How can I track a company's customer service problems? It is important for me to improve the productivity and quality of the company's staff

Create a real time support desk.

Have you considered Mystery Shopping as an option?

I assume you are the company's new PR officer. If so, you are not detailed with the problem.

Questions :

(1) Is there an established issue with the customer service?

(2) Or you think there is one?

(3) Or you just want to overhaul the customer service?

The above situations have different approaches.

1. Use specialized software for tracking customer service problems like https://www.useresponse.com/issue-tracking-software . This is a platform where incoming requests from customers are collected, sorted, managed, resolved, and communicated. The ticketing system converts all incoming requests from multiple channels into tickets and serves as a bridge between the customer and the company. 2. After your support agents complete a ticket, automatically send out a satisfaction survey to measure NPS. 3. Use system analytics to track the efficiency of your suppport agents to measure such parameters as First reply time, ticket resolution time, CSAT.

You can always survey customers and find out how satisfied they are with the company's services

I think the process of working with customers will do more good if you automate it. So you can collect feedback and process reviews. But this should be integrated into the company's overall IT system. This way you can avoid mistakes and improve the overall product of the company. I recommend you contact Software Development Company Techstack https://tech-stack.io/services/development-consulting. The company's experts know how to set the process up for high performance. They will also be able to identify potential problem areas, risks and weaknesses, as well as immediate opportunities for improvement in all aspects of the process.