What is Customer Service Software and When to Use It?


Wolken’s customer service software assists you in continuously developing and expanding your business by obtaining vital input from your customers on issues that are important to you.

Customer Satisfaction (CSAT) is an abbreviation for Customer Satisfaction Index, which is a key performance indicator (KPI) that is used to monitor how satisfied consumers are with your organization’s products and services. One of the simplest ways to measure customer satisfaction is using an opinion scale, which might range from 1-10, 1-3, or 1-5 points.

Customer satisfaction is a critical factor in the success of a business. The brand will falter and fall if there is a large discrepancy between what it offers and what customers want. So, how can businesses tell if their products and services are up to standards in terms of quality? Only if they ask their consumers. Using customer service software, it’s easy to find out how customers feel about their experiences with the company.

How to Measure CSAT?

  • Create Customer Satisfaction Surveys that will provide significant input from customers.
  • Circulate customer satisfaction surveys to your consumers through a variety of channels.
  • Examine the results of the customer satisfaction survey, and you will gain invaluable information.
  • Take actionable steps to enhance your business based on the survey results.

When to Use Customer Satisfaction Surveys?

When used properly, a customer satisfaction survey can provide you with high-quality feedback in a short period. In the long run, sending online surveys years after a client has interacted with you accomplishes little or nothing. The consumer would be unable to recall the context, and your surveys would go unanswered as a result.

So, when is the best time to use customer satisfaction surveys?

Immediately Following a Sales or Support Engagement

A consumer interacts with your business through several touch-points. Customers’ memories of the experience are still fresh in their thoughts immediately following interaction. Due to this, when you strive to gauge customer satisfaction, you are sure to receive user inputs from them, both positive and negative.

Apart from that, you can have an understanding of how each area of your firm interacts with its clients. CSAT is a tool for determining the level of client satisfaction at each point of contact.

Regular Intervals

An excellent approach to keep an eye on the pulse of your consumers is by sending out CSAT surveys at regular intervals. It’s critical to realize that customer satisfaction isn’t going to come easily or quickly.

It is an ongoing procedure that must be meticulously planned and coordinated. For this reason, you should make sure that your company chooses a time frame—such as monthly or quarterly—for sending out surveys to monitor customer satisfaction levels. To prevent swamping your customers with CSAT surveys, organize your resources into a customer-interaction calendar.

Customer On-boarding

Customer onboarding is often overlooked by companies in a race to acquire leads and convert them into customers. Rather than relying on the consumer to figure things out on their own, you must assist them at every stage of the way.

Customers that have a positive onboarding experience are more likely to become brand loyalists in the future, which leads to more revenue for your company. As a result, delivering CSAT surveys to new customers can help you maintain a satisfied and long-term consumer base.

Therefore, make sure to use Wolken’s customer service software and CSAT module. There’s nothing like it to optimize your business revenue. With the software, you can understand and evaluate your customers’ satisfaction level, and better aid your journey to becoming a market leader, whatever your industry.