Net promoter score (NPS) – the gold standard of customer experience metrics NPS is a customer loyalty and satisfaction measurement taken from asking customers how likely they are to recommend your product or service to others on a scale of 0-10. You measure loyalty and customer satisfaction of a business. It is measured on a […]
To succeed with customer service on social media you need more than just dedicated customer support agents. It is also crucial with a smart inbox that unifies requests from the various channels.
Today, most companies offer phone and email support, but the second generation of customer support, namely, live chat and social media, also has a fast-growing user base. Research suggests that over the course of 2016 and 2017, customer service interactions through channels such as phone and email dropped by 7 % in the US. The […]