here's the thing, the customer service landscape is always changing, new technologies, expectations, right? How do we keep these scorecards and strategies relevant? With all that,

‍

Speaker 3 8:38

it's about being flexible, able to adapt what worked last year might not work now. So it's not set it and forget it. No, not at all. First, your brand goals are gonna change, so your KPIs, your scorecards, they have to change too. What are you aiming for? Growth, retention, those metrics

‍

Speaker 2 8:54 

got to reflect that makes sense. Would use the same roadmap for every destination. Exactly. What about those customer expectations we were talking

‍

Speaker 3 9:01

about. Got to keep an eye on that for sure. Look at how much technology has changed the experience. We've gone from snail mail to instant chat. People expect speed. They want it personalized totally.

‍

Speaker 2 9:11

If I have to wait an hour on hold to talk to someone, I'm out of there, right, and if they don't remember me, my past interactions even less likely to stick around

‍

Speaker 3 9:19

Exactly. And then market conditions, they're always in flux, too. Economy changes, new competitors, regulations. You gotta respond

‍

Speaker 2 9:27

to all that. So you gotta be on top of the industry, the customer, the whole world, basically,

‍

Speaker 3 9:30

pretty much, yeah, it's a constant process, refinement, improvement, and that's what's so cool about it. Yeah, you're never really done with customer service. There's always room to grow.

‍

Speaker 2 9:40

It's a journey, not a destination. Yes, I like that. We covered so much ground we have, but I feel like we've only scratched the surface.

‍

Speaker 3 9:48

Oh, for sure, there's a lot more to this customer service world. Well, good

‍

Speaker 2 9:52

thing. We're not done yet. This deep dive keeps going. We're gonna delve even deeper into creating those exceptional experiences. Yeah,

‍

Speaker 3 9:58

we'll look at some cut. Edge stuff, right? And even peek into the future of customer service.

‍

Speaker 2 10:06

All right, we're back for the like, final part of our deep dive here, yeah, on CS team scorecards, and in part two, you mentioned some really cool trends coming up in the customer service world, right? What's on the horizon? Ooh,

‍

Speaker 3 10:18

get ready. We're talking artificial intelligence, chat bots that are almost like human personalization, so good, it's like mind reading. Wow, the future's gonna be wild. AI,

‍

Speaker 2 10:32

and customer service, I feel like I'm in a sci fi movie, right? But seriously, how does that work? Are we talking like robots replacing humans entirely,

‍

Speaker 3 10:41

and customer service, I feel like I'm in a sci fi movie, right? But seriously, how does that work? Are we talking like robots replacing humans entirely,

‍

Speaker 2 11:08

So it's like having this super efficient assistant doing all the busy work. Yes, your human agents can be more strategic. Exactly, focus on building those relationships. Yeah,

‍

Speaker 3 11:17

AI is great at speed efficiency, right? But it can't, like, replace a real human connection, yeah, for sure, it's about finding that balance.

‍

Speaker 2 11:27

Okay, you also mentioned hyper personalization, yeah, that sounds kind of spooky, like the customer service knows everything about me. It can

‍

Speaker 3 11:33

feel a bit like magic, but it's all about data. Yeah, imagine every time someone interacts with your brand you already know, like, what they bought before, right? What they looked at on your site? Their preferences, wow, maybe even their birthday,

‍

Speaker 2 11:45

okay, maybe not their dog's name, though, right, right? Little two person gotta draw the line somewhere,

‍

Speaker 3 11:54

totally. And it's not just about knowing their past, right? AI can actually predict what they might need in the future. Oh, wow, even reach out with solutions or suggestions before they have a problem, like being one step

‍

Speaker 2 12:06

ahead. So cool. Okay, what else is coming up in the customer service world? Well,

‍

Speaker 3 12:11

Omni channel support is getting big. This means you're giving the same great experience across all channels, okay? Phone, email, chat, social media, so no

‍

Speaker 2 12:22

matter how they contact you, the quality is the same Exactly. Customers

‍

Speaker 3 12:25

don't want to repeat themselves explain the same issue every time they switch from like chat to email, right? You want it smooth, integrated. That's what omni channel does. And

‍

Speaker 2 12:35

with all these different channels, AI probably helps manage all that. Oh

‍

Speaker 3 12:38

yeah, big time. AI can send those inquiries to the right agents, okay, pull up info from their past interactions, even analyze their mood to see if it's an urgent issue. So it's

‍

Speaker 2 12:50

like this customer service conductor making sure everything runs smoothly behind the scenes

‍

Speaker 3 12:53

Exactly. But with all this tech, there are some things to watch out for, you know, yeah, what should businesses keep in mind as they

‍

Speaker 3 13:03

biggest things, and we talked about this a bit, is making sure the technology actually makes the human element better, not worse, right?

‍

Speaker 2 13:09

Easy to get caught up in the latest gadget and forget that customer service is about people. Exactly.

‍

Speaker 3 13:14

AI is a tool. It shouldn't replace that human connection, right? We need both. You know, AI doing the heavy lifting, so human agents can build rapport, create those moments that turn customers into like super fans. So Yeah, another thing is data privacy being ethical. We're using a lot of customer data to personalize Right, right? So companies need to be open about how they're using that data.

‍

Speaker 2 13:42

People need to know their info is safe, not being used in ways that are creepy or break their trust.

‍

Speaker 3 13:47

Absolutely, transparency and trust are huge. And finally, remember, tech changes fast. Yeah, what's cool today might be old news tomorrow, so

‍

Speaker 2 13:57

we can't just implement the newest thing and be done. Right? Got to be constantly learning, experimenting, trying new things. Exactly.

‍

Speaker 3 14:03

The future of customer service is exciting, but it's always changing. Yeah, companies that can adapt find that sweet spot between tech and human connection, those are the ones that'll succeed.

‍

Speaker 2 14:15

This has been an amazing journey. We went from scorecard basics to AI chat bots and like mind reading personalization. It's wild to see how far we've come and how much potential there is. It really

‍

Speaker 3 14:28

is. It's been fun exploring this with you. Hopefully everyone listening feels like they can take what we talked about and create those amazing customer experiences no matter what the future brings.

‍

Speaker 2 14:38

That wraps up our deep dive into CS team scorecards. Thanks for joining us.

‍

Speaker 2  0:00

Ever wonder how those like top e-commerce brands just nail customer loyalty? You know, the kind that, like, really means growth, not just like good vibes. Yeah, that's what we're digging into today. Okay, like a deep dive on CS team scorecards nice. And our guide for this is to help flow a company that's worked with over 100 brands to, like, totally optimize their customer service. They've got the cheat codes, yeah? And we're gonna, like, unlock them for you. Yeah. Doesn't matter how big or small your business is.

‍

Speaker 3 0: 28

What's really cool about these scorecards is they kind of move us past that whole like, customer service is just, you know, being a nice thing, okay? It's like, strategic. It's a function. It's something you can actually, like, measure, see the impact of on your business goals.

‍

Speaker 2 0:40

Okay, so less smiles per minute and more about, like, what actual results? Yeah, I like that. But what results were we talking about?

‍

Speaker 3 0:47

Think customer loyalty, the kind that leads to higher customer lifetime value and, like, ultimately, revenue growth. Yeah, it's all connected. It's

‍

Speaker 2 0:56

funny you say customer loyalty, and I immediately think of like, those brands. I just keep going back to Yeah, almost without realizing it, yeah. And then it hits me, yeah, their customer service is always top notch. Yeah. I bet they're using something like these scorecards, yeah,

‍

Speaker 3 1:08

most likely by tracking the right. What are they called? KPIs, key performance indicators, yeah, you can, like, see what's working where there's room to improve. KPIs

‍

Speaker 2 1:19

sounds kind of intimidating, right? Break it down for me, which ones matter most when we're talking about this whole customer service world.

‍

Speaker 3 1:27

So let's start with um, CSAT, okay, your customer satisfaction score, right? This isn't just like a general Are you happy kind of thing? It's about measuring how satisfied they are with every single interaction. Oh, okay, so think of it as, like, instant feedback on how you're doing, like every touch point. So

‍

Speaker 2 1:47

we talking like those little emoji reaction buttons, yeah? Or something more in depth, there's

‍

Speaker 3 1:52

a ton of ways to measure this, you know, from emojis to full on surveys. The point is to choose what works for your brand and actually gives you useful data. Yeah? Because, like, how you ask the question can really affect the answer, yeah. And bad data helps nobody, right? You

‍

Speaker 2 2:08

don't want to be misled by your own metrics, exactly. So CS ad is the micro view. What gives us the big picture? Okay?

‍

Speaker 3 2:15

So that's where NPS comes in. Okay, your net promoter score. This one's all about loyalty advocacy. You're basically asking them, how likely are you to tell other people about us? Oh, okay, and that really reveals a lot about, like,

‍

Speaker 2 2:31

your whole relationship with the customer. So that's where those rate us on a scale of one to 10. Surveys come in exactly. But

‍

Speaker 3 2:37

NPS is more than just the number right, understanding the why behind that score. Like, are they a promoter, passive detractor? Each one gives you different info for improvement.

‍

Speaker 2 2:47

Interesting. It's almost like, what customer segmentation based on how much they like you, all right? So we've got happy interactions, overall loyalty. What other KPIs are like? Mission critical.

‍

Speaker 3 3:00

So efficiency is a big one, and that's where first contact resolution comes in. Fcr like, can you fix their problem on the first try? Minimizing that back and forth is

‍

Speaker 2 3:10

I see why no one wants to feel like they're stuck in customer service limbo, having to re explain their issue over and over

‍

Speaker 3 3:16

exactly. Yeah, high fcr shows you're on top of things. Processes are running smoothly, but you don't want to just rush through it, right? You need to balance that efficiency with quality, which brings us to average handle time or ht, oh, this is a tricky one, because you don't want to make your agents feel like they need to just close tickets as fast as possible, right? It's about finding that sweet spot, you know, where problems get solved quickly, but like, thoroughly

‍

Speaker 2 3:42

Gotcha. So we're measuring efficiency, but not at the expense of making the customer feel, you know, rushed or dismissed, right? These KPIs are painting a pretty detailed picture, Yeah, but how do we use all that to coach individual agents? That's

‍

Speaker 3 3:56

where those personalized scorecards come in. Okay? This isn't about like making agents compete with each other. It's about helping each one, you know, do their best. Yeah, yeah. And what help flow really stresses is it's not just about the what, but the how.

‍

Speaker 2 4:10

Ooh, I love a good what versus how breakdown, right? Explain.

‍

Speaker 3 4:15

So think of the what as those quantitative measures we talked about, Okay, number of tickets, average, handle time, hard data, the how is the qualitative stuff, like the art of it all? No, was the customer satisfied? Did the agent show empathy? Those things matter a lot, so

‍

Speaker 2 4:31

it's not enough to just be fast. You gotta be good too. Yeah, makes sense. Reminds me of this time I had to call my internet provider and the agent, they solved my problem so fast, yeah, but they were so robotic, like I was a number, not a person, yeah? And you know what? I switch providers soon after, yeah, that's

‍

Speaker 3 4:49

a perfect example. Speed without that human element can really backfire for which is why help flow sample scorecard is so interesting. It highlights that balance. Yeah. Numbers and like nuance.

‍

Speaker 2 5:02

I'm dying to see the scorecard. Yeah, let's dig into it.

‍

Speaker 3 5:05

We'll uncover how to use all this data to actually empower your agents, not just evaluate them.

‍

Speaker 2 5:10

Awesome. I'm into it. Cool. Okay, so we're back, and I'm ready to see this scorecard, the one that, like, balances the art and science of customer service. Okay, yeah. But first, how does help flow actually recommend using these scorecards to give feedback to agents, right? You know, in a way that helps them grow? Yeah, not like they're being micromanaged or something. Yeah, that's

‍

Speaker 3 5:32

a great point. You know, no one wants to feel punished, right? Help flow. They're all about these regular one on one reviews. So like creating that space for Open dialog, agent and manager, it's less you mess this up, and more. How can we get better together? So it's

‍

Speaker 2 5:46

collaborative approach, not like top down critique. Yeah, exactly. And

‍

Speaker 3 5:50 

something they recommend that's really cool is sharing customer verbatim, like letting agents see the actual words customers use to describe their experience. Oh,

‍

Speaker 2 6:00

yeah. It's one thing to see a number on a scorecard, right? It's another to read like a customer's heartfelt thank you. Exactly No, let's be real. They're frustrated. Rant, right? That's got to be way more impactful than any metric. Totally.

‍

Speaker 3 6:15

It connects those scores to real human emotions. Helps agents see the impact of what they do, yeah. Then taking it even further help flow recommends role playing, like

‍

Speaker 2 6:27

practicing those tough customer interactions, but like in a safe environment, exactly,

‍

Speaker 3 6:31

it's like rehearsal for handling those curveballs. And it's not just managers leading this Oh, pure feedback is encouraged too. So you're creating

‍

Speaker 2 6:39

this whole culture, yeah, of agents learning from each other, supporting each other's growth, right? That sounds way healthier than some like, hyper competitive environment, for sure,

‍

Speaker 3 6:49

teamwork makes the dream work, yeah, but let's sit back for a sec. We've talked measuring performance, giving feedback. I kind of want to get to the bottom line here, yeah, how do these improved CS metrics actually make a business grow, right? Because at

‍

Speaker 2 7:04

the end of the day, that's what matters to a business owner, right? Connect the dots for us. Think

‍

Speaker 3 7:08

of it this way, when you're giving great customer service consistently, you're creating a bunch of happy customers,

‍

Speaker 3 7:17

It's all about loyalty, right? Leads to repeat business, higher customer lifetime value. Ah,

‍

Speaker 2 7:24

so it's not just about that one time sale, right? It's about building a lasting relationship that benefits everyone, customer and business, exactly.

‍

Speaker 3 7:31

And don't forget word of mouth marketing, right? Those happy customers, they're your best ads, the

‍

Speaker 2 7:37

ultimate free advertising. People trust what their friends and family say way more than some fancy

‍

Speaker 3 7:42

ad, exactly. And these days, word of mouth is online too, right? Reviews can make or break you totally. So investing in customer service, it's investing in your reputation, yeah,

‍

Speaker 2 7:52

help flow has some great examples of how these metrics actually translate to wins for businesses. Anything stand out to you? One

‍

Speaker 3 8:00

that's really interesting is how reducing that HT average handle time can save

‍

Speaker 2 8:05

you money. Oh, is that because you can handle more inquiries with the same staff, like the team is just more efficient overall, exactly,

‍

Speaker 3 8:12

you're optimizing things, making agents able to resolve issues quickly, but still keeping the quality high. Okay? And of course, happy customers don't leave, so you're keeping that valuable customer base. Okay?

‍

Speaker 2 8:24

So it's a win, win, win. Happier customers. Efficient team the business is doing well, yeah, but here's the thing, the customer service landscape is always changing, new technologies, expectations, right? How do we keep these scorecards and strategies relevant? With all that,

‍

Speaker 3 8:38

it's about being flexible, able to adapt what worked last year might not work now. So it's not set it and forget it. No, not at all. First, your brand goals are gonna change, so your KPIs, your scorecards, they have to change too. What are you aiming for? Growth, retention, those metrics

‍

Speaker 2 8:54 

got to reflect that makes sense. Would use the same roadmap for every destination. Exactly. What about those customer expectations we were talking

‍

Speaker 3 9:01

about. Got to keep an eye on that for sure. Look at how much technology has changed the experience. We've gone from snail mail to instant chat. People expect speed. They want it personalized totally.

‍

Speaker 2 9:11

If I have to wait an hour on hold to talk to someone, I'm out of there, right, and if they don't remember me, my past interactions even less likely to stick around

‍

Speaker 3 9:19

Exactly. And then market conditions, they're always in flux, too. Economy changes, new competitors, regulations. You gotta respond

‍

Speaker 2 9:27

to all that. So you gotta be on top of the industry, the customer, the whole world, basically,

‍

Speaker 3 9:30

pretty much, yeah, it's a constant process, refinement, improvement, and that's what's so cool about it. Yeah, you're never really done with customer service. There's always room to grow.

‍

Speaker 2 9:40

It's a journey, not a destination. Yes, I like that. We covered so much ground we have, but I feel like we've only scratched the surface.

‍

Speaker 3 9:48

Oh, for sure, there's a lot more to this customer service world. Well, good

‍

Speaker 2 9:52

thing. We're not done yet. This deep dive keeps going. We're gonna delve even deeper into creating those exceptional experiences. Yeah,

‍

Speaker 3 9:58

we'll look at some cut. Edge stuff, right? And even peek into the future of customer service.

‍

Speaker 2 10:06

All right, we're back for the like, final part of our deep dive here, yeah, on CS team scorecards, and in part two, you mentioned some really cool trends coming up in the customer service world, right? What's on the horizon? Ooh,

‍

Speaker 3 10:18

get ready. We're talking artificial intelligence, chat bots that are almost like human personalization, so good, it's like mind reading. Wow, the future's gonna be wild. AI,

‍

Speaker 2 10:32

and customer service, I feel like I'm in a sci fi movie, right? But seriously, how does that work? Are we talking like robots replacing humans entirely,

‍

Speaker 3 10:41

and customer service, I feel like I'm in a sci fi movie, right? But seriously, how does that work? Are we talking like robots replacing humans entirely,

‍

Speaker 2 11:08

So it's like having this super efficient assistant doing all the busy work. Yes, your human agents can be more strategic. Exactly, focus on building those relationships. Yeah,

‍

Speaker 3 11:17

AI is great at speed efficiency, right? But it can't, like, replace a real human connection, yeah, for sure, it's about finding that balance.

‍

Speaker 2 11:27

Okay, you also mentioned hyper personalization, yeah, that sounds kind of spooky, like the customer service knows everything about me. It can

‍

Speaker 3 11:33

feel a bit like magic, but it's all about data. Yeah, imagine every time someone interacts with your brand you already know, like, what they bought before, right? What they looked at on your site? Their preferences, wow, maybe even their birthday,

‍

Speaker 2 11:45

okay, maybe not their dog's name, though, right, right? Little two person gotta draw the line somewhere,

‍

Speaker 3 11:54

totally. And it's not just about knowing their past, right? AI can actually predict what they might need in the future. Oh, wow, even reach out with solutions or suggestions before they have a problem, like being one step

‍

Speaker 2 12:06

ahead. So cool. Okay, what else is coming up in the customer service world? Well,

‍

Speaker 3 12:11

Omni channel support is getting big. This means you're giving the same great experience across all channels, okay? Phone, email, chat, social media, so no

‍

Speaker 2 12:22

matter how they contact you, the quality is the same Exactly. Customers

‍

Speaker 3 12:25

don't want to repeat themselves explain the same issue every time they switch from like chat to email, right? You want it smooth, integrated. That's what omni channel does. And

‍

Speaker 2 12:35

with all these different channels, AI probably helps manage all that. Oh

‍

Speaker 3 12:38

yeah, big time. AI can send those inquiries to the right agents, okay, pull up info from their past interactions, even analyze their mood to see if it's an urgent issue. So it's

‍

Speaker 2 12:50

like this customer service conductor making sure everything runs smoothly behind the scenes

‍

Speaker 3 12:53

Exactly. But with all this tech, there are some things to watch out for, you know, yeah, what should businesses keep in mind as they

‍

Speaker 3 13:03

biggest things, and we talked about this a bit, is making sure the technology actually makes the human element better, not worse, right?

‍

Speaker 2 13:09

Easy to get caught up in the latest gadget and forget that customer service is about people. Exactly.

‍

Speaker 3 13:14

AI is a tool. It shouldn't replace that human connection, right? We need both. You know, AI doing the heavy lifting, so human agents can build rapport, create those moments that turn customers into like super fans. So Yeah, another thing is data privacy being ethical. We're using a lot of customer data to personalize Right, right? So companies need to be open about how they're using that data.

‍

Speaker 2 13:42

People need to know their info is safe, not being used in ways that are creepy or break their trust.

‍

Speaker 3 13:47

Absolutely, transparency and trust are huge. And finally, remember, tech changes fast. Yeah, what's cool today might be old news tomorrow, so

‍

Speaker 2 13:57

we can't just implement the newest thing and be done. Right? Got to be constantly learning, experimenting, trying new things. Exactly.

‍

Speaker 3 14:03

The future of customer service is exciting, but it's always changing. Yeah, companies that can adapt find that sweet spot between tech and human connection, those are the ones that'll succeed.

‍

Speaker 2 14:15

This has been an amazing journey. We went from scorecard basics to AI chat bots and like mind reading personalization. It's wild to see how far we've come and how much potential there is. It really

‍

Speaker 3 14:28

is. It's been fun exploring this with you. Hopefully everyone listening feels like they can take what we talked about and create those amazing customer experiences no matter what the future brings.

‍

Speaker 2 14:38

That wraps up our deep dive into CS team scorecards. Thanks for joining us.

‍
Speaker 1 14:43

‍
thanks for listening to the aim podcast. If you found today's episode helpful, make sure to subscribe and follow us on social media for more insights that will help your E commerce brand grow until next time, keep aiming for success. You.