Which metrics should customer support management analyze to provide proactive communications and address low CSAT scores? (Choose 2)

To effectively provide proactive communications and address low Customer Satisfaction (CSAT) scores, it's essential to understand where potential issues lie and how they develop over time. Focusing on escalated cases gives insight into which customer interactions require more immediate and higher-level attention. Analyzing escalated cases month-to-date allows management to identify patterns in customer frustrations or service breakdowns. This understanding can lead to targeted communications that help manage customer expectations and improve overall satisfaction.

In conjunction with escalated cases, high-priority cases opened by account month-to-date also play a critical role. These metrics highlight cases that are deemed urgent, suggesting a higher likelihood of impacting customer satisfaction. By monitoring these cases, support teams can prioritize their resources effectively, ensuring that they address the most pressing issues quickly. This proactive approach can help minimize negative experiences and improve overall CSAT scores.

Thus, focusing on escalated cases and high-priority cases provides customer support management with the insights necessary to develop strategies for improving service delivery and customer interactions, ultimately leading to enhanced customer satisfaction.