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Starting today, Ziptone's editorial staff periodically selects the best-read articles Frankwatching which are relevant to Ziptone readers. We provide a brief summary, and for the full article, you can visit FW. Sharing is caring!

NPS broken down: relational and transactional NPS

Many companies still choose to keep in touch with the customer by asking the NPS. The majority of companies work with the relational NPS: how likely is it that a customer will recommend your company to a colleague or relation? You measure the relational NPS at any time, for example annually, quarterly or monthly. The goal is to provide insight into how enthusiastic customers are about your organization. Benjamin de Mooij and Marit Luijten of Integron advocate also looking at transactional NPS, which can be used specifically after a contact moment or touchpoint – for example after a purchase or another specific part of a customer journey. The advantage of this is that specific information about the touchpoint can be collected, which offers concrete starting points for improving processes. Read the full article on FW

Eneco: creating value through customer contact

Martin Heinst has final responsibility at Eneco Customer Care for handling more than 800.000 customer contacts in the field of Sales & Retention. At FW he explains how Eneco tries to realize value through customer contact. His experience in the marketing field helped him in this. Heinst was struck by how strongly the cost component is viewed in customer contact. That is why he has started a program to provide more added value. That program is well thought out, Maarten shows how it is anchored in the strategy of the organization. It started simply with cross and upsell; by demonstrably delivering here, there has been more support for the deployment of more people and resources intended for value maximization; in addition, much attention has been paid to the story behind value maximization (the why, how and what). But recruitment has also been adjusted and the agreements with outsourcing partners have been adjusted. In addition to a more sales-driven approach, a lot of energy has also been put into implementing innovations, such as process mining, a chat and voice bot, speech analytics and smart routing. For example, customers known to struggle with complex issues are now being referred to more experienced agents, reducing the number of long-running customer cases.

Eneco also started using speech analytics to improve sales results. For example, the Heinst team has analyzed how conversion can be increased with a number of additional services. This led, among other things, to the insight that the best selling agent is not necessarily the best converting agent – ​​which in turn leads to new routing choices. Heinst provides a number of practical tips and takeaways, including setting up stakeholder sessions. Want to know more about Eneco's approach? Read the full article.

Vattenfall scores with WhatsApp, Centraal Beheer uses chatbot

Vattenfall presented a case study during the conversation conference. After the introduction of this channel, 40% of customers chose WhatsApp to contact the organization. The company states that WhatsApp is twice as efficient as telephony, but also scores an NPS of 45.

CentraalBeheer wants to expand the 24/7 service and eventually be able to offer individual customer journeys. A lot of energy and time has been invested in training the chatbot CeeBee, which can currently handle 25% of the questions asked independently. The use of the chatbot is CB's answer to an increasing stream of questions. The chatbot prevents scaling up. Tip from CB: “Design the dialogues with a view to the future voice first and continuously test and improve your dialogues.” Read the full article

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