CommBox

NOVEMBER 9, 2023

The Customer Satisfaction app makes it easy to send simple engaging satisfaction surveys to customers across all communication channels (e.g. a survey question after a conversation, such as: “How well did our customer service representative answer your question or solve your problem?”).

Customer Satisfaction 52

Customer Satisfaction Customer Service 52

Zonka Feedback

FEBRUARY 8, 2024

The easiest and the most effective way is by leveraging email surveys. Whether you're evaluating customer satisfaction, gathering product feedback, or refining services, email surveys provide a direct channel to engage your target audience. In a world driven by evolving consumer needs, understanding your audience is crucial.

Customer Satisfaction 52

Customer Satisfaction Customer Feedback 52

SurveySensum

FEBRUARY 7, 2024

However, companies often grapple with determining the optimal timing for survey distribution across the customer journey. This is where journey-based surveys become invaluable. So, what exactly is a journey-based survey? The customer journey in the telecom industry is multifaceted.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Retail Social Media 52

ECXO

JUNE 13, 2023

Harvard Business Review Analytic Services surveyed more than 500 leaders to help determine how fast and far along the real-time analytics maturity scale businesses are moving. Only 22 percent of those surveyed say they are effective in using analytics and data. Almost 75 percent have increased spending on real-time customer analytics.

Predictive Analytics 133

Predictive Analytics Government Sales Customer Retention 133

Customer Think

APRIL 18, 2023

it’s time for ecommerce businesses to take a fresh look at data-driven strategies for delivering best-in-class CX, enhancing or expanding their sales channels, and optimizing value for customers. A February 2023 PwC survey found that 96% of consumers plan to “adopt cost-saving behaviors over […]

CX 110

CX Sales 110

SurveySensum

MARCH 20, 2024

It includes a variety of factors like customer service interactions and surveys for personalization and user journey optimization. With industry-specific survey templates and customizable questions, beginners can design and launch surveys in just under 10 minutes. But the question arises – how to do it?

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

Intercom, Inc.

JUNE 13, 2022

Surveys: Now even more insightful and engaging. We’ve added three new updates to Surveys: advanced reporting, branching logic, and triggering Surveys via code in your mobile app. Gain deeper insights with advanced reporting for Surveys. Use advanced reporting to unlock deeper insights from your Surveys.

Net Promoter Score 197

Net Promoter Score NPS Omnichannel Government 197

Totango

APRIL 5, 2022

NPS software helps you conduct NPS surveys, analyze their results, and put the information to use. It can make your NPS surveys more efficient by performing a number of functions, such as: Segmenting your respondents based on criteria you select so you can zero in on a particular part of your customer base. Branding your survey.

NPS 101

NPS Net Promoter Score Customer Satisfaction Customer Retention 101

SurveySensum

FEBRUARY 1, 2024

Consider the differe nces between each collection method, for example: Post-purchase surveys capture immediate reactions and pinpoint specific issues. Structured surveys collect quantitative data for easy analysis and comparison, while open-ended reviews uncover deeper qualitative insights and understand motivations.

Customer Feedback 52

Customer Feedback Innovation Social Media Start-ups 52

Fonolo

DECEMBER 16, 2021

If you’re not leveraging your social media channels to engage and support your customers, now is the time to start. However, it’s important to remember that these free platforms have their limitations — while they’re great for addressing simple queries, complex issues will need to be escalated to the voice channel.

Social Media 146

Social Media Customer Service Contact Center Close the Loop 146

SurveySensum

NOVEMBER 23, 2023

NPS tool helps you survey your customers’ loyalty, categorize them as per their satisfaction data, and keep in touch with them. A well-designed NPS survey tool features NPS calculation, automation, survey scheduling, customer segmentation, an intuitive dashboard, reports, real-time notifications, etc.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

Customer Service Life

OCTOBER 28, 2023

Does the question apply to text-based channels? Something I’ve been thinking about more in recent years is how this question applies to text-based customer support channels. The goal with a text-based channel is to provide as complete a response as possible so as to minimize unnecessary back and forth.

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

ECXO

MARCH 15, 2024

Customers expect the same level of service across all channels, whether it’s a physical store, an online platform, or a customer service hotline. Customer frustration: Inconsistency in service or product quality across different channels can lead to customer frustration. The fourth sin is inconsistency.

Customer Experience 96

Customer Experience Net Promoter Score VOC Innovation 96

Comm100

MARCH 7, 2023

It all begins with understanding what students want during the pre-enrolment process – and Comm100’s latest survey reveals all. Surveying current higher education students in North America, we asked students how they want to be engaged and supported during the pre-enrolment phase. Do they really care about 24/7 availability?

Education 67

Education Technology Technology 67

SurveySensum

FEBRUARY 28, 2024

Do you crave honest feedback in your employee surveys? Anonymous surveys are the answer! The anonymous feedback tool is designed to launch anonymous surveys, enabling users to share their feedback and opinions without revealing their identity. Or seeking higher response rates? Why limit yourself?

Start-ups 52

Start-ups Actionable Insights Construction Social Media 52

TeamSupport

DECEMBER 20, 2023

Embrace Omnichannel Support In 2024, customers expect seamless support across various channels. Whether it's email, live chat, telephone support, or online forms, providing consistent and integrated support across these channels is crucial. Analyze the feedback to identify trends, areas for improvement, and customer pain points.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Intercom, Inc.

DECEMBER 14, 2022

We conducted a major survey to find out what people want and expect from customer service, and made some fascinating discoveries. Message style: More than one-third (35%) of people surveyed prefer to receive several shorter messages rather than longer paragraphs, with Millennials showing the strongest preference (49%).

Customer Expectations 129

Customer Expectations Customer Experience Customer Service 129

SurveySensum

MARCH 4, 2024

Recognizing its potential impact on your employee experience and productivity, they decide to launch an employee feedback survey, urging open and honest communication. To address this, management launched an anonymous feedback survey which turned out to be a game-changer. Start your employee surveys today!

Start-ups 52

Start-ups Gaming Structured Data Construction 52

Intercom, Inc.

MAY 26, 2022

Unlike “first call resolution”, a similar metric, first contact resolution examines your success across all channels, not just phone. One way of gauging that is by surveying customers after they contact customer support to check if their issues were resolved. What is the first contact resolution rate?

Net Promoter Score 210

Net Promoter Score Customer Satisfaction Customer Service 210

SurveySensum

SEPTEMBER 14, 2023

With IN-APP SURVEYS. W hat are In-App Surveys? In-app surveys are short surveys that are launched inside the app and help you gather customer feedback at relevant touchpoints. the benefits of the efficient in-app survey platform go further. That’s not it. And that’s what we’re going to explore in this blog.

Social Media 52

Social Media Sentiment Analysis Start-ups Actionable Insights 52

SurveySensum

NOVEMBER 16, 2023

On-Page Surveys Side Tab Surveys Slide Up & Bottom Bar Surveys Pop-Up Surveys Feedback Button Survey Exit Intent Survey Usability Testing Social Media Community Forums and Discussion Groups Product Reviews 1. These surveys are embedded directly on your website.

Customer Feedback 52

Customer Feedback Social Media E-commerce Innovation 52

SurveySensum

NOVEMBER 29, 2023

To do that you should launch in app customer feedback with the help of a robust in app feedback tool that enables you to create in-app surveys , distribute them on multiple channels, and analyze them in real-time. In-app survey feedback is like talking to users inside your app. By giving them exactly what they NEED.

Customer Feedback 52

Customer Feedback Touchpoint Customer Expectations Customer Experience 52

Fonolo

SEPTEMBER 28, 2022

Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. And how should you structure your survey? Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey! What is an After-Call Survey For? DID YOU KNOW?

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

SurveySensum

OCTOBER 6, 2023

So, they decided to launch an in-app survey to gather insights and enhance user satisfaction. The challenge was finding the right time and place for these surveys. Initially, they triggered surveys right after users completed workouts, but it resulted in low response rates. What are In-App Surveys?

Social Media 52

Social Media Start-ups Touchpoint Customer Feedback 52

SurveySensum

OCTOBER 5, 2023

The survey began with standard questions about her overall experience, from the cleanliness of the showroom to the professionalism of the staff. But as she progressed through the survey, she noticed an open-ended question that asked, → “Is there anything you feel could be improved at Prestige Motors?

Customer Satisfaction 52

Customer Satisfaction Sales Start-ups Construction 52

Zonka Feedback

APRIL 27, 2022

Therefore, it is important to use NPS® surveys at different touchpoints throughout the customer journey. Moreover, it is advised to conduct NPS® surveys through different channels depending on where your customers choose to interact with your business.

Net Promoter Score 98

Net Promoter Score NPS Touchpoint Customer Loyalty 98

SurveySensum

APRIL 16, 2024

Through the implementation of measures such as vision alignment, channel streamlining, promoting transparency, and customer feedback incorporation, leaders can unleash the power of team dynamics. Streamlined Communication Channels Efficient communication prevents missing out on important work.

Construction 52

Construction Social Media Engineering Actionable Insights 52

C3Centricity

FEBRUARY 13, 2024

Indeed, a survey by Salesforce reported that 76% of consumers expect companies to understand their needs and expectations. Listening to Customer Voice Customers interact with businesses through various channels, each offering unique insights.

Social Media 90

Social Media Customer Feedback Innovation Customer Satisfaction 90

Fonolo

FEBRUARY 6, 2020

At Fonolo, we’ve been wary of reading too much into channel preference data and cohort studies , but there is no denying that SMS is becoming a more significant part of customer service interactions. Businesses are getting the message, pun intended, and are starting to engage and serve customers through this channel.

Customer Service 91

Customer Service Contact Center Omnichannel B2C 91

SurveySensum

OCTOBER 23, 2023

The tool provides several exciting features, like survey customization, a gamified user interface, feedback segmentation, custom reports, and many more. This includes limited integrations, expensive, tacky predefined templates, limited survey customization options, a confusing setup, and many more.

NPS 52

NPS Social Media Text Analytics Outlook 52

Intercom

MAY 25, 2021

The channels we use to communicate have shifted dramatically, and customer expectations for fast, personalized support are higher than ever. The resulting study, Drive Conversational Experiences for a Future-Ready Customer Support Strategy , found that: Messenger-based support is now the second most used support channel.

Business Growth 130

Business Growth Customer Relationship Customer Expectations Start-ups 130

SurveySensum

OCTOBER 10, 2023

It offers built-in dashboards and reports to gain a better understanding of survey results. This includes managing contact lists, tracking customer attributes, difficulty setting up web surveys, tracking customer attributes, lack of advanced reporting, etc. It also offers tagging and segmenting of feedback for actionable insights.

Actionable Insights 52

Actionable Insights Start-ups NPS Customer Feedback 52

Zonka Feedback

DECEMBER 5, 2023

Both mediums offer convenience, speed, and efficiency in customer interactions, presenting an invaluable opportunity: the seamless integration of surveys within these communication channels. The surge in live chat and steadfast email use has transformed customer engagement.

Customer Experience 52

Customer Experience 52

Fonolo

NOVEMBER 8, 2022

Based on this information, you can make decisions on which types of calls to prioritize for the voice channel, and which calls to divert to other channels. IVRs are no longer limited to the voice channel. With Visual IVR , you can engage and direct your web and mobile app users to the proper channels. DID YOU KNOW?

Contact Center 156

Contact Center Start-ups Technology Technology 156

Zonka Feedback

JANUARY 10, 2024

Most businesses around the world consider email as the preferred communication channel. Be it sharing promotional messages, conducting marketing research, or even surveying your customers – everything is possible with emails. According to Statista , there are more than 4.26 billion active email users and is estimated to grow to 4.73

Customer Feedback 52

Customer Feedback 52

Beyond Philosophy

DECEMBER 2, 2023

Did you know we have a YouTube Channel too? Complete this short survey. .” 18:10 Colin shares a story about a new system implementation program that didn’t live up to his hopes and dreams for it 20 years ago, and how that applies to organization implementation with AI. Check it out here. How can we help?

AI 143

AI Customer Experience Management Consulting Education 143

SurveySensum

MARCH 14, 2024

And the key to improving it is by understanding your customers and listening to their voices via customer satisfaction surveys. These surveys provide a platform for customers to share their feedback, which can influence these online reviews. Let’s start by understanding customer satisfaction surveys and their types. ” 2.

Customer Satisfaction 52

Customer Satisfaction Text Analytics NPS Actionable Insights 52