In an AI-first world, support leaders will need to think differently about metrics and KPIs to ensure the true impact of customer service is being measured in the right way.
Customer Service 3 min read
We noticed three recurring themes in this research report outlining how customer service leaders plan to maximize existing resources while still meeting and exceeding customer expectations.
Customer Service 12 min read
Want to empower your support managers, enable your support reps to work more efficiently, and deliver more impactful insights for your business? It’s time to build a customer support operations team.
Customer Service 14 min read
A healthy business relies on happy customers. In this article, we cover everything you need to know about customer satisfaction: what it is, why it matters, how to measure it, and what it looks like in action.
Customer Service 9 min read
What does quality support actually look like? We partnered with Klaus to survey hundreds of support leaders and get a deeper understanding of how they define, measure, and improve “quality”. Here’s what we learned.
Customer Service 2 min read
Your CSAT score isn’t the only thing you should be looking at. Here’s what you need to know to do customer support metrics right.