Customer service metrics and data

Customer conversations are a gold mine for key insights, but how do you know what to look for? Find out how to capture, process, and iterate on customer data, so you can build the modern experiences your customers have come to expect.

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SMBs can do more with less during times of change

Few have felt the impacts of COVID-19 more than small businesses. But there are opportunities to build a CX response that punches above your weight.

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How to calculate your customer retention rate Article

How to calculate your customer retention rate

Churn rate can be a key metric to guide and improve a company's customer retention strategy and figure out its customer retention rate

How to navigate the lasting impacts of COVID-19 on customer support Article

How to navigate the lasting impacts of COVID-19 on customer support

Forget what you think you know about customer support, for now. In just a few short…

Benchmark Snapshot: Tracking the impacts of COVID-19 on CX Article

Benchmark Snapshot: Tracking the impacts of COVID-19 on CX

Customer requests are increasingly prone to volatility, putting pressure on support teams as ticket volume fluctuates during the COVID-19 outbreak

Refitting retail service and support White Paper

Refitting retail service and support

Customers expect fast, personal support from retailers. They want to connect with companies on their own…

Customer churn rate Article

Customer churn rate

When evaluated alongside a company’s other key metrics, a company’s churn rate is a powerful way to assess what a business is doing well, and where it needs to improve

Tips for boosting your average email open rate Article

Tips for boosting your average email open rate

Email marketing is a powerful way to connect with customers. Boosting your average email open rate plays a huge part in its success

Customer service trends in media and entertainment White Paper

Customer service trends in media and entertainment

Customer trust and loyalty is hard-won and easily lost. As media and entertainment companies continue to…

4 customer engagement metrics and how to measure them Article

4 customer engagement metrics and how to measure them

The customer engagement metrics you track will depend on the goal of the campaign, meaning what actions you want the user to take