You may have solved your customer’s problem, but if it took them digging through three help articles and sending six emails to get there, was it a good customer experience?
Companies are shifting the metrics they measure to better serve modern customers, and Customer Effort Score (CES) has quickly risen to the top. Unlike the Customer Satisfaction Score, CES examines the entire customer support experience from start to resolution. And instead of focusing on parts of the service experience, like channel or agent performance, it tackles a bigger question: how easy or difficult it is for customers to get issues resolved.
https://www.business2community.com/customer-experience/measuring-customer-effort-just-got-easier-02030591/
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