In hospitality, customer satisfaction starts with guest feedback. Hoteliers need to continuously assess and proactively address guest expectations. In this scenario, traditional feedback tools are very limited. Artificial Intelligence (AI) is here to change this game. AI is reshaping how hotels collect, analyze, and act on guest feedback. Instead of periodic satisfaction surveys, AI technologies…
I was reminded of the importance of the customer experience while watching this video of Steve Jobs at Apple’s Worldwide Developers Conference in 1997. In the video, Jobs appears to be responding to an attack but is actually doing something much more interesting. He thinks carefully and makes a critical philosophical point about his –…
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…
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 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 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…
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