customer feedback


How to Respond to E-Mail Complaints Effectively

As a commercial business providing any kind of service or product to the general public, you are likely to find that you occasionally get feedback that is less than positive. You might provide fantastic value all-in-all but even the very best business will occasionally get it wrong, or will occasionally come across a customer or […]


Close the loop: Turn customer feedback into customer insight

Regardless of the products it sells or the work it performs, no business can be successful for long if its customers aren’t happy. To learn where they stand in this regard, many companies issue satisfaction surveys in the hope that analyzing a collection of aggregated results will eventually lead to a positive return on investment. […]


Metrics That Matter: Assessing Your Helpdesk Solution

Analytics are a manager’s best friend. By collecting massive amounts of customer data into neat reports, they allow management to identify problem areas and set concrete, quantifiable goals. But with so many metrics to consider, analytics can be overwhelming and misleading if numbers aren’t interpreted correctly. So, when assessing your customer service helpdesk’s effectiveness, what […]


How Pre-Chat Customer Info Can Lead to More Sales

You’ve heard how collecting customer feedback can help you uncover and fix mistakes, improve service, and better understand your shoppers. In the long run, that helps to forge stronger customer loyalty and build a better business. So imagine what you could do with information about your online visitors’ shopping habits before they make a purchase, […]


7 reasons excellent customer experience can be your ace in the hole

It’s difficult for brands to stand out from their competition based on of quality and price.But they can make money by focusing on great customer experience


Automatically send customers their chat transcript and invite them to take a survey

Looking for an easy way to connect with your customers? Remind them of their positive experience with your brand by sending them a copy of their latest chat transcript. You can even link a survey to the email and get valuable customer feedback. Haven’t setup any surveys yet? Create one in Admin panel -> Chat […]


6 ways you can get quality customer feedback

Running a business without asking your customers’ feedback is like trying to cross a busy street with headphones plugged into your ears while playing Angry Birds on your phone. If you think customer feedback is only useful for putting out future fires then you are quite mistaken. The customer insights gained from the feedback can reflect […]


6 tips on turning customer feedback into business intelligence

So you have got the memo and have started collecting customer feedback. Congratulations. But that is only the first step of a long process. An ideal customer feedback scenario would be when the entire organization takes a long and hard look at those reports and implements the required changes. The feedback would also be acknowledged […]

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