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Superagent: The New Breed of Customer Service Representatives
Contact centers are undergoing a renaissance. The seismic rise and shifts in customer expectation means companies are now drilling down on experience (rather than…
Your Guide to Average Handle Time
The Average Handle Time is a critical metric in the contact center industry that measures the average time it takes for an agent to…
Customer Service Analytics Explained
Every day we generate 2.5 quintillion bytes of data, as recorded in 2020. Businesses use social media, algorithms, and other tools to organize their…
Agent Performance Metrics
Many businesses suffer dwindling patronage because their contact centers do not provide high-quality services. Interestingly, call centers with poor service have something in common…
Everything you Need to Know About Customer Service SLAs
Service level agreements (SLAs) define the support standards a customer can expect from your company while helping your teams know what they need to…
The Real Cost of Poor Customer Service
Poor customer service has a devastating impact on your company’s bottom line. The cost of bad customer service is significantly more than just lost…
What to Look for When Choosing a Zendesk Implementation Partner
Careful consideration has likely gone into choosing Zendesk as your customer support software. Now you cannot wait to benefit from all the advantages of…
Customer Retention or How to Hold on to Your Customers
In business settings, customer retention is one of those terms that never goes out of style. Research shows that a 5% increase in customer retention can increase…
10 Steps to Improving Customer Service Productivity
What is productivity in customer service? Why is it critical for your company? How can you measure customer service productivity, and what can you…
Customer Service: From Money Pit to Profit Center
Until recently, customer service was a less pronounced aspect of business, and not much thought was put into making it a value-add. The thinking…
What’s Your Customer Effort Score?
Even if you’ve been living in a cave, you must’ve probably had to interact with a brand, whether to make an inquiry, a purchase,…
The Importance of Customer Satisfaction
Yes, product quality matters. Yes, a competitive price will get you far. But, the data has spoken. Data shows that 66% of consumers care…
What’s your Net Promoter Score?
Quantifiable metrics allow you and your team to measure and compare the effectiveness of almost everything in your business. By measuring how customers respond…
The Benefits of Improving First Contact Resolution Rates
What is First Contact Resolution? First Contact Resolution (FCR) measures your ability to resolve a customer’s issue the first time they get in touch…
How to Harness the Power of Customer Self-Service
In a recent study, business professionals said that their number one priority for the next five years is the customer experience. Adding to this,…
The 12 Best Customer Service Software Platforms for 2023
Customer service software is crucial to providing your customers with an exceptional customer service experience, which helps to facilitate business success. According to Financeonline,…
Your Guide to Choosing Customer Service Software
Effective customer service is key to the survival and growth of any business. But how do you choose the right customer service software for…
Omnichannel Customer Service and How to Deliver it
Omnichannel support has become the gold standard for success in the customer service world. Luckily, in terms of technology it’s never been easier to…
6 Reasons Why You Need a Knowledge Base
The on-demand culture is the in-thing. Everywhere you look, the shift in customer behavior towards immediacy resulting from the ease of access the digital…
How to Align Customer Service Strategy with Business Goals
When you strive to align customer service strategy with business goals you end up maximizing Customer Success. Customer success refers to the efforts a…
Customer Service Agent Onboarding Checklist
The traditional method of hiring new customer service agents, giving them a few days of basic training, and then unleashing them onto the contact…
How to Scale Customer Support Like a Pro
Every company needs to grow and adapt if it is to survive and prosper. As you grow, it is imperative to scale your support…
How to Determine the Right Customer Service Structure
The size and structure of your team significantly impacts the efficiency and effectiveness of customer service. Support needs vary greatly depending on industry, business…
A Guide to the Most Important Customer Service Skills
The ability to provide excellent customer service is one of the most important aspects of any business and something all employees should learn. Some…
4 Reasons Why you Need Time Tracking in Zendesk
Time is money, they say, and when it comes to customer service that old aphorism couldn’t be truer. If you want to get the…
Agent Attrition Rates and How to Keep Them at Bay
Agent attrition refers to how often customer support agents leave a firm. According to a NICE survey of 400 U.S. and UK contact centers,…
How to Determine Which Customer Service Channels to Focus On
The proliferation of multiple customer service channels has increased customers’ expectations in their interactions with brands. Businesses strive to meet these expectations to maintain…
Tried and tested strategies to reduce customer service costs
High levels of service quality and improving the customer experience result in more loyal customers, higher turnover, and better profits. But customer care professionals…
Agent Engagement: How to Motivate and Retain Top Talent
The contact center is the beating heart of any great business. It’s the human touch of contact your customers have with your company. Their…
AI in Customer Service: Yay or yay?
If you’re in business, you probably know that the quality of customer support is directly tied to customer satisfaction and loyalty. And for any…
How to Measure Customer Service Performance
“I won’t complain. I just won’t come back.” That’s the thought ping-ponging through the minds of unsatisfied customers. Conversely, 9 out of 10 customers…
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,…
Customer Service Trends for 2022
The digital era has created new standards for businesses and customers alike and the latest customer service trends are the biggest telltale. On one…
6 tips for overcoming high ticket volumes in customer service
Customer Service Leaders work in a high pace environment. They need to make quick decisions regarding people, processes, technology, and work cross-functionally with other…
Quit guessing – start asking: Customer feedback closes the perception gap
Do you know what your customers (really) think about your business? Or do you just think you know? Having a ‘pretty good idea’ or…
How to deliver superior live chat support
Best-practices and future predictions Customer experience is a tough game. What you do or don’t do, affects it. However, it is also an opportunity to stand out. More…
What drivers affect customer service agent (dis)satisfaction?
Agent satisfaction in customer support is affected by many drivers that are common in many sectors, such as workplace culture, team spirit, and the…
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…
The Promoter Booster: How to get your NPS® promoters to give you more
Let’s say one of your customer care agents just delivered excellent service to an end customer and gets a raving review on a post-interaction customer NPS survey. “That one’s in the bag;…
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”. To attract…
A guide to experience management
Take a moment and think how much of your time you spend interacting with companies – whether working for them or spending money on…
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…
Adhering to your GDPR responsibilities for surveys
How do you ensure your surveys are GDPR adherent? GDPR (General Data Protection Regulation) officially came into force on May 25th, 2018, and redefined…
Using Feedback to Boost Customer Service Leadership
While customer service is a competitive advantage, unsatisfactory support is one of the main reasons why customers abandon companies. As consumer expectations, propelled by…
Are dynamic surveys the future?
We’ve all heard it: surveys are boring. It’s safe to assume that if you are reading this article you’ve also heard this: listening to…
Surveypal’s (S)FTP integration just got even better
If you are using Secure File Transfer Protocol (SFTP) to facilitate data access and transfer between Surveypal and other services, you are in luck….
Customer Service KPIs – The last guide you’ll need
According to research, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. The vital role…
Secure access to Surveypal with Single Sign On (SSO)
Surveypal users can now enable Single Sign On (SSO) to securely and easily log into their accounts. If you’re anything like us, you’re probably also…
Engage your survey respondents with image answer options
Ever considered using answer image options to boost your survey response rates? A successful customer feedback strategy is the backbone of the customer experience….
Survey Introductions: Do’s & Don’ts
Many customer experience professionals argue that a solid survey introduction is key when creating a survey. This holds true not only because a successful survey intro…
Customizing your survey to reflect your brand
Does your survey reflect your brand? In a time when effective marketing and branding have the power to differentiate you from your competitors and…
Using feedback to supercharge customer service QA
Are you using quality assurance to improve your customer service? As you exit the startup phase and start scaling your business, customer service interactions…
Supercharge key account management with customer feedback
Key account management or KAM is not a new concept; it was first introduced in the 1970s and is more relevant than ever in…
5 tips to improve survey response rates
More and more organizations are using surveys as a tool to gather information from customers, employees, partners, and other stakeholders with the intention to…
6 tips to create a successful customer feedback process
Everybody is talking about the importance of customer feedback, and rightfully so. We know by now, that there is value in feedback as it…
Surveypal is GDPR compliant
Over the last months, we’ve been hard at work preparing for the General Data Protection Regulation, most commonly known as the GDPR. GDPR will be officially enforced…
Now we’re talking! SMS customer satisfaction surveys for Zendesk Talk
If you are reading this, I’m sure you are aware that Zendesk built into their customer support ticketing system a cloud-based call center software, Zendesk…
7 tips to ensure GDPR compliant surveys
The General Data Protection Regulation (GDPR) comes into play in the European Union in May 2018 and it fundamentally impacts the way organizations manage personal data…
How Surveypal is ensuring GDPR compliance
At Surveypal, customer trust is at the core of everything we do. During the past years, we have been working tirelessly to ensure data…
The impact of Customer Relationship Management
The term Customer Relationship Management is very popular in business settings, and for a good reason. Ultimately, Customer Relationship Management, or CRM, improves the…
Surveypal for Salesforce: Integrated surveys for better customer experience
Customer feedback data has no place in an Excel sheet; it belongs in Salesforce. With this in mind, we are thrilled to introduce our…
Chatbots as customer service facilitators
Over the course of the past few years, technological advancements in the fields of business intelligence, artificial intelligence, and messaging platforms have propelled chatbots…
A Zendesk survey integration: Closing the feedback loop
Your relationship with your customers is nothing more than a series of interactions along the end-to-end customer journey. Therefore, the success of your business…
5 tips to get the most out of online surveys
Surveys are a valuable tool that generates actionable insights for any business. That is if utilized correctly. It doesn’t take a guru to create…
The 6 most important types of survey questions
Survey questions are the building blocks of customer feedback surveys which organisations to gather valuable insights from their customers. Feedback is crucial not only…
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