Customer contact involves people. Despite rapid digitalization, human-to-human interaction is still indispensable if you aim for a high customer satisfaction rate. Now, let’s place an old adage in this context: seeing is believing. How that’s relevant, you ask? Well, where there are people, there are expectations – and people expect to see what they’re doing. Enter Visual Management, an essential component of customer contact. In fact, no self-respecting organization can do without it.

Don’t put the cart before the horse

Automation is burgeoning everywhere, but there are situations in which customers want to talk to another human being. Especially in sectors like healthcare, where sensitive topics regularly need to be addressed, they prefer to pick up the phone when they have a question. Now, in some organizations, customer service is the only department left where employees talk to customers directly. Therefore, it’s all the more important to get the most out of these conversations. If there’s an issue, you need to know about it right away: if you await a written report to analyze what went wrong a week ago, you’re putting the cart before the horse. What to do?

Capture and act on the status quo

Visual Management offers a solution. By capturing the status quo in one powerful image and showing it to employees in real time, they can take immediate action, nipping problems in the bud. Not only does this result in higher customer satisfaction, it also shakes up the company’s decision-makers. After all, if the Net Promoter Score (NPS) and customer satisfaction index are constantly displayed, it’s always clear how current processes impact customer relationships.

This shift lends more visibility and importance to the customer service department. It’s no longer ‘just another team.’ It’s the nucleus of the company, because it allows everyone to track the workings of all cogs in the organizational machine.

Ready to uplift your customer service department?

Want to jump on the customer contact train in our rapidly digitalizing world? Please don’t hesitate to contact us. We’d be happy to perform a Quick Scan and discuss your Visual Management opportunities.