CSM Magazine

JUNE 10, 2021

Such insights, if shared with other departments, can reduce contact volumes, lower customer effort and improve the internal reputation of the contact centre. After all, while problems originate in other areas of the business, customers highlight these issues in their contact centre conversations. This is not a “blame game”.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

GetFeedback

AUGUST 16, 2018

As customers reply, you can keep track of your average score and segment responses by specific criteria (like customer type, region, agent, etc.) Customer Effort Score (CES). Offering quick and effective support is the surest way to make your customers happy. Knowledge Base Article Helpfulness.

Metrics 79

Metrics Customer Service Surveys Self service 79

Solvvy

JULY 8, 2022

Satisfied customers are less likely to churn and, therefore, more likely to enable a business to build recurring revenue. Moreover, they’re more likely to increase spend with your company and become “brand ambassadors. One metric you can monitor in addition to CSAT and NPS is the Customer Effort Score (CES).

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

Solvvy

SEPTEMBER 17, 2022

What is a Customer Service Knowledge Base? To build strong relationships with your customers, you must be transparent and provide information. A customer service knowledge base gives you an easy way to provide tips and guidance to educate your users or customers. How-to instructions.

Customer Service 62

Customer Service Self service Engineering Customer Support 62