A discussion from Zendesk, Zip, Ecosystm and Slack about the importance of flexibility, culture and employee experience.

Many of the current customer experience metrics used are failing. This is why some businesses who have good NPS scores still lose customers. So, what measures do we need to put in place to drive success? How important is it to make it easy for customers to interact with you? Perhaps we should be paying more attention to emotions and sentiment, as they can reveal more about the state of our relationships with customers and potentially offer clearer insights into customer behaviour.

As a YC alum and co-founder of Mattermost, I often get asked by early stage YC companies about what it’s like to build a commercial open source business. With the start-up’s permission, we’ve started recording some of the Q&A sessions, transcribing them and sharing the more popular questions on the Mattermost blog in short form articles.

Want to know why contact center analytics is so important? Imagine having the superpower to decode customer sentiment or predict what they want! Today’s customer-oriented companies rely on advanced contact center data analytics to make the best business decisions. How? Contact centers generate tons of customer-related information every day. By analyzing them through charts and graphs, you can gain meaningful insights into enhancing customer experience.

Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. And the right customer support software makes it easy to give customers what they want when they need it.

Transactional emails may seem dull and unimportant compared with marketing campaigns. Yet 64% of recipients find them the most valuable type of message in their inbox, making them the most important communication you can have with your customer.