How a Conversational AI interaction worksHow CAI can Help You and Your CSAsKey KPIs to MeasureThe Importance of Transparency, Sentiment and AI Evolution Connecting with your customers on a personal level is important to building lasting relationships. But individuals only really hold one focused conversation at...
Both customer success managers and customer service exist to make and retain money while servicing the customer. For our first post concerning customer success roles, we’ll focus on what makes them different from customer service and how they support each other....
The industry has trained customers to be rude with a cycle of lies in customer service and poor handling of issues. If you don’t watch your words you train your customers to do the same. ...
The Bureau of Labor Statistics (BLS) released their newest Job Openings and Labor Turnover Survey (JOLTS) yesterday. A new report but not much new movement: minimal change in openings, hires, and separations (which include quits, layoffs and discharges) for July compared to June 2022. However, in...
For customers seeking resolution, the direct experience of another customer can be more helpful than a company’s poor, time-sucking service merry-go-round. Your customers turn to places like Reddit when they can’t (or fear they can’t) get resolution through your company support channels. ...
Customers want you to know how they feel. They don’t want to be blindsided by an epic survey full of non applicable questions that interrupts them trying to get their issue solved. The key is smarter surveys that give you usable customer service data, while...
According to a Salesforce report from February 2022, 71% of agents have considered leaving their jobs in the previous 6 months with 86% saying they require more from their companies in order to stay. Are you using the following methods to reduce agent churn and...
Lego receives in excess of 4 million customer calls per year. Many of those calls are for replacement pieces that customers have lost. Even though these are not the fault of the company, Lego does their best to accommodate and with style. These happy customers...
Don’t underestimate the power of the empathy metric in customer service. To get the most out of this metric though, you need to manage empathy fatigue and avoid using inauthentic empathy that backfires....
Putting two important metrics in perspective and understanding why they are both measured with 5 examples each of CSAT vs NPS....
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