Measuring the success of digital channels via KPIs

Measuring customer success

To also make the success of your entire digital engagement project measurable, we offer a variety of parameters, such as conversion rate, handling times, call and email prevention.

Current customer satisfaction is also an important indicator for making your digital customer dialog a success. We can have these evaluated by the customer directly after the chat in a dialog box, as well as by the agent, who can evaluate the chat dialog at the end in terms of course and content.

Overall, these measurements help improve the entire digital engagement process. In the process, they also lead to:

  • Increase of the upsell potential
  • Higher agent availability
  • Reduced costs per dialog
  • Increase the conversion rate
  • Increase of FCR (first contact resolution)