Hate it or love it, the world is full of acronyms. For customer support and success professionals, there are three that likely come up on a frequent basis: customer effort score (CES), Net Promoter Score (NPS®), and customer satisfaction (CSAT)—the primary customer success KPIs. In terms of understanding and fostering customer loyalty, CES has proven particularly useful. According to Gartner, CES is "25% more predictive of customer loyalty than the next best metric." And lowering customer … [Read more...] about What is Customer Effort Score and How is It Measured?
We like to talk about support and customer self-service here on the MindTouch blog. A lot. But we also recognize that the economic health of any company very much depends on a sales team that can close deals. Often, this requires a fine-tuned product content strategy. To propel prospective customers from the product validation phase through the purchasing phase and beyond, agents (sales and support) need tools that help them deliver the right product content at just the right moment. With … [Read more...] about A Content Strategy that Can Help Close Sales
Guess what the number one thing on Google’s Ten Things We Know to be True is? User experience. Music to our humble ears, as you might have guessed; but it’s also a guiding principle in our approach to self-service support. Though there are many aspects to good self-service strategy, search remains principle among them. Specifically, the search experience. According to a McKinsey report, employees spend 1.8 hours every day—that’s 9.3 hours per week, on average—searching and gathering … [Read more...] about An Introduction to Search Reporting, Your New Customer Effort Hack
If you’re banging your head against the wall, wondering what the cause of your lackluster customer effort scores (CES) is, good on you. You care about your customers! That’s more than some businesses can honestly claim. The answers you're looking for, though, could be hiding in a place you haven't thought to look: your self-service strategy. When’s the last time you thoroughly reviewed it? Do you have one at all? Listening to our customers’ stories, we hear time and time again that good … [Read more...] about 4 Tips to Improve Customer Effort Score Using Self-service
For decades, business has been done inside out. Products and services were created and distributed from the top down, often through a third party. And for decades, this model has (mostly) worked. Unfortunately, this way of doing business—thanks in large part to the rise of digital literacy—has created a growing disconnect between business and consumer, one that has given way to a new paradigm: direct customer engagement. Now, modern companies that hope to survive are thinking outside in, … [Read more...] about What is Digital Transformation and Where Does Help Content Fit In?
5th annual TOP Customer Success Influencers and Strategists: It is with great pleasure that MindTouch will be releasing not one but two syndicated lists, combined into a single micro-site, ungated, and open for public viewing. The list revolves around thought leadership in the customer success community. The first is our TOP 25 Customer Success Influencers and the second is our People’s Choice, TOP 100 Customer Success Strategists Watch the video below to learn more about the criteria used … [Read more...] about Vote for the TOP Customer Success Strategists of 2018
Today’s savviest businesses are embracing the importance of a self-service strategy. It makes sense, when you consider the data: 71% of customers want the ability to resolve issues on their own. That, and the crucial ways self-service can impact customer support KPIs. A bad (or absent) self-service strategy can create support ticket backlogs, overtaxed support teams, and frustrated customers, eventually impacting the bottom line. A rock solid self-service strategy, on the other hand, can empower … [Read more...] about Your New Best Friend for Ticket Deflection? Content, Content, Content
Alexa, are voice assistants going anywhere? Not likely. According to a recent Canalys report, smart speakers, each powered by its own digital voice assistant (DVA), are the fastest growing consumer technology by a considerable margin. This trend has caught the attention of other companies. Samsung, for one, plans to join Google Home and Amazon Echo by releasing its own smart speaker in 2018. The rapid growth of voice-assisted technology is changing the way people seek and consume … [Read more...] about Why You Shouldn’t Ignore the Rise of Digital Voice Assistants
There is one secret to successful advertising that far too many companies overlook: help content. Good help content can engage customers with branded, search-optimized information that’s useful and relevant. Executed well, help content can be a real-time advertising platform for your company, one with the potential to create loyal customers and won’t require any advertising budget. It’s also no walk in the park. Too often, companies make the mistake of creating a “one-content-fits-all” bucket … [Read more...] about How to Make Help Content Your Best Billboard
Google constantly updates its search engine algorithms to favor mobile-friendly webpages accessed through smartphones. It started a couple years ago, when Google pivoted toward mobile users, globally and across all languages. And for those of us who value customer success, there's a lot we can learn from this relatively recent change. Although they don’t call it customer success, Google's changes are all aimed at providing their users the best experience and the most relevant, up-to-date, and … [Read more...] about 4 Things Google Search Can Teach Us About Customer Success