Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. In this blog post, we’ll answer all these questions and more. Would you ever return to a business that gave you terrible customer service? Well, not so fast.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. But how many would list quality assurance, a standard contact center metric, as a customer experience metric? What about average handle time, service level, or agent attrition? Service Level. Click here to read the original.

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68

Intercom, Inc.

OCTOBER 1, 2020

So it would be like, “Hey, we’re going to add tagging this week. So Ciaran is going to work on tagging on Wednesday, Thursday, Friday, because Eoghan is designing it Tuesday, and David is going to work on it Tuesday, Wednesday, Thursday,” or something like that. And even the six-year stuff was quite hand-wavy.

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

OCTOBER 1, 2020

So it would be like, “Hey, we’re going to add tagging this week. So Ciaran is going to work on tagging on Wednesday, Thursday, Friday, because Eoghan is designing it Tuesday, and David is going to work on it Tuesday, Wednesday, Thursday,” or something like that. And even the six-year stuff was quite hand-wavy.

Engineering 165

Engineering Start-ups Finance Sales 165

Comm100

NOVEMBER 5, 2020

Access to information is key to the success of any customer service team, whatever channel you use. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. Use this blog post to learn how to create an internal knowledge base in just four easy steps.

Omnichannel 52

Omnichannel Start-ups AI Customer Service 52

SurveySensum

MARCH 1, 2024

Consider a streaming service thrilled with its overall Net Promoter Score analysis score. Benchmarking your NPS analysis against industry standards is a compass guiding businesses through the vast sea of customer satisfaction. Neglecting to benchmark against industry standards can plunge businesses into a sea of ambiguity.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

SurveySensum

MAY 25, 2023

This tNPS Blog is your go-to resource for unlocking the secrets of this invaluable metric. It helps you improve your products and services, increase customer retention, and more. By analyzing the feedback collected through tNPS surveys, you gain insights into your customers’ feelings and experiences on a granular level.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Customer Satisfaction 52