Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. Your team is one of the most important teams in your business because you have a direct line to customers, their concerns, and their insights.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

TeamSupport

MAY 19, 2020

The first type thinks B2B customer support is a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have. The second type thinks B2B customer support is a profit center.

B2B 64

B2B Customer Support Upselling Wait times 64

TeamSupport

MAY 1, 2020

So, how can businesses make the most of video technology to improve their customer support and operations? Here are four ways: 1) Save time by showing solutions instead of telling – Support interactions have traditionally happened on two channels in the past: email and phone.

Customer Support 71

Customer Support Technology Upselling Sales 71

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

Solvvy

JULY 13, 2021

But if someone asks you how you feel about Dell, you’re more likely to think of the three hours you spent on the phone being passed around between different customer support representatives. What companies want is something like what Amazon has: streamlined, seemingly effortless customer support that delights people.

Chatbots 48

Chatbots Customer Support Upselling Sales 48

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

ShepHyken

DECEMBER 7, 2023

This is noteworthy because energy costs can account for 5-20% of a call center’s operating expenses. Environmental Protection Agency notes that the transportation sector accounts for about 29% of total U.S. Instead of just pushing new products, they encourage customers to repair their existing clothing.

Call Center 146

Call Center Transportation Upselling Education 146

Totango

DECEMBER 20, 2023

All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. Excellent customer support : Users appreciate the responsive customer service, including the attentive sales team and supportive helpdesk.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

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

Kayako

MARCH 7, 2019

When was the last time you contacted customer support of an online business? If you’ve had a customer support interaction recently, did you speak with a real person or a chatbot? But just how effective are these AI-powered assistants at helping online businesses resolve more customer support requests?

Chatbots 50

Chatbots Customer Support Upselling Scripts 50

TeamSupport

JUNE 29, 2023

When your customers are happy , they tend to pay more money for your products and services, creating a sense of loyalty. Your most loyal customers are those who are most familiar with your brand. It involves a 3-step process that ensures you know your customer, support them in effective ways, and grow with them.

Upselling 97

Upselling Metrics Chatbots Customer Support 97

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 91

Upselling CRM Revenue potential Feedback 91

Squelch

OCTOBER 15, 2019

This article, “ What the Future Holds for Customer Support ,” was originally published by CMSWire on September 25, 2019. Customer support capabilities have only increased with the explosion in communications technology over the past 10 years. Featured image credit: CMSWire.

Customer Support 40

Customer Support Upselling Sales Technology 40

CustomerSuccessBox

JUNE 24, 2022

Covering some solid customer success strategies that can help elevate the customer retention process of your SaaS business thereby reducing churn and increasing the recurring revenue. Why you should invest in Customer Success? Customer Success is a core growth driver. Providing proactive customer support.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

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

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

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

Totango

JULY 18, 2018

Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.

Customer Support 56

Customer Support B2C Customer retention Upselling 56

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 77

Virtual Agent Contact Center Upselling Interactive Voice Response 77

Inbenta

JULY 29, 2021

These situations call for superior airline customer service. Quality of attention needs to be higher than ever, but at the same time scalable enough to make it manageable with the uptick in customer support requests. . Achieving top-notch airline support with chatbots. Upgrades or upselling management.

Airlines 88

Airlines Chatbots Upselling Self service 88

Inbenta

JUNE 12, 2023

For example, Chatbots are widely used for customer support because they can act as an agent available to resolve issues automictically, answering commonly asked questions or making account updates, 24/7/365. If used correctly, Chatbots can have a significant positive impact on customer experience.

Chatbots 97

Chatbots Consulting Consulting Upselling 97

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

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

ChurnZero

AUGUST 14, 2020

They focus on opportunity management – like the manual activities that typically exist within accounts. If you think a CRM is suitable for post-sale customer management, you’re wrong and here’s why.). What are the benefits of integrating with Customer Success software? as well as custom fields and parent-child relationships.

CRM 87

CRM Finance Upselling Accountability 87

Fonolo

OCTOBER 4, 2022

FACT: The proof is in the numbers—a great customer experience leads to more revenue. 86% of people surveyed said they would pay more if that price tag came with exceptional customer service. For example, if you provide service to a variety of locations, consider languages that will be required to best serve your customer base.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

Solvvy

JUNE 17, 2021

Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy. Solvvy uses persona-based routing to use the information you already know about a customer or prospect to serve them solutions and content personalized specifically to them.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

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. Customer support events.

B2B 115

B2B Journey mapping SaaS Engineering 115

SmartKarrot

JULY 7, 2023

In today’s competitive business environment, no business can sustain itself without being mindful of critical aspects like Account White Space. In this write-up, we are going to introduce you to critical concepts like account white space, mining white space, farming white space, etc. What is Account White Space Analysis?

Accountability 10

Accountability Upselling B2B B2C 10

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

TeamSupport

AUGUST 25, 2022

From customer health metrics, to data on interactions with customer service or support, to even social media interactions, a holistic 360-degree customer view takes everything into account to create an accurate picture of customer health. What’s a holistic customer relationship? Upsell and Expansion.

Upselling 98

Upselling Metrics Benchmark Analytics 98

JustCall

AUGUST 8, 2023

After all, it accounts for 31% of eCommerce site revenues. Source In addition to embracing the role of a recommender system, conversational AI can also unlock upselling and cross-selling opportunities. Such an array of activities illustrate how conversational AI can increase eCommerce sales while making businesses customer-centric.

Sales 52

Sales Upselling Revenue potential Customer centricity 52

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

Global Response

JULY 3, 2023

Call centers aren’t just for solving customer problems and upgrading customer accounts: they’re essential channels to develop customer relationships and loyalty. Here are six tried-and-true strategies from our decades of experience in call centers and customer service. Offer proactive support and assistance.

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

CustomerSuccessBox

FEBRUARY 7, 2022

Whether it is to increase retention or find opportunities for upselling or improve the customer health scores, it keeps you proactively ahead. A customer service management software intends to engage customers and automate FAQ workflows. This typically follows a reactive approach towards customer satisfaction.

Management 52

Management Customer advocacy CRM Upselling 52

SmartKarrot

JULY 13, 2020

Hence, upsell is the clear outcome of such a situation. Upsell is the practice of encouraging a customer to buy a higher version of the product that is more expensive than the one they are already using. When I say upsell, this word sounds more relevant from the seller’s point of view. Why Upsell? For Customers.

Upselling 10

Upselling SaaS Management Metrics 10

TeamSupport

AUGUST 17, 2020

There are two types of viewpoints when it comes to B2B (business-to-business) customer support. The first approaches B2B customer support as a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have.

B2B 59

B2B Self service Upselling Customer Support 59

JustCall

AUGUST 7, 2023

Whether it’s AI streamlining service operations or AI improving customer experience, the field of customer service has greatly benefitted from this emerging technology. What Is Conversational AI for Customer Service? Voicebots: These refer to bots that are responsible for handling customer queries over the phone.

Sales 52

Sales Chatbots Self service Accountability 52