Are you looking for ways to measure and improve your customer's experience within the Customer Support touchpoints?
Below you can find a few examples of how Retently can help you.
Depending on your product or service, you can integrate Customer Effort Score or Customer Satisfaction Score metrics in your processes. Retently offers integrations with various tools (Zendesk, Gorgias, Salesforce, Zapier) for you to make this process easy and user-friendly.
Let’s figure out the difference between Customer Satisfaction Score and Customer Effort Score metrics and in what cases they would fit better.
Customer Satisfaction Score
CSAT is a more granular metric as it measures how satisfied your customers are with a particular service, product, feature, or interaction with your brand. For instance, if you're looking to improve a specific process (e.g., onboarding or customer support) or feature, then CSAT surveys will help you uncover what people like to dislike about them.
Purpose:
Identify weaknesses and strengths in a particular product, process, service, etc.
Common use-cases:
Send CSAT surveys after a support ticket is closed.
Send CSAT surveys after a recent purchase.
Send CSAT surveys after the customer has finished the onboarding.
Send CSAT surveys after the customer has used a particular feature.
Supported survey channels:
Email
Link
In-app
(CES) Customer Effort Score
CES measures customer satisfaction levels by focusing on the efforts customers make to interact with your business’ services and products (solving an issue with customer support, making a purchase, signing up for a trial, etc.).
Purpose:
Identify blockers in your customers' interaction with your business.
Common use cases:
Send a CES survey after the customer has finished onboarding.
Send a CES survey after a long-term support ticket is closed.
Send a CES survey after the customer has engaged with a new feature.
Supported survey channels:
Email
Link
In-app
Recommended by Retently: A transactional campaign triggered after a ticket is resolved.
Retently offers you regular survey types and more customer-friendly graphical metrics, such as 5-Star, Emoji, Thumbs score surveys, and Product-Market Fit score.
Thumbs score would be quite a good fit after a support request has been closed to learn whether the customer's issue has been fixed or not.
The THUMBS score is different than other metrics because it's calculated based on only two rating options: positive and negative. There is no middle (neutral) option, which means that your survey respondents have to give a decisive answer, and there is no place for doubts.
Purpose:
Collect feedback that you can easily act on since the yes/no survey format leaves no place for guesswork caused by neutral responses.
Common use cases:
Send a survey after a support request has been closed to learn whether the customer's issue has been fixed or not.
Ask customers about simple interactions or processes in your company that usually can be answered with a straightforward yes or no.
Embed the THUMBS survey into an email message (such as a newsletter) or a helpful article to assess the relevance and usefulness of the provided information.
Supported survey channels:
Email
Link
Ultimately, all these practices will help you highlight the processes that can be improved and understand your customers better.