Mindtouch

APRIL 26, 2018

Or maybe the real question is, why are you making it so hard on your customers? Companies that don’t make at least some of their documentation public are likely missing a huge opportunity for self-service. Correction: their customers are definitely missing out on the opportunity to help themselves. That’s a self-service fail.

Self service 48

Self service Customer effort Education Customer Support 48

Mindtouch

MAY 15, 2018

Reducing customer effort has become a high-priority objective for most companies. Central to improving customer effort scores is useful and timely content. This increases customer effort by making it difficult for customers to find information. But Google itself is not the problem.

Customer effort 48

Customer effort Real estate Education Engineering 48

Mindtouch

FEBRUARY 28, 2018

Documentation or knowledge gaps have the uncanny ability to quietly increase customer effort. In the spirit of aligning with Google’s philosophy on the end user (and our mild obsession with lowering customer effort, of course), the search experience is an apt place to start. Inform content gap analysis.

Customer effort 54

Customer effort Self service Engineering Customer Support 54

DMG Consulting

MARCH 13, 2025

These applications deliver a persistent and consistent user experience across all touchpoints to reduce customer effort and enhance the customer experience (CX) while increasing self-service automation. without the help of a live agent, salesperson, or other employee. But this is just the beginning for these solutions.

Interactive Voice Response 62

Interactive Voice Response Self service Virtual Agent Consulting 62

Kayako

NOVEMBER 9, 2018

A growing concern for customer retention, expansion, and cross-sell opportunities is customer effort. This “effort villain” is out to get your customers at every chance. We know that the more effort a customer has to exert, the more likely they are to churn. Not Starting at Google = Bad.

Customer effort 51

Customer effort B2C B2B Customer retention 51

Mindtouch

FEBRUARY 27, 2018

If you’re banging your head against the wall, wondering what the cause of your lackluster customer effort scores (CES) is, good on you. You care about your customers! Listening to our customers’ stories , we hear time and time again that good self-service strategy is central to lowering customer effort.

Self service 48

Self service Customer effort Analytics Metrics 48

NobelBiz

FEBRUARY 21, 2023

A key performance indicator (KPI) and strategic metric for any business is the Customer Effort Score (CES). It’s one of the significant drivers of brand loyalty because satisfied customers are more likely to make repeat purchases or talk to your customer service. How can the Customer Effort Score be measured?

Customer effort 52

Customer effort Contact Center Self service Call Center 52

NobelBiz

FEBRUARY 15, 2023

A key performance indicator (KPI) and strategic metric for any business is the Customer Effort Score (CES). It’s one of the significant drivers of brand loyalty because satisfied customers are more likely to make repeat purchases or talk to your customer service. How can the Customer Effort Score be measured?

Customer effort 52

Customer effort Contact Center Self service Call Center 52

ProProfs Blog

OCTOBER 25, 2017

The idea is to identify problem areas on a website and work for a solution to provide a gratifying experience to the customers. Social Media Based Customer Support. Reducing customer effort is critical in improving a company’s customer support experience. FAQ, Documentation & Video Support.

Customer Support 150

Customer Support call center software Analytics Call Center 150

Education Services Group

APRIL 27, 2022

I’m not going to waste time trying to document how to correctly (mathematically) calculate all the three letter acronyms—but feel free to check out our Customer Success Definitions, Calculations, and Lingo…Oh My! if you need a little help there. Keep it simple.

Metrics 98

Metrics Surveys SaaS CRM 98

Mindtouch

AUGUST 21, 2019

This might include documentation, policies, procedures, and any other relevant expertise and experience provided by individual workers across an organization. and external (prospects, customers, etc.) and external (prospects, customers, etc.) audiences use to seek information. audiences use to seek information.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Mindtouch

SEPTEMBER 19, 2017

One that improves customer effort , which leads to improved customer loyalty. Bottom line though, it’s about customer effort. How do you achieve an effective customer self-service model? My favorite part is the beginning where Aaron and Jack talk about the evolution of content and documentation.

Self service 66

Self service Customer effort Sales Personalization 66

Babelforce

SEPTEMBER 8, 2021

This information is combined with touchpoints, customer goals, KPIs and team accountability. What are customer journey maps good for? Recording all of this information in a simple, accessible document makes it far easier to understand each stage of a customer journey. 5 Customer effort reductions.

Journey mapping 98

Journey mapping Upselling Customer effort Personalization 98

TechSee

DECEMBER 2, 2020

Visual assistance technology is a powerful tool for technical support, but it can also help address other customer inquiries, deliberations, and bureaucratic issues. Sharing a view of a physical document, agents can point to a particular line to clarify billing or contract issues, validate coupons, or view damaged goods prior to returns.

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

Lumoa

MARCH 24, 2022

Benchmarking, in the general sense, is the process of documenting a company’s performance during any given period with the goal of comparing it to another period, often in the future. As you may have deduced already, the survey response rate benchmarking process consists of documenting the performance of your CEM system.

Surveys 78

Surveys Benchmark Metrics Feedback 78

TechSee

OCTOBER 22, 2019

By analyzing data from large sets of trouble tickets, organizations can anticipate customers’ next questions and eliminate huge volumes of future contacts. Make available robust documentation including common troubleshooting topics and related follow-up questions. NIA: The balancing metric. Tactics for effective NIA. Poll your agents.

Contact Center 84

Contact Center Average Handle Time Metrics Self service 84

Aspect

JUNE 16, 2017

In its research, Aberdeen found that speech analytics users enjoy about 6 times better year-over-year profit margin improvement and about 3 times better year-over-year customer effort score improvement than non-users of speech analytics. Why is the penetration rate of speech analytics so low?

Contact Center 97

Contact Center Analytics contact center workforce Technology 97

Mindtouch

MARCH 21, 2018

Without quick and easy access to relevant documentation and product help, the customer experience can suffer. This creates frustration, high customer effort , even product abandonment. Analytics will also provide actionable information regarding your customers’ sense of product fulfillment.

Self service 59

Self service Analytics Feedback Customer effort 59

Mindtouch

FEBRUARY 6, 2020

Informational content is useful beyond just post-sale needs like troubleshooting, how-to, and documentation. The Case for Letting Google Find Your Support Content How optimizing support content for Google can decrease customer effort. Here’s a few ways to make it happen. Consider the “pre-purchase” mindset.

Self service 21

Self service Engineering Sales Customer effort 21

Help Scout

MAY 12, 2021

Train your team to go beyond answering what was asked by using this three-part model: Answer: Give the customer what they asked for. Elaborate: Share a help document, a video, or other contextual information that might help the customer continue their work without needing to come back and ask again. Reduce customer effort.

Customer retention 117

Customer retention Finance Customer effort Analytics 117

Nicereply

AUGUST 20, 2019

But, what isn’t fun is a year later when you realize you have 20 different sources for five different things and no one can remember where they documented that one problem you had that one time. We have some suggestions: document everything, pick quality tools, offer top-notch support and know your metrics. Document Everything.

Metrics 68

Metrics Self service Education Customer effort 68

Satrix Solutions

JANUARY 29, 2021

I often call this where the rubber meets the road in customer experience programs. Organizations are often so focused on key performance indicators like Net Promoter Score , C-SAT, or Customer Effort Score that they tend to overlook the feedback gathered and the tremendous value that is created when the organization properly closes the loop.

Scripts 78

Scripts Surveys Feedback Customer centricity 78

NICE inContact

DECEMBER 12, 2016

When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. We all want our agents to provide “great” service.

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

Kayako

JUNE 30, 2016

So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of bad ones. Reduce customer effort everywhere. I thought this was a fantastic idea.

Customer Service 83

Customer Service Customer effort SaaS Customer Support 83

Inbenta

MAY 11, 2020

A knowledge management system is an IT tool that organizes knowledge, whether it is documentation or frequently asked questions, in order to facilitate its accessibility for external users such as customers, but also for team members within an organization. A better understanding of users’ requests.

Customer Experience 94

Customer Experience Chatbots Self service Wait times 94

Kayako

JUNE 30, 2016

So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of bad ones. Reduce customer effort everywhere. I thought this was a fantastic idea.

Customer Service 81

Customer Service Customer effort SaaS Customer Support 81

TechSee

MARCH 10, 2021

By combining visual assistance with digital channels, brands can include more of the tactile elements of in-store shopping, thereby engaging with customers more effectively and memorably. Visuals lower effort and add convenience to interactions.

Customer Service 109

Customer Service Self service Surveys Chatbots 109

Quiq

JULY 13, 2021

Here are four customer experience KPIs to track: Net promoter score. Customer effort score. Revenue per customer. Net promoter score (NPS) is a reflection of an eCommerce business’s customer experience. Above 70 means that customers are loyal and will be the source of a lot of word-of-mouth referrals.

Customer Service 96

Customer Service Feedback Customer effort Surveys 96

SharpenCX

MAY 6, 2021

Focusing on metrics that impact your customer happiness in the biggest ways helps you find gaps and pains in your customer journey, so you can fix them. 5 Metrics to Understand then Improve Customer Satisfaction for Better ROI . Customer Effort Score . Because customer effort predicts customer loyalty.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

CCNG

OCTOBER 19, 2022

(Temkin, 2017) 83% of customers would trust recommendations from the people they know: colleagues, family, friends, etc. London School of Economics, 2005) Customer Effort Score Is CES worth your attention? 96% of customers with a high-effort service interaction are more disloyal, compared to only 9% with low-effort interactions.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Nicereply

JUNE 18, 2019

Customer feedback surveys are the bread and butter of support—whether you’re sending out customer satisfaction surveys (CSAT), net promoter score surveys (NPS), or asking about customers’ effort (CES) with your product, your team has probably asked a customer to rank you on a scale in the past year.

Surveys 94

Surveys Self service Construction Feedback 94

Kayako

MARCH 18, 2019

If you have the feature already, send them the documentation. If people reach out confused about how to use a specific part of your product, link them to the documentation around the part that they are having trouble with. That way, in the future, other customers can find the answer without having to reach out to support, too.

Customer Service 71

Customer Service Construction SaaS Feedback 71

Nicereply

JULY 13, 2021

This concept has become increasingly popular in SaaS products because all the data is centrally stored, and using your customer experience data is an excellent way to reduce customer effort and frustration. Customers use your product for a reason. Susana adds that “creating comprehensive documentation is key.

B2B 98

B2B B2C SaaS Technical Support 98

NICE inContact

JANUARY 30, 2018

Make sure that your contact center solution provides you with extensive, and well documented open interfaces. They will give you the flexibility to customize your solution. Consolidated, best of breed interfaces. With more channels comes more complexity – for everyone. Ease of Integration, Open Interfaces.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

ProProfs Blog

OCTOBER 13, 2020

She reaches out to the bank and asks them if she could receive her bank statements and other related documents to the new address. That means you need to offer a solution to your customer’s problems on their first contact to create a delightful experience for them with your brand. That’s what we wanted right?

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

Kayako

NOVEMBER 8, 2017

It’s more efficient and low-effort because they prevent the customer from switching from one service channel (the website) to another (email or phone). And as Dixon, Toman, and Delisi of CEB point out in The Effortless Experience , channel switching is “one of the biggest and most insidious drivers of high customer effort.”.

Self service 78

Self service Accountability Customer effort Metrics 78

Mindtouch

MAY 8, 2018

Minimize customer effort. By walking a customer through the support process, you can help them understand what needs to happen and why. This will help connect you to your customers and will help you form a stronger relationship. There are a few keys to preventing future issues with the same customer.

Customer Support 48

Customer Support Wireless Airlines Self service 48