Customer Service Quality Handbook: Conversation Reviews

Free
Free resource by
Customer
ebook by
Are you
Klaus
ebook cover

If you aren’t reviewing your customer support conversations (basically a customer service quality assurance audit), you’re missing opportunities to improve your support process. Externally, conversation reviews can help reduce churn systematically or on an individual level. But within your organization, these audits also help build an internal quality score. Ditch the CSAT and NPS scores as the sole barometers of CS team success – collect your own data with this free resource for customer teams.

request from publisherstart readingshare with a friend
This link contains flashing images. You can also get the book by emailing hello@nonfik.com

you should read this ebook if...

  • You work on “quality assurance” within your customer support team
  • You're generally interested in learning what support QA does or to what end conversation reviews serve
  • You need a full breakdown on how to build a support team review process or conduct the conversation reviews themselves

about this ebook

Just like any truly great product, building out your customer review process starts with a vision. What is it you’re specifically after with these reviews? What are you looking to uncover, track, or work toward? Take a look at your revenue teams and product model as a whole, the current customer experience, and your overall customer base to figure this one out. Then it’s time to move on to actually establishing a scoring methodology, review criteria, and the review procedure itself. There are several ways to conduct and rate these quality overviews that are outlined here. Depending on your organization, for example, peer…

If you aren’t reviewing your customer support conversations (basically a customer service quality assurance audit), you’re missing opportunities to improve your support process. Externally, conversation reviews can help reduce churn systematically or on an individual level. But within your organization, these audits also help build an internal quality score. Ditch the CSAT and NPS scores as the sole barometers of CS team success – collect your own data with this free resource for customer teams.

Customer Service...KlausHelpdesk & DocumentationCustomer Service Quality Handbook: Conversation ReviewsUsers and customers have problems, and most of the time, they need your help solving them. When the tickets are pouring in and the customer team is feeling the heat, the importance of running a tight ship becomes more apparent than ever. Get your helpdesk, ticket management, and support documentation up to snuff with these resources.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.Customer Service...KlausHelpdesk & DocumentationCustomer Service Quality Handbook: Conversation ReviewsUsers and customers have problems, and most of the time, they need your help solving them. When the tickets are pouring in and the customer team is feeling the heat, the importance of running a tight ship becomes more apparent than ever. Get your helpdesk, ticket management, and support documentation up to snuff with these resources.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.

Key insights

Just like any truly great product, building out your customer review process starts with a vision. What is it you’re specifically after with these reviews? What are you looking to uncover, track, or work toward? Take a look at your revenue teams and product model as a whole, the current customer experience, and your overall customer base to figure this one out. Then it’s time to move on to actually establishing a scoring methodology, review criteria, and the review procedure itself. There are several ways to conduct and rate these quality overviews that are outlined here. Depending on your organization, for example, peer…

Discuss this free ebook

Are there any good ways to combine (or benefits to combining) different rating scales — or to mix and match which groups perform the actual reviews?

open quotation markclose quotation mark

reviews

of
Customer Service Quality Handbook: Conversation Reviews
Claim this listing to respond as
Klaus

Expert review

question markclose icon
We've been doing B2B SaaS for awhile, so we're the experts for now. Apply to be an expert or learn about our methodology
of
Customer Service Quality Handbook: Conversation Reviews
Reviewed by
Alissa Pagano
4.5
bookmark icon 100%bookmark icon 100%bookmark icon 100%bookmark icon 100%bookmark icon 100%bookmark icon 10%bookmark icon 20%bookmark icon 30%bookmark icon 40%bookmark icon 50%bookmark icon 60%bookmark icon 70%bookmark icon 80%bookmark icon 90%bookmark icon emptybookmark icon emptybookmark icon emptybookmark icon empty

Value

question markclose icon
Is this ebook worth the time it takes to read it? Learn more
bookmark icon 100%bookmark icon 100%bookmark icon 100%bookmark icon 100%bookmark icon 100%bookmark icon emptybookmark icon emptybookmark icon emptybookmark icon emptybookmark icon empty

Readability

question markclose icon
Is this ebook easy to read and navigate? Learn more
bookmark icon 100%bookmark icon 100%bookmark icon 100%bookmark icon 100%bookmark icon 100%bookmark icon emptybookmark icon emptybookmark icon emptybookmark icon emptybookmark icon empty

Actionability

question markclose icon
Does this ebook offer instructions or include templates? Learn more
bookmark icon 100%bookmark icon 100%bookmark icon 100%bookmark icon 100%bookmark icon 100%bookmark icon emptybookmark icon emptybookmark icon emptybookmark icon emptybookmark icon empty

What we loved:

We feel like, what isn’t there to like about this ebook? It’s got great style, near impeccable structure, and it’s entirely actionable. This is 100% a play-by-play ebook which promises that you’ll feel ready to strike up on your own review process by the end. And even though it neatly walks us through everything, the pacing never drags and the copy isn’t bogged down with extraneous details.

What we didn't love:

This guide could benefit from some quotes from actual CS teams who’ve implemented this review process. With the right balance (ie, not TOO many quotes stuffed in) it could give us a better look into challenges faced and actual sentiment around these audits.


39 pages
Table of Contents
Interviews from the field
ISBN
978-0428460227

Community reviews and notes

on
Customer Service Quality Handbook: Conversation Reviews
Reviewed by
0
users
1.0
star icon 100%star icon 100%star icon 100%star icon 100%star icon 100%star icon 10%star icon 20%star icon 30%star icon 40%star icon 50%star icon 60%star icon 70%star icon 80%star icon 90%star icon emptystar icon emptystar icon 10%star icon empty

Be the first to write a review →

Companies are not allowed to review their own materials.

What did you think?

Customer Service Quality Handbook: Conversation Reviews
We only allow reviews from logged in users to stop spam and keep reviews fair.
Your profile will be linked in your review so keep it classy and don't review your own stuff
Learn more
Thanks for your submission!

We're doing everything by hand for now, so please give us a few days to review your info.

more free

Customer

ebooks

see all books in this category →

close icon
author
Klaus

see all books by this publisher →