Blog Posts

The cost of acquiring new customers is far higher than retaining existing ones. In fact, the average customer acquisition cost (CAC) is around $606 per customer. Additionally, churn costs U.S. businesses $168 billion each year. But the average cost to simply retain a customer is only around $200. And your top 10% most loyal customers will spend twice as much as other customers....

Failing to follow the rules and regulations required of call centers can have serious consequences for your business. Non-compliance puts you at risk of: ❌ Costly lawsuits and fines. ❌ Negative publicity. ❌ Loss of customers. ❌ Halted operations....

Your customers expect fast responses and resolutions to their inquiries and complaints. In fact, 46% of customers expect a response within four hours, and 12% want a response within 15 minutes or less. Contact center key performance indicators (KPIs) like average handle time (AHT)...

Your call center is the heart of your business. It’s one of the ways your customers interact with your brand directly, and the service you provide has a huge impact on your overall customer experience. However, running a call center is expensive. For small businesses, a call center of just four people can cost more the $250,000 per year on average....

Poor customer service is detrimental to your business because it impacts how customers experience your brand. It could mean that you lose customers, and your bottom line will suffer as a result. In fact, 78% of customers have backed out of a purchase due to a poor customer experience....

The average contact center receives 4,400 calls a month. Sifting all of these to find the calls that matter is time-consuming and tedious. In fact, we’ve found that it can take more than 20 minutes to review a six-minute call. Luckily, this is where speech analytics can help. With the right speech analytics solutions, you can turn calls into greater insight to understand your customers better....

How will you know how your business and customer support team are performing if you don’t measure your customer service? It’s just as important to measure your customer service performance as it is cash flow and year-on-year growth. Tracking your customer service metrics can help you measure customer satisfaction and the speed with which you serve customer needs. ...

For years, companies have relied on surveys to gauge how customers feel about their experiences, with platforms like Qualtrics and Medallia leading the charge. But let’s face it—surveys are flawed. Response rates are low, feedback is delayed, and they often capture only a sliver of the customer base. ...

Being able to predict consumer behavior means you can continuously improve your business and product to drive customer satisfaction, loyalty, and retention. These factors are crucial if you want to grow your business and boost your revenue. So, how do you predict customer behavior? With the right data....

Quality Intelligence (QI) is the new term to describe the convergence of Quality Assurance (QA) and Voice of the Customer (VOC) programs. But rather than just another acronym, it’s a new way of thinking about how you measure and improve your customer service program....

There are currently over 300,000 fintech companies in an industry worth over $226 billion. With so much competition, it can be challenging for your fintech to stand out from the rest. One way you can differentiate yourself from your competitors is to provide excellent customer service....

In recent years, chatbots have become an integral part of customer service strategies for businesses across various industries. Love them or hate them – ok really, tolerate them or hate them – these AI-powered conversational agents have been a go-to solution for companies looking to streamline their customer support processes. But last week, something happened that called into question the once unimpeded rise of chatbots in the form of a US government fact sheet. ...

First, I’ll give credit where credit is due. There was a fantastic webinar from Gartner last week called “Stop Today's QA; Elevate to Quality Intelligence (QI)”. So I encourage you to watch the webinar, because a) this isn’t going to be a summary of someone else’s work and b) it has a ton of great points I’m not going to discuss here. But what I am going to discuss is the idea...

Customer dissatisfaction isn't a minor issue. In some cases, it can ruin your entire brand. Online complaints that can’t be removed could tarnish your reputation for good. And future customers will consider alternatives....

Your customer experience (CX) is everything. If your customers have a good experience with your brand, you drive customer loyalty and retention. More than 70% of consumers say a good experience is vital in influencing their loyalty to a brand. If they have a bad experience, you’ll have higher customer churn rates. In fact, 51% of customers will never ...

Artificial intelligence (AI) is transforming Customer Experience (CX) by redefining the way that businesses interact with their customers. From chatbots to predictive analytics, this technology is truly revolutionizing how organizations provide customer service. If your goal is to enhance customer satisfaction, loyalty, and retention, you can’t overlook the potential of AI to improve your CX....

Understanding your customers is vital to the success of your business. How do you keep your customers happy if you don’t understand how they feel about your brand, product, and customer service? However, understanding your customers is difficult. Humans are complex, with varying emotions and behaviors. ...

Your customer experience (CX) interactions are vital to your business. How will you know how your company is performing without them? However, if you’re dealing with hundreds (or even thousands) of customer interactions every day across multiple channels, it can become impossible to keep track of them. This makes it tough to extract insights from your engagements and use them to improve your CX. ...

If you want to deliver exceptional customer service (Customer Service), you need to coach your support agents. Your customer service agents have a big impact on your customer experience (CX). Without them, who will resolve issues quickly enough to turn unhappy customers into satisfied ones? In fact, for every $1 a company spends on a better customer experience, there’s a $3 return. This is why...

Regular customer service audits are crucial to delivering the best customer experience (CX). Around 80% of customers say that the experience a company provides is just as important as its products or services. Even if you provide excellent customer service, there is always room for improvement. Audits help you understand which areas of your customer service (CS) you could be better at....

Customer Contact Week 2024, set to take place in Las Vegas from June 3rd to 6th, is gearing up to be an important gathering for more than 5,000 professionals passionate about their work in customer experience....

You have a quality assurance (QA) process for your customer service team, but is it good enough? Are you: 👉 Struggling to get an overview of agent performance and overall customer experience (CX) quality? 👉 Unable to identify your most common customer service con, despite sifting through tons of customer interactions? 👉 Not providing your customer service agents with the timely feedback they need to improve your customer experience (CX)? 👉 Struggling to scale your current QA process as your number of agents increases?...

Your customer support team is the face of your business. If they don’t get their customer service interactions right, you may lose customers. In fact, 96% of customers will leave a brand due to poor customer service. Can you afford this kind of churn? Most businesses can't. The good news is that 70% of unhappy customers will stay with a company if customer service resolves their problems. But how do you get this right?...

Conversation summarization is the ability for a technology, now typically artificial intelligence (AI), to process vast amounts of textual or spoken data from interpersonal communications—such as meetings, phone calls, live chats, or email exchanges—and provide a brief summary that captures the main intents, issues......

There are more options for customers to get in touch with you than ever. And, the sheer volume of customer inquiries makes managing and understanding those conversations across all those different channels not even difficult – it’s literally impossible. But conversational intelligence platforms provide a solution: the ability to...

For this month's employee spotlight, we're talking to Christina Drum, our Head of CX who leads the Customer Experience Management (CXM) team. Last week Christina celebrated two years at Loris! Christina works in our New York City office and occasionally brings her doodle-mix Sunny to the office (he barks a lot but we love him anyway). We asked her ten questions to learn a little bit more about her and what she does at Loris. ...

An excellent customer service scorecard is the backbone of any customer service quality assurance (QA) program. Setting up a scorecard that results in tangible business improvements is difficult. You need to know which criteria impact customer satisfaction the most. And this only comes with experience. At Loris, we work with leading customer-centric brands, helping them to implement customer service scorecards and quality assurance processes. ...

Is your call center experiencing high levels of dropped calls or poor satisfaction scores from customers? If so, it might be time to consider implementing a customer service quality assurance (QA) program. In our experience, implementing an effective QA program using modern AI tools will help boost customer satisfaction scores (CSAT) by around a third. ...

The recent news about Klarna’s new AI assistant powered by OpenAI made some waves in the customer support and AI circles, and even beyond. Klarna made big claims about the the impact of this conversational AI: “The AI assistant has had 2.3 million conversations, two-thirds of Klarna's customer service chats It is doing the equivalent work of 700 full-time agents...

You’ve probably been thinking or hearing about customer insights. This abstract term is an all-encompassing idea that everything you need to know about your customers, your customer experience, and your customer service agent performance is just waiting for you. And while that’s true, it’s not always that easy. In this blog, we’re going to be exploring how to get started with...

For this month's employee spotlight, we're talking to Marek Grzybek, our Senior Fullstack Developer on our software engineering team. In March, Marek will be celebrating three years at Loris! He’s also a remote employee working from Poland, though he stops by the office every few months to say hi. We asked him ten questions to learn...

The customer service business process outsourcing (BPO) industry has been a key partner in helping businesses streamline their operations and provide top-notch support to their customers. This has been an especially critical role as businesses need to scale or add capacity quickly, whether due to newfound popularity or seasonal spikes. But the explosion of interest in and adoption of AI...

When you are trying to understand the customer experience (CX) maturity of an organization, Maslow’s hierarchy of needs is a useful analogy. To simplify it to death, before thinking of self-actualization needs (e.g., living a fulfilling and meaningful life), a person must meet their basic needs for physical survival (e.g., to fill their belly)....

There is a polarizing debate going on in our country right now – and yes – it’s about customer service quality assurance. Customer service professionals have a choice between two distinct and opposing approaches to how they handle QA. On one side are ...

Customer service metrics are a contentious issue. All businesses understand their importance in measuring exceptional customer service, but each metric has its strengths and weaknesses. And much like sports, each has a devoted fan base that is hard to shake from their existing beliefs....

We’re kicking off our inaugural employee spotlight and who better to lead us off than one of Loris’ most tenured employees Seth Levine. Seth is our Lead Machine Learning Scientist and also hosts the podcast “Learning from Machine Learning”. We sat down with Seth to ask him ten questions to get to know him better....

Studies show that if customers wait less than they thought they would, their satisfaction goes up more than 1.6 times. On the other hand, long wait times cause 52% of customers to stop purchasing from a company. In customer service, especially during busy seasons, businesses often face the challenge of managing customer frustration, particularly when it comes to long waits. ...

The problem is that there is no one perfect summarization of anything. What you summarize matters. Who you summarize for matters. And, most importantly, why you summarize matters....

Your customer support team is the heart of your business. It’s where you get invaluable feedback that you can use to improve your product and business to keep your customers happy. The feedback you get through your contact center can become actionable insights if you use it correctly....

Now, before you get all upset - I get it. Not every customer needs to have their handheld by an agent for every use case. And there is absolutely a place for chatbots, callbacks, switching voice calls to digital, better self-service content, etc. But just because these technologies exist, doesn’t mean every conversation should be deflected ...

Great customer service, quality, and experience aren’t simply goals for your business. They’re the currency by which organizations provide value to their customers. However, these goals aren’t always easy to measure, especially if you’re using a traditional quality assurance (QA) approach. A traditional approach involves spot-checking call, chat,...

This scary season, there’s a lot to be afraid of. Neighborhoods transform into cemeteries. Ghouls, witches, and monsters roam the streets to feed (mostly on candy). But all these are very obvious, intentionally overdone elements of Halloween, which because they are easily visible renders them less scary. What’s truly scary this time of year is what you don’t see – or even know about. And today, that’s AI bias....

The contact center is perhaps the most underappreciated part of most organizations. Unloved by customers. Labeled a “cost center” by execs. But in seemingly paradoxical fashion, “customer experience” has been put on a pedestal as a critical discipline by which businesses distinguish their products and services. How can these two contradictory concepts coexist?! ...

Both companies and customers often have misconceptions about the capabilities and limitations of chatbots. In this blog, we will explore the top six aspects that companies - and their customers - get wrong about using chatbots for customer service....

The pace of Generative AI adoption has created such a sense of urgency that businesses are adopting first and figuring out what it can do second....

Companies are hyperfocused on acquiring new customers. But the truth is that acquiring new customers is significantly more expensive than retaining existing customers......

Interactions with customer support are like a dance we don't know we're doing, but somehow know all the steps - and know them well....

Miscommunication between your customers and your contact center can be disastrous for your company. In fact, one study found that customer confusion significantly worsens negative word-of-mouth and reduces customers' likelihood of repurchasing your product....

If you are a leader in a CX organization, you probably have seen a lot of demos of AI capabilities that seem to really “get” the language of customer support in the past year - from more intuitive chatbots to tools that help agents write their messages according to brand tone. You have heard that what drives this magic is ChatGPT and Generative AI, and that this is about to change EVERYTHING. This post will explain the main concepts behind these developments without technical jargon. After reading it, you as a CX leader will understand: 1. what these concepts are 2. why they matter 3. how they are different from what existed before, and 4. what it means to you So, where is this all going? What will a customer service org look like in the near future?...

2023 has been a tough economic year for most, so welcome, budget pressure! ChatGPT is out (you’ve heard about it, right?). Customer expectations from CX also keep getting higher – let quality slide and you are opening the door for your competitor. So, where is this all going? What will a customer service org look like in the near future?...

Conversational Quality (CQ) is a metric that evaluates the ability of the agent to maximize customer satisfaction throughout a conversation....

Bill.com's Michelle Baur joins Christina Drum in in a discussion about the future of AI and its impact on CX. Listen to the discussion as they talk about: Michelle's Personal CX experience The Biggest Challenge CX Teams face today What AI looks like for them today and what to expect in the future AI empowering the roles of humans in CX The skills most critical for an AI partnered future And More!...

Pre-COVID, SaaS companies in particular relied on Product-Led Growth approaches. Customer Support was typically seen as a cost center rather than an essential part of retaining customers. Now that customers are more selective with where they spend their money, investing in the quality of your Customer Support team makes all the difference. But how do you know what your team needs to succeed, and how do you find information on what your customers want?...

Having a good conversation is a fundamental part of human interaction. It allows us to connect with each other, share ideas, and build relationships. Within the Customer Support world, constructing a good conversation is vital for agents and the company's well-being. But how do you know if a conversation is truly 'good'?...

The average person makes 35,000 decisions per day. From the moment we wake up, we’re faced with endless decisions - big and small - that require our immediate attention. ...

For any organization to grow, they need to secure their base... and the base is built on loyal customers that produce long term value and predictability....

Life moves fast in tech startup life, but even we were surprised at the rate of change and number of milestones and accomplishments achieved by our teams for our clients this year....

Let’s cut to the chase: customer service is a hard job. As an agent, you never know what’s waiting for you in the queue. A customer may have a quick and simple question…or maybe not....

In your CX organization, why do you perform Quality Assurance (QA)? To gain insight into agent performance? To measure customer sentiment? To enable better coaching to learn about outcomes and resolutions? To see the day-to-day with the agent lens - what’re they talking with customers about?...

Do you know how your customers feel during chat and email conversations? We know that CSAT really can’t provide the full story - these surveys are usually riddled with bias, and the best response rate you can hope for is around 30%....

We need to talk about something… and that something is the customer service chatbot 🤖. Chatbot customer service programs have become almost too popular to ignore.......

When customers reach out for support, it’s safe to say they’re looking for one outcome: a fast, simple resolution. And, assuming the business in question wants to maintain the customer......

I’m thrilled to share that we’ve raised $12 million in Series A funding led by Bow Capital, with participation from ServiceNow Ventures, along with our existing investors......

Nowadays, customers expect top-tier customer service. High-quality customer experiences are table stakes today for brands of all stripes. But that doesn’t make delivering them easy. ...

Every job change is a significant decision, and in discussing my next step to join Loris as Head of Product there are three reasons why the team and the story were such a strong pull for me. ...

Have you ever had a negative interaction with customer service? Do you steer clear of the brand that offers notoriously poor customer service and warn your friends to do the...

In an on-demand world, no one wants to wait. That includes your customers. It’s why live chat is integral to a customer-centric support program for any business...

Advancements in the field of AI and Machine Learning (ML), specifically Natural Language Processing (NLP), are revolutionizing the way we live an...

For over 20 years, CCW Digital — the global online community and research hub — has brought together the customer contact community for a...

Customer service interactions are about so much more than resolving complaints quickly. It’s also about saying the right thing at the right time. 86% of good customer service turns one-time clients into long-term ...

A colleague recently told me about a frustrating customer service experience she had with Airbnb. My colleague had rented what she believed...

Are your customers happy with their experiences to the point where they’ll choose you over your competitors? Customer satisfaction metrics like CSA...

To say that cryptocurrency has entered the mainstream should not be a shocking statement to anyone. Over the past nine months, Bitcoin, Ethereum...

The old adage of “the customer is always right” may not always hold true, but what does is the absolute need for customer empathy. The ability to listen...

Digital transformation is real. The relationship between companies and customers has changed more over the last year than arguably the 100 years...

We spend a lot of time talking with Customer Experience (CX) leaders about the challenges they face. Everything from scaling their teams to...

Last week, our CEO and Head of Product — Etie Hertz and Tadzio Smith — had the opportunity to participate in a Zendesk Startup Central event wher...

2020 has been a trying year. Everyone is worn out and patience is running thin. With e-commerce experts projecting a ‘Shippageddon’ over the holiday...