Genroe

JANUARY 21, 2015

Note that these tips pretty much apply to any Voice of the Customer or Customer feedback (but not market research) process. So regardless of whether you are using Customer Effort Score, Customer Satisfaction or NPS® you can apply them to your business. Don’t Bother Benchmarking Your Score Externally.

Best practices 110

Best practices Surveys Benchmark Feedback 110

Pointillist

JULY 25, 2018

‘Thinking in journeys’ is important when it comes to data integration for customer journey analytics, as explained in detail in step 4 below. Has a journey mapping exercise ever been conducted? If recent, these journey maps can provide starting points to start discovering important customer journeys.

Analytics 43

Analytics Metrics Government Journey mapping 43

Comm100

AUGUST 21, 2018

According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.). Customer Effort Score – How easy was it for your customer to solve their problem with your chatbot or live chat agent? Recommended for you: Complaining Customers Are Your Best Customers.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

Comm100

AUGUST 21, 2018

According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.). Customer Effort Score – How easy was it for your customer to solve their problem with your chatbot or live chat agent? Recommended for you: Complaining Customers Are Your Best Customers.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40