There are many ways to measure customer satisfaction but the most effective way of doing so is by measuring your Net Promoter Score (NPS). You may already be using a few simple metrics such as Customer Satisfaction (CSAT) to monitor how happy your customers are. These metrics can play an integral role in ensuring that your brand consistently provides a great customer experience.
Service level agreements (SLAs), if used correctly, can be one of the most important tools in a service-oriented organization. Done well, they communicate what’s expected of all parties and can go a long way to improving the relationship between the business and its IT organization. Some would even argue that good IT service management (ITSM) is built on a bedrock of SLAs (as well as continual improvement). Here are four tips for building more effective SLAs.
Brands are going above and beyond to attract and keep their customers engaged. Think about it. A well-timed festive offer by a brand you like brings a smile to your face and lures you to hit ‘Buy’. Remember those points you redeemed for a great price slash? Or the kit of goodies you received from your most loved brand at your doorstep?
How are travel companies performing today when it comes to support? In a recent experiment covered by NASDAQ, customer service quality was tested and measured across 3,000 of the top global travel and hospitality brands worldwide. Let’s just say there’s lots of room for improvement. To remove stress and surprise and delight customers with effortless experiences, companies are adopting AI-powered travel chatbots to engage with guests at every step of the customer journey.
Gamification has become a go-to tool to improve participation and engagement in many contexts. Education is a big one: apps like Duolingo use game elements such as badges, streaks, and leaderboards to encourage learners and increase their engagement. With the shift to remote work, employers and HR managers have been looking into ways to improve employee engagement. Gamification is one of the best options for this.
Tickets can be auto-forwarded from your support email to a OneDesk ticket creation email. When this happens, a ticket is captured in OneDesk containing the subject of the email, the email’s body, and any attachments in the email. Additionally, if the requester’s email address being captured does not yet exist as a customer record in OneDesk, they will be automatically added into the database.
