Comm100

JANUARY 21, 2021

Using pre-chat surveys you can also categorize leads and save contact information, and when a conversation ends, use the wrap-up feature to tag hot leads for follow-up. As we mentioned earlier in this blog, understanding what your customers pain points are is job #1. This helps to narrow down the follow-up category of your lead.

Social Media 98

Social Media Compliance Sales Customer Relationship Management 98

Customer Service Life

AUGUST 10, 2017

This article was originally published on the FCR blog on July 25, 2017. If you’ve worked with a customer service team for any length of time, you’ve likely encountered a quality assurance form at some point. A good quality review takes into account how well agents are using the tools available to them.

Net Promoter Score 68

Net Promoter Score Customer Service Customer Satisfaction Contact Center 68

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. We’re rapidly approaching three years since I joined FCR as Head of Quality. I’m not sure what spurned on a change, but somewhere in there I compared quality and CSAT results for our various programs. Click here to read the original.

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68

SurveySensum

NOVEMBER 22, 2023

Designing Intuitive and Easy-to-Fill Feedback Forms Intuitive and easy-to-fill feedback forms can significantly impact the quality and quantity of insights gathered from users. If you run a travel blog, for instance, post questions to gather feedback from your followers about their dream travel destinations. Without any manual coding!’

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

SurveySensum

NOVEMBER 6, 2023

So, with this blog, we will delve deeper into the right NPS methodology that will help you turn your NPS feedback into action. All you have to do is create tags and incorporate relevant keywords for 15 responses. And with the report feature, you can find a detailed analysis of which tags occur the most time and their sentiments.

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

Execs In The Know

FEBRUARY 17, 2023

Example: One multinational retail brand was able to replace their social media triage team by automating the back-office workflows required to sort through the earned content, tagging and assigning functional owners based on the category and level of urgency. Guest blog post written VXI.

Social Media 52

Social Media Artificial Intelligence AI Retail 52

Comm100

DECEMBER 14, 2022

In 2022, businesses across sectors witnessed a 19% drop (the biggest ever) in customer experience quality. A more tech-savvy, younger demographic might respond better to an interactive game tutorial whereas older audiences may need to be offered sample content (like videos) along with the additional assurance of chat support.

Customer Experience 52

Customer Experience Net Promoter Score Non-Profits Artificial Intelligence 52