Lumoa

DECEMBER 18, 2017

More and more companies put a customer at the centre of their business operations. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. Text and voice analytics dive deep into that and essentially, if you wish, create a score based on how customers actually felt.

Text Analytics 102

Text Analytics Customer Experience Net Promoter Score Customer Journey Map 102

SurveySensum

OCTOBER 16, 2024

Business survey questions are a set of targeted questions designed to gather feedback from your customers, employees, or clients to understand what’s working well and what needs improvement in your business. Here are the questions to ask to improve your business: What suggestions do you have for improving our business?

Text Analytics 52

Text Analytics Customer Loyalty Customer Satisfaction Customer Service 52

Lumoa

FEBRUARY 9, 2023

According to Buffer , the main customer support metrics are the following: First Response Time Problem Resolution Time Was the Customer Able to Find What They Were Looking For? Text Analytics Text Analytics (text mining) includes a set of techniques that structure information arriving in text format— for instance free text customer feedback.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. According to Buffer , the main customer support metrics are the following: First Response Time Problem Resolution Time Was the Customer Able to Find What They Were Looking For?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. According to Buffer , the main customer support metrics are the following: First Response Time Problem Resolution Time Was the Customer Able to Find What They Were Looking For?

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Retently

FEBRUARY 9, 2024

Essentially, they aim to uncover how it has changed the customer’s life or business operations. Hence, among the main areas for measuring satisfaction with customer service representatives are hold times, problem resolution effectiveness, and both knowledgeability and attitude of customer service representatives.

Customer Feedback 94

Customer Feedback Net Promoter Score Customer Satisfaction NPS 94

InteractionMetrics

JULY 10, 2023

It overly inflates expectations and distracts from the precise way ML will improve business operations,” writes Eric Siegel in the Harvard Business Review. AI software salespeople often tell Customer Experience Directors they MUST buy an AI-powered text analytics solution to understand their data.

Unstructured Data 40

Unstructured Data B2B AI Customer Experience 40