SmartKarrot

MARCH 22, 2022

Since B2B SaaS businesses are dependent on the subscription model, retaining customers is imperative for their sustainability, leave alone growth. This is where customer responsiveness comes into the picture. Definition of customer responsiveness. But before that, you need to understand its meaning.

SaaS 10

SaaS B2B Advertising Brand ambassadors 10

Pointillist

JANUARY 25, 2019

As Forrester explains in a recent report : Executives need strategic KPIs to prove the business case for good customer service operations, while operational managers need to gather more comprehensive metrics in near real time to make the right decisions about the management of service requests of their workforce.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

aircall

NOVEMBER 3, 2016

Using the phone for customer support is necessary, but that doesn’t mean it’s not a challenge to get right. Training your support team properly is an investment of time and effort. However, strengthening your phone channel is definitely worth it, given the benefits to your customers. What are the benefits?

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

aircall

NOVEMBER 3, 2016

Using the phone for customer support is necessary, but that doesn’t mean it’s not a challenge to get right. Training your support team properly is an investment of time and effort. However, strengthening your phone channel is definitely worth it, given the benefits to your customers. What are the benefits?

Customer Support 59

Customer Support First call resolution Brand ambassadors voip 59

Fonolo

MAY 3, 2023

This guide will walk you through everything you need to know in order to understand, measure, and reduce call abandonment in your contact center. What is an Abandoned Call? The definition of an abandoned call in a call center is a call where the caller hangs up before they speak to a customer support agent.

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

ProProfs Blog

APRIL 17, 2020

Reduce CRR’s impact on your performance by increasing customer acquisition. Although this strategy doesn’t really improve your CRR, it definitely can help neutralize its adverse effects on your business performance in the short run. Make it convenient for customers to provide their feedback.

Metrics 142

Metrics Customer retention SaaS Surveys 142

Voxjar

MARCH 21, 2019

Please don’t hold them accountable for a customer’s happiness. Sometimes a customer is just going to be pissed off and stay that way. A much better metric would be a customer effort score or a customer satisfaction score. It’s better to measure how well the agent did her job instead of how happy the customer was.

Metrics 40

Metrics Coaching Scripts Contact Center 40

Pointillist

JUNE 6, 2018

Most of my clients employ well-known metrics such as NPS, Customer Satisfaction (CSAT), , First Call Resolution (FCR), and Customer Effort Score (CES). They also use customer lifetime value(CLV), share of wallet, and retention. Are you seeing any common themes across the organizations you work with?

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40

Comm100

NOVEMBER 15, 2017

Email: whether a customer’s issue has been resolved in one email response. The definition of first contact resolution is constantly evolving. It was first coined as “first call resolution,” back when the telephone was overwhelmingly the most popular customer service channel. Conclusion.

First call resolution 44

First call resolution Metrics Best practices Customer Service 44