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Report aircall The Support Visibility Playbook

The Support Visibility Playbook

How Quality Assurance Can Future-Proof Your Support Team

As consumers increasingly self-educate long before becoming customers, their decision to buy (and keep buying) often comes down to the strength of your support team. Given one negative customer service experience, more than 60 percent of consumers will abandon an intended purchase and flock to your competitor. Whether your business ships physical products or provides essential software, driving a consistently positive customer experience is vital to thriving in a crowded marketplace.

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In practice, QA includes:

  • Establishing internal and customer-facing standards and strategies
  • Onboarding and coaching agents on protocol and best practices
  • Reviewing and scoring agent-customer conversations based on internal standard