-
Products
Low-code platform
-
Studio
Effortlessly build custom solutions
and processes using low-code tools -
Portal
Collaborate with clients, partners
and employees on a low-code platform -
Business apps
Out-of-the-box solutions to extend
platform functionality
CRM -
Studio
-
Services
Support
-
Technical support
Get expert help and guidence for the best
experience with the platform -
Customer success management
Perceive rock-star customer service
with a dedicated success manager -
Implementation and consulting
Get pro advisory and integration support
from industry gurus
Resources-
Self-service portal
Get answers to your requests with
a comprehensive knowledge base -
Documentation
Explore limitless platform capabilities
with detailed documentation -
Community
Connect with peers and share
your expertise
Academy-
Trainings
Creatio knowledge hub: e-learning,
guided learning and corporate training -
Certification
Get accreditation for your
knowledge and professional skills
-
Technical support
-
Industries
Industry solutions
- Customers
-
Partners
Creatio partner ecosystem
-
Partner benefits
Award-winning partner program
with up to 50% partner margins -
Become a partner
Grow your business with a leading
Low-code BPM and CRM vendor
-
Partner catalog
Global community of 600+ partners
from all around the world -
Partner services
Integration and advisory services
from leading technology companies
-
Success portal
Single portal to manage
your marketing and sales -
Marketplace
Ready-to-use apps and vertical solutions
to extend platform functionality
-
Partner benefits
- Insights
-
About
Company
-
About
Key facts about Creatio, our customers,
partners and products -
Recognition
Product and corporate awards
and recognition -
Contacts
Company offices and contact
information
-
Our story
How we build the world where
everyone can become a developer -
Our values
Values that shape the way we do
business -
Careers
Become a part of our team to help more
businesses around the world accelerate
News & Events-
News
Recent updates on product development, news
on the Creatio partner and customer community -
Accelerate global
Worldwide 24-hour livestream conference
for IT and digital leaders -
Digital events
Digital events on how to navigate through change
and transform your business using low-code
-
About
Smart metrics to streamline the service processes
While the service industry digitalizes with an emerging tempo, customers tend to engage with companies in cross-channel journeys. For instance, about 15% of customer support activities were carried out from mobile devices in 2015 and more than a half have visited the web before calling. By 2018, this number is going to increase and every 20th request will be submitted through different channels. With innovations in ecommerce and other industries, customers want to experience the ominchannel approach in customer support as well, so it provides the same convenience as the cross-channel shopping. Moreover, customers want to get their requests answered quicker and more efficiently, avoiding the disconnected experience which is one of the leading causes of high operating expenses and missed sales opportunities.
At the same time, analysts predict that the future is after the interplay of the customer service processes and smart metrics which help in keeping track of customer satisfaction index and CEC efficiency. These metrics include such essential numbers as the number of clients lost in a certain period, the percentage of customers lost in a certain period as well as the value of recurring business lost or percentage, first contact resolution rate, purchase frequency and others.
Just 57 percent of call centers remain voice only in 2015, therefore, in the nearest future call centers are going to be transformed into customer engagement centers, which have two more complex objectives: providing support through various offline and online communication channels and accommodating client’s individual preferences. This approach will help companies deliver results that are beneficial to both - the customer and the business and allow adjust processes without affecting the core systems and principles of the organization.
Apart from omnichannel communication, the “You have only one chance to give a good first impression” strategy will gain momentum in building a consistent and seamless customer and agent experience in the upcoming years. Though most clients are ready to give a company at least one more chance after receiving a poor service before they consider switching, 37 percent decide to switch immediately after the poor customer service experience. That’s why it is crucial to rationalize this process from the first point of interaction, regardless of the communication channel.
After conducting an in-depth analysis of the service industry trends, we carried out a metrics-based study, which will help you build an outstanding customer service experience and eventually increase loyalty. The study includes the research results that prove CEC to be most efficient solution for fast-growing companies. It also highlights the key benchmarking statistics of users’ behavior while interacting with companies.
You might also like

- Low-Code
Creatio
January 14, 2021

- Leadership
As the holidays are fast approaching, Creatio is continuing its yearly tradition of g
December 03, 2020

- CRM
In 2020, it is more important than ever for businesses to think strategically about their t
August 04, 2020