Improving IMS and CSAT results

​Improving IMS and CSAT results

Tips for IMS (linking issues and articles)

1. Active listening/reading to the user's issue.

2. Type keywords based on the user's issue (refund, phishing site, blacklisted, etc.)

3. Pay attention to the concern and the symptom. Check the following examples:

   Concern: A refund for a monthly plan.

   Symptom: Within 5 days after the charge or outside the refund policy.

4. ​​You can link the article first and then link the most relevant issue. The first issue is not always the correct one!

5. ​Link all the user's issues. If you helped the user with a refund for a domain and a plan, link 2 issues, and 2 articles as well.

​Improving IMS and CSAT results

Tips for CSAT improvement

1. ​Always acknowledge the user's issue. Example: I totally understand that you were charged for a Premium plan renewal, and I will be more than happy to help you with your request. Try to personalize your reply when possible (Advanced Billing is a great opportunity).

2. Check all your tools and make sure you are providing clear information, and show the user that you are confident with the procedure to be followed.

3. ​Set the right expectations for the user. Let them know which steps they have to follow in order to solve the issue. Example: Perfect! I was able to issue a refund for $215 for the Unlimited plan - invoice 1005354476. The bank might take up to 7 to 20 business days to get the money back in your account.

​Improving IMS and CSAT results

Tips for CSAT improvement

4. ​Be careful with your tone of voice on calls. Try to sound friendly with the user.

5. ​Use the right tone on chats and tickets. Apologize if you sent incorrect information.

6. Show empathy. Let the users know you care and change their perspective. Make them believe you did your best to find the best solution for them.

7. Always think about your answer on calls and always read your reply before sending it (chats and tickets). Is it concise and clear? Does it sound rude? Does it calm the user?

   Take it easy! You got this!​