{"id":619,"date":"2021-03-31T19:39:00","date_gmt":"2023-06-06T19:39:40","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=619"},"modified":"2023-07-17T04:39:49","modified_gmt":"2023-07-17T04:39:49","slug":"customer-effort-score-cracks-the-top-5-most-measured-service-metrics","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/customer-effort-score-cracks-the-top-5-most-measured-service-metrics\/","title":{"rendered":"Customer Effort Score Cracks the Top 5 Most-Measured Service Metrics"},"content":{"rendered":"\n<p>Are you measuring your customer effort score yet? Service professionals are now prioritising this key performance indicator (KPI) with the same importance as tried-and-true metrics like customer satisfaction, revenue, and customer retention, according to the latest findings from the Salesforce&nbsp;<a href=\"https:\/\/www.salesforce.com\/ap\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" adhocenable=\"false\" rel=\"noopener\">State of Service<\/a>&nbsp;report.&nbsp;<\/p>\n\n\n\n<p>Since we began&nbsp;<a href=\"https:\/\/www.salesforce.com\/blog\/new-customer-service-expectations-rewrite-playbook\/\" target=\"_blank\" adhocenable=\"false\" rel=\"noopener\">surveying service professionals<\/a>&nbsp;for the State of Service reports in 2016, this is the first year that customer effort has cracked the top five most-measured metrics. Today, the majority (60%) of service organisations track customer effort compared to 44% in 2018. That\u2019s a 37% increase year-over-year. Service professionals have clearly realised how much work a customer puts in to get the information they need matters.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><span>\u201c<\/span>60% of service pros today track customer effort compared to 44% in 2018, according to the Salesforce State of Service report. Are you one of them?\u201d<\/p>\n<\/blockquote>\n\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fcustomer-effort-score-cracks-the-top-5-most-measured-service-metrics%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Customer%20Effort%20Score%20Cracks%20the%20Top%205%20Most-Measured%20Service%20Metrics\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Customer%20Effort%20Score%20Cracks%20the%20Top%205%20Most-Measured%20Service%20Metrics&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fcustomer-effort-score-cracks-the-top-5-most-measured-service-metrics%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fcustomer-effort-score-cracks-the-top-5-most-measured-service-metrics%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Customer Effort Score Cracks the Top 5 Most-Measured Service Metrics\" https:\/\/www.salesforce.com\/ap\/blog\/customer-effort-score-cracks-the-top-5-most-measured-service-metrics\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<p><\/p>\n\n\n\n<p>So, what exactly is customer effort, how do you find your score, and what are the steps you can take to improve it?<br> <\/p>\n\n\n\n<h2 class=\"wp-block-heading has-large-font-size\" id=\"h-what-is-a-customer-effort-score\"><b>What is a customer effort score?<\/b><\/h2>\n\n\n\n<p>A customer effort score is a quantifiable measurement of the amount of work a customer puts in to get information they need or to reach a resolution on an issue.&nbsp;<a href=\"https:\/\/hbr.org\/2010\/07\/stop-trying-to-delight-your-customers\" target=\"_blank\" rel=\"noopener\">Harvard Business Review<\/a>&nbsp;introduced the idea of customer effort back in 2010 as something that is directly tied to customer loyalty.<\/p>\n\n\n\n<p>Consider some of the most frustrating customer service experiences that you\u2019ve had \u2014 they probably involved more steps and callbacks than expected. If a customer is transferred to multiple departments and has to repeat themselves several times, or they search your help centre only to have to reach out by chat or phone anyway, that\u2019s increased effort for the customer. The goal is to do the opposite: Ensure as little effort as possible.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><span>\u201c<\/span>Your customer effort score is directly tied to brand loyalty. Consider the work a customer has to put in to resolve an issue. Then, find ways to reduce their effort.\u201d<\/p>\n<\/blockquote>\n\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fcustomer-effort-score-cracks-the-top-5-most-measured-service-metrics%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Customer%20Effort%20Score%20Cracks%20the%20Top%205%20Most-Measured%20Service%20Metrics\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Customer%20Effort%20Score%20Cracks%20the%20Top%205%20Most-Measured%20Service%20Metrics&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fcustomer-effort-score-cracks-the-top-5-most-measured-service-metrics%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fcustomer-effort-score-cracks-the-top-5-most-measured-service-metrics%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Customer Effort Score Cracks the Top 5 Most-Measured Service Metrics\" https:\/\/www.salesforce.com\/ap\/blog\/customer-effort-score-cracks-the-top-5-most-measured-service-metrics\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<h2 class=\"wp-block-heading has-large-font-size\" id=\"h-how-do-you-measure-your-customer-effort-score\"><b>How do you measure your customer effort score?<\/b><\/h2>\n\n\n\n<p>Most organisations measure their customer effort score with follow-up surveys after a service interaction that might include questions like, \u201cHow easy did we make it to resolve your issue?\u201d Response options are on a multi-point scale (strongly agree, agree, neither, disagree, strongly disagree). To get your score, find the percentage of those who selected the \u201cagree\u201d options.&nbsp;<\/p>\n\n\n\n<p>Of course, there are other factors that contribute to customer effort beyond a survey. Average handle time (AHT), the amount of repeat calls, and the number of transfers can add to the hurdles that customers have to jump over to get their issue resolved. One way to gain insight into these areas is to review contact centre analytics to spot gaps and opportunities for improvement.&nbsp;<\/p>\n\n\n\n<p>Using a heat map to see where users navigate on your website is another good way to understand effort. Do patterns indicate that they easily find what they need on your help centre or customer portal? Review search terms to signal any gaps as well.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-large-font-size\" id=\"h-5-ways-to-improve-your-customer-effort-score\"><b>5 ways to improve your customer effort score<\/b><\/h2>\n\n\n\n<p>You can create a frictionless customer service experience \u2014 and improve your customer effort score \u2014 by giving customers what they need at the very first interaction. Take these steps:&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\" id=\"h-1-make-it-easy-with-self-service-options\"><b>1. Make it easy with self-service options<\/b><\/h3>\n\n\n\n<p>Reduce or eliminate the need for customers to contact a customer service representative with helpful, informative&nbsp;<a href=\"https:\/\/www.salesforce.com\/ap\/blog\/2020\/03\/self-service-updates-needed-during-crisis.html\" target=\"_blank\" rel=\"noopener\">self-service channels<\/a>, including your help centre, customer portal, and&nbsp;chatbots. Review search trends and have agents track requests to identify new patterns. Create knowledge articles based on recurring customer questions. Update your help centre and chatbot messaging. And be sure to revisit search engine optimisation (SEO) terms to ensure customers find your content first.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\" id=\"h-2-have-the-right-channels\"><b>2. Have the right channels<\/b><\/h3>\n\n\n\n<p>Customers use an average of&nbsp;<a href=\"https:\/\/www.salesforce.com\/ap\/resources\/research-reports\/state-of-the-connected-customer\/\" target=\"_blank\" rel=\"noopener\">nine channels<\/a>&nbsp;to engage with brands, and 76% prefer different channels depending on context. Survey customers to understand their channel preferences. Keep an ear to the ground: Are customers asking for service on another channel that you haven\u2019t considered yet? Stay up-to-date on emerging trends and technology as well, including new social media platforms and messenger apps. The more relevant channels that you have, the less customer effort is required.&nbsp;&nbsp;<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><span>\u201c<\/span>76% of customers prefer different channels depending on context, according to the Salesforce State of Connected Customer report. Keep an ear to the ground to understand your customer\u2019s channel preferences for service.\u201d<\/p>\n<\/blockquote>\n\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fcustomer-effort-score-cracks-the-top-5-most-measured-service-metrics%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Customer%20Effort%20Score%20Cracks%20the%20Top%205%20Most-Measured%20Service%20Metrics\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Customer%20Effort%20Score%20Cracks%20the%20Top%205%20Most-Measured%20Service%20Metrics&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fcustomer-effort-score-cracks-the-top-5-most-measured-service-metrics%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fcustomer-effort-score-cracks-the-top-5-most-measured-service-metrics%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Customer Effort Score Cracks the Top 5 Most-Measured Service Metrics\" https:\/\/www.salesforce.com\/ap\/blog\/customer-effort-score-cracks-the-top-5-most-measured-service-metrics\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\" id=\"h-3-speed-up-resolutions-with-workflows\"><br><b>3. Speed up resolutions with workflows<\/b><\/h3>\n\n\n\n<p><a href=\"https:\/\/trailhead.salesforce.com\/en\/content\/learn\/modules\/service_case_class\" target=\"_blank\" rel=\"noopener\">Preconfigured workflows<\/a>&nbsp;guide agents through processes to reach resolutions faster. For example, they can help agents report an error on a customer\u2019s billing statement. Intelligent workflows also work on self-service channels to walk customers through simple processes on their own, such as how to initiate a return.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\" id=\"h-4-connect-your-data\"><b>4. Connect your data<\/b><\/h3>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/ap\/resources\/research-reports\/state-of-the-connected-customer\/\" target=\"_blank\" rel=\"noopener\">Seventy-six percent<\/a>&nbsp;of customers expect consistent interactions across departments, but 53% say it generally feels like sales, service, and marketing don\u2019t share information. Create a&nbsp;<a href=\"https:\/\/www.salesforce.com\/ap\/solutions\/customer-360\/\" target=\"_blank\" rel=\"noopener\">single source of truth for data<\/a>&nbsp;that connects teams and technology for a holistic view that goes well beyond service interactions. This way, if a high-value B2B customer reaches out with a problem, the agent has access to details on the relationship and may choose to loop in a sales rep.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><span>\u201c<\/span>76% of customers expect consistent interactions across departments, but the reality is that 53% feel like sales, service, and marketing don\u2019t share info, according to the Salesforce State of Connected Customer report.\u201d<\/p>\n<\/blockquote>\n\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fcustomer-effort-score-cracks-the-top-5-most-measured-service-metrics%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Customer%20Effort%20Score%20Cracks%20the%20Top%205%20Most-Measured%20Service%20Metrics\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Customer%20Effort%20Score%20Cracks%20the%20Top%205%20Most-Measured%20Service%20Metrics&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fcustomer-effort-score-cracks-the-top-5-most-measured-service-metrics%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fcustomer-effort-score-cracks-the-top-5-most-measured-service-metrics%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Customer Effort Score Cracks the Top 5 Most-Measured Service Metrics\" https:\/\/www.salesforce.com\/ap\/blog\/customer-effort-score-cracks-the-top-5-most-measured-service-metrics\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\" id=\"h-5-assign-the-right-agent\"><br><b>5. Assign the right agent<\/b><\/h3>\n\n\n\n<p>When customers&nbsp;<a href=\"https:\/\/www.salesforce.com\/blog\/employee-engagement-and-customer-service-trends\/\" target=\"_blank\" rel=\"noopener\">connect with someone with the best skill set<\/a>&nbsp;to solve their specific problem, whether that be institutional knowledge or a deep understanding of a process, the likelihood of a resolution increases. Try a&nbsp;<a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/features\/workforce-engagement\/\" target=\"_blank\" rel=\"noopener\">workforce engagement solution<\/a>, which can be integrated across your service channels to automatically analyse case data and assign the right agent. It can also predict demand based on volume across channels, geographies, and expertise.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\" id=\"h-6-stay-proactive\"><b>6. Stay proactive<\/b><\/h3>\n\n\n\n<p>Artificial intelligence (AI) helps in a number of ways to cut down on customer effort. AI analyses data and offers recommended next steps for agents, such as follow-up questions, opportunities to up-sell, and ways to continue the engagement (for example, attaching a special offer to a customer\u2019s profile). AI-powered chatbots deliver personalised responses to common questions. And, you can use AI on your website to recommend other relevant knowledge articles and content based on what a customer has already viewed on your help centre.<\/p>\n\n\n\n<p> <span id=\"authorRoot\" path=\"\/content\/blogs\/sg\/en\/authors\/\"><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Service teams are measuring how much work it takes for a customer to get the information they need. Here&#8217;s how to improve customer effort score.<\/p>\n","protected":false},"author":1,"featured_media":618,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"d93de198cf774d55b6ed322343a511d1","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[2,10,54,8],"sf_content_type":[],"coauthors":[151],"class_list":["post-619","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-service-cloud","sf_topic-customer-service","sf_topic-research","sf_topic-customer-relationships"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Customer Effort Score Is Now a Top-Measured Service Metric - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/ap\/blog\/customer-effort-score-cracks-the-top-5-most-measured-service-metrics\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Effort Score Cracks the Top 5 Most-Measured Service Metrics\" \/>\n<meta property=\"og:description\" content=\"Service teams are measuring how much work it takes for a customer to get the information they need. Here&#039;s how to improve customer effort score.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/ap\/blog\/customer-effort-score-cracks-the-top-5-most-measured-service-metrics\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2023-06-06T19:39:40+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-07-17T04:39:49+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2023\/06\/epayments.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"500\" \/>\n\t<meta property=\"og:image:height\" content=\"281\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Mark Abramowitz\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Mark Abramowitz\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/customer-effort-score-cracks-the-top-5-most-measured-service-metrics\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/customer-effort-score-cracks-the-top-5-most-measured-service-metrics\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/#\/schema\/person\/image\/b60c827fbbda9b25765898c53c2e9be5\"}],\"headline\":\"Customer Effort Score Cracks the Top 5 Most-Measured Service Metrics\",\"datePublished\":\"2023-06-06T19:39:40+00:00\",\"dateModified\":\"2023-07-17T04:39:49+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/customer-effort-score-cracks-the-top-5-most-measured-service-metrics\/\"},\"wordCount\":1067,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/customer-effort-score-cracks-the-top-5-most-measured-service-metrics\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2023\/06\/epayments.jpg\",\"inLanguage\":\"en-SG\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.salesforce.com\/ap\/blog\/customer-effort-score-cracks-the-top-5-most-measured-service-metrics\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/customer-effort-score-cracks-the-top-5-most-measured-service-metrics\/\",\"url\":\"https:\/\/www.salesforce.com\/ap\/blog\/customer-effort-score-cracks-the-top-5-most-measured-service-metrics\/\",\"name\":\"Customer Effort Score Is Now a Top-Measured Service Metric - 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