Kayako
Kayako
Blog Post
  • If you live in the world of remote work, you know it has unique challenges. Everything from socializing to management takes on a different hue when one coworker is here...

Kayako
Kayako
Blog Post
  • We all know that emotionally, people don’t respond well to “no.” As customers we hate it, so why would you straight up say “no” to a customer request? A by-product...

Kayako
Kayako
Blog Post
Kayako
Kayako
Blog Post
  • Just as I was settling down for bed, I got an email notification from Passion Planner, one of my favorite brands, announcing the launch of their Kickstarter campaign of a...

Kayako
Kayako
Blog Post
Kayako
Kayako
Blog Post
Kayako
Kayako
Blog Post
  • It should never be customer success vs customer service. Yet, somehow these departments have been separated. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating...

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...

Kayako
Kayako
SlideShare Presentation
  • What is a customer satisfaction score (CSAT)? A customer satisfaction score indicates how satisfied your current customers are with your product or service. Why should you measure your customer satisfaction score? This metric shows how happy your customers were with the whole process: from finding out how to contact you, the actual conversations and also any follow up correspondence you might ...

Kayako
Kayako
SlideShare Presentation
  • What is Net Promoter Score? Net Promoter Score was developed to measure customer loyalty. It indicates the likelihood that your current customers would recommend your product or service to people in their network. Why should you measure your Net Promoter Score? Net Promoter Scores are very effective at indicating customer loyalty (the likelihood that a customer will purchase from your company ...

Kayako
Kayako
SlideShare Presentation
Kayako
Kayako
SlideShare Presentation
  • Here are the four interesting statistics that emerged from the research, based on an international survey of 100+ support agents, managers, directors and VPs. Read the full report: http://learn.kayako.com/state-of-the-profession-2016 About the Report: The first ever Kayako Customer Support State of the Profession Report surveyed 116 respondents to understand customer support trends in salary,...

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