aircall

NOVEMBER 29, 2016

Correspondingly, making the customer jump through hoops just to find your phone number will make them that much more irate when they do call you up. You could go the extra-mile and further minimize customers’ effort by providing a click-to-call button.

Customer Service 88

Customer Service Customer retention Metrics First call resolution 88

aircall

NOVEMBER 23, 2016

Sales teams use the phone for a reason: the channel is the most personal, the most human, and makes for more valuable exchanges. That’s why the phone can be a useful tool for client conversion A prominent phone number alongside a sign-up field and a live chat box is the winning trifecta for converting website visitors to paying customers.

voip 78

voip Interactive Voice Response Sales First call resolution 78

Pointillist

JULY 25, 2018

The questions below will help you define the scope of your customer journey analytics project: Will the project be confined to a single team, such as customer experience or marketing, or will other business functions use the platform? Is your organization already aware of specific pain points and friction in your customers’ journeys?

Analytics 93

Analytics Government APIs Metrics 93

ProProfs Blog

APRIL 17, 2020

Expansion MRR Rate is a helpful customer success metric as it represents the monthly value of the new revenue collected from your existing customers’ additional purchases. Upsells, cross-sells, and advanced features/plugins/add-ons that they don’t get with their standard subscriptions are only some of these sources.

Metrics 142

Metrics Customer retention SaaS Surveys 142

aircall

NOVEMBER 23, 2016

Sales teams use the phone for a reason: the channel is the most personal, the most human, and makes for more valuable exchanges. That’s why the phone can be a useful tool for client conversion A prominent phone number alongside a sign-up field and a live chat box is the winning trifecta for converting website visitors to paying customers.

voip 48

voip Interactive Voice Response Sales First call resolution 48

Voxjar

MARCH 21, 2019

Here are some of the common mistakes we run across when our customers set up call scorecards. Different call types should be measured differently. Sales is not the same as support. 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.

Metrics 40

Metrics Coaching Scripts Contact Center 40

Pointillist

JULY 25, 2018

The questions below will help you define the scope of your customer journey analytics project: Will the project be confined to a single team, such as customer experience or marketing, or will other business functions use the platform? Is your organization already aware of specific pain points and friction in your customers’ journeys?

Analytics 43

Analytics Metrics Government Journey mapping 43