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Top 5 Customer Service & CX Articles for Week of April 14, 2025

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: Our opening article is about personalization. Not all customers are the same. Some are dramatically different.

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Top 5 Customer Service & CX Articles for Week of January 26, 2025

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The title sums up the gist of the article. What makes a great customer experience? Theres power in personalization.

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The Role of Customer Effort Score (CES) in Improving SaaS CX

Nicereply

One key metric that helps SaaS businesses gauge their success in these areas is the Customer Effort Score (CES). In this article, we’ll explore the importance of CES in the SaaS industry, how it differs from other customer satisfaction metrics, and why reducing customer effort is crucial for long-term success.

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Measuring the Impact of Empathy in Customer Support

CSM Magazine

Customers who feel understood are more likely to trust the information provided, leading to quicker resolution. Customer Effort Score (CES): CES tracks how easy it was for a customer to get their issue solved. When agents show empathy, they naturally guide customers more effectively. Empathy plays a huge role here.

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The ROI of Omnichannel Customer Service: Metrics You Need to Track

CSM Magazine

Understanding and tracking the right metrics not only helps justify your investment in customer experience (CX) software and contact center software, but also guides continuous improvement to boost customer satisfaction and operational efficiency. What is Omnichannel Customer Service? chat vs. phone vs. social media).

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What Is Customer Effort Score (CES) & Why Does It Matter?

Interaction Metrics

Customer Effort Score (CES) measures how hard it is for your customers to get help from your customer service teams. You clicked through five help articles, waited on hold for 20 minutes, and answered the same question twice. Thats where Customer Effort Score (CES) comes in. They have options.

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Key Benchmarks Should You Target In 2025 for your Contact Center

NobelBiz

Delays frustrate customers and negatively impact satisfaction. Customer Effort Score (CES) : Reflects how easy it is for customers to interact with your business. Related Article How To Build an Exceptional Customer Support Service For Your Business? The Customer Effort Score (CES) is equally significant.