Traditionally, customer support data analysis focused on quantitative aspects, such as response times and ticket resolution rates. While those metrics are well established performance indicators, they fail to contextualize customer service ticket data. To that end, conversational support analytics adds a qualitative layer, deciphering the sentiment, intent, and contextual nuances embedded in customer conversations. If…
In the dynamic world of customer experience, the Net Promoter@ Score (NPS) has been unraveling the intricacies of customer sentiment and loyalty for the past twenty years. As we celebrate this milestone, we’ll explore the origins of NPS, its benefits as a growth catalyst, and its resilience amid challenges. Join us on the NPS anniversary…
Making your customer service communication lines as easy, frictionless, and specifically targeted to individual members of your audience as possible is imperative in a world where a great deal of emphasis is placed on using digital technology and social media to provide elevated customer experiences. Making a quantifiable impact on customers is facilitated by implementing…
My name is Pauli and I have been working at Surveypal as a frontend developer for about four years even though I have never received any official training or education in computer science. In fact, my field of expertise is officially in the world of classical music, more precisely composition, theory and history. I have…
How do your customers feel when they engage with your brand? This is an important question to answer because customers rely on their emotions (how they feel) or can be influenced by the emotions of others when deciding on a product or service. Figuring out what your customers feel when they engage with your brand…
Wouldn’t it be great if you were able to automatically analyze all your Zendesk tickets to gain actionable insights? Customer service interactions produce a goldmine of data that can be used in many ways to improve support performance and the customer experience. Most of us, however, do not have enough time or resources to comb…
Hey there customer service pro! If you have landed on this page, I’m guessing you’re in need of some comic relief – after all customer care is challenging and we all deserve to take a break and have a laugh every once in a while. With that in mind, I scoured the worldwide web to…
In the dynamic landscape of business, customer experience (CX) has emerged as the cornerstone of success. Amidst the buzz of technological advancements and evolving consumer expectations, one constant remains: the significance of an exceptional customer journey. Businesses have come to realize that it’s not just about selling a product or service; it’s about delivering an…
In today’s hyper-connected world, customer service is no longer just a department within a company but a pivotal differentiator that can make or break a business. To stand out in a competitive market, companies must prioritize exceptional customer experiences. One technology that has emerged as a game-changer in this realm is the concept of digital…
Today, business success depends on the development of customer-centric experiences. To that end, Voice of the Customer data delivers insights on individual and segment motivations which can help you measure and manage the customer experience. What is the Voice of the Customer? The Voice of the Customer (VoC) refers to the collective insights, opinions, needs,…
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