PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. You’re measuring NPS and CSAT , and real-time alerts are coming in. These individuals are often called “case managers.” Case managers receive notifications to let them know a “case” or survey response has been submitted. That’s great!

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Gainsight

NOVEMBER 18, 2019

With data from our case management system (Zendesk, Service Cloud, etc) we can easily measure whether or not we are meeting customer service service level agreements (SLAs). There are two primary tools we can use to collect customer sentiment throughout their journey: Net Promoter (NPS) and Customer Satisfaction (CSAT) surveys.

B2B 12

B2B CX NPS Net Promoter Score 12

Fonolo

JANUARY 14, 2020

They’re used by some huge companies, so you’ve probably come across their NPS & Customer Satisfaction scoring tools in an email footer or app recently. . Desk is Salesforce’s support software solution, built to handle multi-channel, mobile, case management and productivity. Salesforce – Desk.com.

Customer Service 136

Customer Service Contact Center Social Media CX 136

SugarCRM

OCTOBER 11, 2021

While many tools in the market provide case management and knowledge self-help portals, Sugar Serve provides those tools combined with a rich customer management platform. Communicate Beyon d the Case. Sugar Market can send NPS (Net Promoter Score) and VOC (Voice of Customer) surveys to your customers.

Net Promoter Score 45

Net Promoter Score VOC Case Management Sales 45

Confirmit

OCTOBER 30, 2018

Hall touts the comprehensive Action Management technology as the most vital piece of the VoC program. With full alert capabilities, advanced case management and task-centered case processing, the Confirmit solution enables prioritization of open items and arms the team with the information needed to take corrective actions.

VOC 40

VOC Net Promoter Score NPS Voice of the Customer 40

Qualtrics

JULY 15, 2019

In a Deloitte research study , customers who enjoy positive customer services experiences are likely to spend 140% more than customers who report negative NPS scores and remain customers for five years longer. There are two popular methods for measuring customer experience: Net Promoter Score (NPS) and Customer Satisfaction (CSAT).

Net Promoter Score 41

Net Promoter Score Customer Service Close the Loop Social Media 41

SurveySensum

NOVEMBER 11, 2021

Moreover, the teams’ guide you on which touchpoints to capture feedback on and which metric is suitable for your objectives such as NPS, CES, CSAT, train you or your teams on how to close the loop and guide you on how to combine business data and CX data to get buy-in from your management to take action. And one more thing!

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52