How can companies measure the ROI of integrating virtual communication tools into their customer experience strategy, and what key performance indicators should they track to ensure success in maximizing customer satisfaction and loyalty?

Companies can measure the ROI of integrating virtual communication tools into their customer experience strategy by tracking metrics such as customer satisfaction scores, customer retention rates, and increase in sales or revenue. Key performance indicators to track include response time to customer inquiries, resolution rates, customer engagement levels, and Net Promoter Score. By monitoring these KPIs, companies can ensure success in maximizing customer satisfaction and loyalty through the use of virtual communication tools.