Netomi

SEPTEMBER 20, 2021

Analytics and real-time reporting. Dedicated customer success team. Multi-channel (chat, email, and SMS customer service ). Reporting/Analytics. Analytics & Reporting. Chatbot activity analytics. The platform bundles customer satisfaction surveys (i.e., Reports and analytics. Multi-lingual.

Chatbots 126

Chatbots APIs Surveys Analytics 126

Comm100

MARCH 28, 2018

Which KPIs you track depend a lot on your service philosophy – while time-based metrics such as handle time and queue length are common to many call centers, other schools of thought say that quality-based metrics like customer satisfaction or customer effort are a better way to track overall quality. Analytics Applications.

Metrics 55

Metrics Customer Service Abandon rate Surveys 55

Noble Systems

JUNE 2, 2020

Factors like customer satisfaction, new customer acquisition, contact center financials, customer effort scores, and agent attrition are just a starting point for measuring and monitoring. Read our ebook: Buyer’s Guide To Contact Center Technology. What factors are important to you? What factors are quantifiable?

Call Center 80

Call Center Management Contact Center First call resolution 80

inmoment

JULY 16, 2019

Measuring customer experience (CX) has always been a numbers and metrics game. And while standard CX metrics like Net Promoter Score (NPS®), Customer Satisfaction (CSAT), and Customer Effort Score (CES) provide some insights into customer experience, they don’t tell the whole story.

Metrics 40

Metrics Customer Experience Feedback Customer effort 40

Mindtouch

AUGUST 21, 2019

It’s important to track and evaluate different user activity and adoption, much of which can be measured using analytics functionality within the knowledge management tool itself. Customer Effort Score (CES) , which measures how easy it was for customers to find what they were looking for, or to resolve an issue.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Nicereply

JANUARY 18, 2023

Agents can then view these tickets, get a full customer view with the context of any previous interactions , resolve customers’ issues and respond from a single dashboard. that make things easier for both – support agents and customers. Free Trial: Available for 14 days Pricing: $19 – $99 per agent/ month.

Self service 52

Self service Enterprise Analytics APIs 52

Quadient

JULY 25, 2022

It covers all channels present and future which interface directly with customers. The goal of customer journey analytics is to help organizations deliver optimal customer experiences, across touchpoints, by providing cross-functional teams with the 360-degree insights needed to execute it.

Journey mapping 52

Journey mapping Transportation Analytics Customer Experience 52

REVE Chat Blog

NOVEMBER 21, 2019

Econsultancy found out that live chat (73%) handily beats both email (61%) and phone (44%) and ranks top channel with the highest customer satisfaction levels. It generates visitor report analytics that helps businesses to track the behavior of the website visitor. And an ebook can be one of the best free giveaways.

B2B 77

B2B Best practices Sales Education 77

Playvox

JUNE 22, 2023

For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities. Higher CES scores mean less customer effort, better customer experience, and more customer loyalty.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Interactions

APRIL 15, 2025

Research shows that 96% of customers who experience high-effort interactions become disloyal. On the flip side, reducing effort can increase repurchase intent by up to 94%. This is where Customer Effort Score (CES) comes in. Your customers shouldnt have to work hard to do business with you.

Customer effort 62

Customer effort Metrics Surveys Self service 62