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? Social Media You might be wondering why social media is on the list. Social media is a powerful tool when it comes to customer experience.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Lumoa

MARCH 20, 2018

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? social media You might be wondering why social media is on the list. Social media is a powerful tool when it comes to customer experience.

Net Promoter Score 107

Net Promoter Score Customer Experience B2C CEM 107

Zendesk

FEBRUARY 10, 2022

There are three main factors that make up experience optimization: Web experience optimization: using quantitative and qualitative data collection tools (like Google Analytics and customer surveys) to determine how your website or app can be improved upon. In short, it’s adopting a customer-centric mentality.

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

Confirmit

JUNE 6, 2018

It is tightly integrated with Confirmit Horizons, our comprehensive, multichannel Voice of the Customer (VoC), Voice of the Employee (VoE), and Market Research platform, so you can easily combine structured data from surveys with the depth of insight and unprecedented level of detail available only in open-ended feedback.

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

Lumoa

FEBRUARY 16, 2023

With an omnichannel approach, you’ll gather feedback from the following: Online surveys In-App surveys/rating request Chatbots Customer interviews Your Net Promoter Score Online product reviews Social Media mentions and DMs You’ll gain deeper insights into a customer’s behavior and preferences by collecting their direct feedback.

VOC 88

VOC Unstructured Data Customer Feedback Net Promoter Score 88

Taylor Reach Group

SEPTEMBER 29, 2020

A cloud communication platform should be an all-in-one, omni-channel solution that provides phone, email, ticketing, and chat with a dash of social media and mobile app integration thrown in. Data is useless unless you use it and there are so many companies today collecting boatloads of unused customer information.

Contact Center 85

Contact Center Artificial Intelligence CRM Net Promoter Score 85

DMG Consulting

FEBRUARY 25, 2019

The main obstacle to progress for traditional quality management (QM) is that few companies can afford the resources to properly staff a traditional QM function. They can mine customer interactions from all channels, including social media, to capture the voice of the customer (VoC) firsthand. QM: From Antiquated to Automated.

AI 48

AI Text Analytics Machine Learning Predictive Analytics 48