SurveySensum

DECEMBER 30, 2024

Limited Flexibility & Cumbersome User Management: CustomerGauge is very NPS-driven, so other customer metrics like CSAT or CES are largely locked out to get a 360 view of customer satisfaction. SurveySparrow SurveySparrow is the ultimate platform for transforming your customer experience with real-time feedback management.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

SurveySensum

APRIL 11, 2025

Key Driver Analysis (KDA) is a technique that helps you identify and evaluate all the factors that have the biggest impact (can be positive or negative) on your outcome variable like customer satisfaction , loyalty, or brand perception. That said, lets explore the benefits of key driver analysis.

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

Retently

JULY 3, 2024

Let’s dive into some examples of how you can strategically use open-ended questions in various environments to see their impact and utility, starting with customer feedback questions: 1. Customer Satisfaction: Open-Ended Questions Examples Gauging customer satisfaction is essential for any business looking to thrive.

Sentiment Analysis 145

Sentiment Analysis Customer Satisfaction Customer Feedback Net Promoter Score 145

SurveySensum

OCTOBER 28, 2024

These are the performance indicators that show how different areas of your business contribute to—or detract from—your customer experience. Customer Satisfaction (CSAT) Score While NPS tells you if customers will recommend you, CSAT shows you how satisfied they are with specific interactions.

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

Fonolo

FEBRUARY 14, 2023

Improve customer satisfaction With the right automation tools in place, improved customer satisfaction is sure to follow. Raise agent satisfaction A good call center manager knows that agent satisfaction is just as important as customer satisfaction.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

CommBox

JULY 11, 2024

Introduction to AI Customer Service In the 1950s, John McCarthy, known as the founding father of Artificial Intelligence, coined the term. In the early days, the main goal was to explore whether AI machines could simulate specific characteristics of human intelligence and logic-solving.

Sentiment Analysis 52

Sentiment Analysis Artificial Intelligence AI Predictive Analytics 52

Retently

AUGUST 5, 2024

If you’re looking to boost your customer satisfaction and drive business growth, you’ve come to the right place. Your journey to improved customer satisfaction and business growth starts here! Because it provides clear, actionable insights into customer satisfaction and loyalty. Top Pick for B2B SMBs 1.

NPS 105

NPS B2B Net Promoter Score Actionable Insights 105

Lumoa

JANUARY 3, 2023

These questions are at the end of the survey for two main reasons: . . The main point here is that in most cases, you can actually go by, or solve with a simple KPI and a “why” question. . End with the classification questions – These are questions about demographics. For example, age, gender, household income etc. . .

NPS 147

NPS Touchpoint Construction Sentiment Analysis 147

CommBox

OCTOBER 18, 2023

These insights can be used to improve service quality, enhance load balancing between human and automated support, and improve decision-making, ultimately leading to an elevated experience and higher satisfaction rates. Define main use cases to automate Analyze your customer engagements and identify time-consuming use cases.

AI 98

AI Customer Service CX E-commerce 98

InteractionMetrics

DECEMBER 10, 2024

This in turn, allows you to uncover answers to questions you might not have even thought to ask about in the ‘main’ parts of your surveys. In addition, quantification allows text themes to be correlated with outcome metrics like Net Promoter and Customer Satisfaction Scores.

AI 52

AI Sentiment Analysis Actionable Insights Unstructured Data 52

Retently

JULY 28, 2019

Whether your team uses Retently or you’re just curious to learn more about customer feedback workflow automation, take a look at these practical ideas: 1. billion each year because customers switch brands. A good way to do that is to look into the customer feedback in order to spot the main problems your customers deal with.

Customer Feedback 86

Customer Feedback Sentiment Analysis NPS Customer Experience Management 86

SurveySensum

JANUARY 27, 2022

Deep dive into what Customer Experience Management is. So, why do you need customer experience software: Benefits. A well-designed customer experience software helps you deliver an exceptional customer experience with ease. The main benefits of having customer experience software are. Sentiment analysis.

Sentiment Analysis 59

Sentiment Analysis Customer Experience CEM NPS 59

Retently

JANUARY 13, 2019

Understand the Net Promoter Score Analysis. Feedback Sentiment Analysis. If you’re not very familiar with customer sentiment analysis, think of it as an information processing method that can be used to determine customer opinions based on the sentiment (positive, negative, neutral) associated with their comments.

NPS 73

NPS Net Promoter Score Sentiment Analysis Customer Satisfaction 73

CSAT.AI

SEPTEMBER 7, 2022

Also in 2021, A study by the IBM Institute for Business Value (IBV) and the National Retail Federation (NRF) together found that customers who choose brands in line with their values now make up the largest consumer group across all products at 44%.

Customer Service 89

Customer Service Non-Profits Sentiment Analysis Social Media 89

CSAT.AI

JANUARY 4, 2023

Track Holiday Customer Data Separately. Your long-term customer base is your brand’s lifeblood, and their data is important to get clear. Identify your new holiday customers and separate them from your main customer base. This prevents their data from muddying your regular customer data.

Net Promoter Score 79

Net Promoter Score Sentiment Analysis Customer Acquisition Entertainment 79

Shep Hyken

AUGUST 5, 2022

Technology solutions and automation have the power to improve customer service in multiple ways. Perhaps this could be one of the main reasons businesses nowadays embrace new-age technologies and tools like voice bots and chatbots.? . Its groundbreaking sentiment analysis model assigns an emotional score to the customer inputs.

Contact Center 69

Contact Center Artificial Intelligence Sentiment Analysis ML 69

CommBox

JULY 18, 2024

Introduction: The Quest for Connection In today’s busy digital world, customer service is mainly done through automated systems and virtual interactions. This is where AI help create p ersonalised customer experiences. This approach not only improves customer satisfaction but also makes customers feel cared for and highly valued.

AI 52

AI Sentiment Analysis Customer Experience Artificial Intelligence 52

SurveySensum

NOVEMBER 11, 2021

Even though Qualtrics is a top-tier management solution that allows you to create and analyze customer and employee surveys, people still try to switch to different Qualtrics competitors. We will tell you why this is happening and introduce some of the best Qualtrics alternatives, along with their main features, pros, cons, and pricing. .

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

Retently

OCTOBER 23, 2024

This insight enables brands to develop a customer-centric strategy that enhances engagement and builds loyalty. Stores can use various types of surveys to collect experience data, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys. Was the shipping cost too high?

Retail 113

Retail CX NPS Touchpoint 113

Lumoa

DECEMBER 15, 2022

What is Voice of Customer Analytics? Voice of Customer Analytics (often abbreviated as VoC) is a process of understanding the needs, motivations, and challenges customers face in their encounters with your business. It allows you to identify gaps in customer satisfaction and take corrective actions.

VOC 88

VOC Social Media Close the Loop Customer Feedback 88

Lumoa

SEPTEMBER 30, 2022

Building a great experience is already the main focus of big data research for 65% of bank executives. Having a tool that allows you to measure consumer sentiment and other markers you use to track customer satisfaction can be a great way to stay on track. . The Biggest Hurdles with Digitalization and Personalization.

Customer Experience 88

Customer Experience Artificial Intelligence Outlook CX 88

Fonolo

MARCH 9, 2023

How to Create a Useful Customer Perception Survey 10. Get your whole company involved in reducing complaints Customer support and service is an ethos, not a department, and increasing customer satisfaction should be the responsibility of every company member. TIP: Software tools can help.

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

Retently

MARCH 26, 2024

Still, if the company behind it has a reputation for poor customer service or unresponsive support, you might think twice before committing to a purchase. However, if it is known for valuing customer feedback and going above and beyond to ensure customer satisfaction, you might prefer it even if its product is slightly more expensive.

Sentiment Analysis 78

Sentiment Analysis NPS Social Media CRM 78

CSAT.AI

FEBRUARY 6, 2019

There are many QA tools that exist, but what is the main objective in using them? As a creator of customer service teams, Ty Givens, Founder of The Workforce Pro, has this to say: “For me, a good QA process tells me the following: 1. Grab a cup of tea, coffee or liquid of choice and let’s talk quality assurance.

Legal 78

Legal Net Promoter Score Sentiment Analysis Compliance 78

Gainsight

AUGUST 22, 2021

By placing your product at the center of your growth strategy, your team can boost customer satisfaction, increase renewals, and lower acquisition costs. A product-led growth (PLG) strategy is a tactic that focuses on your product as the main growth driver. So, how can you anchor your PLG strategy in customer success ?

Sentiment Analysis 52

Sentiment Analysis Net Promoter Score Start-ups NPS 52

Hodusoft

AUGUST 29, 2024

Besides these two main types of AI, other popular AI systems include- Machine Learning (ML): A subset of AI, which uses algorithms that learn from existing data, or unsupervised learning. Sentiment Analysis: A process that uses NLP and ML technology to determine the emotional tone (negative, positive, or neutral) of a piece of text.

Contact Center 52

Contact Center AI Artificial Intelligence Compliance 52

Experience Investigators

MAY 7, 2024

To succeed with AI, we need to know just enough about what’s happening, how we can get the best results, and how to protect our customers’ trust. To help you start or fine-tune your AI strategy, let’s explore the main things customer experience leaders need to know about AI and its close companion generative AI.

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Experience 52

Retently

FEBRUARY 9, 2024

These invaluable insights can steer the course of your products/services to align closely with what truly matters to your customers. Moreover, customer satisfaction surveys can turn satisfied and loyal customers into advocates for your brand. This data can inform future strategies to enhance overall customer satisfaction.

Customer Feedback 96

Customer Feedback Net Promoter Score Customer Satisfaction NPS 96

Lumoa

MARCH 12, 2023

If you want to improve customer satisfaction, focusing on a platform that offers great personalization and real-time analytics might be best. Its top features include sentiment analysis, text and speech analytics, personalized insights, real-time feedback, and machine learning. Evaluate features.

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Just as a chef transforms raw ingredients into a gourmet meal, proper survey analysis can transform raw data into actionable insights that drive business growth.

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

CSAT.AI

AUGUST 29, 2018

It is the beast known as Customer Dissatisfaction. In the fight to conquer this beast there are two main types of battle stations: the Call Center and the Contact Center. When Customer Satisfaction is cultivated business is preserved on multiple fronts: More revenue and retention is likely from an existing customer than a new one.

Contact Center 52

Contact Center Customer Service Social Media Sentiment Analysis 52

Retently

APRIL 16, 2024

By providing a range of options, it captures varying degrees of opinion from: Strong agreement Agreement Neutral Disagreement Strong disagreement This can give you a much clearer picture of what your audience really thinks and feels, being beneficial for sentiment analysis.

Education 107

Education Start-ups Actionable Insights Sentiment Analysis 107

CSAT.AI

NOVEMBER 14, 2018

What is the main benefit your business is offering? Answers to these questions inform the best policy for your agents and your customer service strategy. We will be addressing the flip side in a future post Don’t Assume Your Customer Service Agent is an Idiot. This is an extreme example, but it brings up the question of brand.

Sentiment Analysis 52

Sentiment Analysis Social Media Start-ups Customer Service 52

Retently

JULY 3, 2024

Are you aiming to improve customer satisfaction, enhance employee engagement, or refine product development? Implementing Anonymous Feedback Tools When selecting an anonymous feedback tool, the first step is clearly defining your objectives. Understanding why you need the tool and what you hope to achieve with it is essential.

Legal 78

Legal Sentiment Analysis Actionable Insights Gaming 78

CSAT.AI

MARCH 20, 2019

Using speed as a main metric puts pressure on agents and leads to customer dissatisfaction about being rushed. ” “How Speed Kills in Customer Service” – Helprace. An example of metric valuation: instead of focusing on speed, focus on excellent service. Schedule a demo.

Customer Experience 52

Customer Experience Sentiment Analysis B2C Gaming 52

CSAT.AI

SEPTEMBER 10, 2019

A brand that makes cost saving for both their business and their customer the main driving factor may have a practical voice. The post With The History Of Lies In Customer Service, How Do You Build An Authentic Customer Relationship? It isn’t about right and wrong, healthy or unhealthy.

Customer Relationship 52

Customer Relationship Customer Service Sentiment Analysis Touchpoint 52

SurveySensum

FEBRUARY 11, 2022

Here are the main disadvantages of Medallia that make people look for better customer feedback tools. . As a leader in experience intelligence, InMoment helps you gain significant insights from customer feedback to help launch strategic business decisions. Survicate is mainly designed to gather customer insights.

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52