{"id":146580,"date":"2019-05-28T13:15:32","date_gmt":"2019-05-28T20:15:32","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=146580"},"modified":"2022-01-19T23:29:22","modified_gmt":"2022-01-20T07:29:22","slug":"raising-net-promoter-score","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-sg\/raising-net-promoter-score","title":{"rendered":"Raising Net Promoter Score"},"content":{"rendered":"

[vc_section vib=”enable” g_section_text=”white” m_background_color=”bgc-navy” flair=”%5B%7B%22flair_image%22%3A%22382832%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D” css=”.vc_custom_1639954970016{padding-top: 0px !important;padding-bottom: 0px !important;}”][vc_row content_placement=”middle”][vc_column width=”1\/2″][vc_column_text css=”.vc_custom_1635291790302{padding-left: 30px !important;}”]<\/p>\n

Improve your Net Promoter Score<\/h1>\n

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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

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  1. Use predictive routing<\/a> 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.<\/p>\n

    [\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_video link=”https:\/\/youtu.be\/xdIjXYoZQqs” css=”.vc_custom_1576024227820{margin-bottom: 2em !important;}”][\/vc_column][\/vc_row][\/vc_section][vc_section m_background_color=”bgc-lgray” flair=”%5B%7B%22flair_image%22%3A%22379626%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column][vc_column_text css=”.vc_custom_1635293647595{padding-bottom: 30px !important;}”]<\/p>\n

    Create a contact centre that goes beyond just calls<\/h3>\n

    [\/vc_column_text]

    ACD<\/p><\/div><\/a><\/div>

    AI-powered contact centre software<\/p><\/div><\/a><\/div>

    Analytics and reporting<\/p><\/div><\/a><\/div>

    Artificial intelligence and automation<\/p><\/div><\/a><\/div>

    Digital customer engagement<\/p><\/div><\/a><\/div>

    Inbound<\/p><\/div><\/a><\/div>

    IVR<\/p><\/div><\/a><\/div>

    Outbound<\/p><\/div><\/a><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” flair=”%5B%5D” el_class=”cta-bar”][vc_row][vc_column]

    Five steps to master
    \ndigital customer engagement<\/h3>\n
    Get the eBook<\/div><\/div><\/div><\/a>[\/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’ needs<\/h2>\n

    Unlock the data you already have on all your customer interactions and turn it into actionable information you can use to anticipate customer needs. Predictive routing from Genesys uses artificial intelligence<\/a> (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<\/a> all the information the agent needs to personalise the experience is right in front of them.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″ offset=”vc_hidden-md vc_hidden-sm vc_hidden-xs”][vc_single_image image=”339579″ alignment=”center” si_max_width=”70%”][\/vc_column][\/vc_row][\/vc_section][vc_section m_background_color=”bgc-lgray” full_width=”stretch_row” flair=”%5B%7B%22flair_image%22%3A%22379626%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row equal_height=”yes”][vc_column width=”1\/2″][vc_single_image image=”339094″ alignment=”center” img_size=”full” css=”.vc_custom_1635294956817{margin-bottom: 2em !important;padding-top: 20px !important;}” si_max_width=”90%”][\/vc_column][vc_column width=”1\/2″][vc_column_text]<\/p>\n

    Connect customer journeys across all channels<\/h2>\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 they need. It\u2019s important to provide a consistent experience across every channel. Recognise customers and use previous interactions to personalise the experience. Use a single contact centre platform that integrates your channels and has the flexibility to add new channels as customer preferences change.<\/p>\n

    See how customer journey mapping and management<\/a> brings conversations together[\/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<\/h2>\n

    Sometimes the best 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″ offset=”vc_hidden-md vc_hidden-sm vc_hidden-xs”][vc_single_image image=”9554″ alignment=”center” si_max_width=”70%”][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22flair_image%22%3A%22379626%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column]