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Customer Experience Strategy: Paradigm Shift!

InteractionMetrics

Whatever you promote about your company sets up what customers expect. For instance, if your website bellows that customer care is one of your core priorities, then naturally, customers will expect above-average customer service. Instead, examine your customer experience from multiple angles.

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Addressing metrics gaps between bot-led and human-led service

Comm100

Customer Effort Score – How easy was it for your customer to solve their problem with your chatbot or live chat agent? Like the user satisfaction rate, this information can be obtained from a customer satisfaction survey. Net Promoter Score – How likely is your customer to recommend your company’s services and products?

article thumbnail

Addressing metrics gaps between bot-led and human-led service

Comm100

Customer Effort Score – How easy was it for your customer to solve their problem with your chatbot or live chat agent? Like the user satisfaction rate, this information can be obtained from a customer satisfaction survey. Net Promoter Score – How likely is your customer to recommend your company’s services and products?