Calabrio

MARCH 25, 2025

First Response Time (FRT) : FRT tracks the time it takes for an agent to provide an initial response to a customer inquiry. This is critical for setting the tone of the interaction and minimizing customer wait times. Adherence to Schedule: This metric monitors an agent’s ability to stick to their assigned schedule.

Call Center 130

Call Center Measurement Self Service How To 130

InMoment XI

OCTOBER 19, 2021

In addition to that, we tend to look at survey results in isolation, and then look at things like financial results, churn reporting, or customer complaints data, in isolation as well. We have agents on the phone, email, live chat, and social media messaging. It’s an amazing source of customer feedback.

Analytics 370

Analytics Data Customer Experience Social Media 370

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. Social Media You might be wondering why social media is on the list. It’s simple.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Comm100

MARCH 23, 2022

The World Council of Credit Unions recently reported a 29% global growth in CU membership year-over year. Unlike phone support that comes with long wait times and frustrating IVR, live chat allows members to quickly reach out and receive the answer to their problem in real-time. We love our chatbot.

Chatbots 246

Chatbots Social Media Banking Omni-Channel 246

Comm100

MAY 7, 2024

Before we dig into how to streamline customer service, let’s explain the most common benefits: Minimizing delays : Customers today have little patience for long wait times. Fast response times boost customer satisfaction, showing that concerns are quickly addressed.

Customer Service 240

Customer Service Strategy Self Service How To 240

Comm100

MAY 16, 2021

According to research conducted by Aircall, 35% of respondents were willing to wait 30-60 seconds for a response via live chat, while only 4% were willing to wait more than 5 minutes. Long wait times are a CX killer, and even a couple of minutes can be too long. . Customers want and expect immediate attention.

Software 236

Software Social Media Knowledge Base Omni-Channel 236

InMoment XI

OCTOBER 30, 2024

McKinsey & Company ) Approximately one in six customers report that insurers don’t follow up with them after an initial discussion. It helps improve customer satisfaction by cutting down on wait times and increasing efficiency. It will also save you time that can be utilized in other aspects of your service.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Comm100

APRIL 9, 2021

To help you on this journey, this blog reveals the key financial services and banking metrics from our 2021 Live Chat Benchmark Report , alongside top live chat best practices that will help you to gain your clients’ trust and loyalty. 2021 Live Chat Benchmark Report – Download the report for exclusive industry and team size data.

Banking 235

Banking Financial Data Wait Times 235

Experience Investigators by 360Connext

DECEMBER 10, 2024

Getting Real about CX Metrics When measuring the results of your CX actions, its easy for leaders to get into a cycle of measuring feedback metrics like Net Promoter Score (NPS), customer effort score, or customer satisfaction (CSAT) rate and reporting on those monthly.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

InMoment XI

OCTOBER 19, 2023

These interactions can take various forms, including phone calls, emails, web chats, social media inquiries such as online reviews , and more! The primary goal of a contact center is to ensure that customers receive timely and effective support. Omnichannel contact center solutions have risen to meet this expectation.

Contact Center 273

Contact Center Customer Service Omni-Channel Call Center Solutions 273

Comm100

MARCH 20, 2024

In the United States, a Pew Research Center study revealed that only 24% of Americans expressed trust in the government to do what is right “just about always” or “most of the time” – a stark decline from the past decades.

Government 244

Government Communication Self Service How To 244

Comm100

MARCH 13, 2023

Higher Education Admissions Report – Prospective Student Survey Discover what prospective students really want during the pre-enrolment phase and how your engagement strategy can sway them into choosing your school. Read more Report 1. You can download the survey results for free below.

Chatbots 244

Chatbots Survey Social Media Report 244

Calabrio

MARCH 5, 2025

Digital Interactions: Website and mobile app usage, social media mentions, online reviews, and feedback forms. Deliver Automated Reporting and Dashboards: Customer experience analytics solutions can automate the creation of comprehensive reports and dashboards, providing stakeholders with up-to-date insights into CX performance.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

Ann Michaels and Associates

MARCH 5, 2020

The secret is out in living color on the cover of Consumer Reports – how to use social media as the last chance way to get some attention when unhappy with a product or service. This issue shares secrets to great customer service, and social media use is one of them.

Social Media 64

Social Media Customer Service Wait Times Study 64

Comm100

APRIL 2, 2024

This means making feedback opportunities easily accessible across various platforms, including social media, email, and direct surveys. This proactive approach can uncover areas of dissatisfaction that might not be voluntarily reported, allowing for targeted improvements.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

InMoment XI

AUGUST 14, 2024

By leveraging natural language processing (NLP), AI can analyze customer reviews, social media posts, and support tickets to determine the overall sentiment—positive, negative, or neutral. Restaurants Restaurants can leverage AI to analyze customer feedback from review sites, social media, and direct feedback forms.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

InMoment XI

DECEMBER 13, 2024

On the other hand, a contact center dashboard covers multiple communication channels, including phone, SMS, email, chat, and social media. It monitors metrics like average talk time, call availability, and cost per call. It tracks KPIs like chat response times, email resolution rates, and social media engagement.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Comm100

NOVEMBER 13, 2022

They now want to reach out to brands on a variety of channels depending on what suits them in that moment – whether that’s live chat, email, social media or even SMS. Social media: Customers often seek support through social media platforms like Twitter, Facebook, Instagram, WhatsApp, and more.

Omni-Channel 246

Omni-Channel Customer Service Chatbots Social Media 246

InMoment XI

APRIL 24, 2024

They are more than call centers, in addition to handling incoming and outgoing calls, they often manage SMS, email, live chat, and even social media messaging. Expand Your Contact Center Strategy If you operate a contact center, chances are you’re collecting data from various channels like calls, chats, social media, and surveys.

Contact Center 195

Contact Center Healthcare Contact Center Software Insurance 195

Comm100

NOVEMBER 13, 2022

In a 2021 report, 70% of agents surveyed reported feeling overwhelmed. This improves the customer experience as it prevents wait times from soaring, but it also reduces costs as teams aren’t forced to hire more staff to handle the workload. This meant a shift away from efficiency metrics towards agent wellbeing.

Tools 242

Tools Customer Service Tips Omni-Channel 242

Comm100

MAY 20, 2022

Lower wait times. The instant, real-time nature of live chat satisfies consumers’ need for speed, but it also helps to reduce wait times. This is known as chat concurrency and means that visitors don’t need to experience lengthy wait times as they so often do on the phone. Download the report.

Software 242

Software Wait Times Multi-Channel Consumers 242

Comm100

MARCH 30, 2021

This means less by phone and more on digital channels like chat, email, social media, and messaging. Serve your customers on live chat, audio & video chat, email, social media, mobile text messaging, and a self-serve knowledge base. What is omnichannel customer engagement? Customers also want a cohesive experience.

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

Retently

MARCH 11, 2025

Example: If multiple customers report that a pair of jeans runs too small, this needs to be flagged to the product team ASAP in order to update sizing information or adjust the fit in future production runs. If scores drop, is it because of longer wait times, unhelpful responses, or an issue with a specific agent?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Experience Investigators by 360Connext

JUNE 8, 2021

In one study by Concentric , 99% of leaders reported doing some kind of forecasting. If you don’t, then collect whatever feedback you can from inputs like social media and product reviews. Several years ago, Cisco released a report about what healthcare providers and consumers want in healthcare. If you have data, use it!

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

Comm100

NOVEMBER 23, 2021

By responding immediately, chatbots eliminate wait times and can be used to start collecting necessary information from customers. Whether customers reach out via website, social media, SMS, or email, every channel is connected together so the customer gets a quick response and the same great service.

Chatbots 246

Chatbots Customer Experience Multi-Channel CRM 246

Comm100

APRIL 26, 2022

Government phone support often sees citizens frustrated by long wait times and outdated systems. As governments shift to digital support, providing live chat, email, social media and even SMS, it can be difficult to handle all these channels at once. Long wait times for service are a challenge often faced by governments.

Government 246

Government Omni-Channel Wait Times Software 246

Comm100

JANUARY 7, 2020

Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. They also enjoy vast operational benefits.”. Omnichannel is required.

Data 170

Data Wait Times Chatbots Effort Score 170

Retently

JANUARY 13, 2025

Studies consistently show that effort is one of the strongest predictors of customer loyalty: According to Gartner , 96% of customers who reported a high-effort interaction said they were more likely to switch to a competitor. Pro Plan : $299/month Includes 20,000 surveys, advanced reporting, and concierge migration services.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

TechSee

OCTOBER 2, 2019

The industry that experiences the highest rates of churn is telecommunications, with 52% of those surveyed reporting that they canceled a phone, internet, TV or cable contract with a telecom company in the past 24 months due to the quality of customer service they received. Customer churn is widespread.

Survey 164

Survey Customer Service Social Media Telecommunications 164

Comm100

FEBRUARY 17, 2022

Today’s customer service expectations are at an all-time high, and many organizations are failing to meet the demand. New data outlined in a report by Acquia shows a massive disconnect between organizations and consumers. This includes the ability to reach out via live chat, email, social media, and even SMS.

Meeting 244

Meeting Brands Customer Service Omni-Channel 244

GetFeedback

AUGUST 16, 2018

If you’re using GetFeedback for your NPS survey, you’ll get an automatic summary report with a visual histogram, like the one below. Although customers like talking to your support staff over the phone or via live chat, time and effort are saved on all sides when customers can help themselves. Slow response times lead to more tickets.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

InMoment XI

JANUARY 4, 2024

Responsive Customer Support Offer responsive and accessible customer support across various channels, including live chat, email, and social media. Providing real-time assistance and resolving issues promptly contributes to a positive online experience. Personalization creates a more engaging and relevant experience for users.

Retail 195

Retail Customer Experience Effort Score Social Media 195

Comm100

JUNE 13, 2018

A separate report by Business Insider reveals that “A new study from L2 found that a quarter of shoppers would abandon a cart online if same-day shipping wasn’t available.”. This results in longer wait times and negatively impacts the customer experience. Recommended for you: Top 10 Live Chat Benefits You Have to Know.

Tips 185

Tips Self Service e-support Social Media 185

InMoment XI

JANUARY 20, 2024

AI integrates customer signals from a myriad sources, including historic transactions, different types of surveys , reviews, and social media interactions. A recent report from McKinsey & Company found that businesses that excel at personalization generate 40% more revenue than their slower-adopting peers.

Retail 195

Retail Customer Experience Social Media Chatbots 195

InMoment XI

OCTOBER 19, 2021

In addition to that, we tend to look at survey results in isolation, and then look at things like financial results, churn reporting, or customer complaints data, in isolation as well. We have agents on the phone, email, live chat, and social media messaging. It’s an amazing source of customer feedback.

Analytics 221

Analytics Data Customer Experience Social Media 221

Kayako

SEPTEMBER 6, 2017

Waiting for an agent fuels frustration: 24% of consumers say long wait times are their biggest frustration. 19% of businesses say their customers are most frustrated by long wait times. Context is missing to make customer support effortless. Live chat tools integrate poorly with customer support systems.

User Experience 221

User Experience Wait Times Software Consumers 221

InMoment XI

SEPTEMBER 25, 2024

Sentiment Analysis : Businesses use NLP to analyze customer feedback, reviews, and social media conversations to determine customer sentiment toward their products, services, or brands. Market Intelligence : NLP can analyze many news articles, blog posts, and social media posts. It can help automate content creation.

Data 195

Data Social Media Net Promoter Score Analysis 195