ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. So, the question that arises is: How to reduce churn and improve retention with SaaS customer service?

SaaS 83

SaaS Customer Service Customer Support Best practices 83

ProProfs Blog

OCTOBER 25, 2017

The quality of customer support not only plays a big role in the profitability of a company but also determines the number of loyal customers. As recent reports suggest, 55% of customers are willing to pay more for a better experience. Website Based Customer Support. Tool Based Customer Support.

Customer Support 150

Customer Support call center software Analytics Call Center 150

ProProfs Blog

DECEMBER 6, 2019

Customer service and customer support may seem like semantics; even Google does not make a difference in them. Each of these terms is customer-facing disciplines, but they cannot be used in place of the other. So, what can you do to get these Customer Satisfaction Score (CSAT) up?

Customer Support 146

Customer Support Customer Service Customer centricity Chatbots 146

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. It is because as they kept acquiring new customers, they overlooked the existing ones! As a result, customers churned and the firm couldn’t do anything about it. If not, start focusing on customer retention. Yet, success remained elusive.

SaaS 52

SaaS Customer retention Metrics B2B 52

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Video content and ads.

B2B 117

B2B Journey mapping SaaS Engineering 117

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Enterprise 105

Enterprise Customer Support SaaS Sales 105

aircall

FEBRUARY 2, 2018

Loom — Quick and Easy Video Tutorials. Create a short — 10 min or less — video, give it a title, and send the shareable link. Videos are all recorded (and watched) in browser. The only downside is the free plan only lets you keep videos for a set number of days, but depending on usage, a paid plan might work well for your team.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

CustomerSuccessBox

JULY 2, 2019

Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow. In the previous blog , we covered the first topic of discussion: Moving from reactive support to proactive success. Customer Support.

SaaS 66

SaaS B2B Education Metrics 66

JivoChat

AUGUST 10, 2023

These include email marketing, blogging, social media marketing, and guest posting. Product comparison blog posts Great for: Boosting SERP ranking potential, raising domain authority scores, generating quality B2B leads, and nudging MoFu and BoFu leads to conversion. Here are six examples to help inspire you: 1. Easy and effective!

Sales 75

Sales Marketing SaaS Construction 75

Nicereply

SEPTEMBER 9, 2019

In this article, let’s re-imagine how you present your support channels to create a low-effort, highly-personalized experiences without context switching. Where are your customers? If you offer a mobile app and a SaaS platform, the answers are different than if you produce a retail product or an IoT device. Use your data.

Customer Support 65

Customer Support SaaS Customer effort Customer centricity 65

Totango

MARCH 8, 2022

Joining a customer success community usually is a simple matter of registering, but some communities may require administrator approval to join. Any individual or company can start a customer success community. Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts.

Best practices 117

Best practices SaaS B2B Marketing 117

AskNicely

OCTOBER 18, 2015

Wipster is a fast growing SaaS business delivering their intuitive video review and approval platform to thousands of users across global brands such as Tesla, Shimano and Shopify. Wipster is obsessed with customer happiness. How Wipster Drives Customer Happiness. Add value to their lives.

Feedback 60

Feedback SaaS Marketing Sales 60

ProProfs Blog

JULY 10, 2019

Technology plays a major role in the future of customer support. 10 Changes Technology Will Bring to Customer Service in Future. SaaS Leads the Changes. SEO Will Play a Greater Role in Customer Support. Customer Support Technology Will Be a Competitive Differentiator. SaaS Leads The Changes.

Technology 79

Technology Customer Service SaaS Customer Support 79

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. It is trusted by 92% of consumers. How a CSAT survey can look like. Image by Retently.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

aircall

NOVEMBER 4, 2016

Computer telephony integration enables video and conference calling, whisper coaching, and file transfers. Helping your own customers succeed benefits your business, so your provider must display similar investment. The right provider will keep their SaaS model up to date and proactively provide you with the tools you need.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

Nicereply

JULY 13, 2021

For this article, I spoke with six customer support and success leaders from various industries with different product offerings so they can share techniques you can use to make your team successful. Regis Eloi is the former Director of Customer Support at Salsify. Susana de Sousa is the Senior Manager of Support at Loom.

B2B 98

B2B B2C SaaS Technical Support 98

Mindtouch

OCTOBER 8, 2017

Planview is a software-as-a-service (SaaS) company and the industry leader in work and resource management software. They’re also a proud MindTouch customer. A common use case for MindTouch clients is converting training, how-to, or LMS content into an effective self-service experience that serves as Customer Education.

Education 48

Education Self service SaaS Customer Support 48

SmartKarrot

APRIL 13, 2020

SaaS companies have transformed the way global businesses work. Ever since its inception in the 1960s, SaaS has evolved from a mere time-sharing system to innovative and efficient applications that can be accessed on multiple computers. In this blog we’ll talk about SaaS business and top 50 SaaS companies in 2020.

SaaS 19

SaaS Engineering APIs Analytics 19

SmartKarrot

AUGUST 29, 2022

Getting fired up about SEO (Search Engine Optimization) or social media is sometimes challenging as a SaaS business. The fundamentals of delivering an excellent product and keeping customers happy give any company staying power. Here are 14 key lessons that SaaS businesses can learn from Netflix, which we have detailed below.

SaaS 10

SaaS Engineering Advertising B2B 10

ProProfs Blog

AUGUST 21, 2020

Read this blog to learn how you can build an organizational culture around empathy and embrace healthy competition. Putting Yourself in Your Customer’s Shoes. But when a customer comes running in with an issue, will empathy be enough? Here is a great example of what our customers think of our support process.

Sales 158

Sales Morale Personalization Scripts 158

Nicereply

MARCH 7, 2019

” With International Women’s Day right around the corner, on March 8th, we figured it was an excellent time to give credit to some of the amazing women in the customer support, success, and experience world. Sarah has done tons of amazing work for the modern support industry. Natalie Keshlear. Sarah Hatter. Abby Armada.

Engineering 94

Engineering Customer Support SaaS Personalization 94

UJET

APRIL 21, 2020

Vasili joins UJET with more than two decades of experience in the contact center, unified communications (UC), telecom, and SaaS industries. CRM integrations are unique, far-reaching, and deliver on what customers have asked for years. And lastly, the mobile-first experience is what people want and where customer support is going.

Contact Center 72

Contact Center SaaS Engineering CRM 72

aircall

NOVEMBER 4, 2016

Computer telephony integration enables video and conference calling, whisper coaching, and file transfers. Helping your own customers succeed benefits your business, so your provider must display similar investment. The right provider will keep their SaaS model up to date and proactively provide you with the tools you need.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54

CustomerSuccessBox

JUNE 13, 2019

Manager – Customer Success, Synup ). In the SaaS world, the sales and marketing departments just bring in customers. In fact, before a customer is acquired, it is the burn cycle while after the customer has been acquired, the earning cycle starts. Here is the complete video of the discussion: ? ?.

SaaS 45

SaaS Sales Customer Support Upselling 45

ProProfs Blog

AUGUST 19, 2020

To ensure that employees absorb Amazon’s philosophy, which is to listen to the customers. Therefore, if your business is in the process of developing some astounding customer service policies, this blog will offer the help you need. Understanding Customer Service Policies and Procedures. Let us get started! Stay tuned! .

Customer Service 158

Customer Service Airlines Customer centricity Accountability 158

CustomerSuccessBox

APRIL 19, 2022

Enables a comprehensive view of every customer interaction across separate channels that give insights into a customer’s movement, and time spent at a touchpoint and helps detect pain points from a customer’s point of view. Why is it important to have Customer Journey Analytics? Onboarding Stage. Adoption Stage.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

Totango

APRIL 30, 2021

Developing marketing content for blogs, social media and video platforms. Customer support for sales transactions. When you add up all the factors which go into acquisition, the cost of customer acquisition quickly becomes expensive. Try it free to experience today’s cutting-edge customer success tool for yourself.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

JivoChat

MAY 31, 2023

Besides, having a website adds credibility to a company, and makes it easier for customers to find you online. A website builder is a service offered by many software-as-a-service (SaaS) companies that enable people to create their own pages online without having code or design skills. What Is a Website Builder?

Analytics 75

Analytics Engineering Real estate Marketing 75

JustCall

APRIL 20, 2023

However, owing to the following, its users have started looking for better alternatives: Technical glitches Bugs Constant installation and reinstallation This is why, in this blog, we will explore the top 8 CloudCall competitors for 2023, and talk about how to choose a VoIP provider in detail to help you make an informed decision for your business.

voip 52

voip CRM call center software Interactive Voice Response 52

Nicereply

AUGUST 11, 2020

If you’re a person that loves helping, finding a career in customer support can feel like a dream come true. Build evergreen content and resources for customers (and other organizations) to use for education and drive rapid product adoption. Pleasant and straightforward phone and video manner.

Customer Experience 105

Customer Experience Engineering Sales Best practices 105

Nicereply

DECEMBER 9, 2021

Whether there are external factors that may cause the customer to stop using your product. Key metrics that contribute to the customer health score focus on product usage and responses to surveys. If your business deals in SaaS, online, and software products, it is easy to track product usage. Customer and team education.

Metrics 97

Metrics Surveys Education Customer effort 97

aircall

JUNE 18, 2021

It can also mean that the interaction points you offer actually lead your customers to what they’re looking for. . That can mean a blog post, landing or service page, or contact form. In general, you can interpret time on page as an indicator of how engaged your customers are with your content. Video Views.

Interactive Voice Response 71

Interactive Voice Response Feedback Metrics Marketing 71

SmartKarrot

FEBRUARY 26, 2021

Analysing your competitors is necessary for any SaaS business to grow and develop in terms of customer satisfaction. In this guide, you will learn all about competitive analysis, market trends, how to conduct a competitive analysis, threats to your SaaS company, evaluate opportunities and position accordingly as per SWOT analysis.

SaaS 10

SaaS Marketing B2B Sales 10

JivoChat

JULY 14, 2021

What Is Self-Customer Service? Customer self-service is the use of pre-made resources and automation to empower customers to get information without any assistance from a customer support representative. An in-depth FAQ also reduces the pressure on your customer service team and ticketing system.

Self service 52

Self service Chatbots B2B Customer centricity 52

Nicereply

NOVEMBER 16, 2022

This includes purely support-focused tools —like your ticketing software—as well as other productivity tools that will help you be better at your job. Critical tools for every customer support manager. Critical tools for every customer support manager.

Management 98

Management Analytics Feedback Surveys 98

CSM Practice

FEBRUARY 1, 2021

In your email to the customer asking for this kickoff meeting, you will take additional steps to prepare for a successful meeting. You’ll want to give them information on what to expect and introduce them to the process by having them view videos or read blogs on the subject. Roles and responsibilities (vendor and customer).

Technical Support 76

Technical Support Sales Metrics SaaS 76