Experience Investigators by 360Connext

DECEMBER 10, 2024

Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts. Prioritize the onboarding and new customer experience. Speak with new customers to understand what support they need and identify how you can improve their experience to make it better.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Kristina Evey

NOVEMBER 19, 2014

Last week, we found ourselves waiting a few minutes for our reserved table at the appointed time. I asked the hostess twice if she had an estimate of the wait time as we had tickets to a show later that evening. She very politely apologized for the wait and assured us we’d be seated shortly.

Customer Service 228

Customer Service Customer Retention Loyalty Wait Times 228

Calabrio

MARCH 25, 2025

Since the latest AI capabilities, which often incorporate large language models (LLMs), have a much more advanced understanding of language and context, they offer a far more sophisticated approach to analyzing the quality of each customer interaction than was previous.

Chatbots 130

Chatbots Contact Center Self Service Virtual Agent 130

GetFeedback

MAY 9, 2019

You can prove an increase in revenue through customer retention and sales optimization. . Customer retention: It’s easier to sell to existing customers than generating new business. And focusing on retaining existing customers is smart given that loyal customers spend 67% more than new ones.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Calabrio

MARCH 22, 2025

Workforce planners: These specialists forecast call volume and customer demand, and optimize agent scheduling to ensure adequate staffing levels and minimize customer wait times. They use data-driven insights to help balance operational efficiency with customer service needs.

Contact Center 130

Contact Center Management Strategy Call Center 130

TechSee

OCTOBER 2, 2019

Other industries faced with high churn rates due to poor customer service include retail/ecommerce (12%), healthcare-related products or services (12%), insurance (11%) and banking/financial services (11%). This underscores the fact that churn plagues all verticals and customer retention strategies are critical to almost every industry.

Survey 164

Survey Customer Service Social Media Telecommunications 164

Retently

MARCH 11, 2025

They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Comm100

APRIL 22, 2024

Chatbots can manage multiple interactions simultaneously, offering instant responses to customers 24/7, which drastically reduces wait times and improves customer satisfaction. Live chat systems provide a seamless communication channel for real-time customer interactions.

How To 173

How To Chatbots Omni-Channel Social Media 173

Experience Investigators by 360Connext

APRIL 23, 2024

Prioritizing the right CX management not only helps in retaining customers by improving their experiences, but also enhances the overall brand image and increases profitability. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. A high retention rate is what you should aim at since retaining customers costs less than acquiring them.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Calabrio

MARCH 25, 2025

Growing in tandem along with the latest AI innovations busy transforming the role and capabilities of the modern contact center, todays VoC tools play a key part in shaping the future of customer experience, marketing, and beyond. Examples include contact center performance data (call volume, wait times, etc.),

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

DECEMBER 13, 2024

Monitoring Real-Time Performance A dashboard provides live data on aspects like call availability and agent efficiency. This real-time data collection enables immediate improvements where necessary. It visualizes how certain metrics change over time to help teams make informed decisions. It improves customer experiences.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Comm100

MARCH 30, 2021

– Companies love omnichannel because it helps boost customer retention and lifetime value, improving the bottom line. (Oh, Automated messages can also be sent out to customers giving them an approximation of wait time so that they know to expect an answer shortly. Oh, and it’s free! ).

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

Comm100

DECEMBER 16, 2024

Intelligent routing AI algorithms analyze customer queries and match them to the most suitable agent or department based on expertise, urgency, and context. Ensures a seamless customer experience by connecting users to the right person quickly, reducing wait times and minimizing frustration.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

InMoment XI

NOVEMBER 20, 2023

Customer retention rates and customer service can be improved by using AI to actively listen for qualitative feedback and elicit more valuable responses. This personalization not only enhances customer satisfaction but also drives sales and fosters brand loyalty.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

BlueOcean

JANUARY 6, 2020

In fact, a NewVoiceMedia survey revealed that 43% of customers feel more connected to a brand when they are able to contact a company through any channel. Furthermore, customer retention rates are significantly higher for companies with a strong omnichannel approach. 2020 Trends in Omnichannel Customer Service.

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

Beyond Philosophy

NOVEMBER 11, 2014

When the Marriot Marquis in Times Square, NYC introduced a new $11m smart elevator system to deal with elevator long wait times they ended up totally confusing and frustrating people.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

rethinkCX

FEBRUARY 13, 2025

How AI Is Transforming Customer Support 1. AI-Powered Chatbots and Virtual Assistants Handle routine queries instantly, reducing wait times. Provide consistent, automated responses to common customer issues. Intelligent Call Routing Uses AI-driven algorithms to direct customers to the most qualified support agents.

Self Service 52

Self Service Multi-Channel First Call Resolution Chatbots 52

Comm100

MAY 19, 2020

Live chat allows you to give quick answers to questions about your products, solve problems faster, and assure your customers that you’re there when they need you. This is a simple, yet very effective, recipe for improving both customer service and loyalty. Discover Customer Pain Points.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

CSM Magazine

DECEMBER 2, 2024

Offering a variety of communication channels ensures you can meet customers where they are, whether through email, live chat, forums, or even social media. Why It Helps : Chat and ticketing systems minimize wait time, keeping gamers in the action. A presence on social platforms fosters transparency and community engagement.

Customer Service 52

Customer Service How To Chatbots Effort Score 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

Identify Business Outcomes Before presenting the business case for CX efforts, it is important to identify the specific business outcomes that will be impacted by improved customer experience. These outcomes can include increased customer retention, higher customer lifetime value, and improved brand reputation.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

CSM Magazine

OCTOBER 21, 2024

A well-trained, customer-focused team can significantly improve your customer retention rates and brand reputation. Use Technology to Streamline Support With the advent of advanced technologies like AI and automation, businesses now have the tools to enhance customer service processes.

Tips 52

Tips Customer Experience Social Media Customer Centricity 52

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. This shows the tangible, bottom-line benefits of listening to your customers. These should be specific, measurable, achievable, relevant, and time-bound (SMART).

Analysis 195

Analysis Survey Feedback How To 195

Comm100

MAY 4, 2023

Besides customer insights delivered in the moment, data collected from live chats can be used to monitor key support metrics such as wait times, chat durations, and customer satisfaction. To drive the acquisition of new customers, banks can even see conversion rates and how customers are influenced by unique offers.

Banking 130

Banking Customer Experience Multi-Channel Video 130

BirdEye

MARCH 6, 2025

From cutting costs to streamlining operations and improving customer retention , there are multiple reasons why they matter to businesses of all sizes. Heres how they can help: Reducing costs while boosting efficiency AI chatbots can cut customer service costs by up to 30%.

Chatbots 52

Chatbots Customer Engagement Engagement Marketing 52

ProProfs Chat

AUGUST 31, 2017

Defining clear and measurable objectives to achieve and measuring them at different points in time is indispensable for a good customer support strategy. 1) Average Wait Time. No one likes to wait – all the less when we could be doing something funnier. 3) Volume of Calls or Volume of Tickets.

Wait Times 98

Wait Times Effort Score Comparison Metrics 98

Horizon CX

FEBRUARY 7, 2024

In a hyper-competitive market where customer loyalty is paramount, alienating customers with overly automated CX strategies can have long-lasting consequences for brand reputation and customer retention. As technology continues to advance, customer expectations for seamless, omnichannel experiences are on the rise.

Self Service 130

Self Service Loyalty Customer Service Representative Omni-Channel 130

Lumoa

JUNE 14, 2023

Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch. But the damage doesn’t stop there.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Happy or Not

APRIL 1, 2025

However, without a proper customer feedback strategy, companies risk missing out on valuable feedback that could help them refine their customer engagement techniques and improve customer loyalty strategies. However, many companies focus too much on addressing customer pain points while neglecting what they are doing well.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

Comm100

JUNE 1, 2022

In competitive industries, customer satisfaction can significantly impact business. Where organizations aren’t doing enough to differentiate their service from competitors, lower CSAT can lead to: Lower sales Poor customer retention and loyalty Bad worth of mouth. With live chat, agents can handle multiple chats simultaneously.

Software 130

Software Multi-Channel Chatbots B2C 130

InMoment XI

SEPTEMBER 12, 2024

It’s important to keep track of how many customers leave and why they leave so that you can make the right adjustments for future customers and hopefully improve customer retention. That’s why businesses need to keep track of customer churn, which is the metric used to measure how well you are retaining customers.

Analysis 195

Analysis Social Media Customers Measurement 195

ProProfs Chat

DECEMBER 12, 2019

When a business strives to improve help desk performance by incorporating various help desk tips and tricks, it creates scope for increased sales, high customer satisfaction , and enhanced customer retention. This can help reduce the response/wait times, thereby making your customers happy.

Self Service 95

Self Service Customer Service Representative Wait Times Multi-Channel 95

ShepHyken

APRIL 5, 2022

Customer retention provides exponentially increasing returns for your business. However, some companies can have high retention but low satisfaction. Your customers may come back because your products are affordable until another company that offers lower prices comes along.

Wait Times 70

Wait Times Customer Satisfaction ROI Customer Retention 70

DCX

DECEMBER 31, 2024

A smoother experience today means loyal customers tomorrow—but that payoff doesn’t show up overnight. Everyone Wants Credit Let’s say customer retention goes up. Good Story Example: Before: Customers waited on hold for 20 minutes, leading to frustration and churn. The problem?

ROI 52

ROI Self Service Leadership Metrics 52

Solvvy

AUGUST 17, 2022

Furthermore, chatbots may be able to answer simple questions or point customers in the right direction to find the answers they need. When a handoff to a customer support rep is necessary, the chatbot can collect information that saves time when human interaction begins. Customer Retention Rate.

Net Promoter Score 102

Net Promoter Score Measurement Effort Score Chatbots 102

Kayako

MARCH 14, 2022

The good thing about data is it tells us what customers don’t like. We know that customers hate to wait. We understand that a backlog of tickets in our channels will increase wait times. It is much more expensive to acquire customers, and existing customers represent a significant source of future revenue.

Net Promoter Score 156

Net Promoter Score Company Customer Service Social Media 156

Customer Guru

JUNE 19, 2018

However, having said that, I believe it was, in part, a fault from the manager’s end for reporting on two customers, who were just waiting for another person to join them. All this for a waiting time of a paltry two minutes! These unfortunate situations cost Starbucks losses worth millions of dollars.

Policies 89

Policies Video Poor Customer Service Customer Retention 89