Sample Customer Effort Question:

How can SupportLogic help you gauge Customer Effort:

• NLP Signals
• Conversation Counts
• Responder Counts
• Owner Counts

What NLP Signals suggest high Customer Effort?

• Follow-up Requests

• Call Requests

• Urgency

• Impatience

• Confusion

• Frustration

  
  

What NLP Signals suggest low Customer Effort?

• Helpful

• Fast Response

  
  

What Graphs/Charts can be used to measure Customer Effort within SupportLogic?

The above charts are available in Analytics - Operational Metrics - Case Activity

_____________________________________________________________________________________________________

Elevate SX

Did you know that SupportLogic also has an entire suite of tools designed for your QA Teams? With Elevate SX your QA teams have the ability to effectively manage the entire QA burden with ease, thereby focusing on the more important aspects of the job - coaching. 

About the predictive Customer Effort Score - we look at a multitude of factors such as touch-points, AI and NLP signals, in-house AI models geared for QA, interaction data and more. This provides you with a more real, accurate and efficient way of calculating Effort scores for a case, and the first step in providing an easier experience to your customers. 

For more information check out these articles:

Customer Effort Score - to up-level your understanding of your customer's loyalty

Getting Started with Elevate SX - to learn more about Elevate SX

Please reach out to us if you would like to implement Elevate SX or know more about how it could help your organization. 

_____________________________________________________________________________________________________

Important Resources to bookmark:

Support Manager Workflow Instructions  - Step-by-Step guide for Support Managers

Support Manager Workflow Video - Video Guide for Support Managers

Alerts Configuration Instructions - Key Alerts to Configure

Global Filter Configuration - Configuring the Global Filter to view your Cases

SupportLogic Help Center - General SupportLogic Resources

______________

Tips:

SupportLogic workflows are intended to be quick and efficient. Performing them a minimum of twice a day allows you to prioritize cases that may be at risk. Leverage SupportLogic to be proactive as opposed to reactive. This allows you to drive improved outcomes for your customers.  

______________