Operational Customer Service Excellence

Customer Service is an integral part of a business. Why? Because it is the very centrepiece of your business- every interaction your employees make with your customer can be categorised as customer service. It’s a moment of truth, showing a reflection of your business to your customers, and you want it to be consistently perfect. Therefore, in this article, we will be focusing on customer services- more specifically operational customer experience. So, let’s get started.

What is Operational Customer Experience?

Operational Customer Experience (OCX) is a system that measures the quality of the customer service of your company. Measuring the operational customer experience of your customers can enhance their experience as well as provide you with valuable insight needed to improve your customer experience.

Measuring Customer Satisfaction

There are various ways to measure customer satisfaction and many companies use surveys to determine their customer experience. In order to do so, they combined various measurement standards such Net Promotor Score (NPS) and Customer Satisfaction (CSAT). In fact, it has been reported that 56% of companies measure their customers’ experience by using CSAT while 34% used NPS.

In addition to customer survey’s, companies also use various key performance indicators (KPIs) to track and monitor their employees as well.

Key Performance Indicators

A Key Performance Indicator, or KPI for short, is a value that can be used to demonstrate how efficiently a company is able to reach its main objectives. This is why a lot of companies use this in addition to other customer satisfaction standards in order to see how well they are performing compared to others.

But once you have your KPIs for your customer service, how will you make things better for your clients? The next step to creating a great customer service unit is by looking into technologies that will enable you to put the research you have done to measure consumer satisfaction to good use. That is where we begin to look at equipment which will help us.

Customer Service Automation

A great way to improve your customer service is by automating it. It might seem complicated, but customer service automation is not really rocket science or something that only big companies can use. You could easily use it to make your customer service better. Customers often want knowledgeable, tech- savvy staff who respond to their queries in record time without asking too many questions which they may or may not have already answered before when calling your customer service.

By making your system “automatic”, you are helping your customers and yourself by saving both of you precious time and energy. In fact, customer service automation has been shown to have quite a bit of advantages which includes the streamlining for your customer service processes, understanding the customer better as well as lowering your total customer service costs. But that’s not the only way you can seek excellence in customer service.

Self Help

Services gaining steam include those in the self-help category like Knowledge Bases. These tools enable customers to solve problems by themselves without needing to speak to a customer service agent. Initially only for simple and easy to resolve issues, they are gradually expanding in scope to become ever more powerful. Using tools like this, business have dramatically improved their customer service scores. Customers are able to get help sooner and by removing simple questions from the queue, agents are able to concentrate on more complicated issues that truly require their skills.


Another great way to enhance your business’s operational customer service is by running tests. This is especially important if you do setup automation as you need to ensure that the services being provided to your customers are fool proof.

Testing can be very important as it can study, observe and then analyse the way customer service is given to your customers. You can also use an Interactive Voice Response (IVR) testing in order to make your customer service model better. There are various types of IVR testing but the main point to realize is that you can use IVR systems to check your infrastructure. These tests can help determine exactly how well your system can handle things like traffic and this is key because the last thing you want is your network to crash when there are a lot of people on the line.


As you can see, there are lots of ways in which you can check and make your customer service better. The most important way to ensure that is by making sure that the workings of your customer service are great.

By using standards to understand customer satisfaction and then using technologies like customer service automation and different types of testing you can improve the service you provide to your customers at a reasonable cost.