Ben Goodey

Marketer

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first response time

How James Villas Reduced First Response Time by 46% With AI Based Automation

Customer Service
Survey Analysis Report

4 Engaging Ways to Present a Survey Analysis Report (With Samples)

Customer Experience
automated tagging

SentiSum’s Automated Tagging & CS Analytics, Now Available on Dixa

Tagging
new in sentisum

New in SentiSum: Customised Views and Advanced Filters

In this article, we're highlighting just two new features, both of which improve the ease & accessibility of analytics.

SentiSum Update
scale customer support

6 ways to scale customer service [Part 1]

We take a look at the challenges facing a scaling support team and six solution areas to focus on.

Customer Service
AI in customer service and variations.

How AI in customer service helps you scale

In this article, we take a look at how AI can help support teams scale up fast and efficient.

Customer Service
Zendesk automated ticket tagging

How to automate ticket tagging using NLP tools (and why you should)

Automated ticket tagging is critical to uncovering granular, actionable insight from support tickets. In this article we cover everything you need to know about ticket tagging and the benefits of automating it.

Tagging

9 reliable ways to prioritize customer service tickets and requests

Customer Service
customer satisfaction (and lots of others)

Customer Satisfaction: Measure, Analyse and Improve CSAT

In this guide, we got together with six industry experts to tackle the topic of customer satisfaction. Learn the fundamentals of analytics and improving CSAT.

CSAT
brand advocates customers

5 Rules for Turning Customers Into Brand Advocates: An Analysis of 300k+ Customer Reviews

Brand advocates boost your growth exponentially. A customer who only buys from you once is valuable. But one that keeps coming back for more and brings their friends with them? That’s the dream.

Customer Experience
customer journey mapping

Customer journey mapping: A six step expert guide

Ed Deason, Head of Customer Service at Pret, teaches us how to do customer journey mapping in this complete video guide.

Customer Experience
call center cartoon

This guy works in a call center and draws rude customers—they are hilarious

Customer Service
Customer Service AI

22 ways to use AI ticket tags to optimise customer service

22 ways to optimise customer service using AI ticket tags

Customer Service
value of customer service

4 unique tactics to sell the value of customer service & experience internally

Use these tactics to build a customer-centric culture that puts the customer's experience first.

Customer Service
Customer service improvement ideas

8 unique customer service improvement ideas you can use to drive ROI

We take a look at various customer service improvement ideas you can use to improve customer satisfaction, plan customer service process improvement and drive growth.

Customer Service
Customer Service Burnout

+6 ways to prevent burnout in your customer service team

Customer service burnout is rife in contact centers. We catch up with four industry experts to tackle burnout.

Customer Service
Future of Customer Service (150 global)

The Future of Customer Service: Emerging Trends & Innovations (2021-2026)

We’re convinced that businesses will consider customer service to be the most strategically useful business function. Here's how we get there.

Customer Service
Customer support through WhatsApp, WhatsApp Business Limitations, WhatsApp strategy for business

Is WhatsApp the future of customer support?

WhatsApp Business has 50 million users and 800% usage growth on Zendesk. Is it the future? We consider the strengths and limitations of the service, and suggest how you can make better use of it.

Customer Service
Support Ticket Insights

Why customer service tickets are your most valuable insight channel

Most customer feedback channels are peppered with bias. Let's look at why insight from customer support conversations is the best retention strategy.

Tagging
Reduce support tickets

3 sure-fire ways to reduce tickets during a user-wide technical failure

Ex-Revolut Customer Support Lead talks us through what to do when a user-wide server issue hits

Customer Service
Customer service meme

Customer service memes: 26 damn relatable memes

It's customer service week, so let's have some fun at the expense of our managers and our customers.

Customer Service
Increase Basket Size

Two experiments that increased Schuh's basket size, conversion rates and NPS scores

I interviewed Sean Mckee and I was captivated by how they increased AOV with these experiments.

NPS
Touchpoints (Customer Touchpoints, etc.)

Customer Touchpoints | Definitions, strategies, & expert interviews

What are customer touchpoints and our 5 step guide to doing your own touchpoint analysis.

Customer Experience
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