ShepHyken

NOVEMBER 23, 2018

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? To be good, a customer support interaction needs to be….

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Customer Support Customer effort Self service Metrics 168

Mindtouch

JANUARY 30, 2018

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?

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Solvvy

AUGUST 17, 2022

However, some of the most important metrics to track are customer support KPIs, which can provide crucial insights into your operation and the health of your business, from customer satisfaction and retention to cost control and the bottom line. Why Should Businesses Track Customer Service KPIs?

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Customer Support Customer retention Chatbots Metrics 102

Mindtouch

FEBRUARY 15, 2018

Regardless, if you’re making one of these mistakes, you’re likely increasing customer effort and quietly diminishing your customer effort score. After shifting its focus to CES, the GetFeedback Customer Support team saw improvements in other support KPIs (and even threw some out the window completely).

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Nicereply

MAY 11, 2023

Introduction to Customer Effort Score Let’s talk about Customer Effort Score (CES) for a moment. If you’re interested in the background of CES and how and why it works, you can download our Ultimate Guide to Customer Effort Score. Are you unsure about the seamlessness of your onboarding?

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Customer effort Surveys Feedback Metrics 52

Nicereply

DECEMBER 28, 2021

In this episode, we talk to Marc Bindlechner, Director of Customer Service at Koala – winner of the 2021 Nicereply Customer Happiness Award for Customer Effort. Marc from Koala highlights some tips and tricks on how you can perpetually delight your customers. Thank you for joining us for the ride in 2021!

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Nicereply

APRIL 9, 2020

Certainly, no one ever wants to learn that customers find it difficult to do business with them. Over the last decade, there’s been a rising awareness of the importance of monitoring customer effort , based on the understanding that customers are most satisfied and most loyal when they find it easy to engage with your product.

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Mindtouch

MARCH 2, 2018

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. But what, exactly, is customer effort score? Fair enough.

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Spearline

AUGUST 7, 2019

5 stars here, "satisfied" scores there, businesses both demonstrate their strengths and weaknesses through the use of customer effort scores on their website, for potential customers and competitors to see. Businesses are continually hoping to keep their customers impressed by, and loyal to, their services.

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Mindtouch

FEBRUARY 28, 2018

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. Hampers ticket deflection initiatives. Weakens brand image.

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JustCall

MARCH 9, 2023

Whether it’s comparing customer care vs. customer support or customer support vs. customer experience, all these terms are used interchangeably (and wrongly so). What is the Difference Between Customer Service and Customer Support? ” The short answer?

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Customer Support Customer Service Average Handle Time Metrics 40

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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Solvvy

JUNE 30, 2021

So how can you get a sense of the customer experience you’re delivering? It starts by analyzing your metrics – especially those tied to your customer support efforts. . Here’s why: Accessibility and Responsiveness Improve the Customer Support Experience. EST, so why make customers wait?

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Chatbots Metrics Customer Support Agent burnout 62

Kayako

APRIL 25, 2017

Viktor Magic will walk you through how to run a customer effort questionnaire and why it’s important to track CES after every transaction. Customers don’t want high effort experiences because difficult experiences make the customer feel exhausted. Sending a Customer Effort Survey.

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Customer effort Surveys Feedback Metrics 63

Tethr

FEBRUARY 27, 2019

So your organization set a goal around improving your Customer Effort Score, now what? Without knowing where or why effort is occurring in customer interactions, where do you start? Step #1 – Use the Tethr Effort Library to identify instances of effort in customer interactions.

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Nicereply

JUNE 10, 2021

Customer-facing teams, such as Support and Success, can help you provide the CX your customers expect. But there are distinct differences between having a Customer Support team and having a team that facilitates customer experience. It is a differentiator for companies.

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Mindtouch

FEBRUARY 27, 2018

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.

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Nicereply

OCTOBER 14, 2019

Depending on your industry, you might not have a choice about how accessible you make your support. I contacted Kelly Lynch, a customer support agent by day, and a stand-up comedian and disability advocate by night to help me learn more about how customer support teams can become more accessible to a wider range of users.

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Mindtouch

MARCH 16, 2018

There are a lot of reasons a customer support agent might be unhappy. Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. Wherever you find agent burnout, dissatisfied customers are not far away.

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Mindtouch

MAY 8, 2018

It is tempting to design a support process around what we, as a business, need rather than what our customers want and expect. The truth is, the customer support experience tends to color a customer’s perception. It can have a lasting impact on customer loyalty , buying behavior, and future customer interactions.

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UJET

MARCH 28, 2019

Customer support agents help customers resolve issues with the extra goal of building brand loyalty. Supervisors track metrics like number of calls taken, number of issues resolved or average wait time, but they might not have the time to listen to every call recording to see where improvements are needed.

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aircall

MAY 16, 2017

As a field and as a department, customer support is no longer relegated to the kids’ table. Customers are afforded more options than ever, and as a result, their expectations in terms of service and support are soaring. In order to satisfy them, your business requires a crack support team. What do they do?

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Help Scout

JULY 24, 2018

Understanding the difference between customer service and customer support can be a challenge. At first glance, customer service and customer support seem similar. Both fields involve helping customers. They employ similar skills like active listening and empathy to increase customer satisfaction.

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Kayako

JANUARY 14, 2016

Did you know that team size and tenure don’t make a difference in how much a customer support manager will be paid for their work? And, did you know that it takes an extra $10k per year for customer support professionals to go from satisfied to very satisfied? Four new facts about the support industry in 2016.

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Customer Support Multichannel Surveys Customer effort 46

Hello Customer

JANUARY 6, 2022

Customers nowadays want everything easy and we can't really blame them for that. Long queues, having to wait for hours to talk to customer support or browsing an old website that you have to refresh every 2 minutes. It can be the last straw that will make your customers leave you for someone else. CES: what is it?

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Nicereply

JANUARY 27, 2022

Today we will go through 12 things to do to improve your customer support in 2022. Each month, choose a new focus and commit to integrating it within your support team. 12 things to do to improve your customer support. Blog tip: 3 Customer Service Skills for Handling Difficult Conversations.

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Average Handle Time Customer effort Metrics Customer Support 98

Nicereply

JULY 31, 2023

A customer satisfaction survey is a list of one or more questions organizations use to get feedback from customers about their product or service. These surveys can ask about specific features, the customer support experience, or any other area of the business. Don’t do it, and you risk losing customers along the way.

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TechSee

AUGUST 19, 2020

The retailer allows customers to scan the item’s QR code and return it via a kiosk, with no human contact necessary. Safety concerns create emotional effort. This demonstrates that technician visits can be a significant cause of high customer effort. These include: Remote Support.

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Self service Customer effort Banking Enterprise 109

delighted

JANUARY 4, 2022

Share data with your product teams, marketing teams, and customer support teams. Customer feedback provides you with credible intel as to how your product is faring in the market , what your customers think of your brand and services, and how helpful and responsive your company is to your customers’ needs.

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Tethr

MARCH 20, 2020

If your agents aren’t able to focus their attention on each customer and have meaningful conversations, then you could be sacrificing a great relationship. Relationship building can lead to referrals, repeat customers and increased lifetime. Great customer support is intentional, not accidental.

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GetFeedback

OCTOBER 22, 2018

Here are two very effective (and often overlooked) ways to predict customer retention. Measure customer effort, not customer satisfaction. This is especially true for customer support. The fewer the hassle, the higher the retention rate.

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Nicereply

JULY 31, 2023

A customer satisfaction survey is a list of one or more questions organizations use to get feedback from customers about their product or service. These surveys can ask about specific features, the customer support experience, or any other area of the business. Don’t do it, and you risk losing customers along the way.

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Surveys Feedback Customer effort Customer Support 52

Nicereply

SEPTEMBER 22, 2022

We asked CX professionals what they consider the most important element of an excellent customer experience. Well, customer support plays a significant role when it comes to positive customer experience. Redesign Your Website to Decrease the Number of Support Tickets. Examples of Great Customer Experience in 2021.

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ProProfs Blog

APRIL 28, 2020

Consider Common Customer Challenges. Monitor Customer Service Metric Levels. How to Set Measurable Customer Service Goals. Customer Satisfaction Score (CSAT). Customer Effort Score (CES). How to Make Sure You Reach Your Measurable Customer Service Goals. Treat Every Customer With Complete Attention.

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Customer Service Metrics Education Customer effort 140

TechSee

NOVEMBER 16, 2020

In the decades since, with the ever-more-rapid pace of life, there is an increasing demand for companies that really know how to provide successful remote support and can provide faster response to customer support issues. 4: Make remote support interactions available as part of a journey.

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Nicereply

DECEMBER 14, 2022

Artificial intelligence and chatbots can help to automate repetitive tasks , so as to free up your customer support team to focus on more complex issues. Podcast tip: Customer Experience Leaders Chat is where we talk to support professionals from all over the world. What is AI good for?

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Hello Customer

AUGUST 4, 2022

First things first, let us help you understand what a Customer Satisfaction Score (CSAT) really is. To put it in simple terms, it is a customer satisfaction metric that can be used alongside Net Promoter Score (NPS) and Customer Effort Score (CES) - as part of your Voice of the Customer program.

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