The Customer Satisfaction score, or CSAT score, is a key performance metric that is challenging for any business to maintain, even more so when your business is in the dynamic realm of media.
Audience preferences shift all the time, and content consumption habits are as varied as the channels they’re delivered on. Media outlets must balance consistency and innovation as they strive to meet individual expectations while staying true to their brand.
SVC partners with a New York media outlet
SVC began an outsourcing partnership with a New York media outlet in 2020 to assist them in customer service and retention as well as tech support. Previously, the client faced challenges with customer service and support, made evident in their CSAT Score (which had been lingering in the low 70s) and retention rate (which had been maintaining an average of less than 15%).
We swiftly set up an omnichannel support team and implemented strategies for enhancing customer retention, enabling the client to dramatically transform their CSAT score and retention rate.
To start, we set out to create a team of 20 voice (customer support and customer retention) and non-voice (chat and email help desk) agents. Within the 4-week timeline set by our client, we successfully hired qualified candidates and launched our retention and customer support campaigns. After 3 months, the client expanded the scope to add tech support.
Balancing consistency and innovation
The client has greatly benefited from working with SVC, witnessing substantial enhancements in two primary areas. Firstly, their CSAT metrics experienced a marked rise, moving from the low 70s to a commendable 90%. Secondly, their retention rates underwent a significant transformation, jumping from below 15% to consistently achieving over 35%.
The client continues to rely on SVC’s expertise in boosting customer service and support, as well as our strategies for enhancing client retention.
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