B2C Customer Support Document Metrics 
CX Accelerator
FEBRUARY 6, 2019
Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life. I've never focused on this as a metric so I have a couple of questions - 1.
Nicereply
JULY 14, 2020
Now is the time to hone your customer focus and work to delight the people that come in contact with you. It won’t be easy: 54% of B2B support teams have seen increased volume during the pandemic, along with 45% of B2C organizations. The boosted volume of support tickets has benefits beyond keeping your team members busy.
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aircall
JUNE 9, 2021
However, with many customer support channels available, choosing the right one(s) can be complicated. In this article, we’ll go through everything you need to know to select the best multichannel mix for your customers’ needs, including: 1. The top customer support channels available today.
delighted
MARCH 24, 2020
As companies worldwide turn their growth mindsets towards retention, now is the time to revamp outdated processes and documentation that have slipped by the wayside. Ensure your support team is easy to contact and set up for success. Take a break from metrics. Fine-tune your self-serve help center documentation.
JustCall
APRIL 5, 2023
The need for customer success management is fairly new and fast becoming pertinent. With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. Traditional customer support models will not cut it. out of 5 stars.
Kayako
NOVEMBER 9, 2018
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. To battle this, Customer Effort Score was born. This metric is an excellent way to provide meaningful insights into the customer experience.
ChurnZero
JULY 12, 2019
The answers are normally quite homogenous in B2C (e.g. Successful applications can easily prove the value they provide (from the onboarding phase on), keep reminding users of what they’ve achieved and how their situation has improved while accessing a particular service, and lead customers to success by effectively impacting metrics and KPIs.
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