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 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