Staying Competitive with a Diagnostic Service
Diagnostic services, as explained in our How To: Create your own Diagnostic Service article, can go far beyond a basic FAQ. From reducing the load on customer service teams to lowering customer frustration, a truly smart diagnostic solution offers a myriad of obvious advantages. A far less obvious advantage; however, is the one offered by the data inherent in its functionality. This data, and all it tells one about a business, can serve as an engine for continuous improvement and as such, a competitive advantage.
Constantly Searching for Better Ways.
To continuously improve, a firm must never cease searching for better ways to deliver and perform. But that search risks being aimless and ineffective if done without a guide. In order to explore with purpose, diagnostic services must play the role of a compass. By analyzing diagnostic data one can better identify what feature of a product fails most often and attack it. Similarly, a team can extract the most common cause for confusion among customers and deal with it at a product, sales, or marketing level. One could just as well sift through the data and gather common themes that can then be applied to product development. Let’s say that after diagnostic data analysis a business identifies that 34% of all repair related questions are due to water damage. Upon further investigation they come to find certain quality control issues that can be tackled. Or instead, they take this insight in stride and create a whole new water resistant line. The options to better serve customers are as limitless as the data at one’s disposal. And so, a smart diagnostic tool enables a business to practice continuous improvement like the pros.
Engaging All to Share.
Engaging employees to share knowledge is, in other words, collective intelligence. Collective intelligence lies at the core of what we, at Southpigalle, provide to our clients. The use of collective intelligence is exactly what we cover in step 2 of our How To: Create your own Diagnostic Service article. In that article, we discuss the idea that the collective intelligence of your team can assist in building a robust diagnostic platform. What we do not discuss there but explore here, is that the relationship between collective intelligence and a smart diagnostic service is symbiotic. The information generated therein can be used to educate an organization. Equipped with that feed of constant knowledge, teams can then be encouraged to share and contribute to improvement ideas. For example, let’s imagine that after some analysis, a firm learns that many of the questions submitted by clients revolve around that firm’s return policy. That morsel of information is shared with the sales team who proceeds to explain that upon completing a sale, they do not inform the customer about the return policy. Furthermore, the sales team shares that they themselves don’t have clear guidance on what that policy is. With these new insights the organization has identified the problem and can tackle the source of customer frustration at the root. In such an illustration, the smart diagnostic service has driven the sharing of knowledge. In doing so, it has strengthened the team’s collective intelligence and led them down the path of continuous improvement.
Not a gimmick, a game-changer.
A smart diagnostic tool is much more than a mere FAQ gimmick. If used with vision, its insights can better inform how, what, and where to target changes. The data it collects can feed an organization’s collective intelligence and elevate its competitiveness. Better yet, the insights it provides can become an engine for continuous improvement.
If you are interested in learning how a smart diagnostics tool can give your business a competitive advantage, contact us here!
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