Are your customers satisfied with your customer service?
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.
Why customer satisfaction matters
Positive word of mouth endorsements
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)
Unhappy customers drive churn
Unhappy customers spread negativity and churn. In fact, 95% of consumers would ‘take action’ after a negative experience with a company, which includes sharing their negative experience with friends and family or flat out churning. (RightNow)
Customer satisfaction builds loyalty
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)
Acquisition costs more than retention
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)
Why customer satisfaction matters
Customer satisfaction drives profits
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)
Higher lifetime value for satisfied customers
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)
What is customer satisfaction software?
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.
Measuring customer service satisfaction is critical
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.
Create a better service experience with LiveAgent to improve customer satisfaction
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.
All-in-one solution for all your support needs
Eliminate the need to switch between various tools. LiveAgent combines:
- - Powerful ticketing features with smart ticket distribution
- - A built-in call center supporting voice and video calls
- - Live chat with proactive triggers and real-time visitor monitoring
- - Self-service portal with knowledge base, FAQs and forums
- - Integrations with major social platforms such as Facebook, Twitter and Instagram
Deliver omnichannel service experience
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.
Improve your support team’s efficiency
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.
Go beyond measuring client satisfaction
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.
Why LiveAgent is the right customer service platform for your business
Over 15 years of experience
We’ve been helping businesses improve their customer service since 2004.
Chosen by 21K businesses
LiveAgent is trusted by over 21,000 businesses around the world, across various industries.
Flexible & customizable
The software is flexible, easily scalable and can be customized based on your needs.