Satisfied customers are more loyal, more likely to re-purchase, more willing to recommend your brand, more profitable for your business– and have lower retention costs. Measuring customer service satisfaction has become mandatory for most businesses these days, as it provides you with valuable information about your service performance.
When LiveAgent’s reporting capabilities integrate with one of the leading customer satisfaction software solutions, you can take your customer service satisfaction to the next level. Easily get customer feedback on your LiveAgent conversations, track the quality of your customer support and gain a deeper understanding of your customers to continually improve your service.
Happy customers create positive word of mouth for free! After a positive experience with a business, 69% of customers would recommend the company to others and 50% would use the business more frequently.(NewVoiceMedia)
Customer satisfaction builds trust in your brand. A 10% increase in a company’s customer satisfaction score leads to a 12% increase in trust from customers. (Institute of Customer Service)
Customer acquisition costs more than retention. Acquiring a new customer is anywhere from 5x to 25x times more expensive than retaining an existing customer. (Harvard Business Review)
Customer satisfaction software is a tool that allows businesses to easily collect, organize and manage customer feedback, measure customer satisfaction and identify unhappy customers. These applications may include analytics, survey management, feedback collection, complaint tracking, call reporting capabilities and other features. Apart from providing you with actionable insight into how happy your customers are with your business or with the customer service experience you provide, customer satisfaction software can also help you evaluate your support employees based on the feedback they receive.
High customer satisfaction drives more profits. Satisfied customers that experienced a positive experience with a business spend 140% more than those who had a bad experience. (Harvard Business Review)
Satisfied customers have a higher lifetime value. A customer experience promoter has a lifetime value for a business that’s 600 to 1,400% more than that of a detractor. (Bain & Company)
In today’s hyper-competitive marketplace, creating a great product doesn’t guarantee success unless you back it up with excellent service. The quality of customer service your business provides directly affects the overall customer satisfaction with your brand. If you don’t measure customer service satisfaction, you will never know how happy (or unhappy) your customers are with the quality of the service experience your organization delivers.
LiveAgent’s customer service platform is a complex multichannel solution. The features that enable you to measure customer service satisfaction are just a small part of what the software is capable of doing. It’s packed with over 179 features that can help you streamline your customer communications, enhance your customer support and improve your customer service satisfaction ratings.
Eliminate the need to switch between various tools. LiveAgent combines:
Today’s consumers tend to use multiple communication channels to connect with brands and expect a seamless experience across all of them. With LiveAgent’s software you can easily manage all your customer interactions from a single place and provide a consistent omnichannel service experience regardless of the channels customers use.
A wide range of features (including automated ticket routing, SLA management, canned responses, team collaboration capabilities as well as instant access to comprehensive customer information and previous interactions) enable your team to provide a quick, highly efficient and personalized support – all contributing to increased customer satisfaction ratings.
Measure your overall customer service performance and identify areas for improvement. LiveAgent offers robust analytics and reporting capabilities that allow you to track numerous service metrics and KPIs, generate various reports such as channel usage, agent performance and availability, SLA compliance, time tracking reports and more.
LiveAgent is trusted by over 21,000 businesses around the world, across various industries.
The software is flexible, easily scalable and can be customized based on your needs.
Customer satisfaction software is a system that helps your business create long-term customer relationships. As a result, your company can achieve higher revenue, good CX, and brand awareness.
The most optimal way to measure or track your customer satisfaction is through csat surveys, especially after customer interactions via email or live chat. Before you create a csat survey, make sure that your questions are targetting your business needs/goals. Give the customer option to give their opinion, but don't make it mandatory. If you require to answer all the questions before submitting, you will get less data that can help you improve. Creating a successful csat survey can be a little time-consuming, but it is the best way to measure customer satisfaction.
Well, let's take a look at an example. If the customers are satisfied, they often return and/or spread a good worth of mouth. As a result, they can become brand advocates, creating organic brand awareness, which leads to higher profits. This example displays how big of a competitive differentiator customer satisfaction is nowadays.
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