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For the past months, the Surveypal team dedicated substantial effort to meet and exceed customer expectations while strengthening our approach to information security management. The results of our hard work materialized in February 2024 when we successfully completed our ISO 27001:2022 certification audit. ISO 27001 is among the most widely recognized and internationally accepted information…

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…

In the dynamic world of customer experience, the Net Promoter@ Score (NPS) has been unraveling the intricacies of customer sentiment and loyalty for the past twenty years. As we celebrate this milestone, we’ll explore the origins of NPS, its benefits as a growth catalyst, and its resilience amid challenges. Join us on the NPS anniversary…

Conversational analytics is an innovative approach that leverages advanced technologies to analyze and derive insights from customer conversations. By tapping into the vast amount of data generated through various customer communication channels, you can deeply understand your customers’ needs, preferences, and pain points. This article explores the intricacies of conversational analytics, including its working mechanisms,…

Have you ever felt overwhelmed by the sheer volume of data in Zendesk, unsure of what to make of it? You’re not alone.  In most software platforms, data is analyzed through various views, such as brand, contact reason, channel, team, or agent, especially in the case of Zendesk. While these views provide insights, they often…

How do your customers feel when they engage with your brand? This is an important question to answer because customers rely on their emotions (how they feel) or can be influenced by the emotions of others when deciding on a product or service. Figuring out what your customers feel when they engage with your brand…

Wouldn’t it be great if you were able to automatically analyze all your Zendesk tickets to gain actionable insights? Customer service interactions produce a goldmine of data that can be used in many ways to improve support performance and the customer experience. Most of us, however, do not have enough time or resources to comb…

Hey there customer service pro! If you have landed on this page, I’m guessing you’re in need of some comic relief – after all customer care is challenging and we all deserve to take a break and have a laugh every once in a while. With that in mind, I scoured the worldwide web to…