Mindtouch
JANUARY 23, 2020
To that end, we worked hard this past year to help our customer base run audits to identify the MindTouch ROI and value metrics they care most about—data points not inherently baked into our product. This included metrics around cost savings, efficiency gains, and revenue generation. TALK TO YOUR CUSTOMER SUCCESS MANAGER.
Kayako
NOVEMBER 9, 2018
A growing concern for customer retention, expansion, and cross-sell opportunities is customer effort. This “effort villain” is out to get your customers at every chance. We know that the more effort a customer has to exert, the more likely they are to churn. Not Starting at Google = Bad.
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TechSee
OCTOBER 29, 2019
Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. Above all, the aim has to be ensuring that self-service is entirely effortless for the customer.
Hello Customer
APRIL 5, 2023
Once you’ve mapped your touchpoints on a customer journey, the next step is to figure out which metrics you should use for each touchpoint so you capture relevant feedback for each interaction. This will help you to pinpoint friction in the customer experience. It shows their overall perception of your company.
Nicereply
FEBRUARY 2, 2024
This will, in turn, will help you: Build stronger customer relationships Earn customer trust Improve customer satisfaction Happy and satisfied customers often become advocates who rave about your brand on social media and review sites. The post What is Customer Success and Why is it Important?
Nicereply
NOVEMBER 27, 2023
As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. One metric that serves as a crucial tool in your arsenal is the Customer Satisfaction Score or CSAT. What is a CSAT (Customer Satisfaction Score)?
TechSee
DECEMBER 22, 2019
Complex cases increase average handling time (AHT), a key performance metric that is deeply entrenched in the customer service field. Visual Assistance is tailor-made for controller agents, exponentially enhancing their problem-solving abilities. But controller agents are a minority.
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