{"id":14615,"date":"2018-06-08T18:06:19","date_gmt":"2018-06-08T18:06:19","guid":{"rendered":"https:\/\/www.genesys.com?page_id=14615"},"modified":"2019-07-18T15:18:12","modified_gmt":"2019-07-18T22:18:12","slug":"raising-net-promoter-score","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-gb\/better-results\/raising-net-promoter-score","title":{"rendered":"Raising Net Promoter Score"},"content":{"rendered":"

[vc_section full_width=”stretch_row” el_class=”section_header” css=”.vc_custom_1530113318995{background-image: url(https:\/\/www.genesys.com\/media\/0618-Customer-Experience-Achieve-Better-Results.jpg?id=16689) !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column width=”1\/2″][vc_column_text]<\/p>\n

Boost your company\u2019s Net Promoter Score<\/h1>\n

[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” el_class=”cta-bar” css=”.vc_custom_1522458207688{padding-top: 0px !important;padding-bottom: 0px !important;}”][vc_row full_width=”stretch_row” css=”.vc_custom_1522458201976{padding-top: 0px !important;padding-bottom: 0px !important;}”][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row equal_height=”yes” el_class=”mobile-reverse”][vc_column width=”1\/2″][vc_column_text]<\/p>\n

Three best practices for the contact centre<\/h2>\n

Net Promoter Score (NPS) is a key indicator of customer loyalty. These three best practices deliver a customer experience that increases your NPS:<\/p>\n

    \n
  1. Use predictive routing to anticipate your customers\u2019 needs and direct them to the team member who can best help them.<\/li>\n
  2. Create a connected customer journey with personalised interactions across all channels.<\/li>\n
  3. Finally, don\u2019t overlook the power that proactive communication has in building loyalty. Reach out to customers to share information and resolve problems, instead of waiting for them to contact you.<\/li>\n<\/ol>\n

    Keep reading for more details on how to begin improving your Net Promoter Score.
    \n[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_video link=”https:\/\/youtu.be\/WqDHWrLsdik” css=”.vc_custom_1526703382396{margin-bottom: 2em !important;}”][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” el_class=”section_light-gray”][vc_row][vc_column][vc_column_text]<\/p>\n

    Learn more about…<\/h3>\n

    [\/vc_column_text]

    <\/div>

    Predictive routing<\/h4><\/div>

    Predictive routing<\/h4>

    Use AI to match customers to the employees most likely to deliver the best service and KPIs in real time.<\/p>

    Find out more<\/span><\/div><\/div><\/a><\/div>

    Unified communications and collaboration<\/h4><\/div>

    Unified communications and collaboration<\/h4>

    Enable easy collaboration and communications \u2014 all from a single platform or third-party solution. <\/p>

    Find out more<\/span><\/div><\/div><\/a><\/div>

    Forecasting & Decisions<\/h4><\/div>

    Forecasting & Decisions<\/h4>

    Plan better with Decisions, a vendor-agnostic, what-if analysis, staff- and budget-planning system for contact centres.<\/p>

    Find out more<\/span><\/div><\/div><\/a><\/div>

    Inbound<\/h4><\/div>

    Inbound<\/h4>

    Make it easy to connect with your business. Offer support and exceed expectations across channels. <\/p>

    Find out more<\/span><\/div><\/div><\/a><\/div><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” disable_element=”yes” el_class=”cta-bar”][vc_row][vc_column]

    Personalise customer service and raise NPS with an omnichannel agent desktop<\/h3>
    Read the eBook<\/a><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row equal_height=”yes” content_placement=”middle” el_class=”mobile-reverse”][vc_column width=”2\/3″][vc_column_text]<\/p>\n

    Anticipate your customers\u2019 needs<\/h3>\n

    Unlock the data that you already have on all of your customer interactions. Turn it into actionable information that you can use to anticipate customer needs. Predictive routing uses artificial intelligence (AI) and machine learning to mine your valuable data. Create the best match for every customer, whether it\u2019s self-service informed by use cases and customer data, or a live agent with the ability to create the desired business outcome. With an omnichannel desktop, all of the information that the agent needs to personalise the experience is right in front of them.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″]

    <\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” el_class=”section_light-gray”][vc_row equal_height=”yes” content_placement=”middle”][vc_column width=”1\/2″][vc_single_image image=”9193″ alignment=”center” img_size=”full” css=”.vc_custom_1525989451180{margin-bottom: 2em !important;}”][\/vc_column][vc_column width=”1\/2″][vc_column_text]<\/p>\n

    Connect customer journeys across all channels<\/h3>\n

    Customer journeys rarely occur on a single channel. They might begin on a website or mobile app, move into social or SMS, and then turn into a phone call when your customer can\u2019t get the answer that they need. It\u2019s important to provide a consistent customer experience across every channel. Recognise and use previous interactions to personalise the experience. Use a single customer experience platform that integrates your channels and has the flexibility to add new channels as customer preferences change.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row equal_height=”yes” content_placement=”middle” el_class=”mobile-reverse”][vc_column width=”2\/3″][vc_column_text]<\/p>\n

    Be proactive, personalised and relevant<\/h3>\n

    Sometimes the best customer experiences involve proactively informing customers or solving their problems without them having to contact you. When you send highly personalised, timely and relevant notifications through your customer\u2019s preferred channel, you create effortless interactions and improve engagement. Proactive notifications could include order confirmations, fraud alerts, outage notifications, payment confirmations and more.<\/p>\n

    The key to using proactive and automated communications to build relationships is to make it intuitive. Make it easy for customers to contact you and engage an agent for additional help when needed.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″]

    <\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” css=”.vc_custom_1524592474572{background-color: #f3f3f3 !important;}”][vc_row][vc_column][vc_column_text]<\/p>\n

    \u201cVodacom already had the highest NPS across consumer and enterprise, but we didn\u2019t want to rest on our laurels. We want to be the world\u2019s best for customer experience\u2014so we built NPS into the agent\u2019s desktop. After each contact they get a score and adjust their behaviour based on feedback\u201d.<\/p>\n

    David Morrow,\u00a0Managing Executive for Digital & Customer Experience,\u00a0Vodacom[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text]<\/p>\n

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    [vc_section full_width=”stretch_row” el_class=”section_header” css=”.vc_custom_1530113318995{background-image: url(https:\/\/www.genesys.com\/media\/0618-Customer-Experience-Achieve-Better-Results.jpg?id=16689) !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column width=”1\/2″][vc_column_text] Boost your company\u2019s Net Promoter Score [\/vc_column_text][\/vc_column][vc_column width=”1\/2″][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” el_class=”cta-bar” css=”.vc_custom_1522458207688{padding-top: 0px !important;padding-bottom: 0px !important;}”][vc_row full_width=”stretch_row” css=”.vc_custom_1522458201976{padding-top: 0px !important;padding-bottom: 0px !important;}”][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row equal_height=”yes” el_class=”mobile-reverse”][vc_column width=”1\/2″][vc_column_text] Three best practices for the contact centre Net Promoter Score (NPS) is a key indicator of customer loyalty. These three best […]<\/p>\n","protected":false},"author":1,"featured_media":9402,"parent":14600,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-14615","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/14615","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/comments?post=14615"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/14615\/revisions"}],"predecessor-version":[{"id":159531,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/14615\/revisions\/159531"}],"up":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/14600"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/9402"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=14615"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}