Everyone in service operations is under continual pressure to deliver better customer experiences while also reducing overheads and increasing efficiencies. It’s a challenge that requires smarter systems: cloud computing that works harder and can eliminate blind spots and information silos.
Customer service is at the heart of any business, but without an understanding of each customer, the team's effectiveness will be limited. What if your frontline team had deeper insights into what every on-premise customer was thinking and feeling in real-time?
Deep customer insights – without technological friction
Service teams’ time is best spent connecting with the customer – not getting lost in databases and analytics. Fortunately, customer insights and customer feedback management software can often be connected through APIs which allow different systems to communicate with each other. For example, Local Measure’s API allows your team to see relevant and contextual customer data within your existing PMS, customer ticketing software or other service-related software. The API essentially helps drive performance from three different angles:
1. Improving customer satisfaction during-visit
Addressing issues that come up during a customer’s visit depends on receiving notifications in real-time. However, response time KPIs or targets can be hard to meet if the real-time customer feedback isn’t integrated into your existing ticketing system. You can use the Local Measure API to make sure no time is lost in receiving and actioning during-visit feedback.
If your business has advance customer bookings, the API can also help you incorporate feedback and visit history into pre-arrival reports for your customers and into your PMS. Equally, you can incorporate it into reports on post-visit feedback to measure the impact of service recovery on overall reputation scores.
2. Streamlining productivity
It’s increasingly expected that any new customer experience software tools will be able to integrate with an existing tech stack, otherwise time spent using and administering the software can cost the business more value than it adds. Real-time feedback collected through Local Measure’s Pulse tool has been shown to help operations teams improve productivity in a Forrester Total Economic Impact study. Local Measure’s API offers even more opportunities for streamlining this customer feedback with your existing systems, such as:
- automatically surfacing relevant customer data in a single system; making customer data points visible across different teams
- including actionable push notifications for frontline teams
- simplifying staff training by reducing the number of software dependencies
- removing the need for double handling of customer data which has the added benefit of improving data accuracy
3. Driving the next booking
The ultimate impact of increased customer satisfaction is higher repeat bookings and improved brand reputation. For hotels, restaurants and attractions, there is often only one customer record per party – the person who made the booking or purchase. If your average party size is two, this means you only have details for 50% of the customers visiting your business. Through WiFi and feedback solutions, Local Measure helps you acquire customer records of the other visiting customers, so that you can use targeted communications to drive everyone in the party to book their next visit.
Integrations like these can be the incremental change that is needed to drive the overall performance of your operations teams and increase customer satisfaction scores – without adding to their workload. Learn more about Local Measure’s API, or email us at firstname.lastname@example.org.