Blog Insocial

In a time when customers have increasingly high expectations of the service they receive, companies are forced to continually improve and evolve their approach to customer service. This applies not only to providing quick solutions but also to ...

91% of dissatisfied customers will not return to you. Customer satisfaction is therefore crucial for a company's success and for achieving loyal customers and increasing growth rates. But how do you really find out if your customers are satisfied ...

Churn rate is a measure of the number of individuals or items that leave a collective group over a certain period of time. In business, this is about the number of customers who leave your organisation. This makes it one of the most important ...

When you automate feedback through an external tool, such as Insocial, you will also receive a monthly CX report in addition to the feedback received. These reports are very helpfull to see everything at a glance and to keep the overview. In ...

Each generation has grown up with different technologies and social movements. Knowing these differences and understanding preferred channels is an important part of CX strategy. What exactly are the preferred channels of each generation, and how ...

In the world of customer contact and customer experience CSAT is a well-known concept. It is a KPI that measures how satisfied your customer is with a product, service or a specific moment in the customer journey. But why is this so important? And ...

Customer retention is not considered as a priority in most cases. Companies often look more at how to attract new customers. But did you know that retaining customers is much cheaper than attracting new customers? Customers who have already ...

You come across it more and more often. Companies switching from an SLA (Service Level Agreement) to an XLA (eXpercience Level Agreement). You will probably ask yourself: do I have to undergo this change as well? And what exactly are the differences ...