Metrigy report recognizes NICE’s self-service for delivering top customer sentiment scores and proven business success
NICE announced that it has been recognized as a MetriStar Top Provider in the Customer Self-Service Knowledge Bases category from a total of 22 companies evaluated. The Metrigy report is based on both customer ratings of providers and quantitative metrics and correlates the products and services evaluated with measurable business success. NICE’s top positioning is the result of high customer sentiment scores and customer documented business success through the use of its products and services by evaluated customers.
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The evaluations driving NICE’s winning position were performed as part of Metrigy’s Customer Experience MetriCast 2022 research that assesses business success correlated with customer sentiment. Business success is assessed via data showing before-and-after changes in business metrics (revenue, costs, customer ratings, and agent efficiency) resulting from the use of customer self-service knowledge bases. The study connects customer sentiment by appraising areas such as AI/machine learning, response times to problems and questions, platform reliability, product or service value, technical features, integrations with other key applications and ease of managing content.
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Robin Gareiss, CEO & Principal Analyst, Metrigy, commented, “Self-service is one of the fastest-growing technology areas within the customer experience. CX leaders are pairing knowledge bases with other technologies, such as AI-enabled virtual assistants to guide customers to successfully address their issues. They also embed AI and machine learning into the knowledge base so it learns and automatically updates content as needed. NICE not only earned positive ratings and business success scores from research participants, it earned the top business success score of the entire 2022 MetriStar Top Provider program for CX.”
Paul Jarman, CEO, NICE CXone, commented, “Customer experience begins even before customers reach out for support. From the very first internet or website search, customers are already building their perception of the experience and translating it into brand loyalty. Having the ability to independently resolve issues and access answers is critical from the very first instance in today’s digital era. We innovate to deliver frictionless customer experiences wherever the customer journey begins and are pleased to see our efforts recognized in this report. We remain committed to helping organizations build long lasting relationships with their customers through innovation.”
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