ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service Net Promoter Score E-support 2021 52

InMoment XI

OCTOBER 10, 2023

These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. This article delves deep into the world of customer service metrics, offering insights and actionable takeaways.

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

Answer Dash

NOVEMBER 27, 2018

While many companies focus on scores such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS), they’re overlooking a more important metric that is more intricate. That is the Customer Effort Score (CES). What is the Customer Effort Score? That’s where CES comes in.

Effort Score 76

Effort Score Metrics Net Promoter Score NPS 76

CSM Magazine

JUNE 16, 2022

Offer free demonstrations to the customers through a video. Mention some of the supportive customers by their names during the process. Increase the number of customer service representatives. Develop customer profiles on your website. The revenue generated per the customer and the net promoter score.

Net Promoter Score 52

Net Promoter Score Customer Service Competitive Advantage Feedback 52

CSM Magazine

MAY 17, 2023

Effective Communication in Customer Service Active Listening Active listening is an essential skill in customer service. It involves fully concentrating, understanding, responding, and remembering what the customer is saying.

Customer Service 52

Customer Service Net Promoter Score Customer Service Representative Customer Satisfaction 52

CSM Magazine

OCTOBER 16, 2023

“At Capital on Tap we don’t view customer service as a cost center but instead as a way to delight our customers and improve loyalty. Consequently, we’ve achieved an industry-leading Net Promoter Score. Many companies are exploring the potential of AI to reduce customer service costs in the future.

Customer Service 52

Customer Service Social Media Net Promoter Score Financial 52

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?”

Customer Service 139

Customer Service Net Promoter Score Customer Service Representative NPS 139

PeopleMetrics

NOVEMBER 1, 2022

Essentially, firms that provide necessary day-to-day services like banking are often evaluated more strongly on their customer service than retailers that simply sell physical products. What do customers expect from banks? Why does customer experience in banking matter? What is customer experience in banking?

Banking 62

Banking Customer Experience Omnichannel Leadership 62

GetFeedback

MAY 2, 2019

And yet, whilst many organizations measure their CX in some form or another, the majority still have no idea about the actual value their CX initiatives bring. With a shift toward customer happiness, however, it’s clear that customer experience is the new engine that drives business growth. Download your copy here.

Net Promoter Score 261

Net Promoter Score ROI 2018 NPS 261

ShepHyken

MAY 4, 2023

This week, we feature an article by Clive Hanks from TextExpander , a communication and efficiency tool that helps individuals and companies become more productive. In today’s digital world, customer service productivity is more important than ever. What is customer service productivity?

Exceptional Customer Service 62

Exceptional Customer Service Customer Service Net Promoter Score Customer Service Representative 62

ViiBE Blog

AUGUST 11, 2021

Call Center , CRM , Customer experience. Share this article. Share this article. Similarly, a large company with many customers will require greater resources than a smaller one. Call centers were the predecessor to contact centers. Customers called a number and were routed to a customer service representative.

Contact Center 52

Contact Center Call Center Omnichannel Net Promoter Score 52

CSM Magazine

AUGUST 30, 2021

The top four process risks that customer service teams should be aware of include disgruntled clients, insufficient information systems, training, and warranty. If an organization cannot meet the expectations of its customers, the customer service representatives should find a way to rectify this situation.

Customer Service 52

Customer Service Customer Service Representative Net Promoter Score NPS 52

Pointillist

JULY 5, 2019

But, the most popular use of voice of customer feedback tools is simply to manage and track Net Promoter Scores ® (NPS ® ). CX leaders can then follow up with the frontline representative or team on interactions that may have caused alerts. To illustrate the difference, I’ll use NPS measurement as an example.

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

ViiBE Blog

AUGUST 18, 2021

Creating a customer-centric business strategy. CRM , Customer experience. Share this article. Share this article. The customer is always right, or at least that’s what they say. It is crucial to identify customer expectations and figure out how to exceed them to create a customer-centric business.

Customer Centricity 52

Customer Centricity Net Promoter Score 2021 E-support 52

SurveySparrow

MARCH 16, 2021

The impact should be measurable, which is why we are trying to establish CCO metrics that will make sense for the organization. . 1 Establish benchmark for defining customer metrics: The CCO should be able to establish customer metrics that are important enough to be benchmarked and improved upon based on the trends over time.

Chief Customer Officer 52

Chief Customer Officer Metrics Net Promoter Score NPS 52

ProProfs Chat

SEPTEMBER 13, 2019

As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention. 67% of customer churn is preventable if a company resolves the issues the first time they occur, while according to Bain , increasing retention for 5% can result in a profit increase of 25%.

Customer Service 55

Customer Service Net Promoter Score Metrics Omnichannel 55