Kustomer

JULY 28, 2022

More engaged customer base: Great CX is about flexibility to meet your customers where they’re at. An omnichannel approach , or providing consistent service across all communication channels , makes engaging with your customers that much more accessible. Listen to the Podcast: Secrets to Improve CX.

Customer Experience 105

Customer Experience e-support Social Media Knowledge Base 105

LiveChat

AUGUST 3, 2018

They know me right when I call – they already have my phone number to identify me with, the customer service representatives greet me with my name right away and the problem gets tackled in a jiff, all thanks to the magic of information. For brands, it’s not about being multichannel any more, it’s about being channel agnostic.

Customer Focused 28

Customer Focused Company Multi-Channel Airlines 28

Retently

FEBRUARY 9, 2024

Hence, among the main areas for measuring satisfaction with customer service representatives are hold times, problem resolution effectiveness, and both knowledgeability and attitude of customer service representatives. Customer Feedback Questionnaires: Ease-of-Use and Accessibility Questions 5.

Feedback 122

Feedback Net Promoter Score Effort Score Customer Satisfaction 122

Tricia Morris

JUNE 26, 2015

In the Agent Apathy: The Root Cause of Poor Customer Service report, 71% of respondents recognized difficulties with their system and inefficiency of their tools as the top contributor to agent apathy and stress. Hiring more or new customer service representatives isn’t always the right answer to poor customer satisfaction rating.

Customer Service 40

Customer Service Net Promoter Score Poor Customer Service Customer Service Representative 40