Metrics and data

Customer conversations are a gold mine for key insights, but how do you know what to look for? Find out how to capture, process, and iterate on customer data, so you can build the modern experiences your customers have come to expect.

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The ROI case for omnichannel support Article

The ROI case for omnichannel support

Offering support across multiple channels is becoming more popular than ever as companies seek new ways to improve customer experience.

What everyone should know about integrated phone support 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?

10 Customer experience KPIs 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.

Figuring out “what happened?” with descriptive analytics Article

Figuring out “what happened?” with descriptive analytics

Not sure what to make of your customer service efforts?

Three customer support KPIs you need to track 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.

Demystify your data: the 3 types of customer analytics 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

Feedback is a gift—take it and optimise 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.

Geckoboard conquers global support with data Article

Geckoboard conquers global support with data

Research by Global Workplace Analytics found that the number of full-time US employees who regularly work at home has grown by 115% since 2005.

Making the most of an NPS survey Article

Making the most of an NPS survey

What can an NPS survey tell you about your customer experience?

Customize your CSAT surveys 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

The importance of benchmarking customer service Article

The importance of benchmarking customer service

No one needs to tell you that a great customer experience is critical to a company’s success.

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The science behind satisfaction prediction

We dive into the guts of Satisfaction Prediction to explain how it can help raise your company’s overall CSAT score and maintain happy customers

Sharing customer feedback Article

Sharing customer feedback

There’s no question that collecting customer feedback from support tickets, churn and NPS surveys, and other sources can help your company identify problem areas in customer service or your

How to get customer feedback: 3 methods Article

How to get customer feedback: 3 methods

As the founder and chairman of the largest laptop manufacturer in the world, Barry Lam has made billions of dollars by having a keen understanding what his customers want

Grow the bottom line by building trust Article

Grow the bottom line by building trust

Customers expect a certain level of transparency when they submit questions, but for growing a company, providing reliable and consistent service can be difficult

Fantastic voyage: Customer journey mapping is well worth the effort Article

Fantastic voyage: Customer journey mapping is well worth the effort

Customer journey mapping is a way for companies to see what customers really and truly experience with your brand, whether they’re browsing your knowledge base or being talked through a concern by

How customer-centric is your business? 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.

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2017 technology trends in customer support centers

A great customer experience helps to build long-term relationships with customers, yet many support organisations don’t have the tools to provide consistent support