Customer experience

Customer experience encompasses every interaction a customer has with a business, shaping their overall perception and satisfaction.

What is customer experience?

Customer experience refers to the sum of all interactions a customer has with a business throughout their journey. It includes every touchpoint, from initial awareness to post-purchase support, and plays a crucial role in shaping the customer's perceptions and satisfaction levels.

Why is customer experience important for businesses?

A positive customer experience is essential for building customer loyalty and fostering long-term relationships. It can lead to repeat business, positive reviews, and recommendations, while a negative experience can result in lost customers and damage to a brand's reputation.

What role does technology play in customer experience?

Technology plays a significant role in shaping customer experience by enabling businesses to offer efficient, personalized, and convenient interactions. Tools like Neople's digital coworkers can assist in providing timely and accurate support, freeing up human agents to focus on more complex and relationship-building tasks.

Neople's monthly newsletter on AI and the teams that use it

Thank you! Your submission has been received!

Oops! Something went wrong while submitting the form.

Share this post

https://www.neople.io/glossary/customer-experience

AI agent

An AI agent is an autonomous entity that perceives its environment, makes decisions, and takes actions to achieve specific goals, often improving over time through learning.

AI chatbot

An AI chatbot is a software application that uses artificial intelligence to conduct human-like conversations through text or voice interactions.

AI in customer service

AI in customer service involves the use of artificial intelligence technologies to improve and automate customer interactions, making service more efficient and personalized.

AI ticketing

AI ticketing involves using artificial intelligence to automate and streamline the process of managing customer support tickets, improving efficiency and response times.

AI workflow

AI workflow refers to a structured sequence of processes and tasks powered by artificial intelligence, designed to automate and optimize various business operations.

Accuracy rate

Accuracy rate measures how often a system, such as a digital coworker, provides correct responses or completes tasks without errors.

Agent utilization rate

Agent utilization rate measures the percentage of time customer service agents spend actively engaged in handling customer inquiries relative to their total available work time.

Agentic AI

Agentic AI refers to AI systems capable of autonomous decision-making and taking actions to achieve specific goals without human intervention.

Automated customer service solutions

Automated customer service solutions use technology to handle routine customer inquiries, offering quick and efficient assistance without human intervention.

Average Handle Time (AHT)

Average Handle Time (AHT) is the average duration taken by a support agent to resolve a customer inquiry, including talk time, hold time, and follow-up tasks.

Average Resolution Time (ART)

Average Resolution Time measures the typical duration it takes for customer support to resolve a customer inquiry or issue, indicating the efficiency of the support process.

CSAT

CSAT, or Customer Satisfaction Score, measures customers' satisfaction with a product, service, or interaction.

Upgrade your support by hiring a Neople

Increase customer satisfaction and make your support team’s jobs more fun. Meet Bob, Emily, or Max and find out how they can help you scale support.

Book a free demo

Cookie consent