“The response time was quick and the resolution helpful.” “Superb response to an urgent and time-sensitive request! Outstanding!” “The solution…
Repeat After Me: “Customer Success Managers are not Support”
8 Innovative Ways to Use CX Metrics to Create Unbeatable Customer Experience
What we call Customer Experience (CX) is the total effect of each interaction between brand and customer over the course…
Auto-Analyzing Sentiment in Survey Feedback using NLP: How Do Customers Feel About Your People?
Prabhat Jha is CTO of Wootric. He tweets @prabhatjha. Wootric uses CX metrics — Net Promoter Score, Customer Satisfaction and Customer…
How Net Promoter Score has Evolved to Keep Pace with Modern CXM
Net Promoter Score is the go-to CX metric for companies that want to measure and improve customer loyalty, a harbinger of growth….
Why Setting Expectations is a Customer Success Must
Most customer success articles you’ll read talk about helping customers reach their ideal outcomes – ideal outcomes are the most…
Two Big CX Trends: Why You Need Text & Sentiment Analysis of Survey Responses
Wootric’s text analytics platform analyzes survey responses using Natural Language Processing (NLP.) Learn More The challenge of open-ended feedback Qualitative feedback…
How the Future of Customer Support is Becoming a Reality at FitBit and Salesforce
Customer Support was the focus of another informative San Francisco Customer Success Meetup session in March. It was hosted by…
Wootric & Google Cloud: Using Natural Language Processing (NLP) to Analyze Qualitative Feedback
Wootric has begun to leverage the Google Cloud Platform (GCP) to solve the challenge of qualitative feedback analysis for our…
Customer Health Score: Advice from Three Customer Success Experts
Customer success teams measure and track many key metrics. From SaaS platform usage to NPS, they are always analyzing data…
Product Managers: Why You Should Include Customer Success Milestones In Your User Flows
As a Product Manager, you develop user flows to chart how customers move from signup to successfully using your SaaS…