In marketing and sales, purchase funnels form a crucial part of how we view the customer journey. And the most common way of measuring the effectiveness of a purchase funnel is with conversion rates. Conversion rates provide a temptingly simple way of measuring how successful each of your tactics or touchpoints has been in moving the customer along – one step nearer to that all-important final stage – the sale.
In business, we use summary metrics all the time. A summary metric is just another way of saying you have summarized a series of data into a single data point – like a total or an average. Most of the time, when you report on business KPIs like Revenue, Customer Satisfaction, Acquisition Cost, or Lifetime Value, you’re doing so in the form of a summary metric. But summary metrics can be misleading, because they reduce complex patterns in your data down to simple, singular figures.
Customer service management (CSM) software can provide an exceptional customer experience, eliminate manual processes, give you a competitive edge, and increase growth through renewals and retention But choosing the right solution for your business can be challenging as most providers offer very similar features. Below, we explore the benefits of Customer Service Management software to help you choose the best CSM solution that fits your business needs.
Customer support vs customer success – two terms that have been seen as the same function in some companies, while also operating as completely separate groups within others. While customer support is key to solving customer problems and producing great experiences, customer success is responsible for empowering customers, keeping them happy on your platform/ through your services, and bringing them back for more.
When chatbots were first introduced in customer support, they were only capable of executing rule-based commands that often led to poor customer experiences. Chatbot features back then weren’t developed keeping user experience in mind, and caused frustration instead of offering solutions. Chatbots have evolved over time, but so have customer expectations. Customers today do not accept experiences that are less than ideal.
