CSAT.AI

APRIL 19, 2023

Attempt to Improve AHT or Other Metrics Agents and their managers want good metrics and no backlogs. Make sure the customer service emphasis is on satisfaction, not just speed metrics. Too many tag options also cause problems. Agents are often too busy to sift through an epic list of tags. Just the opposite.

Sentiment Analysis 71

Sentiment Analysis AI Customer Service Customer Satisfaction 71

Intercom, Inc.

JULY 14, 2022

Until recently, our observability tooling has been primarily based on metrics. A typical workflow involved looking at a dashboard full of charts with metrics sliced and diced by various attribute combinations. Metrics are easy to add and understand, but they are missing high-cardinality attributes (e.g.

Engineering 272

Engineering Start-ups Customer Retention Customer Experience 272

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Kaye Chapman @kayejchapman. First contact resolution (FCR) measures might be…”.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

Intercom, Inc.

FEBRUARY 24, 2021

Delve deeper into trends to understand if changes in metrics are due to team performance or if they’re reflective of broader issues or product improvements. With custom reports, now you can track industry-standard metrics beyond pre-built dashboards. But this can be challenging, manual, and time consuming.

ML 243

ML Machine Learning Customer Satisfaction Actionable Insights 243

CSAT.AI

MAY 3, 2023

What happens to a ticket before it reaches the closing stage (if it ever does) impacts metrics and CX too. But if there’s a habit of dumping the issues that require more work, then training, workflows and metrics measurement may need to be addressed. Today we’re following up on our improper ticket closing blog. That’s understandable.

CX 77

CX Sentiment Analysis AI Customer Relationship 77

Intercom, Inc.

MAY 25, 2022

In addition to standard metrics and logging, our Rails monolith is instrumented with high-quality, attribute-rich, auto instrumented tracing. Additionally, as we tag all traces with the customer ID of the request originator, we can deep dive into how any of our customers are experiencing Intercom.

Engineering 252

Engineering Technology Technology Customer Experience 252

Intercom, Inc.

MAY 12, 2021

Track the metrics that matter with Custom Reports. Every team has unique reporting needs and consolidating all the metrics you want to track in order to paint a picture of your support can be an arduous task. Add conversation tags from the Intercom mobile app. Want to see these features in action?

Gaming 118

Gaming Machine Learning Start-ups Engineering 118

Intercom, Inc.

NOVEMBER 10, 2020

Prevent tags from getting unwieldy with new permissions. Alongside conversation data, tags play a crucial role in understanding and categorizing the types of requests your team is handling. But, without the right controls, it’s easy for your list of tags to balloon and become inconsistent.

Start-ups 104

Start-ups NPS Customer Satisfaction Customer Expectations 104

SurveySensum

NOVEMBER 24, 2021

Categorize Responses by Creating Tags. Identifying Top Customer Complaints from the Trending Tags. NPS is a business metric that helps you gauge customer loyalty by asking a simple question, ‘How likely are you to recommend us to a friend or colleague?’. Without its follow-up question, NPS is nothing more than a vanity metric!

NPS 52

NPS Net Promoter Score Sentiment Analysis B2C 52

InteractionMetrics

JULY 10, 2023

The first step in analyzing any large unstructured dataset is called “tagging.” ” Whether you’re using AI or a team of researchers to analyze your data, the tagging process is the same – and it requires human input. Tagging is tagging. Does every comment need to be tagged?

Unstructured Data 40

Unstructured Data B2B AI Customer Experience 40

SurveySensum

JANUARY 4, 2024

Let me tell you something straight, NPS is a very important metric when it comes to gauging customer loyalty and boosting retention. So, they used the Text Analytics feature of SurveySensum to tag and analyze thousands of feedback. But here’s the catch – it’s not a one-size-fits-all solution.

Text Analytics 52

Text Analytics NPS Customer Loyalty Actionable Insights 52

Intercom, Inc.

MAY 6, 2020

You can also filter reporting by bot interactions to see the exact impact bots are having on your conversation metrics. You can also filter reporting by bot interactions to see the exact impact bots are having on your conversation metrics. Easier answer creation : Don’t answer the same question twice.

Start-ups 129

Start-ups Customer Retention 129

Customer Service Life

FEBRUARY 4, 2021

We also need a way to collect CSAT and review metrics across the board. This platform makes it easy for us to have one login to one place to answer comments from all of those other places listed above, all the while, collecting feedback and analyzing metrics to do our best to stay on top of supporting our customers.

Close the Loop 92

Close the Loop E-commerce Start-ups Customer Experience Management 92

Zendesk

JANUARY 31, 2024

Using this connector, you can bring key actions from Zendesk into your workflows like creating a ticket, updating a ticket, and adding and removing tags. Correlate what you saw on the frontend in the Session Replay to telemetry metrics: backend APM traces, browser debugging tools, performance data, and more.

Sentiment Analysis 52

Sentiment Analysis AI Gaming Sales 52

SurveySensum

FEBRUARY 20, 2024

Hreflang tags: These tags are significant because they tell search engines which target and language you are targeting. The best metrics to determine how well your content is performing include tracking conversions, monitoring website traffic, and paying extra attention to customer feedback.

Engineering 52

Engineering Customer Feedback Start-ups Social Media 52

Intercom, Inc.

AUGUST 18, 2021

But all too often the way the underlying data is collected makes NPS little more than a vanity metric, easily rigged to give the impression of positive customer sentiment, leading to shallow insights and false assurances. At Intercom, we’re on a journey to do NPS the right way.

NPS 232

NPS Net Promoter Score Customer Loyalty Start-ups 232

Aquire

AUGUST 2, 2021

Quick Tips: Apply appropriate tags to knowledge content. Figure out tags that your readers would use to search for information. Create tags that can be associated with organic keywords, making it easier to search articles. Tags are one of the most underused features in live chat software. Track live chat metrics.

Sports 52

Sports Start-ups CRM AI 52

Intercom, Inc.

MARCH 16, 2021

A modern conversational support tool, like Intercom , will automatically surface your customers’ most common issues and pressing questions to your team – removing the need to manually tag conversations or go digging for details. Metrics for championing and improving proactive support. Product engagement metrics.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Help Scout

APRIL 27, 2021

Assigning people to handle them (and adjusting their success metrics accordingly so they aren’t punished for a slower resolution time ) prevents them from stagnating in the queue. Prioritize conversations by using workflows, tags, and folders. It keeps the queue size down, and it gives a great experience to those customers.

Start-ups 117

Start-ups Engineering Customer Service Technology 117

SixteenVentures

AUGUST 26, 2020

Tag those that match the current Bad-fit definition as, well, Bad-fit. Go through your current sales pipeline and tag prospects as bad fit… and then watch their progress through the sales cycle and as a customer . Go through your existing customers and tag those that are Bad-fit. Are Bad-fit customers taking longer to close?

Sales 128

Sales Start-ups Customer Acquisition 128

InteractionMetrics

AUGUST 8, 2023

We only need to tag about 370 of them (per customer population) to make an objective analysis. However, there are situations where we can make a strong case for NOT sampling and it’s better to hear from every customer or tag every comment. In fact, if you fail to sample your data, you may inadvertently skew your results.

CX 52

CX Manufacturing Start-ups Customer Feedback 52

Intercom, Inc.

JULY 26, 2018

Spot conversation trends faster and make informed decisions with improved tag reporting. Now you can filter Inbox reports by tag and analyze conversation trends on all of your tags to make data-backed decisions. Specifically, the “New conversations” and “Performance” reports can now be filtered by conversation tags.

Net Promoter Score 112

Net Promoter Score NPS Start-ups Sales 112

Intercom, Inc.

MARCH 31, 2021

This also means your team won’t have to spend time manually tagging conversations to identify common customer pain points for your proactive support. Metrics for championing and enhancing your team’s success. Here are our tips: Set meaningful metrics that move the needle. Prioritize VIP and urgent conversations.

Social Media 213

Social Media Start-ups Customer Retention Customer Satisfaction 213

Intercom

JUNE 15, 2021

To continuously deliver the right level of support, we always look to our previous conversations with a customer, including any notes or tags associated with these conversations in the Inbox , to gain full context on their situation before we speak with them. This helps us provide better, faster support.

Engineering 117

Engineering Innovation Start-ups Customer Satisfaction 117

Intercom, Inc.

FEBRUARY 4, 2020

Now you can filter contacts and conversations using any combination of fields, like contact location or conversation tag, to pull the exact data you want.

Construction 231

Construction Retail Technology Technology 231

Zendesk

JUNE 29, 2023

As the company has grown, the evolution of customer service has focused on finding a balance between the art of customer engagement and the science of metrics, reporting, systems, and strategy. So, we began utilizing tags and custom fields so our agents could tag our tickets and capture top trends we were seeing.”

Customer Service 52

Customer Service CX Start-ups Voice of the Customer 52

CX Accelerator

OCTOBER 21, 2019

Not only can you easily track your daily to-do items (which is crucial in a busy CX role), but you can also jot down quick ideas from brainstorming sessions, quickly save and tag articles you find on the internet, save Tweets tagged with a particular hashtag, and even keep your receipts organized for expense reports.

Social Media 208

Social Media Customer Experience CX Customer Journey Map 208

Zendesk

OCTOBER 31, 2022

WooCommerce Integration Pro by AMS (Support) (Chat) (Sell) lets you open a ticket and directly see the customer’s last order details and metrics at a glance. See important metrics like Customer Lifetime Value (CLTV), avg. Based on your sender address, specific tags will automatically be added.

Contact Center 98

Contact Center Finance Compliance Omnichannel 98

Intercom, Inc.

JULY 1, 2020

Define and co-own bottom-line metrics. One of the best ways to partner with and get buy-in from other teams is to co-own support efficiency and bottom-line metrics. Having a clear collective goal and measurable metrics to work towards will inspire you to band together and help each other succeed. Product engagement metrics.

Education 239

Education Sales Customer Retention Customer Loyalty 239

Zendesk

AUGUST 30, 2022

Export all Zendesk Support data related to tickets, ticket metrics, agents and users, satisfaction ratings, comments, organizations, etc., Break down customer conversations by type and set your own tags–such as litigation threat, debt, financial harm, closure requests, deposit issues, etc.

Social Media 98

Social Media Sentiment Analysis Machine Learning Technology 98

SurveySensum

OCTOBER 23, 2023

This tool enables users to create unlimited customizable surveys (even with the free version) to gather feedback and track key metrics like NPS, CSAT, SSI, CES, Onboarding, etc. Medallia Another GetFeedback alternative, Medallia, gathers key customer satisfaction metrics like NPS , CSAT, and CES in multiple languages.

NPS 52

NPS Social Media Text Analytics Outlook 52

Totango

MAY 31, 2022

It enables CSMs to generate a business review presentation with customer account information, business objectives, support tickets, product usage, WAU/MAU and other metrics, using an example template provided by Totango or your own corporate PowerPoint template. . Dynamically populate the presentation information from attribute data tags.

84

84

CX Accelerator

OCTOBER 21, 2019

Not only can you easily track your daily to-do items (which is crucial in a busy CX role), but you can also jot down quick ideas from brainstorming sessions, quickly save and tag articles you find on the internet, save Tweets tagged with a particular hashtag, and even keep your receipts organized for expense reports.

Social Media 182

Social Media Customer Experience CX Customer Journey Map 182

Intercom, Inc.

SEPTEMBER 15, 2020

Create multiple paths using flexible wait times, different message types, and different tags based on how your customers react. Furthermore, with our visual reporting, you can see at a glance how an entire campaign is performing but also easily see metrics related to specific messages.

Start-ups 231

Start-ups Sales 231

Intercom, Inc.

JULY 27, 2022

Measure and improve your support team’s performance by easily analyzing conversation data with new out-of-the-box metrics and more granular timestamps. Gain context for more personalized conversations by systematically creating and updating custom data attributes and conversation tags.

Engineering 205

Engineering Education Start-ups Customer Relationship 205

InteractionMetrics

OCTOBER 25, 2023

So before launching any DEI classes, consulting, or initiatives, Julián reached out to market research firm Interaction Metrics. He enlisted Interaction Metrics to write a DEI survey, implement it, and conduct its analysis. In March 2022, Interaction Metrics conducted OCFA’s first DEI survey. The objective? The findings?

52

52

Logicalware

JUNE 22, 2023

Agents can add notes, attach documents, or tag colleagues within the system, promoting teamwork and knowledge sharing. Data-driven insights and analytics Understanding customer trends, agent performance, and operational metrics is crucial for continuous improvement.

Case Management 52

Case Management Customer Satisfaction Omnichannel Customer Expectations 52