CSM Magazine

JUNE 19, 2022

In each case, it’s easy to see how a customer might feel they have to try too hard to do business with you. High customer effort often means bad customer experience. Bad customer experiences obviously damage existing customer relationships, but they can also endanger potential opportunities and erode your bottom line.

Customer effort 98

Customer effort First call resolution Scripts Chatbots 98

ShepHyken

JANUARY 26, 2025

The Gist, as it is referred to in the article, is that CXOs help align initiatives throughout the company, companies led by a CXO see stronger customer loyalty and profitability, and the CXO helps eliminate departmental barriers and help implement the right CX technologies and solutions.

Customer Service 167

Customer Service Metrics Benchmark Consulting 167

Tethr

JUNE 22, 2021

We talk a lot about the customer effort score (CES). Between our work in customer experience, the research that went into The Effortless Experience , and our own effort measurement score, the subject comes up, well, kind of a lot. What is your customer effort score? How can I measure effort?

Customer effort 78

Customer effort industry standards Metrics Surveys 78

Callminer

MAY 26, 2020

At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. Customer Effort Score. The lengths to which a customer must go in order to solve issues determines the likelihood of them continuing to do business with you.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

ShepHyken

AUGUST 25, 2024

But, as with most technological improvements – there are pitfalls. My Comment: A self-service (digital) customer service solution shouldn’t take away from a customer’s good experience with a company or brand. This first is a focus on using technology (AI) to support the customer. It should support and augment it.

Customer Service 220

Customer Service Customer centricity Chatbots Self service 220

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. Because when effort goes down, loyalty goes up.

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Callminer

MARCH 2, 2020

There are many variables involved in handling customers’ calls efficiently enough to resolve them without need for additional contact to be made on their part. Improvement strategies targeting everything from internal business operations to technological integrations can have a powerful effect on your first call resolution rate.

First call resolution 291

First call resolution Metrics Analytics Call Center 291

ShepHyken

JUNE 21, 2019

Chat channels are easy to staff 24/7, text-based, low-commitment, require low customer effort and provide increased access to your brand. Chatbot and live chat technologies are not new, but their utility as effective parts of on-demand consumers accessing your brand is. They require training. Enter live chat.

Chatbots 309

Chatbots Customer Experience Scripts outsourcing 309

Upstream Works

FEBRUARY 10, 2021

As 2021 unfolds, the stakes have never been higher for contact center leaders to invest in the right technologies. Many contact centers still struggle with the limitations of legacy technology and premises-based systems, and the disruption from COVID-19 has intensified the urgency to modernize.

Contact Center 78

Contact Center Technology Analytics Customer centricity 78

ShepHyken

NOVEMBER 23, 2018

Reduce effort for the customers, on the other hand, and you’ll go far in improving the customer experience. In fact, reducing customer effort is shown to be more important to the customer than exceeding expectations. Consider the number of actions customers have to take to get in touch.

Customer Support 275

Customer Support Customer effort Self service Metrics 275

Peter Lavers

MARCH 17, 2015

Too many initiatives focus on the physical “what we will do for you” rather than the emotional “how we will make you feel about it” The body of independent research confirms that more than 50% of the customer experience is emotional – customers remember how they felt, not how well they were processed!

Customer Experience 222

Customer Experience Journey mapping Airlines Customer effort 222

ShepHyken

APRIL 2, 2021

This statistic points to the fact that modern customers are looking for humanized customer support that understands their pain points and can give them personalized responses to their needs. Misconception #3: Speed is the most important customer service metric. But customers don’t want to feel like another ticket in the queue.

Customer Service 300

Customer Service Self service Metrics Average Handle Time 300

Nicereply

JULY 18, 2022

You can improve your customer experience without breaking the bank. These easy ways to reduce customer effort are a great place to start. Your customer experience needs an overhaul, but you don’t have the budget or developers to make it happen. Why customer effort matters. Adopt your grandma’s point of view.

Customer effort 52

Customer effort Chatbots Engineering Interactive Voice Response 52

TeleDirect

DECEMBER 20, 2024

Brand Perception : How customers feel about the company overall. The Shift in Customer Priorities Consumer behavior has evolved significantly, driven by technological advancements and heightened expectations. Todays customers value: Personalization : They expect tailored recommendations, communications, and solutions.

Customer Experience 62

Customer Experience Journey mapping Call Center Chatbots 62

ShepHyken

DECEMBER 18, 2020

As I rang in the new year, I imagined I would spend a lot of time helping my clients drive customer loyalty and referrals. We would work together to put Shep’s wisdom into action, particularly with regard to reducing customer effort. In 2019, leaders often viewed convenience-oriented technologies as “nice to haves.”

Customer Experience 196

Customer Experience Consulting Consulting Technology 196

TechSee

JULY 18, 2019

You’re satisfied with your purchase – not only because the product met your needs but also because the company provided you with a truly effortless customer experience. Customer effort matters. The post How to provide an effortless customer experience appeared first on TechSee.

Customer Experience 207

Customer Experience Wireless Self service Contact Center 207

TechSee

NOVEMBER 10, 2020

Instead of technical support agents attempting to explain with words how customers can fix their issues, they can visually show them via step-by-step actions and movements. The technology drives cost optimizations by increasing automated call deflection to self-service channels, which can handle a much wider range of issues than ever before.

Customer Service 207

Customer Service Self service Average Handle Time Contact Center 207

Customers That Stick

FEBRUARY 19, 2015

Although live chat has been around awhile and 56 percent of respondents in this survey said they have used it at least once, usage of the technology still skews heavily towards younger consumers. More detailed questions of technology, cost, scale, and organizational buy-in will inevitably be part of any discussion.

Customer Service 157

Customer Service Customer effort Surveys Customer Experience 157

Callminer

APRIL 20, 2018

As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. This post will help you zero-in on those technologies and best practices proven to produce results. Adopt Technologies That Align with Your Customers’ Expectations.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

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

ShepHyken

MAY 17, 2019

With so much on your plate, remembering the name of every customer might seem like a tall order. But with some effort, it’s not impossible, especially with the use of digital technology. According to a Connected Shopper Report , only 37% of customers feel that businesses know them. Action speaks louder than words.

CRM 293

CRM Personalization Engineering Enterprise 293

JustCall

AUGUST 8, 2023

It eliminates roadblocks in the customer journey and makes the value proposition accessible. The resulting reduction of customer effort makes the experience frictionless and yields a bouquet of benefits from higher customer satisfaction levels to customer loyalty to increased revenue.

Customer effort 52

Customer effort Multi-channel support Self service Chatbots 52

CX Global Media

FEBRUARY 12, 2018

The thought is that by implementing this procedure, you have just protected yourself and your customers. For your customers, Authenticating by Knowledge represents a higher customer effort and possibly time wasted. When the criminal dials into your contact center, your agent sees your customer’s phone number. .

Contact Center 204

Contact Center Interactive Voice Response Average Handle Time Call Center 204

Call Center Weekly

FEBRUARY 22, 2018

G reat Experience- I get excited, when in the course of assisting a customer, the agent transitions to the next step in the customer's journey. This could be a simple notification of what is to come, advise on a product that will meet additional needs, or anything else of value to reduce the customer's effort.

Customer Service 212

Customer Service Government Contact Center Metrics 212

TechSee

AUGUST 6, 2020

Let’s focus on the three key elements of success: reducing employee effort, cutting customer effort and engaging leadership. Reducing employee effort. According to Gartner, even before the pandemic, two out of three employees reported having to exert too much effort when using company-provided technology.

Customer Support 109

Customer Support Customer effort Interactive Voice Response Technology 109

ShepHyken

NOVEMBER 23, 2018

Reduce effort for the customers, on the other hand, and you’ll go far in improving the customer experience. In fact, reducing customer effort is shown to be more important to the customer than exceeding expectations. Consider the number of actions customers have to take to get in touch.

Customer Support 176

Customer Support Customer effort Self service Metrics 176

DMG Consulting

MARCH 13, 2025

March 2025 Conversational artificial intelligence (CAI) solutions use AI and generative AI (GenAI) technologies to identify, understand, and respond to customer conversation intents. CAI applications enable consumers to self-serve or can assist live agents responding to customer inquiries.

Interactive Voice Response 62

Interactive Voice Response Self service Virtual Agent Consulting 62

TechSee

MAY 19, 2020

The level of effort involved in proactively registering their products is often too high, even though without product registration, brands cannot validate the warranty in order to provide effective service. In addition, automatically transferring customer information to a product registration form greatly reduces customer effort.

Self service 207

Self service Sales Customer effort Technology 207

TechSee

DECEMBER 17, 2019

And with disruptors entering the market – not to mention Accenture reporting that 77% of consumers are no longer loyal to any particular brand – the more established utility companies must work harder than ever to retain their customer bases. Utilities must reduce customer effort. Implement smart technologies.

Customer Experience 136

Customer Experience Customer effort Engineering Analytics 136

BlueOcean

MARCH 11, 2025

Or perhaps you can sense that your customers are looking for more when they come calling. Either way, conversation intelligence technology is in the spotlight as an attractive solution to driving a more powerful customer experience. Maybe youre all too familiar with the way your contact center seems to be a black hole of data.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

TeleDirect

DECEMBER 22, 2024

Customer Effort Score (CES) Definition: Measures the ease with which customers can resolve their issues or complete tasks. Why It Matters: A low-effort experience increases customer loyalty and satisfaction. Why It Matters: Balanced utilization rates prevent overworking agents while ensuring productivity.

Call Center 62

Call Center Metrics Abandon rate Interactive Voice Response 62

CX Accelerator

JULY 22, 2019

Through different survey questions, organizations can calculate some of the more common VOC metrics, including: Customer Effort Score (CES) – Measures the level of effort your customers devote to doing business with you (the less effort, the better). Back To CX Accelerator Blog.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

Call Center Weekly

SEPTEMBER 19, 2018

I’ve always considered conferences to be valuable experiences that allow me to learn more about our industry, and to stay on top of trends, technology and innovation. I’m always interested in how other organizations are creating better insight, navigating new technology or providing proactive and predictive service. Inspiration!

Telecommunications 150

Telecommunications Contact Center Call Center Customer effort 150

Interactions

APRIL 2, 2025

This support gives you one less concern when expanding into new areas or when demographics shift in your customer base. 92% of surveyed consumers report lower customer effort when theyve experienced a seamless transition from self-service to live agent.

Self service 62

Self service Average Handle Time Upselling Contact Center 62

CX Accelerator

JULY 22, 2019

Through different survey questions, organizations can calculate some of the more common VOC metrics, including: Customer Effort Score (CES) – Measures the level of effort your customers devote to doing business with you (the less effort, the better).

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

TechSee

APRIL 17, 2022

This approach not only reduces customer effort, but creates a personalized and friendly engagement. For example, you can greet the customer by name, inquire about their last engagement with you and continue through to resolution quickly and easily on any remaining issue. Simplifying Warm Transfers through Technology .

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207