What your customers really want
Insights from 107 million customer service interactions on how to improve customer satisfaction scores and revenue growth
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Organizations are often caught between conflicting views: customer service as a cost center, and customer interactions as the key to revenue growth.
This report aims to bridge the divide by providing actionable insights to help companies improve CSAT and therefore grow revenues.
Freshworks has analyzed 107 million customer service interactions and has found that speed of service plays the most decisive role in achieving high customer satisfaction (CSAT) scores.
Speed of service is often viewed as one-dimensional and ‘good-to-have', however in reality, it has become a necessity with strong links to consumer behavior.
This report also looks at how businesses can implement bots to improve CSAT scores by up to 7 per cent.
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Download this report to explore:
- Why customers assign more value to quick responses than the time taken to resolve a query
- Why customers are happy to wait longer if it means a better quality of interaction
- Why dissatisfied customers do not always trigger higher ticket volumes
