Identifies bottlenecks in your operations
Recognizing snags in your service activities before they escalate can help you squash them before they cause any considerable damage to your business. For example, issues or activities that are taking an unusually long amount of time to resolve can be prioritized for quality checks, in order to ensure that no issue is holding back the functioning of the customer support system.
Customer service only works when the customers feel that their opinions are being taken seriously by the top management. One of the responsibilities of the customer support team is to relay the relevant information to the strategizing unit so that they can continuously keep on improving their products and services.