TechSee

MARCH 7, 2022

Today, digital self-service has become the preference – and the new normal, along with higher expectations and reliance on these channels. The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 .

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

Quiq

MARCH 31, 2022

Marketing and sales consistently combine their efforts to attain the most customers at the lowest price. But few businesses dedicate as many resources to customer retention. Keeping customers happy and continuing to buy from your e-commerce business deserves (and often requires) as many resources.

Customer retention 77

Customer retention Metrics Personalization Benchmark 77

Quiq

DECEMBER 8, 2021

2022 is quickly approaching, and you’re likely gearing up for new initiatives, process changes, and everything else that comes with the beginning of a new year. Number of satisfied customers ÷ Total number of respondents x 100 = CSAT. On a 1 to 5 scale, 4s and 5s are typically the highest predictors of customer retention.

Metrics 52

Metrics Surveys Chatbots Best practices 52

CCNG

OCTOBER 19, 2022

Gartner, 2018) According to customers, in 2022, only 3% of companies are customer-obsessed — putting customers at the center of their leadership, strategy, and operations — a decrease of 7 percentage points from the prior year. Forrester, 2022) 80% of CEOs believe they deliver superior customer experience.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Netomi

MARCH 27, 2022

When measuring CSAT, it’s important to understand the different circumstances of your individual customers to glean actionable insights. Customer retention is fundamental to a thriving business. This is because it’s cheaper to keep your current customers than attract new ones. Customer Think: [link] . Interested?

Airlines 93

Airlines Benchmark Surveys Customer Support 93

Global Response

JANUARY 23, 2023

Increase our inbound sales leads by 30% in Q1 compared to Q1 of 2022.” Scale our 2-person call center team to a team of 1,000 employees managing every aspect of customer service.” For example: 69% of customers say they’ll try to resolve their issue on their own first before contacting the company directly.

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62

Playvox

JUNE 22, 2023

Ultimately delivering outstanding customer experiences should be a strategic business priority for organizations if it isn’t already. Higher CES scores mean less customer effort, better customer experience, and more customer loyalty. Why do metrics matter?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52