What is the role of onshore support teams in ensuring customer satisfaction, and how do they measure and report on it?

The onshore support team’s role is not just limited to resolving customer issues. They also play a crucial role in providing a positive customer experience. The onshore support team members need to be empathetic, patient, and good listeners. They need to understand the customer’s perspective and provide a solution that meets their needs. The onshore support team’s ability to provide a positive customer experience is directly proportional to the customer’s satisfaction with the product or service.

How Onshore Support Teams Measure and Report on Customer Satisfaction :

Measuring customer satisfaction is essential to understand how customers perceive the product or service and the level of satisfaction they have with it. There are various methods used by onshore support teams to measure customer satisfaction. Some of the most common methods are:

1. Customer Feedback Surveys : Customer feedback surveys are one of the most effective ways to measure customer satisfaction. Surveys can be conducted through various channels such as email, phone, or chat. The onshore support team can ask customers to rate their experience with the product or service and provide feedback on areas that need improvement.
2. Net Promoter Score (NPS) : The Net Promoter Score (NPS) is a popular method used to measure customer satisfaction. It is calculated based on the customer’s response to a single question: “How likely are you to recommend our product or service to a friend or colleague?” On a scale of 0 to 10, customers can rate their likelihood. The NPS score is computed by dividing the percentage of detractors (customers who rate 0-6) by the percentage of promoters (customers who rate 9-10).
3. Customer Churn Rate : Customer churn is the percentage of customers who discontinue utilizing a product or service over a specific time. A high churn rate indicates that customers are not satisfied with the product or service. Onshore support teams can measure the churn rate and work with the customer-facing teams to identify the reasons for customer churn.

Once the onshore support teams have measured customer satisfaction, they need to report on this metric to the relevant stakeholders. Reporting on customer satisfaction helps in identifying areas that need improvement and taking corrective actions. Some of the common ways in which onshore support teams report on customer satisfaction are:

1. Monthly or Quarterly Reports : Onshore support teams can create monthly or quarterly reports on customer satisfaction. These reports can include metrics such as NPS, customer churn rate, and customer feedback. The reports can be shared with the relevant stakeholders such as the customer-facing teams, technical teams, and senior management team.
2. Real-Time Dashboards : Real-time dashboards provide a quick overview of customer satisfaction metrics. Onshore support teams can create dashboards that display customer satisfaction metrics such as NPS, customer feedback, and customer churn rate. These dashboards can be shared with the relevant stakeholders, and they can track customer satisfaction in real time.
3. Ad-hoc Reports : Ad-hoc reports are created to address specific questions or concerns related to customer satisfaction. Onshore support teams can create ad-hoc reports to analyze customer feedback on a specific issue or product feature. These reports can help in identifying the root cause of customer issues and taking corrective actions.

Conclusion :

Onshore support teams play a critical role in ensuring customer satisfaction. They are responsible for providing technical support, resolving customer issues, and providing a positive customer experience. By measuring and reporting on customer satisfaction, onshore support teams help in identifying areas that need improvement and taking corrective actions. Ultimately, customer satisfaction is the key to retaining customers, building brand loyalty, and driving revenue, and onshore support teams play a crucial role in achieving this.