BlueOcean

MARCH 11, 2025

By understanding these patterns, we can implement proactive solutions whether that’s adjusting self-service options, modifying agent training, or recommending process changes. We investigate the underlying processes, identify pain points in the customer journey, and develop specific recommendations for improvement.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

Quiq

MARCH 31, 2022

Marketing and sales consistently combine their efforts to attain the most customers at the lowest price. But few businesses dedicate as many resources to customer retention. Keeping customers happy and continuing to buy from your e-commerce business deserves (and often requires) as many resources.

Customer retention 77

Customer retention Metrics Personalization Benchmark 77

Calabrio

MARCH 25, 2025

Driving Business Growth and Success: Exceptional customer experiences translate to increased customer retention, positive word-of-mouth referrals, and ultimately, significant business growth. Customer Effort Score (CES): CES measures the level of effort a customer perceives they had to exert to resolve their issue.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

NobelBiz

JANUARY 28, 2025

Delays frustrate customers and negatively impact satisfaction. Customer Effort Score (CES) : Reflects how easy it is for customers to interact with your business. The Customer Effort Score (CES) is equally significant. Insurance For insurance call centers, customer retention is paramount.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

ProProfs Blog

DECEMBER 11, 2020

However, the intent of measuring customer satisfaction isn’t limited to managing it. There are other reasons why companies feel encouraged to use metrics to measure customer satisfaction, one of them being the ability to increase customer retention and loyalty. Customer Effort Score (CES).

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

Solvvy

AUGUST 17, 2022

A low score means you need to take immediate action to pinpoint why customer satisfaction is low. You can use the CSAT method to ask specific questions or allow customers to elaborate on their answers to help you identify root causes. Customer Effort Score (CES). Customer Retention Rate. Cost Per Resolution.

Customer Support 102

Customer Support Customer retention Chatbots Metrics 102

aircall

DECEMBER 9, 2016

The crucial importance of customer retention. If you’re running an ebusiness, be it for a service or product, you should be focusing on the customer, rather than on your bottom line. Customer retention can affect your bottom line much more drastically and favorably than some would expect.

Customer centricity 81

Customer centricity Customer retention Upselling Customer effort 81

ProProfs Blog

APRIL 28, 2020

Consider Common Customer Challenges. Monitor Customer Service Metric Levels. How to Set Measurable Customer Service Goals. Customer Satisfaction Score (CSAT). Customer Effort Score (CES). How to Make Sure You Reach Your Measurable Customer Service Goals. Net Promoter Score (NPS).

Customer Service 140

Customer Service Metrics Education Customer effort 140

ViiBE Blog

AUGUST 25, 2021

Consequently, detractors are unsatisfied customers who may potentially damage the company’s name, brand image, and future growth through spreading bad feedback. Customer Effort Score (CES). ” – these are a few examples of questions you can find on a Customer Effort Score survey. Conclusion.

Automotive 98

Automotive Brand ambassadors Transportation Construction 98

DMG Consulting

MARCH 15, 2017

The top ten contact center and enterprise servicing goals for 2017, in order of priority, are: Deliver an outstanding customer experience (60.8 Improve self-service (50.4 Reduce cost of service (48.0 Deliver a personalized customer experience (39.2 Reduce customer effort (35.2

Contact Center 48

Contact Center Customer retention Self service Analytics 48

Upstream Works

MARCH 3, 2021

Aside from the relationship they have with your product/service, they also have a relationship with your brand, and this emotional connection is crucial for customer retention. The key here is to focus on the objective – reducing customer effort. They want to feel valued and not anonymous.

Contact Center 78

Contact Center Chatbots Self service Customer retention 78

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.” Short answer: YES!

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Playvox

JANUARY 24, 2022

For these, customers expect and appreciate well designed self-service options, with the option of shifting to live service if needed. What’s more, businesses that provide effective access to digital channels, as well as voice, are rewarded for the convenience they provide customers.

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

Calabrio

MARCH 22, 2025

Develop a true omnichannel approach thats unified in the cloud and ensures that agents have easy access to customer history and insights across all channels. Offer more effective self-service options Oftentimes, the best experiencefor both customers and contact centersis when customers can quickly and easily solve their issues on their own.

Best practices 52

Best practices Contact Center Management Call Center 52

Global Response

JANUARY 23, 2023

Not only is automation and AI becoming more effective and “intelligent,” but customers are becoming more accustomed to it, and in some cases, even favoring it over live agents. For example: 69% of customers say they’ll try to resolve their issue on their own first before contacting the company directly.

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62

aircall

JANUARY 16, 2017

Learning how to solicit and utilize customer feedback is a crucial part of any customer retention strategy. Nevertheless, putting together an effective and useful customer satisfaction survey isn’t as straightforward as you might think. Why an effective customer satisfaction survey matters. Increase retention.

Surveys 80

Surveys Brand ambassadors Feedback Customer retention 80

Noble Systems

OCTOBER 17, 2019

All of this data is then available to contact center agents and others throughout the company so that customers’ questions and issues can be addressed more expeditiously. Some of the benefits of omnichannel include, improving: Customer satisfaction/experience. Customer service. Customer retention.

Self service 57

Self service Gamification Contact Center Interactive Voice Response 57

Outsource Consultants

JANUARY 27, 2025

At Outsource Consultants, we have identified four key metrics that provide a comprehensive assessment of customer experience: Net Promoter Score (NPS) , Customer Satisfaction Score (CSAT) , Customer Effort Score (CES) , and First Contact Resolution (FCR). Offer self-service options for quick issue resolution.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Kayako

AUGUST 19, 2022

In customer service, companies can now optimize context for platforms and technology to serve the customer, from self-service help options to chat to live calls. Three areas to consider include personalized support, reducing customer effort, and improving team support. Less Customer Effort.

Customer Experience 62

Customer Experience Customer Service Customer effort Customer centricity 62

BlueOcean

JANUARY 6, 2020

In fact, a NewVoiceMedia survey revealed that 43% of customers feel more connected to a brand when they are able to contact a company through any channel. Furthermore, customer retention rates are significantly higher for companies with a strong omnichannel approach. How often are these switches happening?

Customer Care 71

Customer Care Wait times Self service Personalization 71

Nicereply

JUNE 20, 2019

Customers can easily jump ship to another brand without second-guessing if they have a poor experience with their current brand. Research has shown that a 5% rise in customer retention can boost a brand’s income by 75% and such retention is the outcome of quality customer experience. Self-Servicing.

Marketing 77

Marketing Chatbots B2C Self service 77

DMG Consulting

DECEMBER 11, 2017

A performance management system can collect data from all relevant systems, analyze it, and present it in a format that allows the recipient to understand how well their contact center is performing on many levels: customer effort and satisfaction, efficiency, productivity, quality, etc. Self-service displacement (automation) rate.

Contact Center 54

Contact Center Average Handle Time Management Abandon rate 54

ProProfs Blog

DECEMBER 18, 2019

In fact, you want to dodge anything tedious and annoying because customer loyalty can be built only by minimizing customer effort. That’s why the integration of live chat and knowledge base is a crucial element of creating the perfect live chat customer experience. Why live chat is important for customer experience?

Customer Experience 131

Customer Experience Surveys Feedback Personalization 131

delighted

FEBRUARY 16, 2023

When you understand how your customers perceive success, you can begin to set milestones to ensure they succeed with your guidance. Set up a knowledge base When customers have questions about your product or encounter an issue, 63% begin by searching the brand’s online resources.

Customer retention 52

Customer retention Metrics Feedback Accountability 52

BlueOcean

OCTOBER 6, 2020

Total Value Returned Rate is a key metric that also has to be tied to customer retention. It doesn’t matter how much equipment your team is able to retrieve if they cost you the lifetime value of that customer in the process. These scores and metrics aren’t the only way to look at the customer experience, though.

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

Tethr

JUNE 22, 2020

From every touchpoint in your digital or product experience (like signing up for a product or service on your website and using it) to every one of your customer communications and self-service channels (like engaging with one of your emails, downloading a whitepaper or watching a video on one of your social media channels).

Customer Experience 65

Customer Experience Customer effort Interactive Voice Response Coaching 65

aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. Self-service tools empower customers. Provide a hybrid support model.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

Totango

AUGUST 11, 2022

Client receptivity : Customer receptiveness to ideas and initiatives proposed by success managers will be influenced by their perception of digital interactions with your product and the value they derive from these interactions. A single negative support incident can cost you a customer. Implement Loyalty and Referral Programs.

SaaS 113

SaaS Journey mapping B2B Upselling 113

NobelBiz

FEBRUARY 22, 2023

This is accomplished by tracking the different touchpoints a client has with the contact center, such as hold time, number of calls made, and other pertinent metrics from the self-service system. The data is useful for assessing agent performance and improving customer engagement.

Analytics 52

Analytics Call Center Big data Contact Center 52

JivoChat

APRIL 5, 2021

The impact of improving customer service goes beyond making your customers happy (which is still super important!). It can have a knock-on effect—impacting everything from sales numbers to customer retention and online reputation. Offer self-service. Customers like solving their own problems.

Customer Service 52

Customer Service Self service CRM Metrics 52

Pointillist

JANUARY 25, 2019

Customers respond using a 0-10 rating scale, with responses grouped into three categories: Promoters (9-10) Passives (7-8) Detractors (0-6) (Read more about NPS: How to Calculate NPS Using Journey Analytics ) Customer Effort Score (CES) Like NPS, customer effort score (CES) uses a single question to gauge customer satisfaction.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

DMG Consulting

FEBRUARY 7, 2018

As seen in Figure 1, the top 10 enterprise servicing goals for 2018 are: Delivering an outstanding CX. Increasing use of self-service. Delivering a personalized customer experience. Reducing customer effort. Improving customer journey mapping and analytics. Enhancing customer engagement.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

Global Response

JULY 3, 2023

But customer relationships are essential to your business. Good customer relationships can: increase customer retention and decrease churn grow Customer Lifetime Value improve customer loyalty increase average purchase value and frequency improve NPS scores and word-of-mouth referrals reduce CAC and more!

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

Aria Solutions

AUGUST 30, 2019

Good customer service has been shown to produce quantifiable results, from increased repurchases and customer retention to increased advocacy of the brand. Customer service leaders dealing with common contact center challenges know they must invest in modernizing their technology.

Contact Center 48

Contact Center Customer Service Chatbots Metrics 48

Solvvy

SEPTEMBER 17, 2022

A good customer service knowledge base: Meets Customer Expectations for Self-Service. Your customers, who routinely use search engines to find the answers to questions, expect you to provide similar experiences for your products or services. How to Build a Customer Service Knowledge Base.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

Comm100

APRIL 25, 2018

The lessons provided by the Richmond Telephone Company regarding effortless customer experience should not be ignored though. The Importance of Being a Low Effort Company. Corporate Executive Board (CEB) Global is the consulting firm who came up with the Customer Effort Score. Mitigates Customer Disloyalty.

Self service 41

Self service Telecommunications CRM Customer effort 41

Netomi

MARCH 27, 2022

When measuring CSAT, it’s important to understand the different circumstances of your individual customers to glean actionable insights. Customer retention is fundamental to a thriving business. This is because it’s cheaper to keep your current customers than attract new ones. Circumstances change expectations.

Airlines 93

Airlines Benchmark Surveys Customer Support 93