From tickets to insight

The distinctiveness of customer service is mainly determined by the extent to which they understand the customer and learn to respond better to shifting customer needs. Well-designed and directly analyzed customer feedback is the basis of this insight.

The standard feedback options offered by IT Service Management systems are insufficient for this. A link with the CYS feedback software gives the desired results!

The following are the 5 practical steps that CYS (together with you) takes to generate insights that enable customer service to make a successful and crucial contribution to the distinctiveness of the organization.

Step 1 Determine your objectives: not all information is management information

To generate insights that go beyond just an overarching score, you must think in advance along which axes you want to be able to analyze later. For example, if you want to be able to distinguish between different departments, individual employees and customer groups, it is important that this data is also available.

Step 2 Link the right data files: good management information often requires multiple sources

Once the objectives are clear, we look at whether and where the data that should make the analysis possible is available.

Together we determine t