Comm100

OCTOBER 19, 2022

This is a verification of an individual’s identity if they make a transaction or if the bot needs to access a bank account during the chat. #3 Your chatbot should be simple to use and provide a pleasant customer experience for your visitors. Chatbots don’t just answer customer queries. Personal Scan. 3 Visual Flow Builder.

Chatbots 91

Chatbots APIs Analytics Upselling 91

CustomerSuccessBox

JANUARY 24, 2019

Customer Success is a new phenomenon and so, several companies club it with customer support. They feel that customer success is an extension to customer support. All the functions post sales have gained importance in the subscription economy as now the power is in the hands of the customers.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

CSM Magazine

MARCH 27, 2020

It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. Bad customer support is harder to spot, but it runs deeper than a quick social media fire that needs extinguishing. What is Customer Support?

Customer Support 52

Customer Support Self service Feedback Upselling 52

JustCall

MARCH 29, 2022

The customer support function is in for a major metamorphosis- one where businesses are recognizing its full potential as not just an additive function, but as a multiplier. Traditionally, support reps focused only on ticket resolution and management. The Evolution of the Support Function.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

Vcaretec

JUNE 6, 2022

At Vcare, we help clients get more out of their customer care channels, especially during the holidays. Let’s take a look at some of the key customer care channels and provide some tips for maximizing your customer experience during the most critical time of the year.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

Totango

NOVEMBER 23, 2021

These issues can be addressed by using a CS platform that collects data from all stages of your customer journey and displays them through user-friendly dashboards and reports. You Can’t Evaluate Customer Health. How can you tell if your customers are satisfied or dissatisfied? A solution to this issue is customer health score.

Upselling 92

Upselling CRM Revenue potential Feedback 92

CustomerSuccessBox

JUNE 24, 2022

This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. This blog will walk you through some genuine reasons why you should not miss out on investing in Customer Success. Why you should invest in Customer Success? Customer Success is a core growth driver.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

B2B 98

B2B Upselling Customer retention Customer Support 98

ProProfs Blog

DECEMBER 4, 2020

But lately, both customer service and marketing are working in unison, helping brands capture attention, generate more business and guide customers simultaneously. A great example of this is how Netflix is combining customer service and product promotions with its social accounts. Netflix and chill? No, really.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

CSM Magazine

DECEMBER 13, 2023

This elevates your security standards, ensuring a secure and reliable customer service environment. Lack of Real-Time Data Insight Addressing the need for real-time data insight is essential for timely and effective customer support. Leverage customer data when creating cross-sell upsell recommendations.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Totango

SEPTEMBER 15, 2022

Visualizing your ideal customer profile in terms of quantifiable metrics. Forecasting at-risk revenue and at-risk customers. Identifying opportunities for upsells and referrals. These benefits make customer success dashboards essential for implementing any effective CS strategy. Customer health score.

Metrics 93

Metrics Upselling SaaS Accountability 93

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. These actions showed us that there was an appetite for even more customer-centric services.

Sales 111

Sales Customer Experience Upselling Self service 111

CustomerSuccessBox

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. The crux of providing a great customer experience to the customer lies in maintaining great customer health throughout the entire customer lifecycle. The CS tech has evolved exponentially.

Management 52

Management Upselling SaaS Accountability 52

Totango

JULY 19, 2021

It may be wise to look for applicants coming from diverse backgrounds, such as those with customer relations, sales or other service-orientated backgrounds. Be sure you look for the skills and qualities that will allow a customer success manager (CSM) to truly connect with customers. Customer advocacy. Customer support.

Upselling 123

Upselling Feedback Surveys Customer advocacy 123

Nicereply

NOVEMBER 19, 2020

Customer Success is a concept that isn’t well defined. Some leaders see it as a sales function focused on renewals and upsells. And some companies see it as account management, ensuring the customers’ business inquiries post-sale are handled with care.

Upselling 98

Upselling Accountability Sales Management 98

CustomerSuccessBox

APRIL 11, 2019

Customer Success and Sales are different individuals, different roles, different KPIs and deliver different values. Sales delivers customer acquisition vs. Customer Success delivers product adoption + retention + upsell. The overlaps happen only when they communicate during handoffs and upsells.

Upselling 80

Upselling CRM SaaS Customer advocacy 80

Totango

AUGUST 23, 2022

Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions. Making upsell offers. Blog content.

B2B 116

B2B Journey mapping SaaS Engineering 116

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” He also sits on the board of Directors for CSPN.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Blog content consumption. Customer satisfaction and feedback surveys. Upsell purchases. Social media posts.

SaaS 106

SaaS Journey mapping B2B Feedback 106

ClientSuccess

APRIL 13, 2017

Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year.

Customer Support 41

Customer Support SaaS Upselling B2B 41

SmartAction

DECEMBER 8, 2023

This technology swiftly took over mundane inquiries like account balance checks or basic troubleshooting reducing routine call volumes by 35%. This personal touch led to increased customer loyalty, higher conversions, and improved lifetime value leading to a 40% increase in customer retention rates. It was a game-changer.

Virtual Agent 79

Virtual Agent Contact Center Upselling Interactive Voice Response 79

Beyond Philosophy

APRIL 14, 2022

McDermott says this breaks down into a supply-side problem with customer support and a demand-side problem, which customers expect. The customer’s situation would have been resolved automatically by a feature at a higher plan level. Let that upsell be someone else’s job. What he said was fascinating.

Contact Center 195

Contact Center Upselling Education Engineering 195

CustomerSuccessBox

JUNE 5, 2019

A SaaS customer goes through acquisition, onboarding, retention, and upsell. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell. Billing : With a billing system, you get to know an account is in poor health via a cancellation request or a card removal or overdue invoice(s).

Best practices 89

Best practices Accountability SaaS B2B 89

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. Regular usage of accounts and product features. Trials of upsell products.

Journey mapping 77

Journey mapping SaaS Enterprise B2B 77

Nicereply

MAY 16, 2023

If you’re not properly introducing customers to your brand, they may become disengaged, uninterested, or worse, choose to work with a competitor. In this blog post, we’ll show you how to streamline your process with seven customer onboarding email templates. But don’t worry, we’ve got you covered.

Upselling 52

Upselling Feedback Best practices Personalization 52

Nicereply

APRIL 30, 2020

They want a customized experience and something that they can talk about in everyday interactions with friends and colleagues. Customer support forms the primary touchpoint with your users. Time and again, we tell customer support to be more human and concise. Cross-sell & Upsell, but first, answer the query.

Sales 69

Sales Customer Service Upselling CRM 69

Lumoa

APRIL 28, 2024

More than 80% of business leaders see customer experience as a growing priority in 2024. If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response?

Feedback 83

Feedback Consulting Consulting Enterprise 83

ClientSuccess

DECEMBER 12, 2022

When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible. The introduction of a Base + Bonus plan is an excellent way to incentivize Customer Success Managers and encourage better performance. Three Models.

Management 87

Management Accountability Sales Upselling 87

Totango

JULY 28, 2021

Adhering to good hiring practices when recruiting customer success managers can improve the quality of your customer relationships and increase client retention rates. In this blog we’ll share five of the most important best practices for hiring a customer success manager. What Is a Customer Success Manager?

Best practices 118

Best practices Management Brand ambassadors Upselling 118

ClientSuccess

FEBRUARY 8, 2023

Logo retention rat e: the opposite metric from logo churn rate, this number measures the percentage of customers that renew or retain their business with your organization in a given timeframe. Average number of engaged contacts : every customer account has a handful of key contacts or stakeholders driving your project on their side.

Metrics 75

Metrics Upselling B2B SaaS 75

OctopusTech

MARCH 11, 2022

Prospective customers give voice calls that are attended by the customer care representatives. The main function here is to provide exceptional services to customers. The inbound customer support team will operate for a complete 24*7 and 365 days and solve all the queries of customers and offer them a great shopping experience.

Call Center 62

Call Center Inbound sales Technical Support Upselling 62

Nicereply

FEBRUARY 2, 2024

Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms. Excellent customer service is crucial to the success of an organization.

Education 59

Education Accountability Customer retention Journey mapping 59

Totango

SEPTEMBER 13, 2022

While distinct from customer service, customer success can help optimize customer service by tracking support issues and using the information to develop standard procedures for preventing and responding to common problems. What Are The Benefits Of Having A Customer Success Playbook in SaaS? Onboarding.

SaaS 87

SaaS Upselling Best practices Customer retention 87

Totango

OCTOBER 20, 2022

At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Makes a Good Customer Success Manager? Problem-Solving. Initiative.

Management 91

Management Upselling Coaching Best practices 91

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

SaaS 111

SaaS Journey mapping Upselling Best practices 111

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc!

Upselling 52

Upselling SaaS B2B Metrics 52

CustomerSuccessBox

MARCH 14, 2022

blog, webinar sign-ups, form submissions, page views, etc.), There is more chance for upselling, cross-selling, and retention , as well as recurring revenue. This is the time it takes for a new account to achieve PQL status. MQLs are leads who have interacted with specific marketing content (e.g., PQL to Paid Conversion Rate.

SaaS 52

SaaS Upselling Accountability Engineering 52