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Understanding the effort a customer needs to make in order to find information or get a resolution, is an important indicator of the efficiency of your customer service, and should be measured as your brand’s Customer Effort Score, or CES.
In this guide, we partner with Nicereply to take a deep dive into CES and why it's quickly becoming the cornerstone metric for measuring and improving customer service.
Here’s an overview of the important topics covered in the guide:
Why CES works, and how it compares to CSAT and NPS
How to implement CES and adopt it across your organization
Reading and benchmarking the results of a CES Survey
Creating an action plan to improve your CES
Real-world examples of companies finding success with CES
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