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Customer Effort Score (CES) is one of the ways to measure customer satisfaction. CES explains the efforts a customer has to put into resolving an issue. For instance, if a customer has to go through multiple agents to get a query solved, then it will convert into bad CES score. In addition, CES score can be significantly improved by allowing self-service and eliminating redundant steps in the process of availing customer support services, product discovery, etc. Chatbots are believed to boost CES scores dramatically as they stay available 24/7 to attend and assist customers. However, keeping the concept of CES in mind, it's highly recommended to optimise the length of conversational flow so that customer efforts can be reduced while tasking assistance from the chatbot.
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