With only a 6% to 16% response rate on average, businesses are realizing that surveys don't give strong visibility into customers' support experiences at scale. The good news? The days when customer surveys were the only way to gather feedback on your DCX are over.
With an AI-powered search experience and strong analytics, businesses can see what customers search for and if their queries return results, allowing them to improve the end-to-end customer experience. By leveraging these insights, they can turn their support centers into profit centers.
In this webinar, TSIA’s John Ragsdale and Joe Jorczak, Head of Industry for Service and Support at Yext, will discuss how organizations can leverage advanced knowledge management tools to create a customer feedback flywheel that turns itself and allows their businesses to scale with minimal effort.
This session will cover:
● Leveraging data driven by customer interactions to deliver a better customer experience.
● How to capture and evaluate indirect and inferred feedback to provide customers and employees with impactful content.
● Best practices for creating a voice of the customer feedback loop to improve end-to-end customer experience.
Join us to discover how knowledge management can maximize your existing resources and turn your digital support center into a customer intelligence hub.