Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

Experience Investigators by 360Connext

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Understanding Customer Experience Management (CEM) Let’s start at the beginning. Is this the same as Customer Relationship Management, or CRM?

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

SEPTEMBER 3, 2024

Compliance and Risk Management By monitoring conversations, conversation analytics can detect potential compliance issues, such as the use of inappropriate language or the disclosure of sensitive information. Impact Analysis : Identify key factors and opportunities that have the most significant influence on your metrics.

Analytics 260

Analytics Data Social Media Average Handle Time 260

ECXO

JULY 22, 2024

Personalized Assistance: Offering dedicated customer success managers for personalized support. Increasing Annual Recurring Revenue (ARR) For subscription-based B2B companies, ARR is a critical metric. Ensuring success involves: Dedicated Support: Assigning customer success managers for personalized assistance.

B2B 193

B2B Customer Experience e-support Self Service 193

AWS Machine Learning

AUGUST 15, 2024

QnABot on AWS (an AWS Solution) now provides access to Amazon Bedrock foundational models (FMs) and Knowledge Bases for Amazon Bedrock , a fully managed end-to-end Retrieval Augmented Generation (RAG) workflow. If a knowledge base ID is configured , the Bot Fulfillment Lambda function forwards the request to the knowledge base.

Chatbots 117

Chatbots Knowledge Base Customer Experience Multi-Channel 117

Totango

FEBRUARY 19, 2020

We’ve added an enhancement to SuccessBLOC Scorecards which now allows you to create KPIs based on user metrics, as well as account metrics. Read more about it in our Knowledge Base article. Some example use cases of this would be for usage trends, active users, and more. Dynamic SuccessTeams. SVP products.

Metrics 71

Metrics Knowledge Base Customer Success Trends 71

Inbenta

AUGUST 23, 2024

5 rules for managing incoming emails 1. A good case management system will avoid this common frustration. One common pitfall is a knowledge base filled with duplicate or obsolete answers, which can make it hard for an agent to find the relevant answer. Manage your knowledge base. Be responsive.

Self Service 52

Self Service Knowledge Base Chatbots System 52

AWS Machine Learning

AUGUST 7, 2024

For instance, customer support, troubleshooting, and internal and external knowledge-based search. RAG is the process of optimizing the output of an LLM so it references an authoritative knowledge base outside of its training data sources before generating a response. Create a knowledge base that contains this book.

Knowledge Base 123

Knowledge Base Chatbots Metrics Conference 123

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. Understanding the Average Talk Time metric Average Talk Time represents the actual duration an agent spends conversing with a customer.

Call Center 52

Call Center Metrics Contact Center Customer Satisfaction 52

AWS Machine Learning

SEPTEMBER 20, 2024

There are many challenges that can impact employee productivity, such as cumbersome search experiences or finding specific information across an organization’s vast knowledge bases. Knowledge management: Amazon Q Business helps organizations use their institutional knowledge more effectively.

Chatbots 46

Chatbots Self Service 46

Solvvy

SEPTEMBER 20, 2022

Chatbots for customer service leverage a brand’s existing resources, such as a knowledge base, FAQs page, or an online resources center. Evaluate these metrics: First response time : This metric shows the time it takes customer service agents to respond to customers. Customers can speak in natural language.

Chatbots 62

Chatbots Self Service Metrics Customer Service 62

SurveySensum

OCTOBER 17, 2023

A NBFC customer feedback tool is designed to gather, manage, and analyze feedback from customers of non-banking financial companies. 5) Yes No 24/7 (Live rep), Phone Support, Email/Help Desk, and Knowledge Base Typeform Starting at $29 per month 4.5 (5) Feedier Contact them for details 4.5 (5)

Feedback 52

Feedback Tools Management Knowledge Base 52

TechSee

MARCH 5, 2020

Managers will often focus on improving employee productivity to keep customers happy and costs down. Managers therefore need to seek creative solutions to increase productivity without overworking their people. Sharing the Knowledge. Agents play a vital role in contributing to the visual knowledge base during their ACW.

Call Center 145

Call Center Tools Knowledge Base Contact Center 145

AWS Machine Learning

MAY 31, 2024

Amazon Bedrock is a fully managed service that makes foundational models (FMs) from leading artificial intelligence (AI) companies and Amazon available through an API, so you can choose from a wide range of FMs to find the model that’s best suited for your use case. The following diagram depicts a high-level RAG architecture.

Knowledge Base 121

Knowledge Base Policies Data Examples 121

BlueOcean

FEBRUARY 14, 2024

Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. Work with your outsourcer to build the CSS profile, then trust them to hire the right people. It’s possible.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Comm100

MARCH 21, 2023

This lets customers reach out on their preferred channel – live chat, email, phone, SMS, or social media – while making it easy for teams of any size to manage every query. Typically, the most common form of self-service takes the form of a knowledge base or FAQ section on your website.

Self Service 179

Self Service Customer Service Strategy Omni-Channel 179

SurveySparrow

MAY 30, 2023

So, you’ve managed to sail the choppy waters of digital transformation and have successfully implemented a ticket management system in your organization. But here’s the million-dollar question: how can you accurately measure the success of a ticket management system? Well, my friend, let’s tackle that head-on!

System 52

System Measurement Tips Self Service 52

BlueOcean

FEBRUARY 14, 2024

Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. Work with your outsourcer to build the CSS profile, then trust them to hire the right people. It’s possible.

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

Inbenta

JUNE 17, 2021

Contents: 4 reasons to track your knowledge management KPIs. Some key performance indicators (KPIs) to keep your knowledge management system on track. Companies that encourage knowledge transfer , increase their collective intelligence and boost their ability of decision-making and innovation.

Management 52

Management Strategy Knowledge Base First Call Resolution 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. What is customer lifecycle management in plain English?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. What is customer lifecycle management in plain English?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

InMoment XI

JUNE 5, 2024

InMoment’s Standout Performance These are the 11 subcategories we scored the highest possible scores in: AI: knowledge-based or symbolic – Strong customization capabilities, transparency, and multitudes of available industry models, coupled with machine learning and generative AI-assisted adjustments.

Analytics 260

Analytics Effort Score Social Media Innovation 260

Kustomer

JANUARY 8, 2024

Zendesk ’s Most Popular Features Ticketing System Multi-Channel Support Self-Service Knowledge Base Chat, Messaging and Phone Support Analytics and Dashboards Automation, Workflows and Macros Customization and Integrations CRM 1. Ticketing System Zendesk ’s ticketing system is at the core of email or chat-based customer support.

Self Service 82

Self Service Multi-Channel Omni-Channel Knowledge Base 82

Uniphore

JUNE 9, 2021

Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? If you’re like many contact centers, you’re probably looking at metrics like AHT and error rate. For best results, don’t just apply AI to your knowledge base, embed it throughout the user and employee experience.

Engagement 246

Engagement Contact Center How To Metrics 246

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Call Center Management Gamification 52

AWS Machine Learning

MAY 30, 2024

Vitech needed a fully managed and secure experience to host LLMs and eliminate the undifferentiated heavy lifting associated with hosting 3P models. Data chunking Chunking is the process of breaking down large text documents into smaller, more manageable segments (such as paragraphs or sections).

Chatbots 118

Chatbots Knowledge Base Innovation Interaction 118

Ecrion

JULY 17, 2019

That’s why it’s critical to proactively define the customer metrics that are most important to your business and measure progress on them over time. Read on to learn about the most crucial customer service metrics that businesses across industries use to evaluate their success. Personalization is key to customer experience management.

Metrics 55

Metrics Self Service Customer Service Call Center 55

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Financial Metrics. Health Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

TechSee

AUGUST 26, 2024

These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. Reduce Wait Times and Handle Times: Implementing strategies to manage call volume effectively is crucial. Use call recordings and performance metrics to review service delivery and provide constructive feedback.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

CSM Magazine

SEPTEMBER 11, 2021

If you want to successfully manage your request queues in your manufacturing workplace, keep reading. Inventory management is a struggle in the manufacturing industry, but if you can keep a frequently updated inventory , you’ll increase your profit margin and customer satisfaction rate. Keep a Frequently Updated Inventory.

Customer Service 52

Customer Service Management How To Knowledge Base 52

ProProfs Chat

JANUARY 18, 2019

In this blog, we take a look at a few of the most critical help desk metrics. Metric No. #1 As a customer success manager (CSM), you need to have the exact figures on the number of requests your support team is managing. Metric No. #2 Metric No. #3 Metric No. #4 Metric No. #5 Metric No. #6

Metrics 58

Metrics Wait Times Software Knowledge Base 58

GetFeedback

OCTOBER 14, 2019

The truth of the matter is that most businesses don’t have access to the data that they need, and even if they do, 95% of surveyed businesses need to do a better job managing their unstructured data. That will allow you to see the correlations of different metrics. . How to fix it? New things don’t have to be scary!

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

AWS Machine Learning

APRIL 23, 2024

This post explores the new enterprise-grade features for Knowledge Bases on Amazon Bedrock and how they align with the AWS Well-Architected Framework. AWS Well-Architected design principles RAG-based applications built using Knowledge Bases for Amazon Bedrock can greatly benefit from following the AWS Well-Architected Framework.

Knowledge Base 118

Knowledge Base Policies Resources Guidelines 118

rethinkCX

MAY 15, 2024

The remote work revolution has accelerated, making the choice of the right Customer Relationship Management (CRM) system more critical than ever for support agents. Features such as automated ticket routing, chat integrations, and knowledge base access streamline workflows, empowering agents to resolve inquiries swiftly and satisfactorily.

CRM 52

CRM Omni-Channel Exceptional Customer Service Social Media 52

CSM Magazine

AUGUST 20, 2023

With the increasing complexity of cases and the need for data-driven insights, legal case management software equipped with robust analytics and reporting tools has become indispensable. What Is Legal Case Management Software?

Analytics 52

Analytics Report Software Measurement 52

Team Support

MAY 29, 2024

The cries for a better, modernized ticketing system, along with a searchable knowledge base, were growing louder day by day. Automated ticket reports, generated and sent with minimal effort, provided invaluable insights into performance metrics and workload distribution. This self-sufficiency was a win-win for everyone involved.

System 40

System Knowledge Base Customer Satisfaction Customer Centricity 40

ChurnZero

SEPTEMBER 20, 2024

There’s a lot to consider and it can be hard to get started, especially if you’re new to the team or new to management. Project manager extraordinaire. Can keep customers informed and interested in new product releases and updates (company benefit: upsell/cross-sell) Small creative agency account manager.

Customer Success 52

Customer Success Customer Journeys How To Exercises 52