Customer Experience (CX) is the most significant thing that your business provides, regardless of what it sells. CX is the experience that customers have when dealing with your company.
It determines whether people are interested in purchasing from you, how much they spend, and how committed they are to your brand.
According to a Forbes study, 65% of consumers stated they would remain loyal to a company for a long time if they regularly have a pleasant experience with it across their contacts.
Making sure your clients have a positive experience is therefore crucial for developing lasting relationships with them and raising the value they eventually contribute to your company.
Making sound choices depends on having a strong grasp of the ability to analyse sales and customer experience (CX) data. However, searching through complex data might be confusing for non-technical people.
MyOperator products, including cloud call center software provide a user-friendly CX & Sales Analytics Dashboard to address this challenge, enabling non-technical users to leverage the power of data to enhance sales and customer service procedures.
Why CX & Sales Analytics Matter for Your Business?
Customer Experience (CX) metrics show you how your customers feel when they interact with your business. This enables you to determine whether they feel satisfied or not and what you may do to improve their level of happiness.
Did you know? According to Harvard Business Review research, businesses that use data-driven sales methods get a 5- to 6% increase in revenue over competitors.
When customers are satisfied, they are more inclined to repurchase from you and recommend your company to their friends, which can result in an increase in sales.
On the other hand, sales analytics make it possible for you to monitor how well your company is performing in terms of selling its products and services.
You may see how many sales you generate, your revenue, and the most well-liked products and services you offer.
This insight is crucial since it supports goal-setting, the development of sales strategies, and the identification of potential areas for increased revenue.
CX & Sales Analytics are essentially a set of smart frames that allow you to view what your consumers like and dislike as well as how well your company is performing.
With the help of this valuable information, you can increase sales, delight customers, and grow your business.
Sales & Customer Services: Learning About Key Metrics Aligned with MyOperator Products
Every business needs to evaluate important customer service and revenue KPIs.
These indicators help in determining areas for growth, assessing overall performance, and ensuring client happiness.
Let us explore some key metrics that are strongly related to the solutions from MyOperator:
1. Outgoing Calls
It is essential to keep track of how many calls the sales and customer service teams make.
This measure shows how proactive they are in contacting potential consumers or responding to client questions and issues.
It can also help in determining the effectiveness and production of the teams.
For non-technical persons, outgoing calls matric is useful since it offers a simple way to assess the activity and productivity of the sales and customer support teams.
Non-technical people can easily keep track of the teams’ calls, which demonstrates how proactive they are in contacting potential clients and responding to customer concerns.
2. Corporate Line
Keeping track of the usage of the corporate line can provide valuable insights into the communication effectiveness of the teams.
This includes features like call recordings, WhatsApp API integration, and CRM synchronization, which boosts productivity.
The smart virtual business number makes dialling easier, optimising sales and customer service operations.
Note: It includes a simple dialer app and trackable virtual numbers for remote teams.
MyOperator Corporate line benefits non-tech people by offering user-friendly features that streamline communication and improve customer experiences:
Provision Smart Numbers
Non-tech individuals can easily provide employees with smart numbers without the hassle of provisioning corporate SIM cards. This allows for flexible and efficient communication without the need for complex technical setups.
Centralised Communication
The platform enables businesses to centralise all communication activities, including calls, messages, and voicemails, through a single platform. Non-tech people can manage and monitor these interactions in a unified manner, simplifying communication management.
Integration with CRMs
The Corporate Line integrates seamlessly with CRMs, benefiting the sales team. People with less technical know-how can optimise their time and customer experiences by automating the reconciliation of customer interactions with the CRM data.
Voice & WhatsApp Engagement
The platform allows non-tech customer executives to handle both voice calls and WhatsApp for business engagements with customers using the same number. This simplifies customer interactions and ensures a consistent experience across different communication channels.
3. Incoming Calls Received from the IVR or a Toll-free Number
It is possible to learn more about consumer preferences, the success of marketing initiatives, and the amount of interest in products by analysing the incoming calls from toll-free lines or interactive voice response (IVR) systems.
This information can help you improve IVR scripts and phone interactions with customers.
Through the IVR or toll-free number, non-technical people can simply track, gain insights, and evaluate the volume of incoming calls.
It helps them determine the level of customer interest in and engagement with their products or services.
Non-technical employees can identify popular products or frequently asked questions by monitoring these parameters, allowing them to adjust their marketing strategies and customer support replies accordingly.
4. Bigin CRM Integration for Customer Service
It is possible to handle data effectively and gain deeper customer insights by integrating customer service operations with a CRM platform like Bigin.
The number of cases logged, resolution timeframes, customer satisfaction scores, and the proportion of cases escalated to higher levels are important metrics in this regard.
Non-technical users can quickly access and update customer information within the CRM, allowing for a centralised and structured database of customer information.
This CRM integration makes it simpler to reply quickly and provides individualised help by enabling effective tracking of customer questions, support requests, and feedback.
Also, now you can choose from pre-defined templates or customise the CRM for your business in no time with Bigin. Isn’t that a great thing for all the non-tech peers out there?
5. Freshworks for Sales
Metrics tracking within Freshworks or any sales CRM software is crucial when examining sales performance.
The number of leads generated, conversion rates, transaction sizes, lengths of sales cycles, and victory rates are important indicators.
Sales managers can use this information to pinpoint top-performing salespeople and streamline the sales procedure.
Freshworks for Sales has a user-friendly and easy-to-use interface that requires little to no technical experience, making it useful for non-technical people.
It streamlines the sales process, making it simple for non-technical people to manage leads, track customer contacts, and assess sales effectiveness.
It enables non-tech people to effectively manage sales tasks, streamline communication, and increase revenue without primarily depending on technical abilities owing to its simple-to-use features and automated workflows.
Final Thoughts
With easy-to-understand visualizations and intuitive features, getting started with the dashboard is straightforward.
By leveraging such tools, non-tech individuals can make data-driven decisions, optimise sales strategies, and enhance customer satisfaction without the need for technical expertise.
It empowers them to drive business growth and success by putting valuable insights at their fingertips.
