How To Make Customer Service Strategic
Common Sense Virtual Roundtable:

How To Make Customer Service Strategic

October 15th, Successfully held

Presented by

Augment CXM

Here’s what we discussed:

37% of CS staff say they feel their customer insights aren’t being fully leveraged; the real number is likely 50%. Some companies have recognized CS is more than just a cost center and have improved product, retention and sales as a result. We discussed some concrete steps to prove the strategic value of customer service in organizations.

Moderated by 

John Crouch
CRO at Augment CXM
LinkedIn
Nathan Pitzer
Head of Marketing at
Augment CXM
LinkedIn

Here is what we learned:

37% of CS staff say they feel their customer insights aren’t being fully leveraged; the real number is likely 50%.
Some companies have recognized CS is more than just a cost center and have improved product, retention, and sales as a result.
In this virtual roundtable moderated by Augment VRT, panelists discussed some concrete steps to prove the strategic value of customer service in their organizations. These are some of the key tips that were made during the discussion. 

Reaching out to detractors can help increase your net promoter score.

Call every detractor and use their feedback to modify your online and offline campaigns. Then, integrate their feedback into the customer journey. When all this feedback is connected, you will be able to build a better customer profile, and allow CS rep to better service that customer in real time.

Take detractor feedback to the top.

Respond to your detractors as soon as possible, but make sure your highest-level employees know that there are issues. Even if it’s just once a week, your upper management needs to know what challenges may lay ahead.

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About Augment CXM:

Augment Customer Experience Management (CXM) platform allows you to monitor your digital and voice communication in real-time and gives your team actionable guidance on how to best handle every customer conversation.

Participation in the Virtual Roundtable is free of charge to qualified attendees. Once you’ve completed the registration, we’ll confirm your invitation and send you a calendar invite with a link to the meeting.

If you don’t qualify, we’ll suggest other learning events that may be a better fit for you.

Here’s what attendees at past events have said:

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