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5 ways to know you're receiving the best customer support

Did you know that 96% of customers say customer service is important in their choice of loyalty to a brand according to Microsoft’s State of Global Customer Service Report? Likewise, 68% of customers say the service representative is key to a positive service experience. With statistics like these, it’s obvious that customer support is a top priority for companies and we don’t take that lightly.

Call Centre Analytics : Part 2 - Tracking every customer touchpoint to optimize the customer journey

After a sale, it is critical to ensure every touchpoint with the customer is handled skillfully. It is only possible to understand and improve a customer’s journey by tracking key customer metrics and run analytics. Organizations that know how to identify such gaps in the service provided using analytics, to further enhance customer satisfaction, reduce churn, increase revenue, and greater employee satisfaction, will see the rewards.

Call Centre Analytics : Part 1 - Tracking every customer touchpoint to optimize call centre operations

Customer service is essential to any organization, especially for product-based companies offering support to customers around the clock. When an organization offer such services, it becomes pertinent to keep the customers happy and that is only possible if the call centre operation is fully optimized. Now, the question is what makes a customer happy?