Remove 2008 Remove Surveys Remove Technical Support
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How Survey Feedback Improves Product Offerings at Constant Contact

Clarabridge

Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. Before Clarabridge, we used to manually read through and code all of the customer survey responses. When a customer responds to a survey, saying that you appreciate their feedback can go a long way.

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Is it time to revamp your customer experience survey strategy?

Clarabridge

Do you need to revisit your survey strategy? Are you able to connect your customer experience survey program to key business goals, like increased revenue and decreased churn? Response rates for the typical customer experience survey have been dropping over the past 20 years, from about 20% to only 2% today.

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Evolution of the support rep: from outsourced to in-office

Kayako

A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000. A 2011 American Express survey indicated more than two in five customers will tell people about a good experience, but three in five tell people about a poor experience.

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How Survey Feedback Improves Product Offerings at Constant Contact

Clarabridge

Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. Before Clarabridge, we used to manually read through and code all of the customer survey responses. When a customer responds to a survey, saying that you appreciate their feedback can go a long way.

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Top 10 Call Center Outsourcing Companies for Transforming Your CX

ROI CX Solutions

Strategic CX improvements: Based on data from the 2023 Global Outsourcing Survey by Deloitte, 65% of businesses also seek outsourcing partners to strategically enhance their CX. The company helps businesses scale by taking on customer and technical support and other operational tasks.

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Expansion Selling Strategies: Tips for SaaS Companies

CSM Practice

Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. To be more successful, these teams must develop strategies to cope with communication, collaboration, ongoing technical support, and adopt the right measures to track and measure performance.

SaaS 71
article thumbnail

Expansion Selling Strategies: Tips for SaaS Companies

CSM Practice

Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. To be more successful, these teams must develop strategies to cope with communication, collaboration, ongoing technical support, and adopt the right measures to track and measure performance.

SaaS 71