ChurnZero

JULY 27, 2020

ChurnZero announced today it was named a FrontRunner for Customer Experience Software by Software Advice. FrontRunner is designed to help businesses evaluate which software products may be right for them. . The FrontRunner report for Customer Experience Software is available to view here. . About ChurnZero.

Customer Experience 75

Customer Experience Feedback CRM Analytics 75

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. Types of Call Center Software. Be mindful of integrations.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

ChurnZero

JULY 6, 2021

This spotlight features, Scott Polidoro , Customer Support Representative at ChurnZero. . Scott plays a central role in providing best-in-class services to ChurnZero’s rapidly expanding customer base by giving product guidance and investigating and helping to resolve product issues. .

Customer Support 98

Customer Support Sales Marketing Management 98

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019. per contact to £3.18.

Customer Service 75

Customer Service Self service Best practices Metrics 75

ChurnZero

APRIL 7, 2021

If you’ve ever been a part of the decision-making process for purchasing software for your team, then you know, it is imperative that you do your due diligence before signing on the dotted line. But why should your company care about software review sites? Hint: they help generate revenue.).

B2B 81

B2B Feedback SaaS Sales 81

Call Experts

OCTOBER 27, 2022

Winter is a time when customers need to have their pipes checked and maintained. Not to mention, winter storms can bring frigid temperatures and knock out communication services. A winter preparedness checklist can help you prepare for these challenges and increase your customer satisfaction ratings. Equip Your People.

outsourcing 52

outsourcing Personalization Management Technology 52

Pipkins

APRIL 28, 2022

DISASTER RECOVERY: On 4/24, Pipkins redundant network facilities were engaged as a massive fiber cut was experienced by one of our Internet Service Providers. This outage occurred on Pipkins’ corporate headquarters network in Saint Louis which is completely independent from customer traffic. have been happening on a steady base.

Engineering 52

Engineering Personalization 52

Call Experts

JUNE 10, 2022

An HVAC Answering Service offers more than just an automated phone line. We can handle after-hours calls and help desk inquiries and even provide 24/7 on-call services for your HVAC business. . Highly trained and professional receptionists provide these services with customized service plans. . The best part?

Answering services 98

Answering services Customer Service Management Personalization 98

aircall

NOVEMBER 18, 2022

Providing a great customer experience is critical to every successful business. When organizations fail to offer a positive customer experience, customers will quickly discover competitors. . 9 Essential Customer Experience Tools to Add to Your Tech Stack. 9 Essential Customer Experience Tools to Add to Your Tech Stack.

Customer Experience 62

Customer Experience Interactive Voice Response Chatbots CRM 62

NobelBiz

JUNE 13, 2023

When numbers are marked as spam, it can have detrimental effects on a company’s outbound campaigns and customer engagement. The consequences of this labeling extend beyond missed opportunities, as they can negatively impact a brand’s reputation and erode customer trust. However, the threat of ill-intent calls is real.

Telemarketing 97

Telemarketing Contact center software Contact Center Feedback 97

ConvergeOne

NOVEMBER 9, 2021

I had conversations with two different customers that started out exactly the same. The managers of these two accounts briefed me with the same thing I hear all the time: “My customer is rolling out Microsoft Teams.” However, I find that customers really don’t know all their options. Of course they are.

Best practices 83

Best practices Finance APIs Enterprise 83

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

CRM 87

CRM Finance Upselling Accountability 87

CustomerSuccessBox

DECEMBER 22, 2021

Once this vulnerability became aware of this vulnerability, CustomerSuccessBox began an internal review of all our software and infrastructure to determine potential impact. Thus far, while our exposure to the vulnerability has been minimal, we began to put remediations in place through a combination of software updates and systems hardening.

Technology 52

Technology 52

GetFeedback

APRIL 17, 2019

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. But does this work well?

Customer Service 102

Customer Service CRM Self service Gamification 102

CSM Magazine

FEBRUARY 21, 2022

If you are a Customer Service Manager, you will need to train your team. The good news is with e-learning it has never been easier to create your own course and keep your customer service agents engaged. The software offers limited support for SCORM 1.2 Great customer support (email, phone, forums).

industry standards 52

industry standards Surveys Feedback Customer Service 52

Nicereply

SEPTEMBER 13, 2022

The knowledge base has been considered a crucial component of providing self-service for years. It’s often touted as indispensable for helping customers and upskilling support agents. And now knowledge bases as we’ve always known them are dead. Customer demands are changing and customer service technology is improving.

SaaS 52

SaaS Chatbots Scripts Self service 52

CSM Magazine

AUGUST 4, 2021

That is not news to media and entertainment brands, but they should take action to account for it. Mobile device fragmentation can be a problem for software developers who must create different versions of an app to make sure it works correctly with different versions of a given operating system.

Entertainment 52

Entertainment Benchmark Accountability Best practices 52

CSM Magazine

AUGUST 6, 2020

Live chat is a wonderful way to provide customers with quick access to your customer service department 24/7. The good news is, it has never been easier to find and implement a live chat solution that is right for you. . It Provides Convenience to Customers. You Can Personalize Your Service.

outsourcing 52

outsourcing Sales Personalization Customer Service 52

Help Scout

APRIL 27, 2021

Long-time customer service professional Mat “Patto” Patterson answers readers’ most challenging customer support delivery, leadership, and career questions. But the good news is that I learned from my failure, and so can you. My guide to hiring for customer service may help, too. I’ve done it myself.

Customer Service 91

Customer Service SaaS Personalization Best practices 91

delighted

DECEMBER 7, 2021

Lastly, we’ll explore why customer experience surveys are essential when developing your own user-focused product strategy. Product-led growth (often abbreviated to “PLG”) is a go-to-market strategy that centers the complete product experience as the primary driver of end-user growth throughout all stages of the customer lifecycle.

B2B 79

B2B Enterprise Surveys Feedback 79

CSM Magazine

SEPTEMBER 7, 2020

Online shopping has taken off beyond all predictions in recent years with more customers heading online than ever before. As shopping online becomes more popular, customers are becoming more demanding when it comes to the level of customer support they expect. By installing live chat software on your website.

Customer Service 52

Customer Service Advertising Feedback Sales 52

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Chief Customer Officer. Responsibilities: Own the revenue number for the installed customer base.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

ChurnZero

JULY 7, 2020

Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. Because customer retention is tightly correlated with customer satisfaction and customer service.

Customer Support 90

Customer Support Education Customer retention Feedback 90

CSM Magazine

JUNE 14, 2022

As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region. . This will allow our customers in the region to provide superior customer service and reduce costs, quickly and with ease.

Cloud contact 59

Cloud contact Banking Business Process Outsourcing Employee engagement 59

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. The second quarter of 2020 was chaotic. Train to Listen.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ChurnZero

JUNE 2, 2021

Lessons learned over the last year from the Customer Success community. Q: How do you calculate net revenue retention for a usage-based model? A [Rob]: We tend to not underwrite businesses that are heavily usage based because it’s a little more volatile. An overview of the current B2B SaaS market and valuation drivers.

Benchmark 98

Benchmark SaaS B2B B2C 98

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? Make a great first impression from the start.

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

ChurnZero

JUNE 11, 2021

Customer health scores give Customer Success teams a deep understanding of a customer’s health and are a leading indicator that there may be an issue with an account or customer. But a customer health score is only as good as the sum of its parts. What’s a Customer Health Score? Change is constant.

Metrics 96

Metrics SaaS Accountability Sales 96

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. More adaptive to tech, especially those that are cloud-based. With hosted UC, customer representatives can be situated anywhere, from their homes to even other satellite offices of yours.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ChurnZero

JUNE 15, 2021

This is a guest blog post by Jeff Galowich, CEO of Blue Horizon Software. In a world seemingly obsessed with hyper-growth, this may sound like heresy, but when evaluating a B2B software-as-a-service (SaaS) company, the most important metric we look at is retention. cross-selling, upselling, etc.) cross-selling, upselling, etc.)

Metrics 59

Metrics SaaS Upselling Surveys 59

Quiq

JUNE 30, 2022

Share This Story When was the last time you heard a story about exceptional customer service? Or an innovative way a company figured out how to meet customer needs? The considerate customer service agent sends a gift card to apologize for a shipping error. Sometimes merely meeting customer needs is a struggle.

Interactive Voice Response 62

Interactive Voice Response Chatbots Customer Service Surveys 62

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Mattias and I are very aware that PieSync’s success depends on that of our customers. Who are your most successful customers?

SaaS 98

SaaS Upselling B2B Metrics 98

Amity

JULY 13, 2016

Customer Support and Customer Service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions. It’s not just about the software anymore.

SaaS 81

SaaS Best practices industry standards Consulting 81

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Our panelists included: Ashley Willhalm, Director of Customer Experience at PipelineDeals.

Morale 72

Morale Education Surveys Accountability 72

JivoChat

JUNE 21, 2023

Selecting platforms compatible with your audience’s tastes and habits is crucial because each forum has a distinct user base and features. News and industry insights may be shared more effectively on other sites like Twitter and LinkedIn because they are more text-focused. Twitter: Good for sharing news and updates in real time.

Analytics 75

Analytics Accountability Personalization Metrics 75

Pipkins

MAY 16, 2017

Bright Pattern, leading provider of omnichannel cloud contact software integrates with Pipkins to enable the complete contact center solution, including WFM. Their software allows contact center managers to make minor or major customizations to the workforce process quickly and easily. San Bruno, CA / St. About Bright Pattern

Management 40

Management contact center solutions Cloud contact Contact Center 40

Quiq

JUNE 30, 2022

When was the last time you heard a story about exceptional customer service? Or an innovative way a company figured out how to meet customer needs? The considerate customer service agent sends a gift card to apologize for a shipping error. Sometimes merely meeting customer needs is a struggle.

Interactive Voice Response 52

Interactive Voice Response Chatbots Customer Service Surveys 52