Regardless of how you handle interactions via phone, chat, email or some other method, you are the subject matter expert when it comes to your customers. You have the information and the direct connection with them that’s needed to understand their sentiments. Think back to your last interaction with one of your customers, was that customer happy? Were they upset? Regardless I’m willing to bet that you know far better than I do. How they felt, and that is because you are the one that was helping them. They may have expressed any number of thoughts and feelings to you that would have given you unique insights on how they felt. We are asking you to use that insight to make predictions, telling us how your customer felt.
We already know that only about 10% of customers return service, well now with you acting as the voice of your customers and submitting predictions for every interaction that you handle, we can gain the insight of all 100 of those customers instead of just 10 of them. With you being able to accurately predict how your customer will answer the survey, you’re filling in the gap that exists due to low customer response.
You are now acting as the customer proxy, essentially you’re representing your customer and speaking for them and it’s important to distinguish between jibe predictions and self reflection. Quite simply self reflection would be making a statement about how you think you perform on the interaction.
For example, did you follow all of your companies quality performance guidelines? A jibe prediction is making a statement about how the customer feels, the interaction went without bias. Now with your help we will know when all of our customers are upset, when they are happy, when they’re excited or just different. With your help, we will be able to know if the customers' issues are truly resolved or not. We no longer have to rely on just that small 10% of customer answers now we’ve got an answer for every call.
Video link - Why We use Jibe