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Recent posts in Customer Experience

Case Study: How Kruze Consulting Uses Frame AI and Bonusly Together To Improve Customer Experience and Employee Experience

By Frame AI

With Bonusly and Frame AI together, Scott's team can

 

Kruze Consulting is a leading accounting, finance, HR, and tax consulting provider for seed and venture capital-funded startups. 

In the midst of the COVID-19 pandemic, Kruze found themselves with a challenge that every growing company aspires to face — their customer base was growing at warp speed and their customers, existing and new, were more engaged than ever. 

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The Customer (Support) Experience

By Mary Cleary

Right, shall we delay the discussion on customer care again and look at the urgent issue of declining sales and plummeting profits

When Things Go Well…

Think of some of your favorite companies. What keeps you coming back?

Big shout out to Chewy. I recently changed my shipping address but then saw an email confirmation indicating my auto-ship order for my dog Chief’s food was en route to my old address. A quick chat with Ross later, and another bag was on its way to me at no extra charge or hassle. 

When Things Go Poorly…

Now think about companies you’ve turned your back on. 

I experienced a major service failure with an event software company ( I won’t name names). Days before a big event, calendar invites hadn’t been automatically emailed to RSVPs as expected. I knew this was going to hurt our live attendance rate. 

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How To Be a Customer Whisperer Part II: 5 Data-Backed Tips for High-Impact Actions in Support Interactions

By Mary Cleary

The stakes for customer experience are only getting higher. According to Zendesk, 61% of customers would now defect to a competitor after just one bad experience. That’s a 22% jump from the previous year. Make it two negative experiences, and 76% of customers are ready to say goodbye.

For many companies, Support interactions represent a precious few opportunities to develop a human connection with customers - and it’s critical to set the right tone with what you say and do.

We recently shared 5 data-backed tips for what to say in Support interactions. Here, we highlight 5 everyday actions Support agents take that can make a world of difference. We analyzed millions of Support cases to examine their impact on everything from customer satisfaction to case re-open rates. Here are 5 things that customer whisperers *do. *

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When These Support "Best Practices" Become Nails in the Coffin

By George Davis

Who knew

 

On paper, you did everything right. So why did that case get….(insert any and every negative outcome you weren’t expecting)….escalated, re-opened, low customer satisfaction and effort scores, etc…

Even if you’re following a Support playbook to the letter, the devil is often in the details when it comes to following “best practices.” Here are five common areas where Support team playbooks miss the mark when trying to improve customer experience. 

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Infographic: 5 Reasons to Use AI to Improve CX

By Mary Cleary

5 Reasons to Use AI to Improve CX

Have you ever been sent a promo code as a pre-emptive apology for an order snafu? Received a proactive message about a CRM glitch with a plan to make your life easier in the meantime? Gotten quick compensation for a flight delay?

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Infographic: 5 Benefits of Using AI to Measure Customer Sentiment

By Mary Cleary

67% of customers declined to respond to surveys following detractor moments2

Happy customers tend to stick around, grow, and publicly advocate for your business. Unhappy customers often churn and can deter others from doing business with you. According to Temkin, after a poor experience, 22% of customers reduced spend and 19% terminated their relationship with the company entirely. According to Zendesk, 54% of customers share bad experiences with more than five people. It’s impossible to overstate the value of customer advocacy and the cost of vocal detractors.

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Infographic: 5 Benefits of Using AI to Measure Team Effort

By Mary Cleary

Measuring team effort with AI surfaces widespread problems 88% faster

CX teams measure team effort to understand and manage their overall cost of serving customers and to cultivate happy and engaged teams that play a starring role in great customer experiences. Team effort can also make a huge difference in popular metrics like employee promoter scores (“EPS”), quality assurance (“QA”), and operational metrics like case resolution times and escalation rates. When customer-facing employees’ jobs are harder than they need to be, CX teams often see high turnover rates and low EPS scores, lower QA scores, more escalations, and delays in case resolution times — the list goes on. And each of these unfortunate side effects increases your cost of service and creates stubborn obstacles that stand in the way of improving customer experience.

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Measuring Team Effort

By Mary Cleary

Why Measure Team Effort?

Team effort is the collective amount of time that customer-facing teams allocate to supporting your customer experience.

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Infographic: 5 Benefits of Using AI To Measure Customer Effort

By Mary Cleary

5 Benefits of Using AI to Measure Customer Effort

Customer effort is a mix of customers’ subjective feelings and what they objectively experience during interactions with your business. Measuring and reducing customer effort is a top priority of many CX organizations and with good reason.

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Recap: CCW's Modernizing Service Experience With AI & Digital

By Mary Cleary

CCW July event banner for Linkedin post

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