To make your customer service better, you first need to know what needs improving. Customer feedback is your go-to source of knowledge in this case. It’s the gas that will keep your customer service machine rolling in the right direction.
However, what if you don’t get enough gas? When your customers don’t tell you what’s wrong or right about your service, you can’t really make informed decisions. Once that happens, you are forced to guess and gamble while your customers’ satisfaction is on the line.
See how The Chat Shop, one of LiveChat’s Experts, tackled the problem of getting very few chats rated and tripled the feedback they were getting by introducing one additional message to their communication with customers.