Day: March 12, 2021

What’s the best way to track how well we perform in customer service? Customer service metrics are valuable, but which ones do we rely on to effectively measure our success and guarantee that we’re making smart business decisions? What customer support metrics make a difference when it comes to ensuring customer satisfaction? Top three types of customer service metrics: Customer relationship metrics Agent performance and efficiency metrics Team performance and efficiency metrics You can learn all about them in Customer Service Metrics That Matter, our guide to getting the most out of your customer service metrics. How to measure customer service metrics A quick,...

Customer behaviour analytics refers to data sourced from the various touchpoints of customer relationships. Now, more than ever, the customer journey is complicated. Attempting to map out a customer’s journey might feel like a disjointed scavenger hunt. Of course, it doesn’t have to be. A modern customer behaviour analytic strategy should keep you on top of the big data that informs your support strategy, product roadmap, marketing campaigns and sales efforts. Here are 3 kinds of relevant behavioral analytics to look out for, and why they’re important for your business. Customer experience analytics Customer experience analytics can be harnessed...