CX Journey
APRIL 7, 2016
Companies spend vast sums training employees to follow procedures and flowcharts when interacting with customers. (“If If the customer says X, respond with Y.”) They may then monitor phone calls or use “mystery shoppers” to ensure adherence to the new rules. Instead, focus on leading “revolution indicators” (i.e.,
Comm100
AUGUST 21, 2018
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. Recommended for you: Complaining Customers Are Your Best Customers.
Comm100
AUGUST 21, 2018
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. Recommended for you: Complaining Customers Are Your Best Customers.
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