CSM Magazine

NOVEMBER 11, 2020

The 2021 Customer Support Trends Report shows how the COVID-19 pandemic is impacting support leaders’ annual plans and identifies conversational support as a key strategic area of investment in 2021. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations.

Customer Support 52

Customer Support B2C Chatbots B2B 52

Squelch

DECEMBER 17, 2019

the provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, announced today that it has been declared a finalist in the international Cloud Computing Awards program, The Cloud Awards. Additional Resources.

Upselling 80

Upselling SaaS Best practices Customer Support 80

SmartKarrot

APRIL 13, 2020

Growing at the same pace, a report from BetterCloud had anticipated that 73% of the organizations will have all SaaS apps by 2020. In this blog we’ll talk about SaaS business and top 50 SaaS companies in 2020. 69% of enterprise companies say that majority of the apps will be SaaS by 2020. Customer Support.

SaaS 19

SaaS Engineering APIs Analytics 19

Fonolo

DECEMBER 2, 2015

Updated June 2020. In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). Handpicked related content: 4 Metrics Your Call Center Needs to Track in 2020.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

CCNG

OCTOBER 19, 2022

(Gartner, 2022) Customer experience is a ‘significant’ or ‘critical’ priority for 69% of organizations. 77% have a centralized customer experience group, and 68% have a senior executive in charge of customer experience across products and channels. Oracle, 2011) Customers who had a very good experience are 3.5x

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Comm100

NOVEMBER 23, 2020

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. Without further ado, here are our top 9 help desk software and email ticketing solutions in 2020.

Chatbots 52

Chatbots Enterprise CRM Customer Support 52

Comm100

FEBRUARY 1, 2023

In 2020, COVID-19 restrictions meant that the open house couldn’t proceed as usual. Freshdesk Messaging Headquartered: San Mateo, United States Founded: 2011 Freshdesk offers live chat solutions designed to integrate with other Freshworks products, with customers that include University of Adelaide, Pearson, USC, and Wake Forest University.

Education 91

Education Wait times Personalization Surveys 91