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.
Latest stories Page 2
Offering support across multiple channels is becoming more popular than ever as companies seek new ways to improve customer experience.
Unfortunately, most companies don’t have an integrated solution for phone support. Isn’t it time we shine a light onto phone support operations?
According to recent research, by the year 2020, customer experience will overtake price and product as the key brand differentiator.
Not sure what to make of your customer service efforts?
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.
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
Creating the optimal experience In customer service, if you hear the word “optimal,” it’s most likely modifying “Support Experience.
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.
What can an NPS survey tell you about your customer experience?
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
No one needs to tell you that a great customer experience is critical to a company’s success.
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
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
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
Customers expect a certain level of transparency when they submit questions, but for growing a company, providing reliable and consistent service can be difficult
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
When companies succeed at putting customers first, customers are more likely to advocate for and stay with a company longer.
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