conversational-surveys 
Kayako
OCTOBER 11, 2017
When Kayako surveyed 400 anonymous consumers about live chat, 38% said poor user experience is the channel’s biggest flaw. This probably won’t surprise you if, like 38% of the businesses we surveyed, you know your user experience is not good enough. Our survey results suggest the key lies with how those answers are delivered.
Kayako
OCTOBER 16, 2017
On the other (more positive) end of the spectrum, support can identify customers who could benefit from a having conversation around expanded usage. These conversations should be passed over to a customer success manager who can dive into more details around the customer’s needs. Collect product feedback to help improve the product.
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Kayako
OCTOBER 18, 2017
We conducted a survey of 1000 consumers , asking about their live chat experiences. Even before a customer has purchased from you, the support channels you offer can have a big impact on the likelihood of conversion. Kayako Messenger can start conversations at anytime—even when your team aren’t online. Live chat drives sales.
ReviewTrackers
OCTOBER 25, 2017
B2B ratings and reviews site Clutch partnered with Smart Insights to survey 344 social media marketers from around the world to determine the value of social media. Fifty-two percent of social media marketers believe social media has a positive effect on their company’s revenue and sales, a number that continues to increase.
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When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts?
Talkdesk
OCTOBER 27, 2017
TalkIQ has four main features that allow the solution to deliver best-in-class insights from conversations through AI and speech recognition: Easily access the metrics that matter most : Personalize a dashboard that showcases progress toward your key business goals. Define, track and share key moments for all of your conversations.
CCO Council
OCTOBER 28, 2017
Executive search firm Russell Reynolds surveyed 2000 C-level executives in 15 industries, asking them to describe the expected rate of digital disruption during the coming 12 months. My personal conversations with chief customer officers (CCOs) confirm that B2B industries are not far behind.
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While surveys have formed the backbone of CX efforts for decades, they only account for a small percentage of all customer feedback data available to businesses today. In the age of the omnichannel customer, businesses that over-rely on surveys to fuel modern CX programs are getting left behind.
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