Improving Net Promoter Score (NPS) has long been a challenge for CX organisations.
To find out what contact centres can do to improve their NPS we asked Elizabeth Tobey, Head of Marketing Digital Solutions at NICE, for advice.
Video: How to Improve NPS
Watch the video below to hear Elizabeth explain three ways contact centres can improve their Net Promoter Score (NPS):
With thanks to Elizabeth Tobey, Head of Marketing Digital Solutions at NICE, for contributing to this video.
Three Ways to Improve Net Promoter Score (NPS)
1. Upgrade Knowledge Management Systems With AI
One of the key ways to improve NPS is by integrating AI into knowledge management systems. AI-powered tools make it much easier for employees to access the information they need to answer customer queries quickly and accurately.
Customers expect immediate solutions to their problems, and AI-enhanced systems enable just that.
“One way to increase NPS is by upgrading knowledge management systems with AI. When purpose-built AI is infused across an organization’s knowledge management system, this makes it far easier for employees to search for answers to customers’ enquiries.
Customers want their questions answered instantly and this is the way to do that, leading to happier customers and a higher NPS.”
By reducing the time it takes to find answers, contact centres can deliver a smoother and more satisfying customer experience.
2. Use More Intelligent Bots
Another strategy to enhance NPS is deploying intelligent bots that utilise purpose-built AI. These bots are designed with guardrails to ensure they align with the organisation’s brand language, delivering responses that are both relevant and conversational.
With these bots, customers can receive immediate resolutions without the need to wait for a human agent.
“Another way to increase NPS is by using more intelligent bots. These kinds of bots are infused with purpose-built AI, and built with guard rails around brand language.
This means bots will answer customers right away with a relevant, appropriate, and conversational response, leading to a much faster resolution.
Customers continue to crave more robust digital self-service, this addresses that need.”
3. Proactive Engagement With Customers
The third way to boost NPS is through proactive engagement. Many organisations are now using AI to personalise outreach to customers, particularly those who might not typically engage with customer service.
“And lastly, proactive engagement is another great way to boost NPS. More organizations are using proactive outreach to connect with their customers, and this is especially true for customers that don’t normally interact with a brand’s customer service.
Organizations can use proactive outreach to remind customers about an upcoming service renewal. This can also be used during times of emergency, like letting customers know about a power outage or an evacuation order.
AI helps organizations personalize these messages to customers, and helps organizations know when they need to reach out. This is a great way to build customer loyalty.”
AI enables these interactions by determining when to reach out and personalising the messages to resonate with customers. Proactive, relevant communication builds trust and strengthens customer loyalty.
If you are looking for more great insights from the experts, check out these videos next:
- Top Tips to Optimize Occupancy and Utilization
- 3 Ways to Measure Customer Emotion in the Contact Centre
- How to Create ‘Super-Fan’ Customers
- 4 Examples of Customer Service Empathy Statements
Author: Guest Author
Reviewed by: Robyn Coppell
Published On: 13th Feb 2024 - Last modified: 29th Apr 2025
Read more about - Video, Artificial Intelligence, Elizabeth Tobey, NetPromoter Score (NPS), NICE, Top Story
