How do you measure the customer experience?

Customer experience (CX) can be measured in a number of different ways. Two popular industry metrics, customer satisfaction score (CSAT) and net promoter score (NPS) can be gathered via surveys and user-feedback forms. However, while CSAT and NPS can guide an org’s CX strategy, they don’t paint the complete picture. 

Live feedback via user-friendly chat solutions and customer support portals allow companies to improve CX in real-time. After all, the only thing better than correcting a customer service issue is to prevent it from occurring in the first place!