ABC of data-driven customer service management

ABC of data-driven customer service management

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, develop operations, and impact their bottom line, the data-driven approach to managing support is a one-way street.   The strategic importance of customer support means that there is a plethora of metrics…

Engaging survey intros for any Customer Service channel

Engaging survey intros for any Customer Service channel

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 survey invitation will drive better opening and response rates compared to the actual content of the survey itself. It’s simple: Better intro, better results!   Remember not to overestimate your customer when it comes to providing feedback. They…

Customer Service trends 2021

Customer Service trends 2021

The digital era has created new standards for businesses and customers alike. While brands navigate their way towards customer centricity, the consumer has become more empowered and as a result, has higher expectations. In this context, it only makes sense to offer your clientele the service they expect, on the channel they prefer, and whenever…

Bridging the gap between operational and experience data

Bridging the gap between operational and experience data

The disparity between the experience a business delivers versus the experience its customers expect is commonly referred to as the “experience gap”. In order to attract and retain customers, companies around the globe are racing to close the gap by connecting experience data with operational data What is operational data? Operational data (o-data) are used…

How LocalTapiola is standing out with its customer experience

How LocalTapiola is standing out with its customer experience

LocalTapiola, one of the biggest insurance companies in Finland, is committed to offering a comprehensive and proactive service by focusing on the customer experience.   In order to deliver an elevated CX, LocalTapiola wanted to start measuring and developing its client experience by setting in motion an action plan that involved new partners, operating models, and…

Validate open-ended input in your survey questions with RegEx

Validate open-ended input in your survey questions with RegEx

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 in your Surveypal surveys can be done using RegEx.  What is RegEx or Regular Expression?   A RegEX is a text pattern formed by a sequence of characters. Regular Expression is used to check if the input matches a…

Adhering to your GDPR responsibilities for surveys

Adhering to your GDPR responsibilities for surveys

GDPR (General Data Protection Regulation) officially came into force on May 25th, 2018, and redefined how organizations deal with data integrity. As a result, if you’re collecting, handling, and/or processing personal data of EU subjects, you need to ensure you take GDPR into account and comply with its provisions. At Surveypal, we have taken extensive…

How CivicInfo, BC is safeguarding data privacy with Canadian-hosted surveys

How CivicInfo, BC is safeguarding data privacy with Canadian-hosted surveys

CivicInfo BC is a government information hub in British Columbia, Canada. The incorporated, not-for-profit society functions as a data aggregator providing online information services to local governments in the province. In its role as a municipal information agency, CivicInfo is committed to prioritizing data protection and privacy, especially in relation to online practices. This is…

How Pakettipiste is reshaping the parcel locker delivery experience

How Pakettipiste is reshaping the parcel locker delivery experience

In October 2018, Pakettipiste launched its parcel locker network by setting up its first locker station in Helsinki, Finland. By the end of 2019, the parcel logistics service had already delivered its one-millionth parcel. In 2020, Pakettipiste is looking to double the number of their parcel lockers and provide even better delivery and return experience for their customers. Measure, manage, repeat  The rate at which e-commerce is growing has opened new…