2020 Effort Score Engagement Wait Times 
Comm100
JANUARY 7, 2020
Smart businesses recognize that customers gravitate to organizations that put effort into meeting, or even exceeding, their expectations. With higher expectations and more purchasing options, today’s customers are too savvy and empowered to accept the promise of stronger engagement. They need to experience it. On average, 74.5%
Lumoa
JUNE 14, 2023
When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). But what happens when your NPS score isn’t quite as rocketing as you’d like? So keep reading if you want to get your NPS score back on track and supercharge your CX efforts.
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Comm100
FEBRUARY 1, 2023
Robust solutions can also automatically send messages to students to promote engagement before a student leaves without an answer. Live chat allows schools to provide a more immediate communication channel to students that can improve engagement and retention. One study found that 73.4% One study found that 73.4%
Comm100
MAY 20, 2022
Chat and Email Benchmarking Study, they found that “ chat is the highest-scoring channel by a wide margin ”. In 2021, the average live chat CSAT score stood at an impressive 84%. Lower wait times. The instant, real-time nature of live chat satisfies consumers’ need for speed, but it also helps to reduce wait times.
Uniphore
DECEMBER 17, 2021
Scoring an “Ok” Satisfaction Rating Isn’t Enough. More than half also say they want service representatives to have their information upfront when calling and 71% of members say shorter contact center hold times would improve their engagement with health plans. Consumers faced long wait times to reach an agent.
ShepHyken
OCTOBER 19, 2020
(Forbes Communications Council) These two elements make user-generated content an essential tool a business can leverage to enhance its marketing and outreach efforts. Sadly, most companies don’t fully tap into the potential of this cost-effective, successful way of engaging customers. Follow on Twitter: @Hyken.
Comm100
SEPTEMBER 14, 2022
With a smaller pool of students to draw from, many colleges and universities are struggling to engage with and attract students to their school. For most schools, it has become increasingly important to expand recruitment efforts and do more to engage with prospective students.
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