• You have to ask your clients about your customer service level, or you won't know where you can improve.
  • Average first response is the most important metric when it comes to customer satisfaction.
  • It's crucial to communicate with your clients, even when you don't have the answers right away or the best news.

At the beginning of each year, companies start coming out with all kinds of reports based on the previous year. The most interesting one I’ve seen so far is from a company called LiveChat.

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