Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Metrics/Key Performance Indicators (KPIs) to measure the goals and objectives. Costs of Investment.

ROI 45

ROI Social Media Airlines Customer Service 45

ProProfs Chat

SEPTEMBER 27, 2019

For every $1 you invest in customer experience through help desk and similar platforms, you can reap a return on investment of $3. So it makes sense to leverage on a support desk software to grow your customer experience. After all, you cannot afford bad customer service. But, what is the issue?

Omni-Channel 70

Omni-Channel Software Customer Success Social Media 70

Help Scout

DECEMBER 5, 2018

If you’re thinking about investing in customer support software, you’re probably wondering if the cost will pay off. Calculating the return on investment (ROI) of a new tool can be tricky. It’s worth noting that if a help desk cuts costs but drives customers away through lower quality, you’ll see decreasing ROI.).

ROI 40

ROI Self Service Software Return on Investment 40

Thematic

MARCH 27, 2024

A focus on customer acquisition often overshadows the vital task of retention. A shocking 66% of consumers end relationships with companies due to poor customer service. This highlights a disconnect: Customers crave positive experiences, yet businesses sometimes must listen proactively. The consequence?

Effort Score 62

Effort Score Analysis Feedback Net Promoter Score 62

Retently

MARCH 26, 2024

Customer Experience A product might meet your needs in terms of features and price. Still, if the company behind it has a reputation for poor customer service or unresponsive support, you might think twice before committing to a purchase. This approach breaks down the barriers between different data sources.

Survey 78

Survey Multi-Channel Effort Score Analysis 78

CustomerSuccessBox

NOVEMBER 24, 2021

Customer value is the customer’s perception of the benefits and experience that s/he receives from a product. How to measure customer value? The equation to calculate customer value is shown below. Customer Value = Total Benefits – Total Costs. Poor customer service, etc.

ROI 52

ROI Poor Customer Service Social Media Net Promoter Score 52