Business Growth: Customer Effort Score (CES)

Central to the understanding of CES is the premise that minimizing customer effort leads to heightened satisfaction and loyalty. Unlike traditional metrics like Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT), which focus on customers' attitudes or perceptions, CES emphasizes the ease with which customers can accomplish their goals when interacting with a company. This theory aligns with the concept of "effortless experience," where reducing friction in customer interactions becomes the cornerstone of service excellence.

Zendesk, Customer Experience, Customer SatisfactionGabriel ROCAMarch 20, 2024customersuccess, KPIs, reporting

Customer Experience Trends for 2024

Dominic takes us on a journey through the anticipated shifts and transformations in the realm of customer interaction. Let's dive into the insights Dominic shares and explore the potential impact these trends may have on businesses around the globe.

Customer Experience, Customer SatisfactionGabriel ROCAJanuary 31, 2024cx, trends, 2024, guide, support

ZENDESK vs INTERCOM

In the world of customer support and communication platforms, two heavyweights stand out – Zendesk and Intercom. Choosing the right tool for your business can be a daunting task, but fear not! Dominic has taken the time to break down these giants in a detailed video, examining their purpose, features, ticketing, outbound capabilities, sales functionalities, pricing, and finally, delivering his conclusions. Let's dive into the showdown of Zendesk vs. Intercom as Dominic walks us through the essential aspects.

Customer Experience, Zendesk, Customer SatisfactionGabriel ROCAJanuary 3, 2024Zendesk, intercom, PRICING

Brand Loyalty And The Boy Who Cried Wolf

In today's fast-paced business world, maintaining a loyal customer base can be quite a challenge. With countless options available in almost every industry, customers are quick to switch their allegiance to brands that offer a superior customer experience. In this context, Dominic has made the video below, in which he provides valuable insights into building brand loyalty by avoiding common pitfalls. Let's dive into the key takeaways from this engaging discussion.

Zendesk, Customer Experience, Customer SatisfactionGabriel ROCANovember 1, 2023cx, community, customerexperience

3 Ways To Create Form Requests In Zendesk

In this blog post, we'll take a closer look at three methods Dominic uses to create form requests in Zendesk. These methods include using email, leveraging Zendesk Forms, and harnessing the API.

Zendesk, Zendesk Setup, Customer SatisfactionGabriel ROCAOctober 18, 2023Zendesk, emailchannel, zendeskforms, api

Zendesk Conversational Experience Best Practices

In this article, we'll delve into the valuable insights shared by Dominic, who discussed various aspects of conversation management, including when a conversation should end, the concept of a "customer close," the "3 strike session," addressing inactivity, handling multiple ticket types, and some extra best practices.

Zendesk, Customer Experience, Customer SatisfactionGabriel ROCASeptember 20, 2023guide, zendeskguide, cx, customersatisfaction

The 2 Types of Customer Experience: Which One Are You Providing?

In today's competitive business landscape, customer experience (CX) has emerged as a crucial factor in determining a company's success. Dominic recently shed light on the two distinct types of CX that businesses often fall into.

Zendesk, Customer Satisfaction, Customer ExperienceGabriel ROCASeptember 5, 2023cx

Zendesk Pricing Update: Exciting Developments and Future Changes

Dominic shares important news and insights about three key topics that have been making waves in the customer support industry. Dominic provides updates on the Zendesk Relate conference, the introduction of the new Drafts feature in Zendesk, and the upcoming Zendesk price increase.

Zendesk, Customer Experience, Customer SatisfactionGabriel ROCAJune 6, 2023PRICING

All You Need To Know About Zendesk Sunco

Dominic takes us on a journey to unravel the core features and benefits of this game-changing customer service and productivity tool. So, let's delve into the world of Zendesk Sunco and discover how it can revolutionize your business.

Tools For Service Businesses

In today's fast-paced service business landscape, efficiency and organization are crucial for success. In our recent video, Dominic shares valuable insights into the tools he employs to streamline various aspects of his business operations. In this article, we will delve into Dominic's recommended toolset, which encompasses sales, operations, and finance, and explore how these tools can benefit service businesses.

Customer Experience, Customer SatisfactionGabriel ROCAMay 24, 2023review

"Root Cause" Field In Zendesk

If you are using Zendesk as your customer support software, you might have heard of the "root cause" field. It is a useful feature that helps you to identify the underlying reason for a customer's issue or complaint. In this blog post, we will explain what a root cause field is, and how you can create one in Zendesk.

Zendesk, Zendesk Setup, Customer SatisfactionGabriel ROCAMay 2, 2023ticketfield

Zendesk Infinite Notification Loop

In today's fast-paced world, businesses are always looking for ways to improve customer service and support. One of the tools that companies use to provide exceptional customer service is Zendesk, a cloud-based customer service platform that provides a complete solution for customer support, help desk, and knowledge management. In our most recent video titled "Zendesk Tutorial - INFINITE NOTIFICATION LOOP," Dominic shares his insights on how to create an infinite notification loop to help chase customers.

How To Make Money With Customer Service

Customer service is no longer just about resolving customer issues, it can be an avenue to generate revenue for businesses. Companies that prioritize customer service often report increased customer loyalty, retention, and revenue. In this article, we will discuss ten steps to help you make money with customer service.

Customer Experience, Customer SatisfactionGabriel ROCAMarch 14, 2023

CANdata’s Experience Of Working With Us

CANdata is a customs and freight software company and also one of our most recent clients. In our recent journey together, we have had the opportunity to help them improve their knowledge base and allow their clients to find the information they need all by themselves.

As our collaboration has momentarily ended, they graced us with a testimonial that we felt deserved it’s own place in the spotlight, here on our blog.

Customer SatisfactionGabriel ROCANovember 29, 2022