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What is the impact of social media on customer service?

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发表于 2023-4-17 15:32:25 | 显示全部楼层 |阅读模式
本帖最后由 monia1234 于 2023-4-17 15:35 编辑

The company uses bespoke apps and bots to reduce player wait times and redirect tickets that would otherwise require adding more agents to its staff. For companies that want an easy plug-in for collaboration and automation, Zendesk's Knowledge Capture app is a way for CX leaders to fuel their knowledge creation. With this app, agents can search the Help Center without leaving the ticket, add links to helpful articles in the comments section, and write new articles while responding to tickets. our strategy From our Zendesk Benchmark data, we took a random sample of 500 active Help Centers, each with a minimum of 300 views per month, to study how they add articles on the fly. After pulling raw data from our Hive pool, we normalized the number of days and number of articles since creation for each Help Center, and derived a time series for each center in our sample.
  
In addition, we use dynamic time distortion as the dissimilarity measure to create the distance matrix of our time series. We then feed a hierarchical clustering algorithm with that matrix to cluster similar strategies. Lastly, we use operational metrics to evaluate and compare our groups. Zendesk Benchmark uses data related to customer service interactions from 45,000 participating organizations in 140 countries, and Zendesk customers can choose to add Phone Number List Benchmark to their account settings to establish their similarities and differences. In the coming months, look out for more Benchmark research on the influence of omnichannel support on enterprise customers, its best practices, and more.  The Ultimate Question 2.0: How Net Promoter companies thrive in a customer-driven World by Fred Reichheld and Rob Markey Widely shared in the business world, this 2011 work is based on the premise that doing what's right for customers really pays off.



Additionally, it delves into concepts focused on building and maintaining customer trust through consistent and cost-effective management systems. The Effortless Experience: Conquering the new battleground for customer loyalty by Matthew Dixon, Nick Toman and Rick Delisi Published in 2013, this book dispels the idea that good customer service means constantly exceeding their expectations and permanently “dazzling” them. In reality, customer loyalty depends on how efficiently a brand solves problems and minimizes unnecessary user interactions. The Ten Principles Behind Great Customer Experiences by Matt Watkinson Another book from 2013.

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