InMoment XI

NOVEMBER 15, 2023

There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty. Customer Effort Score (CES) Customer Effort Score (CES) assesses the ease with which customers can achieve their goals when interacting with a company.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

Lithium

NOVEMBER 6, 2020

This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. times more revenue than those who aren’t. Immediately after onboarding Khoros, Intel’s satisfaction scores improved 7%.

Social Media 52

Social Media Return on Investment ROI Average Handle Time 52

Lithium

NOVEMBER 6, 2020

This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. times more revenue than those who aren’t. Immediately after onboarding Khoros, Intel’s satisfaction scores improved 7%.

Social Media 40

Social Media Return on Investment ROI Average Handle Time 40

Pointillist

MARCH 1, 2019

There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years. retail bank customers by Forrester echoed this finding: “Speaking to a representative in person or over the phone evoked the greatest amount of positive sentiment for customers.” – Forrester U.S.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years. retail bank customers by Forrester echoed this finding: “Speaking to a representative in person or over the phone evoked the greatest amount of positive sentiment for customers.” – Forrester U.S.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40