Elevate Zendesk Support with Conversational Analytics

Elevate Zendesk Support with Conversational Analytics

Traditionally, customer support data analysis focused on quantitative aspects, such as response times and ticket resolution rates. While those metrics are well established performance indicators, they fail to contextualize customer service ticket data. To that end, conversational support analytics adds a qualitative layer, deciphering the sentiment, intent, and contextual nuances embedded in customer conversations. If…

What is Personalized Customer Service?

What is Personalized Customer Service?

Making your customer service communication lines as easy, frictionless, and specifically targeted to individual members of your audience as possible is imperative in a world where a great deal of emphasis is placed on using digital technology and social media to provide elevated customer experiences.  Making a quantifiable impact on customers is facilitated by implementing…

Employee Story – Pauli

Employee Story – Pauli

My name is Pauli and I have been working at Surveypal as a frontend developer for about four years even though I have never received any official training or education in computer science. In fact, my field of expertise is officially in the world of classical music, more precisely composition, theory and history. I have…

Real-life Customer Experience Quotes from CX Professionals

Real-life Customer Experience Quotes from CX Professionals

In the dynamic landscape of business, customer experience (CX) has emerged as the cornerstone of success. Amidst the buzz of technological advancements and evolving consumer expectations, one constant remains: the significance of an exceptional customer journey. Businesses have come to realize that it’s not just about selling a product or service; it’s about delivering an…

How to Leverage Digital Twins to Improve Customer Service 

How to Leverage Digital Twins to Improve Customer Service 

In today’s hyper-connected world, customer service is no longer just a department within a company but a pivotal differentiator that can make or break a business. To stand out in a competitive market, companies must prioritize exceptional customer experiences. One technology that has emerged as a game-changer in this realm is the concept of digital…

What is the Voice of the Customer?

What is the Voice of the Customer?

Today, business success depends on the development of customer-centric experiences. To that end, Voice of the Customer data delivers insights on individual and segment motivations which can help you measure and manage the customer experience. What is the Voice of the Customer? The Voice of the Customer (VoC) refers to the collective insights, opinions, needs,…