Meet your customer support agents by using MetricsFlare

Measuring the pulse of your client is your guide in the world of business development. It allows you and your business to grow in the right direction. But do you agree that without a team of superheroes called customer support agents that would be pretty hard?

Yes, we think so too. Therefore it’s important to focus on your customer support agents. They are the people who leave the very first impression on your customers. The key is to choose the right people for this role. To define a profile that corresponds to the company’s culture and what your company wants to communicate to end-users. Remember, there is no second first impression. If you ever wondered if there is a platform that can help you learn more about your superhero agents then this is your lucky day. Let us show you the magic of MetricFlare!

Data that you and your superheroes need in one place

By using MetricsFlare admin can have an overview of all of his agents from one department. Sales, support, or marketing. An overview of all customer support agents in one place, with the total number of comments received. As well as the average rating. Having all your superhero agents listed in one place with all the average ratings and resolved tickets saves time. You don’t need to run around looking for each statistic individually. When you have important information about the status of agents in one place, it is easier for you to consider further steps in improving them. The focus is on extracting the most important information for the reporting type for management in one location. This way you are saving your time, among other things. This is something that can be embedded and used as a report.

The main benefits of having everything in one place

These teams are the most important bond in communication with the client. Things can work out if the support team knows how to calm the user and listen to him. This is another positive aspect of monitoring user performance. If the service is great, it will not only affect customer retention but also the competition. Having all data in one place shows you how well you have prepared employees for their position.

Help your superheroes

When your customer support agents face bad performance this is the time to be there for them. MetricsFlare can show you why that happened. You can help by providing them with additional education. Sometimes the problem can involve a language barrier. In this case, you can expand your team with a new member that has the skills your team is missing. Back in the days’ agents were required to know everything about the product. Today the role of an agent reached a whole new level. They also need to be empathetic, patient, and communicative.

According to the user’s comments, an area can be detected in which the agent may not have left a great impression. Whether it is about the speed of solving the task, lack of interaction, or empathy. These are things that indicate what can be improved in the team.

Are you ready to start using MetricsFlare?

The amazing team from MetricsFlare also thought about the importance of quick action. Therefore, they added a feature. User comments arrive immediately on the email and mobile phone of the agent and the administrator himself after being posted. This is an important step in retaining users. Yes, even if a mistake is made, and a comment has already been posted, the sooner the agent or manager can fix the situation. So it is important to have insight into the information in real-time. Above all, a culture of openness and transparency is created. Because people are the most important part of the company. At the end of the day, happy agents certainly are successful agents.

Until our next blog check out how does MetricsFlare affect product development and visit MetricsFlare to start your customer journey today! 🙂