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. You’re also more likely to hear from customers at either extreme: either terrible experiences or outstanding experiences. Success metric #2: Customer effort score.

Metrics 52

Metrics Surveys Chatbots Best practices 52

Nicereply

JANUARY 4, 2023

Customer service and customer experience continue to be key competitive differentiators for many brands as they are looking to build an efficient service strategy based on top customer service trends of 2023. Get the most out of self-service and AI solutions.

Customer Service 59

Customer Service Self service Chatbots Surveys 59

Nicereply

SEPTEMBER 1, 2022

Customers will be loyal to your business if they have a great experience with you. Delivering a great customer experience (CX) builds trust and keeps customers returning. A report released in 2022 by Emplifi reveals that 43% of customers think of their past experiences with a brand when considering a new purchase.

Customer Experience 59

Customer Experience Chatbots CRM Surveys 59

Global Response

MARCH 27, 2023

The data indicates that customer service and customer experiences are directly related to your bottom line—yet many companies overlook the value of improving customer service from good to great. The easier it is for customers to find you and contact you, the faster they can get their questions answered.

Customer Service 62

Customer Service Chatbots Self service Personalization 62

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. For example, in our recent study , we found that: .

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

Netomi

MAY 13, 2022

Today’s customer support professionals have a lot on their plates – from interacting directly with customers and managing a steady stream of support tickets, to creating and updating libraries of self-service content. All this, while under pressure to keep customer satisfaction high and resolution time low.

Customer Service 52

Customer Service Self service B2B Call Center 52