Moving Beyond NPS: What Customer Effort Really Means

Today’s increasingly digital customer has growing expectations for the support experience, with customer effort scores replacing CSAT and NPS as the experience metric to track. In this session, TSIA’s John Ragsdale and LogMeIn Rescue’s Kat Caporiccio will discuss three critical components of the support experience:

• Persistent. Viewing each support interaction as an ongoing conversation across channels and opportunity to continually delight customers, eliminating the “one and done” mindset of yesterday’s call centers.
• Personalized. Providing information and advice contextual to the customer’s technology environment, and having the right insights to make the support session as tailored as possible.
• Intelligent. Empowering your agents with the right information at the right time to streamline the support experience and make it as effortless for the customer as possible, leveraging both augmented intelligence and automated intelligence.

Learn how to incorporate these expectations into your support center’s strategy and exceed the growing expectations of your modern customers.