How is the number of customer responses related to a low CSAT?
If we dig deeper into why customer responses grew out of proportion in scenarios with low CSAT scores, there could be two possible reasons.
1. The issue might've been complex and required many steps, hence the back-and-forth interactions.
2. There could have been a lack of proper communication and clarity in the customer service interaction. The customer is left feeling anxious and helpless, leading to frequent follow-ups to know if any steps are being taken to resolve the query.
But how do you identify if it’s the first or second situation so you can take appropriate actions to fix it?
Check your response times. Even in tickets with several interactions, as long as the customer and agent response count and response times are in sync, you can rest assured that your customers are being heard and not neglected.
Poor communication - The #1 reason for low CSAT
Now poor communication doesn't necessarily mean that your agents didn’t listen to the customer and solve their problem.
Sometimes, agents might’ve taken steps to fix the issue and marked a ticket as resolved without responding to the customer. The agents would’ve done simple, immediate fixes, which they assumed didn’t warrant a response.
The customer’s issue is resolved, but the customer is not happy with the process. Ample training in support etiquette would reveal that a simple ‘fixed it’ response would’ve done wonders to the CSAT score.
Another upsetting scenario in the case of low scores could be agents finding ‘hacks’ to bypass looming SLAs. They could be raising duplicate tickets for the same query and then closing the original, often to hit internal SLA and query goals.
And the worst part is that your organization might assume that it’s providing excellent customer service with low-resolution times and a high percentage of resolved cases. However, in reality, your customers are frustrated with your clogged and slow communication.
