Customer effort First call resolution Surveys Upselling 
TechSee
MAY 29, 2018
Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video. Maximizing relationships with existing customers by improving communication and service processes is a clear priority in our customer-centric era. Better resolution rate.
ProProfs Blog
APRIL 17, 2020
For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers. In one of the surveys too, 47% of business owners find customer satisfaction to be one of the most important metrics to measure success.
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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?
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.
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?
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