Making Customer Experience a Priority? Start with a CX Audit
What is a CX (Customer Experience) Audit?
A CX audit can be an invaluable tool for your business. It helps you analyze and optimize customer experience (CX) processes, identify areas of improvement, and implement solutions that will maximize customer satisfaction and loyalty. In this blog post, we’ll take a look at what a CX audit is and what benefits it provides. We’ll also discuss how to get the most out of it by analyzing current processes, conducting an audit of your system, quality auditing tickets, capturing policies, identifying FAQs, and more.
What steps are included in a CX Audit?
(1) Analyze Current Processes (2) Conduct A System Audit To Determine Needs (3) Quality Audit Tickets To Pinpoint Performance And Practical Workflow Issues (4) Capture Current Policies Communicated To Customers (6) Identifying FAQs For Analysis
Analyze Current Processes
When doing a CX audit, the first step is to analyze your current processes. This includes tech stack analysis (e.g., CRMs and helpdesk systems), use cases analysis (e.g., customer segmentation), organizational structure/location analysis (e.g., remote vs onsite teams), reporting/KPIs analysis (e.g., response time), and philosophy on CX analysis (e.g., customer-centricity).
Conduct A System Audit To Determine Needs
Once you have identified the current state of your processes, the next step is to conduct an audit of your system to determine needs. This includes automations, workflows, ticket fields, self-service analysis (e.g., automated responses for frequently asked questions), macros/pre-written responses, help center articles and ticket forms analysis (e.g., chatbot scripts). Take a deep dive into the technical aspects of your system to enhance workflow efficiency and make sure that your team is using their CRM to its full potential.
Quality Auditing Of Tickets To Pinpoint Performance And Practical Workflow Issues
The quality auditing of tickets can help pinpoint performance and practical workflow issues that need attention in order to provide optimal customer experience outcomes. This may include identifying process bottlenecks or other factors that are preventing efficient resolution times or that are causing confusion among customers and agents alike due to unclear instructions or guidance regarding how they should handle certain inquiries or problems they may be experiencing with products or services offered by your company.
Capturing Current Policies Communicated To Customers
Capturing current policies communicated to customers is also important when performing a CX audit as this ensures that all customers are receiving accurate information about their rights or what they can expect from the company in terms of support or services rendered without any discrepancies from agent to agent due to lack of consistency in messaging.
Finally, reviewing and analyzing your FAQs is essential for finding out which topics are most frequently asked about by customers so that these questions can be addressed before customers have even had time to ask them via chatbots, phone calls with agents etc…
A CX audit can be a great asset for any business looking to improve its customer experience. You’ll enjoy the benefits of improving performance when dealing with customers directly through channels such as chatbots or telephone calls.
Once you implement the changes you’ve identified from your audit, your team who is responsible for resolving customer inquiries will begin to do so much more quickly and efficiently while simultaneously providing excellent service throughout the process. By performing an in-depth review of existing systems including tech stacks used; use cases; organizational structures; KPI’s etc., businesses can identify areas where improvements need to be made in order to ensure optimal outcomes not only from CSAT surveys but also from clients who actually use their products or services over time.
Additionally, capturing policies communicated to customers in order to maintain consistency across all channels while also identifying FAQs allows businesses to ensure that any potential issues faced by customers are addressed before they become bigger problems down the line.
All these steps combined together make up a comprehensive approach towards achieving maximum results when conducting a CX audit for improving customer experience at all levels within your organization!
If you're ready to kick start your Customer Experience with an audit, click here to schedule an Exploratory call with CX Collective!