Katarína Kasalová

3 Questions You Must Ask Your Customers

There are many ways to measure the performance of your customer support team. It all depends on your particular business needs, but for most teams a simple approach works the best. Jeff Gardner of Intercom suggests you track the following 5 support metrics that...

5 Benefits of NPS Program You May Be Missing Out On

If you aren't already striving for a good NPS score, you’ve probably at least considered measuring it. Bad or good NPS gives incredibly actionable feedback that helps improve your customer’s loyalty over time. But it’s not just a set it and forget it survey. Reading...

Implementing Customer Effort Score

As a keyed in customer service leader, you are constantly looking for ways to measure and improve customer experience. Perhaps you have heard of the CES metric, and are considering implementing  Customer Effort Score for your team. Let’s talk about what it is, how...

4 Big Customer Service Trends for 2017

Customer service never stops improving. Every year we see new trends, higher expectations, and better technology. It can feel rather overwhelming at times. How can we, as customer service leaders, keep up with the new customer service trends and continue innovating? First of all, to...

An Easy Way to Resolving Any Support Ticket

A case study by General Electric Informational Services found that using clearer language in user manuals lead to 125 fewer customer calls a month. It saved GE between $22,000 and $375,000 a year for each customer who used the simplified manual. Well, customers have...

Customer Satisfaction Survey Across Help Desks

We turned on customer satisfaction survey across help desks to see how they compare. How the top eight help desks send customer satisfaction surveys? When you’re starting to measure customer satisfaction, you’ll probably begin by using the default question of the help desk you use to answer...

Why a 100% CSAT Score Won’t Help You Grow

Is your high CSAT score hiding your customers' true feelings? At a previous company, we set ourselves an ambitious customer satisfaction goal: to raise the CSAT score from 90% to 95% in just three months. Our team sat down and brainstormed ideas on how...

9 Tips For Handling Customer Service During The Holiday Rush

Every year I think I’m going to be better prepared for Christmas. Every year I find myself wrapping gifts (who are we kidding? Gift cards!) in my parents’ basement. Every year I wish I was one of those people who were just a little...

The Importance of Customer Satisfaction

Imagine you meet the person of your dreams. However - you have to work a little to win them over. Cue the standard wooing techniques - a sweetly written love letter, an invitation to dinner followed by candlelight romance. Eventually, they fall head over...

How to: Recruiting Top Customer Service Agents

Trusting your gut when hiring is like throwing darts at a board. Blindfolded. Using unstructured hiring format can only explain 14 percent of an employee’s performance. Careerbuilder estimated that a single bad hire can cost your team $50,000 (besides their salary!) in lost productivity,...

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