At its core, customer service is simple: Make sure your customers are happy. But even if you’ve succeeded in making your customers happy for a time, constantly improving your customer service should be a goal for you and your business, as it can help you stand out from competitors. How can a business owner innovate their customer service processes? By harnessing the power of technology and forward thinking. Here’s a look at our multi-part assessment that helps you to understand where you are now and where do you want to go.

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What and how we assess Customer Support Innovation?

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How the scores are calculated by our assessment?

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The above exercise is pretty quick. It can be completed by any stakeholder in about 15-30 minutes and results in a visual way to represent where one’s Innovation Program technology sits in comparison to industry benchmarks. Additionally, it can be completed by multiple individuals within an organization to calibrate a mutual understanding between their collective Innovation Program departments and/or other internal stakeholders. Maturity (scale of 1 to 10) is explained below.

    1. Just realized – Process not in place, however, there is a realization of the need.
    2. Initial (chaotic, ad hoc, individual heroics) – the starting point for use of a new or undocumented repeat process.
    3. Repeatable – the process is at least documented sufficiently such that repeating the same steps may be attempted.
    4. Defined – the process is defined/confirmed as a standard business process.
    5. Capable – the process is quantitatively managed in accordance with agreed-upon metrics.
    6. Efficient – process management includes deliberate process optimization/improvement.
    7. Innovator – Started challenging status-quo and incremental innovation started at the edges.
    8. Disruptor – The tangible impact of the innovation has been proven, started institutionalizing sustainability.
    9. Market leader – You are nailing it.
    10. World-class – The true north of all.

And the final Report is:

** Blue bar represents Innovation Minds benchmark baselined from 25+ companies we worked with, and the black line represents where you may stand.

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Wondering what’s your Customer Support Innovation Score?

Create your account and begin Assessment!