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.
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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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
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…
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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
White Paper Refitting retail service and support
Customers expect fast, personal support from retailers. They want to connect with companies on their own…
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
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
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…
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