What You Need to Know to Reduce Customer Effort in 2019

360Connext

We’re all making predictions and tracking trends in customer experience. One thing we predict will not change for a long time is the need to reduce customer effort. Reducing efforts will only begin when organizations understand customer journeys and personas.”.

Customer Effort Score vs. Customer Satisfaction

Mindtouch

In the world of customer experience, there’s more than one way to shine a penny. Net promoter score (NPS) , customer satisfaction (CSAT), customer effort score (CES)—each of these KPIs provides useful insights into the customer’s journey. They help us answer questions like: How do customers find our help content? What kind of customer support experience do customers prefer? How hard are we making it on our customers to self-serve?

Searching for Reduced Customer Effort

Mindtouch

Reducing customer effort has become a high-priority objective for most companies. Central to improving customer effort scores is useful and timely content. Yet, in spite of all of the great content that companies produce—from onboarding and customer education to product documentation and knowledge base articles—there is one immense, frustrating hurdle still facing the customer: Google Search. Don’t make customers work to find you online!

Lower Customer Effort, Supercharge Customer Experience

Mindtouch

Customer experience is no different. Most customers prefer one support call to two— self-service over having to wait on someone else for answers. In a word: most of us expect customer effort to be as low as possible. Hello, Customer Experience? The problem for companies that track and analyze customer experience data is that the number of ways customers interact with us is proliferating. Sure, you can hire friendly customer service employees.

5 Customer Effort Villains and their Kryptonite

Kayako

The less effort a customer goes through to do business with you, the better.” — Shep Hyken. 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.

5 Self-Service Pitfalls That Increase Customer Effort

Mindtouch

And hidden sticking points could be leaving customers dissatisfied, frustrated, and hampering your aspirations for blockbusting, show-stopping ticket deflection. Regardless, if you’re making one of these mistakes, you’re likely increasing customer effort and quietly diminishing your customer effort score. If that’s where your customers start their self-service experience, your branded help content better show up there.

What is Customer Effort Score and How is It Measured?

Mindtouch

For customer support and success professionals, there are three that likely come up on a frequent basis: customer effort score (CES), Net Promoter Score (NPS®), and customer satisfaction (CSAT)—the primary customer success KPIs. In terms of understanding and fostering customer loyalty, CES has proven particularly useful. According to Gartner , CES is “25% more predictive of customer loyalty than the next best metric.”

What You Need to Know to Reduce Customer Effort in 2019

360Connext

We’re all making predictions and tracking trends in customer experience. One thing we predict will not change for a long time is the need to reduce customer effort. CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital engagement are the keys to achieving that objective.

An Introduction to Search Reporting, Your New Customer Effort Hack

Mindtouch

Bad search experiences can have a number of direct and indirect consequences: Increases the effort needed for internal and external agents to find the help content they need. Negatively impacts customer success KPIs like customer satisfaction, NPS®, and CES. Causes customers that would have otherwise self-served to call in to customer support. Increases ticket volume and customer support costs.

Reduce Customer Effort, Increase Loyalty: A Recipe for Growth

GetFeedback

Customers churn for a lot of different reasons. In today’s world of subscription-based business models and limited trial periods, many brands risk losing a large swath of customers after a certain time frame has passed. No brand is immune from customer churn, either. This means that companies need to pay attention more than ever to the customer experience. By understanding why customers churn, you can identify which areas of your business need the most improvement.

Guest Blog: Thank Your Customer With Actions Not Words

ShepHyken

This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Organizations are irrelevant without customers. But not all businesses can boast of loyal customers.

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Reducing Customer Effort – Make it Easy to be Your Customer

NICE Systems

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Making your customers exert effort when interacting with you is – no surprises here – obviously a bad thing.

5 Technologies That Reduce Customer Effort

VocalCom

The technologies used in modern contact centers are instrumental in delivering great customer experiences. Customers seek effortless experiences, and the key to satisfying them is by using technologies in ways that serve their needs. Here are five ways to reduce customer effort through the efficient use of contact center technologies. Many brands use IVR menus to serve their mobile customers, believing that the technology saves time.

How Click Navigation Can Lower Customer Effort

Mindtouch

Like most customers seeking self-service , all I know from the outset is that I need help. As we mentioned in our blog post on Strategies for a More Personalized Self-Service Experience , the Whirlpool® product help is a particularly good example of easy-peasy click navigation. For Whirlpool ® —or any other company, for that matter—this kind of navigation does two very important things: it lowers customer effort and helps deflect tickets.

Improve the Omnichannel Experience, Reduce Customer Effort

CX Journey

It was published on their blog on October 15, 2015. How would your customers rate your omnichannel experience? Customer effort is (or should be) a huge area of concern for customer experience professionals; it's major point of contention and frustration for customers.

Customer Effort: Don’t Make Your Customers Work For You

VocalCom

First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. While resolving an issue quickly may restore faith in a customer, minimizing his effort to begin with is the greatest way to earn his trust. According to a study by Corporate Executive Board, reducing customer effort is key to earning long-term loyalty. So how can you reduce customer effort?

The Impact of Customer Effort on Customer Loyalty

Mindtouch

Alex presents a bounty of useful information and data about the impact of customer effort on customer loyalty. Indeed, multiple independent research firms have research that states customer effort has the single largest impact on customer loyalty. Furthermore, customer self-service is consistently the highest ranked driver in lowering customer effort. Alex van Dijk presents Reducing Customer Effort.

New Research: Customer Effort Score Debunked, NPS® Vindicated

Genroe

It’s similar with customer feedback metrics. Should you use Net Promoter ® or Customer Effort Score or Customer Satisfaction or some other new fad metric ? The opinions vary widely based on the last blog the person has read.

Why Customer Effort Trumps Customer Delight

Talkdesk

Did you know that news of a bad customer service encounter reaches over twice as many ears as praise for a good experience? This makes perfect sense as you can probably easily remember the last time you to finally attend to you, but find it hard to recall the last pleasant customer support experience you had. A poor experience can easily be avoided by creating a seamless, effortless and speedy experience for the customer. Delight doesn’t keep customers loyal.

Guest Blog: The 8 Elements of Customer Support Quality

ShepHyken

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? Customers expect correct information from support.

4 Tips to Improve Customer Effort Score Using Self-Service

Mindtouch

If you’re banging your head against the wall, wondering what the cause of your lackluster customer effort scores (CES) is, good on you. You care about your customers! Listening to our customers’ stories , we hear time and time again that good self-service strategy is central to lowering customer effort. We also know from experience that lowering customer effort score can supercharge customer experience.

Reducing Customer Effort – Make it Easy to be Your Customer

NICE Systems

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are. Making your customers exert effort when interacting with you is – no surprises here – obviously a bad thing.

How To Fight The Case For Low Customer Effort

Salmat

What does lower customer effort mean for your organisation in dollars and cents? How can you prove that low effort equals loyalty? Scott McMillan's customer experience blog series continues, helping you demonstrate to the C-suite nay-sayers how low customer effort positively affects the bottom line

Guest Blog: The 8 Elements of Customer Support Quality

ShepHyken

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? Customers expect correct information from support.

Guest Blog: A Radical Idea in Customer Service Surveys – The Solo Question

ShepHyken

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. Be honest – even if you are a customer service professional who relies on surveys for your data, when you see someone on the street asking survey questions, how many times do you cross to the other side? Customer Effort Score (CES). Customer Satisfaction Score (NPS).

Guest Blog: Why Facilities Managers Are the Hidden Heroes of Great Customer Service

ShepHyken

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. 3 Ways to Support Excellent Customer Service from Behind the Scenes . Optimize Customer Flows.

Guest Blog: Instant Customer Service – Just Add Text Message

ShepHyken

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Let’s face it, customer service is the lifeline of any company. Reasons for bad customer service.

Guest Blog: In the CX world, tracking these metrics is a way of life!

ShepHyken

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. Customer Satisfaction score (CSAT). Customer Effort Score (CES).

How to Reduce Customer Efforts in Doing Business with You (3 Strategies that Really Work)

Jacada

Jacada BlogIt’s been a few decades since business started being a “thing”. Modern life is challenging us to have a full social, family, personal and healthy life while fulfilling ourselves professionally. People do everything they can to multitask, including online shopping from the bathroom , reports the Washington Post. Read More.

4 Metrics for Measuring Live Chat Success

GetFeedback

Customers want solutions, and they want them fast. It’s one of the main reasons why live chat customer service is in such high demand. These metrics, which we retrieve through our post-chat surveys , allow us to gauge our customers’ individual experiences with our team.

A 3-Point Checklist for Reducing Customer Hassle

Customers That Stick

“First, do the customer no harm.”. I am wrapping up the final edits on my upcoming customer service book with the publisher this week, and one of the few areas I made last minute changes to were on the topic of delight, amazement, and Hero-Class TM customer service.

3 Questions to Ask Before Launching Live Chat for Customer Service

Customers That Stick

At CTS Service Solutions, we believe one of the best ways to improve customer experiences is by making interactions ad easy as possible and by decreasing the hassle-factor. Live chat allows organizations to assist online customers in real time.

Use These Survey Questions to Predict and Increase Customer Retention

GetFeedback

When it comes to measuring the probability for a customer to return to a brand and make new purchases, many businesses rely on the typical customer satisfaction (CSAT) survey question: “How satisfied were you with your experience today?”. While it may seem that this question will determine customer retention , research on customer feedback tells a different story. Here are two very effective (and often overlooked) ways to predict customer retention.

Why Machine Learning is the Hero of Customer Feedback Analysis

Mindtouch

If you’re gathering customer feedback, you know that the trouble is not in gathering feedback, but rather, getting actionable insight from the feedback you’ve gathered. Customer feedback analysis, to be precise. Even if you feel like you’re sitting on a goldmine for understanding your customer base, getting value out of your feedback can seem like a monumental task. The enormous time investment it takes to review every customer comment.

American Airlines Creating Wi-Fi Friction

PeopleMetrics

The reason is that a great customer experience is usually about solving a problem with as little customer effort as possible. On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort.

What is Customer Success?

Mindtouch

Customer success has evolved over the past decade. Most successful SaaS companies now have a dedicated customer success function, a trend that’s expanding into manufacturing and other industries. Businesses now understand that customers who continue finding value tend to become product experts and loyal brand advocates. Hold the phones, though: What is customer success? Consider this an introductory guide to customer success, broken down into five sections.

SaaS 60

5 Signs You’re Making Things Difficult for Customers

Mindtouch

To continue meeting customers where they want to be met, companies need to engage customers on a deeper level. Regardless of what motivates the call for reducing customer effort —be it survival, a genuine interest in customer well-being, or some mixture of both—getting to know customers better requires more than empathy. Indicators of a high customer effort experience. Customers say so.

Why Do Customers Do What They Do?

Mindtouch

They are certainly an interesting study of customer understanding! So, let’s think for a moment how that applies to customer experience. I bet you don’t have to think about that for too long, since Rule #1 in customer experience is “understand the customer.” If you know customers well, it’s much easier to meet, and especially exceed, expectations. I think we’re familiar with that thinking in the world of customer experience.

How to Champion Customer Success: An Interview with Ari Hoffman

Mindtouch

His talent for training agents to speak to customers as humans, rather than script readers, put him on a successful path to onboarding new customers in as little as three months. After spending two and half years as the MindTouch Success Fanatic, his ability to deliver a consistent and engaging customer voice has pushed him into his new role as Head of Customer Success Marketing. Customer service is something that’s very intimate.

Drive Customer Experience and Outcomes with CX Data

Mindtouch

As the age of the customer continues to influence the shape and strategy of customer interactions, customer experience (CX) data such as Net Promoter Score (NPS ® ), Customer Effort Score (CES), and Customer Satisfaction (CSAT) inform strategic discussions across industries and verticals. The objective to offset customer acquisition costs, which in SaaS alone averaged $1.15/$1.00 Here’s how our Customer Advocacy team does it.