“Your most unhappy customers are your greatest source of learning.”

– Bill Gates.

The fact that the customers form the spine of any business is unquestioningly true. In a way, it wouldn’t be unwise to say, that the traditional buyer-seller relation has now become customer dominant, thereby the power is shifting from the court of the companies, to that of the customers. Is it possible to find the CSAT score? What is CSAT? Let’s read forth to know more about it.

C-Sat Score

CSAT or customer satisfaction is a commonly used indicator, which tracks the satisfaction level of the consumers of a certain organization’s services or products. It is one of the most reliable and straightforward survey methods, which is being implemented by many businesses. The primary benefit of this is that it assists in improving customer relations by giving an organization a fair chance to improve any dissatisfactory experience of a customer.

CSAT score is calculated by various variations of the following question,

To get an idea of the composite customer satisfaction score, the average results can be considered. The CSAT scores are usually in percentage: higher the percentage, more is the customer satisfaction; lower is the percentage lesser is the customer satisfaction. Usually rated on a scale of 1-5, the metric suggests how happy the customer has been with the services or if the experience has been unsatisfactory.

What is the Role of AI in CSAT Scores?

It would be entirely unwise to underestimate the wonders of Artificial Intelligence or AI as it is called in the technical world. Since CSAT score depends entirely on your customers, it is therefore important to understand your customers’ needs properly. This in turn is possible only if the organization has a clear insight into what their customers really need or what it is that leaves them dissatisfied. The role of AI comes into picture in improving the customer relations so as to improve the CSAT scores.

The success of an organization depends on its customers’ loyalty and advocacy. Artificial Intelligence can,

• Accelerate the vendor-customer understanding.
• Offers white space analysis for sales which helps in recognizing and acting on the right opportunities.
• Enables organizations to establish highly personalized messages with an accuracy that is beyond human capability.
• Reduces the response time, thereby improving the customer experience.
• With a real-time interaction, it automatically determines agent behaviour which directly influences the customer satisfaction.
• It can accurately identify grievances or detect privacy risks or determine sales opportunities.
• It assists in quicker real time decision making and predictive analysis.
• It provides a hyper-personalized experience by using AI chatbots.

How to Use AI to get Better Customer Ratings?

Adapting to new techniques in business can be a challenge. Improving customer satisfaction in this digital age has now become easier with AI software. Following methodology should be considered while using AI for improving CSAT scores:

• Develop a customer experience strategy – Prior to engaging AI, it is important to have the customer experience or CX vision and a strategy in place. 
• Evaluate and interpret the customer journey- Map and understand the current customer journey so as to delve deep into touchpoints and experiences. This will help you to understand the positive variations that AI would bring in simplifying customers’ experience.
• Familiarize yourself with the available AI options to find the most suitable ones for understanding your customers faster and more efficiently. AI technology helps to organize, categorize and analyse the customer data in real-time.

NAVOMI’S Excellence in AI Will Refine Your CSAT Scores

At NAVOMI, we prize the vendor-consumer relationship. Achieve a positive response from your customers by giving them your best with our proven AI options with:

• NAVOMI’s AI powered Bot CoE, Conversational Commerce solutions would give a more engaging and augmented end-user experience. Expect an omnichannel customer engagement and improve tuning and training methodologies.
• Our 24/7 functioning Knowledge Bots help in the configuration of FAQs of the procedure, methodology, standard operation procedures and more.
• NAVOMI’S multi-lingual BioAuth is the most unique virtual assistant solution. Powered by voice biometrics, it authenticates the users by voice. Its coherent integration with the prominent chat platforms optimizes contact centres and enhances brand outreach, thereby generating leads.

Winning your customers’ satisfaction and re-defining their journey across your product services and interactions is now made hassle free by NAVOMI’s distinguished and unique AI solutions. Better CSAT scores are just NAVOMI’S AI solutions’ away!