Industry-leading support teams like Automattic, Wistia, and Geckoboard have grown to love conversation reviews that increase the quality of their interactions. Now, systematic internal feedback is gaining ground in customer success teams, too.
Wasting loads of time on tedious work is one of the main reasons why companies like Automattic, PandaDoc, Figma, and others have switched to a dedicated conversation review tool for internal customer service reviews.
To collect accurate, objective, and comparable data about your customer service performance, you need to get your numbers straight. We're digging into the topic of picking the right rating scales in your support feedback surveys.
Improving customer service quality is closely tied to customer acquisition and retention, which is why companies put more and more focus on providing quality customer service. Conversation reviews are the key mechanisms for doing that.
How would you rate your customer service? Unless you do conversation reviews, you cannot really know that. Internal Quality Score is the outcome of support ticket reviews, which makes the quality of your interactions countable, trackable and comparable through time.