Aria Solutions

AUGUST 30, 2019

CX-Focused customer service is beginning to take root. Customer obsession has surpassed efficiency as the primary driver of customer service. Movement in CX metrics are directly tied to reciprocal moves in wallet share, repurchase rates, long-term loyalty (reduction in customer churn), etc. . Think like an accountant.

Contact Center 48

Contact Center Customer Service Chatbots Metrics 48

Totango

AUGUST 11, 2022

Live chat and chatbot conversations. Customer satisfaction and feedback surveys. Showcase client case studies. Frequently eliciting feedback ensures that you are collecting the information you need to stay on top of customer sentiment. Showcase Client Case Studies. Blog content consumption.

SaaS 109

SaaS Journey mapping B2B Feedback 109

Kayako

AUGUST 12, 2022

Increased loyalty results in higher customer retention, reducing expensive churn and increasing customer lifetime value (CLV). The absence of an organized system with accessible client details undermines your customer service reps. Visualize the Entire Customer Journey in One Place. scale of 1 to 5).

Personalization 117

Personalization Customer Service Government Customer effort 117

Mindtouch

MARCH 16, 2020

Common touchpoints along the new customer journey. The new list of customer demands. Today, customers have Google, chatbots , voice assistants, and even phone support, all within arm’s reach. 10 essential customer journey KPIs. Customer Satisfaction (CSAT). Customer Effort Score (CES).

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Nicereply

DECEMBER 19, 2022

The most powerful marketing engines can’t beat happy customers recommending their products to friends and family. You don’t need a case study to understand why that is— happy customers want others to experience the joy your product brings them. Investing in happy customers means gaining their referrals.

Customer Experience 52

Customer Experience Journey mapping Feedback Engineering 52

Nicereply

JUNE 20, 2019

Research has shown that a 5% rise in customer retention can boost a brand’s income by 75% and such retention is the outcome of quality customer experience. This is even further proved by another survey by Forrester which revealed that the revenue growth of customer experience leaders is 5.1 times that of laggards.

Marketing 77

Marketing Chatbots B2C Self service 77

ChurnZero

DECEMBER 15, 2021

Teams can also use Customer Success software to quickly check if an account is still in good standing by looking at customer health scores, recorded survey responses, and financials. . This allows you to capitalize on moments when your customers are more primed to spread good sentiments about your company.

Sales 98

Sales Marketing Accountability Surveys 98