4 Ways Gamification Improves Customer Service Delivery
Gamifying metrics will help you use data to its fullest while engaging employees, leading to better customer service.
- Gamification is the practice of using gaming techniques to spruce up processes and engage workers and customers
- There are 4 main ways to improve service delivery with gamification:
- Using a customer rewards system
- Gamifying metrics
- Keeping tabs on customer engagement
- Starting employee contests
Businesses across industries are incorporating gamification to boost engagement, creativity, and productivity, which can especially be low when everyone is working remotely. Gamifying metrics helps make processes more fun and tracking and measuring success easier and faster.
Gamification can also help improve your approach to customer service. Let’s look at how it could work for your business and four ways that gamification can improve service delivery.
How gamification works
Gamification means integrating gaming techniques into the workplace and customer initiatives. There are usually desired actions that, when taken, trigger a reward, just like a video game. Our digital work environments have made it easier to integrate gamification systems since data can be tracked automatically and incorporated into team reports and leaderboards.
Studies have shown just how effective gamification is, both for engaging workers and increasing customer satisfaction. One survey found that 89% of employees say gamification helps them feel more productive and 88% say they’re happier at work. When employees are more satisfied, customers notice, and the overall business improves.
Here are four ways that gamification can help your team improve customer service delivery.
1. Using a customer rewards system
One of the most effective ways to engage customers with gamification is to use a customer rewards system. Many big brands have implemented these systems over the years.
No matter the industry, customer rewards systems can be fun, engaging, and, well, rewarding. Customers want to keep returning if they will get something out of it, and rewards systems are a win-win: Aside from the benefits customers will receive, you’ll be building up a steady stream of repeat customers and be able to track insights into how they behave and the decisions they make.
2. Gamifying metrics
Tracking performance metrics on your teams alongside gathering customer feedback requires the right approach. Why not try gamifying metrics? Let’s walk through how this might look.
Say you start a help desk contest that takes place every week. On Fridays, the team members with the most closed tickets for the week get a prize. It sounds pretty straightforward, but a method as simple as this can provide instant metrics. You can quickly compare how each team member is performing on a given day and week and identify both high performers and those who need additional training or assistance. You can also see how fast customer issues are being resolved.
This is an example of gamifying your metrics. With this kind of knowledge, team members can quickly improve the way they deliver customer service and adapt approaches based on what the numbers are telling them.
3. Keeping tabs on employee engagement
By gamifying your metrics, you can track employee engagement numbers over time. This helps you set benchmarks based on past behavior and numbers that you can continue to update as productivity improves.
For example, if you see that resolved tickets decrease week-over-week, and you receive a piece of negative feedback from a customer, you can quickly relate those two things to uncover the problem behind an issue. You can then talk with the employee in question and figure out what resources you could provide to help them move forward.
When you connect employee engagement with customer feedback and satisfaction, you can better understand what kinds of processes lead to great service delivery. And with great service delivery comes customer retention and business growth.
4. Starting employee contests
Another way that gamification can impact customer service positively is through contests, but this time on the employee side of things. Productivity and motivation at work can only be maintained if workers are interested in what they’re doing. When you throw in an exciting contest at the end of which they could win something, it keeps them focused on the prize.
Start by asking employees what they’d like: A gift card? A day off? Public recognition at the next company meeting? Whatever the prize is, make sure employees actually want to work hard to get it.
An example of a contest related to customer service could be that whoever gets the most five-star ratings over a month-long period wins, or something similar.
Gamification techniques such as these will help you boost both customer and employee engagement, and in turn, satisfaction. And only then can you see big changes in the way services are delivered.
Using Crewhu for better service delivery
With Crewhu, gamifying metrics and boosting engagement have never been easier. Our platform helps you focus more on rewarding and recognizing your team, so they stay motivated and productive. Our system is integrated with customer feedback, so you can continue tracking metrics and incorporating what you find into your decisions and strategies.
You can customize the metrics you want to track based on your goals and processes and keep tabs on performance. A system like Crewhu helps you create smarter goals and integrate gamification to help you reach them. We give you all the tools you need to implement contests and improve customer service.
Contact Crewhu to learn more about the results our platform delivers, or download our Guide to Creating a Gamification Culture today to start improving your service delivery.