e-support Handbook Roadmap 
Thematic
FEBRUARY 24, 2025
Live chat and support interactions – Collect real-time feedback from customer service exchanges. These methods, combined with AI-powered survey tools, help businesses extract meaningful insights from open-ended responses, online reviews, and customer support interactions. Just look at the case of DoorDash.
Thematic
MARCH 30, 2025
That means gathering customer data from a range of sources—surveys, CRM systems, support tickets, social media, product usage, and more. So, if your NPS is flat, but customer effort scores are dropping, that signals a friction point in your journey—maybe users are finding it harder to reach support or complete a task.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Thematic
MARCH 20, 2025
By analyzing support tickets, emails, and chat logs, it uncovers common issues, tracks sentiment, and speeds up response times. One of the biggest challenges in customer support is prioritizing urgent issues. How It Works: AI text analytics scans support tickets, emails, and chat messages in real time to identify urgent issues.
Thematic
MARCH 26, 2025
." And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more. Businesses can gain valuable insights from multiple sources—including support tickets, social media, and app store reviews. A dark mode would improve my experience."
SurveySensum
JULY 14, 2020
He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. She is also a recognized Training Provider for the CCXP Exam, Author of 6 benchmarking studies and 3 handbooks, Professor at UC Santa Cruz Silicon Valley Extension, and serves on the CXPA Board of Directors.
Expert insights. Personalized for you.
62 
Let's personalize your content