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December 18, 2022
Lauren Strapagiel
Live Chat

13 Live Chat Support Metrics to Measure and Improve Your Chat Strategy

Find out which metrics help you make stronger decisions about your ecommerce site's live chat.

December 6, 2022
Ryan Baum
Customer Service Measurement

12 Best Metrics To Track Customer Satisfaction (Before It's Too Late)

Monitoring customer satisfaction can help your ecommerce brand reduce churn, net repeat purchases, and grow — and CSAT is not your only option.

December 4, 2022
Ryan Baum
Customer Service Measurement

11 Best Practices To Improve Response Rates in NPS Surveys

Net Promoter Score (NPS) is a metric used in customer experience to measure the loyalty of a customer to a company. Here’s how to evaluate & improve your NPS.

November 30, 2022
Jordan Miller
Customer Service Measurement

How To Lower Average Response Times to Meet Customer Expectations

Average response time or ART is the average time a customer has to wait for a response.

September 22, 2022
Bri Christiano
Customer Service Measurement

A Complete Guide to Resolution Time: How to Measure and Lower

Resolution time is a metric to measure how quickly you resolve customer issues. See how your support resolution time stacks up.

September 20, 2022
Ryan Baum
Customer Service Measurement

What Is Ecommerce Retention Rate? (And How To Improve It)

The average ecommerce retention rate is 31%. Learn how to calculate your customer retention rate and find out how to improve this metric here.

September 16, 2022
Bri Christiano
Customer Service Measurement

9 Ways To Improve Your CSAT Score and Response Rate

Customer satisfaction is an important metric for brands because it provides insight into data such as customer loyalty, churn, and more. Find out how to improve your CSAT score here.

September 2, 2022
Jordan Miller
Customer Service Measurement

Why Customer Service Is Important for Growing Your Business

Customer service is important for driving sales, spreading brand awareness, and customer retention.

August 26, 2022
Jordan Miller
Customer Service Measurement

25 Customer Support Metrics To Measure Your Team’s Impact & How to Calculate

Review our most recommended customer support metrics to make sure your support team is healthy and improving.

August 25, 2022
Ryan Baum
Customer Service Measurement

Ecommerce Churn Rates: Measure and Reduce Lost Customers and Revenue

Churn rate is an important part of growing a sustainable ecommerce business. Learn how to calculate it and ways to keep your rate low (and your customers happy).