Customer Service Support

Newwe is an efficient solution for any Customer Service Support (CSS)

Objective based performance Measurement, Capable to derive KPIs from any kind of customer data

Objective-based performance Measurement is capable of deriving KPIs from any kind of customer data - helps retain proficient resources, increases ROI, intensifies the competitiveness in employee's, and improves customer satisfaction.

Customer Service can be any of the following models:

Newwe Check Icon Facilitating product offerings to customers like lead generation.

Newwe Check Icon Providing Technical Support to their products – voice and non-voice basis.

Newwe Check Icon Offering sale and support to third party products.

Newwe for Customer Service plays a vital role in developing an unbiased review Software for Customer Services Support oriented departments. Objective-based performance measurement, all tasks/activities would be considered for review, timely appreciations and rewards motivate the organizational workforce to work much more competently.

Key Challenges

Newwe Check Icon Performance evaluation using all types Customer support KPI parameters.

Newwe Check Icon Point-in-time Appraisal.

Newwe Check Icon Objective based performance evaluation.

Newwe Check Icon Micro monitoring individual performance across numerous teams using a proven system.

Newwe Check Icon Reducing the service tickets count.

Newwe Check Icon Defining requirements and reach targets in-time.

Newwe Check Icon Ensuring positive feedback from customers on CSR availability.

Performance evaluation using all types Customer support KPI parameters	Point-in-time review	Objective based performance evaluation	Micro monitoring individual performance across numerous teams using a proven system
Reducing the service tickets count	Defining requirements and reach targets in-time	Ensuring positive feedback from customers on CSR availability

How Newwe Addresses all these challenges?

Performance evaluation using KPI’s

If any Customer Service department has its own KPIs and metrics to evaluate the employee’s performance, Newwe can automate it with its distinct approach. Newwe can either read the KPI parameter data from client data sources through ETL (Extract Transform and Load) or the user can define the required KPI parameters and formulae and can link that to any rating parameter. These rating parameters, that are bound with KPIs, will help in measuring the performance of an individual for the tasks being assigned.

Point-in-time Review

Rating generated is a continuous accumulation of tasks that provides point-in-time review helping in identifying performers and non-performers early on as compared to a quarterly/yearly review. Based upon data collected underperforming employee's can be put on to appropriate Performance Development Plans (PDP or PIP (Performance Improvement Plan) as required) with pre-set objectives and measurement criteria which is transparent to the employee and manager.

Point-in-time reviews also help the Customer Support Organizations/Departments to hold the valuable resources, Review Software for Customer Services Support, who responds to customers with exact solutions.

Objective based performance evaluation

Newwe measures each task with a pre-defined measurement criterion thus removes subjectivity and provides objective criteria for measurement of actual contribution of an employee. A task can be picked up from the task library or a new task with defined measurement criteria can be created.

Micro monitoring individual performance across numerous teams using a proven system

Large sectors like Customer Service have several teams and multiple hierarchical levels, which becomes a challenging task in monitoring employee level performance. Granular levels task evaluation helps in a better way to monitor individual employee’s performance. Along with this, NLP (Natural Language Processing) in Newwe, helps in recording the employee’s tone and sentiment and identifies the red flags, if any.

Reducing the service tickets count

Facilitating the customers with suitable solutions and closing the tickets in a reasonable time is a major task. As the service ticket count surges, continuous hiring of resources, training them on their products will be a big challenge. Newwe with its customized solution, which includes Review Software for Customer Services Support, Chatbot – TriXCi, that provides automatic replies to generalized queries and helps in reducing the service tickets count.

Defining requirements and reach targets in-time

Newwe, with its various features like check-ins, KRA, point-in-time rating, etc. provides an easy-to-use and perfect solution. KRAs and its targets help the organization to know the employee’s efficiency and performance trends.

Ensuring a positive feedback from customers on CSR availability

Newwe helps to maintain utilization of platform with its feature, Gamification, with an underlying logic, that ensures the employee's to be engaged all the time with the system, as they earn points and badges upon performing certain activities. This enhances interest in employee's and makes CSR available at any time. Newwe also provides a 360 degrees’ feedback instead at regular periodic intervals, which helps organizations to identify contributors and non-contributors.