Kayako
Kayako
SlideShare Presentation
  • Becoming customer-centric will be the goal of most businesses this year. What will make a business more customer-centric than the next one? We predict it’s the technology they choose that will reflect how close they want to get to their customers. This is how we see the breakdown happening: 1. Customer-centric through a customer experience strategy 2. Will AI and bots create friction or free up ...

Kayako
Kayako
SlideShare Presentation
  • What is customer effort score (CES)? This metric shows how much effort the customer thinks they had to put in to have their problem resolved. It’s a survey question “How easy was it for you to get your problem solved?” (scale of 1 to 5) Why should you measure customer effort scores? Knowing your CES allows you to see what needs to be done to improve the way your support team interacts with you...

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