Solvvy

SEPTEMBER 17, 2022

Infographics. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. Customer service agents can use it as well.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62

Second to None

JUNE 21, 2018

Once the content becomes more informative the trust factor will automatically increase for the customers. This includes blogs, webinars, photos, videos, infographics and presentations. Images, infographics and videos can be effectively used to tell a story. The Variety of Formats.

Loyalty 61

Loyalty Consumers Marketing How To 61

Amity

OCTOBER 23, 2018

There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post).

Metrics 76

Metrics Customer Success Effort Score Net Promoter Score 76

ProProfs Chat

MAY 1, 2020

This statement alone is more than enough to define the extent of importance a training program has for a customer-centric business organization. Further, customer experience training should focus on three areas: Commercial awareness. Take a look at the following infographic for more understanding: Source: Mckinsey.com.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

Retently

AUGUST 26, 2019

Basically, customer feedback allows looking into a customer’s perception of your brand and encourages targeted actions meant to increase customer satisfaction. What a customer defines as excellent customer service can range from great and prompt support to UI tweaks that make the customer experience more streamlined.

Feedback 76

Feedback Social Media Effort Score Net Promoter Score 76

LiveChat

DECEMBER 27, 2016

Many customers leave a company because of poor customer service. To change that you need to implement a more customer–centric culture at your company. Start by training people in customer service. For example, the probability of selling to an existing customer is 60-70% and for new prospects, it’s just 5-20%.

Marketing 51

Marketing Social Media Loyalty Programs Customer Centricity 51

Comm100

MAY 19, 2020

To help you get a better understanding of how much customers appreciate access to live chat, consider the eDigital Customer Service Benchmark survey of 2000 consumers that found that live chat had the highest customer satisfaction levels at 73%, as compared to 61% for email support and only 44% for traditional phone support.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

GlowTouch

JANUARY 15, 2021

But if your customer support team delivers a positive experience to these customers, they will go on to spend more money and become more loyal to the brand than other customers. It’s also vital to customer retention and loyalty. 1) Customer Relationship Management System (CRM). Manage ads.

Tools 52

Tools Self Service CRM Infographics 52

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 432

Metrics Net Promoter Score Effort Score Customer Experience 432

SurveySensum

MAY 11, 2023

So how can you stay ahead of the game? — By listening to your customers, of course! One way to do this is by using Net Promoter Score (NPS), a simple and widely used metric that helps businesses measure customer satisfaction, benchmark their performance against competitors, and identify areas for improvement.

NPS 52

NPS Retail Net Promoter Score Effort Score 52