Customer Experience Blog
Out-of-this-world tips and insights on how to improve customer experience.
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4 Proven Strategies to Advance Customer Experience in Ecommerce
Discover the secrets to mastering ecommerce customer experience. These are 4 proven strategies you can try today.
Voice of the Customer Metrics: A Guide to Success
A Voice of the Customer (VoC) program allows your company to gather, analyze, and respond to customer feedback across various channels to improve the customer…
Why striving for customer-centricity might not be for you
Last week I wrote a blog post about “The blueprint for building a customer-centric organization”. This got so much internal and external feedback, that…
Steve Jobs said it best, start with the Customer Experience
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…
The Blueprint for Building a Customer-Centric Organization
In an era where consumer expectations are at an all-time high, the question isn’t whether delivering exceptional customer experiences (CX) is essential. It’s how…
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…
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…
Happy 20th Birthday Net Promoter® Score
In the dynamic world of customer experience, the Net Promoter@ Score (NPS) has been unraveling the intricacies of customer sentiment and loyalty for the…
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…
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…
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…
Customer Sentiment Analysis: Everything you Need to Know
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 to Elevate Zendesk with Text Analytics
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…
6 Ways AI is Transforming Customer Experience According to Experts
Businesses are continually seeking innovative ways to enhance customer experiences. One of the most significant game-changers in this quest is Artificial Intelligence (AI). As…
Funniest Customer Service Memes of 2023
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…
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…
Support Spotlight: Kiki Chocklett
In this insightful interview, we dive deep into the world of customer experience transformation with the exceptional CX specialist, Kiki Chocklett. Kiki’s journey from…
How to Leverage Digital Twins to Improve Customer Service
In today’s hyper-connected world, customer service is no longer just a department within a company but a pivotal differentiator that can make or break…
What is the Voice of the Customer?
Today, business success depends on the development of customer-centric experiences. To that end, Voice of the Customer data delivers insights on individual and segment…
The Top 5 Customer Experience Challenges
Customer experience professionals face a myriad of challenges when striving to deliver exceptional experiences that meet ever-evolving customer expectations. From breaking organizational silos to…
Demystifying Customer Service: Two Black Boxes that Need Unpacking
Customer service can often seem like a ‘black box’—a complex, intricate part of your business that demands a deep dive to understand. It’s not…
Harnessing the power of every customer voice with Surveypal
As digital technologies transform the world we live in, personal interactions with customers are becoming increasingly rare. This makes it all the more critical…
Support Spotlight: Nate Brown
What can Gandalf and Pepper Potts teach us about customer experience? In this insightful interview with Nate Brown, co-founder of CX Accelerator and a…
Support Spotlight: Taylor Cannon
The logistics industry is renowned for its fast-paced and complex operations and can provide valuable lessons and best practices for delivering exceptional customer experiences…
Support Spotlight: Andrea Penta
Andrea Penta’s journey from community organizer to Quality Program Lead at FCP Euro has provided her with unique insights and a passion for enhancing…
Agent Self-Evaluation Through Customer Feedback
Agent self-evaluation enables customer care representatives to review their own performance. In the process of reflecting upon personal performance goals, customer feedback can be…
Support Spotlight: Sandip Gupta
What’s the secret to creating frictionless and delightful customer experiences? In this interview with Sandip Gupta, a self-proclaimed “Accidental Customer Experience Professional,” he shares…
Support Spotlight: Tarja Lähdemäki
In the ever-evolving landscape of the B2B market, customer retention is a paramount challenge for businesses striving to maintain a competitive edge. Enter Tarja…
Service Desk Basics: Cost Per Ticket
Cost per ticket (CPC) is an often overlooked but crucial factor when evaluating contact center performance. It measures the total cost of resolving each…
Support Spotlight: Sally Mildren
How can customer experience leaders justify their investments and drive meaningful change within organizations? In this interview, we had the pleasure of speaking with…
How to Use ChatGPT to Improve Customer Service
In today’s competitive business landscape, delivering exceptional customer service is the key to success. 96% of consumers consider customer service an essential factor when…
Support Spotlight: Pankaj Jaiswal
In this interesting discussion, CoinSwitch’s contact center manager, Pankaj Jaiswal, shared his journey and learnings from his 10 years of experience in customer support…
Support Spotlight: Melanie Diamond
Discover the story of Melanie Diamond, the Voice of the Customer Manager at Remote.com. Melanie’s expertise and innovative approach have been instrumental in shaping…
The Benefits of Text Analysis for Support Teams
Customer support is integral to business success. Customers expect elevated experiences when interacting with a brand, so they readily do business and even recommend…
The Fundamentals of Customer Service Coaching
Customer service coaching programs include exercises to improve soft skills like active listening, communication, problem-solving, etc. Implementing effective coaching and training involves identifying goals,…
Support Spotlight: Sarita Besada
In this interview with Sarita Besada, CX Director at leading proptech QuintoAndar, we discussed the skills CX professionals need to succeed and how CX…
Support Spotlight: Reagan Helms
We chatted with Planning Center’s Director of Customer Experience, Reagan Helms, about the evolving customer support landscape and the growing need for crafting roles…
Ethics in Customer Service
Mutual respect and care are important values to many people. Customer Service settings are no exception for this. Though it is difficult to find,…
An Anthropologist in Customer Service
As an anthropology student, the question I fear the most, right after “What is anthropology?”, is the question about my future career. I get…
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 – it shows that 66% of consumers…
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
First Contact Resolution is one of the most commonly measured support metrics, and for good reason. The percentage of customer inquiries resolved at the…
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 2024
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…
Customer Service Trends for 2024
The digital era has created new standards for businesses and customers alike and the latest customer service trends are the biggest telltale. On one…
How to Decrease Customer Service Ticket Volume
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…
How 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 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…
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…
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…
Dynamic Surveys are Here to Stay
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…
Customer Service KPIs – The Last Guide You’ll Ever 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…
How to Increase Survey Response Rates 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…
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 CSAT 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) was implemented in the European Union in May 2018 and continues to significantly influence how organizations handle personal…
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…
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…
5 Tips to Get the Most out of Customer Feedback 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…