Surveypal is now ISO 27001 certified!

Surveypal is now ISO 27001 certified!

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…

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…

Conversational Analytics – Benefits and Use Cases

Conversational Analytics – Benefits and Use Cases

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,…

How ‘Conversations’ Enhances Zendesk Metrics for Better Customer Insights

How ‘Conversations’ Enhances Zendesk Metrics for Better Customer Insights

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…

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…