Ebook
How To Make Your Customer Service Metrics Soar
Despite lip service to improvement across industries, Customer Satisfaction (CSAT) scores have declined to their lowest level in 15 years. In this ebook, you’ll find 5 best practices that will help you improve your customer service metrics and reduce your case response time!
- Why CEOs today are making customer satisfaction a priority. Customer loyalty is at stake — according to our research, a majority of customers will abandon a brand after two or fewer negative experiences.
- How relevance can help you create a great customer experience. Relevance is critical to exceeding expectations in customer service today, as it can help give the customer and the support agent the answers they need, when they need them.
- 5 best practices to improve customer satisfaction. Gathered from our top performing clients that have improved their customer service metrics — like those who had seen CSAT scores jump by 30%, a 50% increase in self-service success, and/or a 25% decrease in case response time.
- Bring together your customer service team and IT department. 57% of our top performing clients let their customer support team make decisions — as they have deep knowledge of customer service metrics (Best practice 1).
- Use machine learning models to improve search relevance — by delivering customer service recommendations to support agents and self-service customers, helping speed up your case response time (Best practice 2).
- Ensure all your relevant support content is searchable. 60% of our top performers indexed five or more content sources — from websites, CRMs, support communities — putting relevant knowledge at customers’ and support agents’ fingertips (Best practice 3).
- You don’t need a mature KCS program to create relevant experiences. Companies at all stages in their knowledge-centered service (KCS) journeys can create strong relevance programs (Best practice 4).
- Communicate and promote the use of tools. 52% of our top performer clients communicate regularly to their customer support team about ad-hoc updates — leading to higher satisfaction and tool adoption (Best practice 5).
Ready to make your customer service metrics soar?
Get the full details on how to increase customer satisfaction with relevance!
For 17+ years, our customers have trusted us with their growth
