Customer Service Blog

Time is money, they say, and when it comes to customer service that old aphorism couldn’t be truer. If you want to get the…

Agent attrition refers to how often customer support agents leave a firm. According to a NICE survey of 400 U.S. and UK contact centers,…

The contact center is the beating heart of any great business. It’s the human touch of contact your customers have with your company. Their…

Exceptional customer service management in today’s fast-paced business environment makes for a competitive advantage. For customer service leaders who look to empower team members,…

The digital era has created new standards for businesses and customers alike and the latest customer service trends are the biggest telltale. On one…

Customer Service Leaders work in a high pace environment. They need to make quick decisions regarding people, processes, technology, and work cross-functionally with other…

Do you know what your customers (really) think about your business? Or do you just think you know? Having a ‘pretty good idea’ or…

Best-practices and future predictions Customer experience is a tough game. What you do or don’t do, affects it. However, it is also an opportunity to stand out. More…

Agent satisfaction in customer support is affected by many drivers that are common in many sectors, such as workplace culture, team spirit, and the…

A survey invitation can have a significant impact on the impression you make with your clients when you start a feedback conversation with them. It is a well-kept secret that a good…

Let’s say one of your customer care agents just delivered excellent service to an end customer and gets a raving review on a post-interaction customer NPS survey.   “That one’s in the bag;…

The disparity between the experience a business delivers versus the experience its customers expect is commonly referred to as the “experience gap”. To attract…

Take a moment and think how much of your time you spend interacting with companies – whether working for them or spending money on…

Ever considered how helpful it would be to predefine the format in which your survey respondents reply to an open-ended question? Validating open-ended input…

How do you ensure your surveys are GDPR adherent? GDPR (General Data Protection Regulation) officially came into force on May 25th, 2018, and redefined…

While customer service is a competitive advantage, unsatisfactory support is one of the main reasons why customers abandon companies. As consumer expectations, propelled by…

We’ve all heard it: surveys are boring. It’s safe to assume that if you are reading this article you’ve also heard this: listening to…

If you are using Secure File Transfer Protocol (SFTP) to facilitate data access and transfer between Surveypal and other services, you are in luck….

According to research, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. The vital role…

Surveypal users can now enable Single Sign On (SSO) to securely and easily log into their accounts. If you’re anything like us, you’re probably also…

Ever considered using answer image options to boost your survey response rates? A successful customer feedback strategy is the backbone of the customer experience….

Many customer experience professionals argue that a solid survey introduction is key when creating a survey. This holds true not only because a successful survey intro…

In business settings, customer retention is one of those terms that never goes out of style. Research shows that a 5% increase in customer retention can increase…

Does your survey reflect your brand? In a time when effective marketing and branding have the power to differentiate you from your competitors and…

Are you using quality assurance to improve your customer service? As you exit the startup phase and start scaling your business, customer service interactions…

Key account management or KAM is not a new concept; it was first introduced in the 1970s and is more relevant than ever in…

More and more organizations are using surveys as a tool to gather information from customers, employees, partners, and other stakeholders with the intention to…

The Customer Effort Score is one of the most popular single-question customer metrics, alongside the traditional Customer Satisfaction measure and the NPS. Experts suggest adopting a multi-dimensional approach to…

Everybody is talking about the importance of customer feedback, and rightfully so. We know by now, that there is value in feedback as it…

Recent research suggests that acquiring a new customer is 5 times more expensive than reselling an existing customer. So, are your customers happy? Will they buy…

Yes, product quality matters. Yes, a competitive price will get you far. But, the data has spoken. According to Walker, by 2020, the customer…

Over the last months, we’ve been hard at work preparing for the General Data Protection Regulation, most commonly known as the GDPR. GDPR will be officially enforced…

If you are reading this, I’m sure you are aware that Zendesk built into their customer support ticketing system a cloud-based call center software, Zendesk…

The General Data Protection Regulation (GDPR) comes into play in the European Union in May 2018 and it fundamentally impacts the way organizations manage personal data…

At Surveypal, customer trust is at the core of everything we do. During the past years, we have been working tirelessly to ensure data…

The term Customer Relationship Management is very popular in business settings, and for a good reason. Ultimately, Customer Relationship Management, or CRM, improves the…

Customer feedback data has no place in an Excel sheet; it belongs in Salesforce. With this in mind, we are thrilled to introduce our…

Over the course of the past few years, technological advancements in the fields of business intelligence, artificial intelligence, and messaging platforms have propelled chatbots…

Your relationship with your customers is nothing more than a series of interactions along the end-to-end customer journey. Therefore, the success of your business…

SAN FRANCISCO, CA – January 3, 2017 – Surveypal Inc. announces the launch of its secure enterprise survey platform in Canada, designed for Canadian Government…

Surveys are a valuable tool that generates actionable insights for any business. That is if utilized correctly. It doesn’t take a guru to create…

Why is everybody so obsessed with the Net Promoter Score? Well, mainly because the NPS is an excellent indicator of growth and loyalty. A…

Survey questions are the building blocks of customer feedback surveys which organisations to gather valuable insights from their customers. Feedback is crucial not only…