CSAT
Use customer surveys to innovate your customer experience
Imagine that you’ve just dropped a glass of water in a customer’s lap. Chances are that the look on their face will tell you how they feel!
Latest stories
Article What everyone should know about integrated phone support
Unfortunately, most companies don’t have an integrated solution for phone support. Isn’t it time we shine a light onto phone support operations?
Article 10 Customer experience KPIs
According to recent research, by the year 2020, customer experience will overtake price and product as the key brand differentiator.
Article Three customer support KPIs you need to track
Over the years, I’ve been fortunate enough to be included in discussions with some of the world’s most effective customer support leadership teams.
Article Demystify your data: the 3 types of customer analytics
Customer analytics can tell you what you want to know about your customers, leading to sharper predictions and actionable roadmaps for achieving your desired results
Article Feedback is a gift—take it and optimise
Creating the optimal experience In customer service, if you hear the word “optimal,” it’s most likely modifying “Support Experience.
Article Customize your CSAT surveys
Customer satisfaction (CSAT) has long been a measurement used to help companies understand how well their agents and the customer service organization as a whole have been performing
Article How customer-centric is your business?
When companies succeed at putting customers first, customers are more likely to advocate for and stay with a company longer.