Measuring the success of your customer service
can be a tricky endeavor. All too often we focus on improving every customer interaction, instead of trying to reduce it.
Don't get us wrong, aiming for that perfect CSAT score isn't a bad thing, but it is no longer enough to keep your customers around.
In a fast-paced world, where the competition is just a click away, “being nice” to customers who reached out to you simply isn't enough. Let's be honest, we want to solve our problems
as quickly and with as little hassle as possible.
Complicated forms, looking for long lost IDs, having to call someone... these are all reasons to “go elsewhere”.
Customer Effort Score is poised to help you get rid of those high-effort experiences. With CES you measure
how easy it was for customers to get a resolution to their issue.
This way you don't have to rely on satisfying your customers through your support. You can eliminate the need for it in the first place.
Ready to learn how?