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,...

Kayako
Kayako
SlideShare Presentation
  • If you’ve ever worked in telemarketing or cold calling, you might have had your supervisor come by and remind you put on a smile when you’re on the phone with customers. Obnoxious? Yes. Weird? Kind of. But not without it’s merits. “Smile while you dial” is the ultimate customer service best practice. Why? Because customers can hear you smile. As humans, we pick up on vibes and adjust our own b...

Kayako
Kayako
SlideShare Presentation
  • What is average first reply time? This metric shows how long it takes for your support team to get back to a customer’s first request. Why should you measure average first reply time? First reply time is more important than overall reply times because it’s an acknowledgement to the customer that their issue is being looked into. It also indicates how quickly your team is addressing new ticket...

Kayako
Kayako
SlideShare Presentation
  • Our 5 Step Process to Hire for Excellence In this webinar, Kayako's co-founder and COO, Jamie Edwards, and Director of Support, Sarah Chambers, team up to share their best hiring practices, and the steps it takes to hire the best talent around. Learn how to transform your team with these hiring best practices. Watch the Webinar: learn.kayako.com/webinar-our-5-step-process-to-hire-for-excellenc...

Kayako
Kayako
SlideShare Presentation
  • Whether you’re a business, duo or solo-entrepreneur there comes a point in your company where customer interactions will be constant and time-consuming. You don’t want people who see customer support as an entry level job into your company before they can make their transition into their desired department. Customer support is an art, and the people you employ need to enjoy it and be passionate ...

Kayako
Kayako
Blog Post
  • Live chat functionality on websites should be hugely helpful, because it allows a customer support representative to help the user immediately. Online live chat offers quick and easy access to a...

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