Talkdesk

MAY 28, 2019

Improving the Call Center Outsourcing Customer Experience Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. I like to tell folks that our product is customer service.

outsourcing 70

outsourcing Call Center Customer Experience Best practices 70

OctopusTech

MARCH 1, 2023

Product and tech support Customers call for help to solve a wide array of issues, from returning damaged products or changing account information and passwords to complaining about product malfunctions. Invest in your supervisors When inbound call centers are treated like cost centers, they typically run on very tight budgets.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Totango

NOVEMBER 5, 2021

What helped you build your customer journey map and what were the main factors you took into account? Also, I think the key thing is that it should really be customer-centric and reflect how they go through the journey, taking into account and focusing on their perspective. So, just make sure everyone understands and can implement it.

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

Totango

NOVEMBER 5, 2021

What helped you build your customer journey map and what were the main factors you took into account? Also, I think the key thing is that it should really be customer-centric and reflect how they go through the journey, taking into account and focusing on their perspective. So, just make sure everyone understands and can implement it.

Journey mapping 85

Journey mapping Accountability Marketing Metrics 85

Amity

JUNE 11, 2018

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. This aligns with the type of business as opposed to their size of revenue.

Strategic Value 91

Strategic Value Customer retention SaaS Sales 91

JustCall

APRIL 12, 2023

Highlights of JustCall and Aircall Highlights of JustCall: JustCall is a SaaS VoIP application, which is typically used by the following industries: Marketing and Advertising (9.7%) Computer Software (9.3%) Real Estate (8.4%) Education Management (6.6%) Information Technology and Services (6.2%) Others (59.7%

Real estate 52

Real estate Interactive Voice Response CRM Call Center 52

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. This may be after a year when customers have fully adopted the product and your interaction allows for account expansion. ?. Qualitative Data. Offer a bonus to accelerate the adoption of the new plays.

Upselling 52

Upselling Customer centricity Sales Accountability 52

Customer Service Life

MAY 20, 2019

Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. I like to tell folks that our product is customer service. Outsourcers have an immense pool of customer service and customer experience talent and experience.

outsourcing 67

outsourcing Customer Experience Contact Center Best practices 67

Talkdesk

MAY 28, 2019

Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. I like to tell folks that our product is customer service. Outsourcers have an immense pool of customer service and customer experience talent and experience.

outsourcing 40

outsourcing Customer Experience Best practices Scripts 40

Totango

NOVEMBER 5, 2021

What helped you build your customer journey map and what were the main factors you took into account? Also, I think the key thing is that it should really be customer-centric and reflect how they go through the journey, taking into account and focusing on their perspective. So, just make sure everyone understands and can implement it.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

Amity

DECEMBER 22, 2014

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Investment Considerations for #CustomerSuccess #SaaS Click To Tweet.

SaaS 64

SaaS Strategic Value Customer retention Sales 64

SmartKarrot

FEBRUARY 8, 2022

Apply here: [link] Role: Director of Customer Success – B2B SaaS (Work from Home) Location: Manchester, England, United Kingdom (On-site) Organization: OnceHub As a Director of Customer Success, you will be in-charge of delivering a seamless customer experience across all stages and touchpoints in the customer journey.

Upselling 19

Upselling B2B Customer centricity SaaS 19

Amity

JULY 22, 2016

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. This aligns with the type of business as opposed to their size of revenue.

Strategic Value 57

Strategic Value Customer retention SaaS Sales 57

Callminer

AUGUST 1, 2017

This will improve campaign performance overall including agents’ service levels. Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Bill Dettering.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ChurnZero

OCTOBER 14, 2022

Sooner or later, if you’re in Customer Success at a growing SaaS company, you’ll need to undergo a book shift. A book shift is where you take all of the accounts your CS organization is responsible for, and reassign them to new CSMs. While every company is different, the SaaS business lifecycle follows a pattern.

SaaS 52

SaaS Accountability Enterprise Service level 52

ChurnZero

JUNE 27, 2023

Objective internal: Product usage, degree of utilization, engagement with high-value features, support tickets and service level agreement (SLA) concerns. In terms of data accuracy, the account fields and contact fields are the most important. This is because a customer success platform will pull data from these two fields.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative.

Call Center 561

Call Center Metrics Contact Center Wait times 561

ChurnZero

DECEMBER 16, 2022

Your first instinct might be to blame sales for a bad-fit customer…but the account matches your ideal customer profile (ICP) to a T. Q: What are examples of customer incentives at both the individual and company level for milestones in the customer journey? So, what gives? You can try that with your customers.

Metrics 98

Metrics Journey mapping Sales Accountability 98

ChurnZero

JANUARY 3, 2020

At ChartMogul, metrics are a powerful tool to get the whole team on the same page and make everyone (including managers) accountable for their achievements. As we started scaling the team, we implemented a Service Level Agreement (SLA) where we said our goal was to provide a first reply time within one hour during business hours in the U.S.

SaaS 64

SaaS Metrics Engineering Feedback 64

SmartKarrot

JULY 6, 2020

Process could also involve deciding details of customer engagement in the sales funnel, buyer-journey, post-sales service, and customer lifecycle. The ways in which you determine KPIs; business goals in line with customer success goals; customer categories and corresponding service levels; among others.

B2B 10

B2B Finance Surveys Sales 10

Comm100

FEBRUARY 19, 2020

These are great VIPs for B2B businesses that provide a product or service that may not need to be purchased frequently, but that requires ongoing support. For example, a SaaS provider might have a high-spending customer with a large team who gets billed annually. Recommended for you: Complaining Customers Are Your Best Customers.

B2C 64

B2C B2B Advertising Accountability 64

NobelBiz

FEBRUARY 22, 2023

The term “cloud” is frequently used to characterize service delivery. In other words, contact centers can host their communications system using a SaaS (Software as a Provider) subscription, with an external service handling administration, maintenance, and updates. What is cloud telephony?

Call Center 52

Call Center voip Contact Center Enterprise 52

ProProfs Blog

OCTOBER 30, 2021

It equips the team with the data on whether the customers have liked or disliked the products and services – making room for further improvements. . Let’s illustrate with an example of a SaaS organization. Generally, consumer feedback is collected either via polls, surveys, or interviews. . The results have been amazing. “

Feedback 143

Feedback Surveys Customer centricity Metrics 143

JivoChat

FEBRUARY 21, 2022

A client is someone willing to pay for personalized or highly tailored professional services, such as customized products, specific or priority services, and more. For example, legal consultants and accountants have clients who continually pay for availing services.

B2C 52

B2C B2B Analytics Surveys 52

Comm100

FEBRUARY 19, 2020

These are great VIPs for B2B businesses that provide a product or service that may not need to be purchased frequently, but that requires ongoing support. For example, a SaaS provider might have a high-spending customer with a large team who gets billed annually. Recommended for you: Complaining Customers Are Your Best Customers.

B2C 40

B2C B2B Advertising Accountability 40

SmartKarrot

JULY 6, 2020

As a SaaS business, managing your customers and their success journey is a scrupulous task. That way, it helps you and your team save time and energy for things that matter – such as solving a problem, improving a customer relationship, and expanding coverage in an account. Customer Service Management .

SaaS 11

SaaS Upselling Accountability Surveys 11

CrazyCall

AUGUST 8, 2019

Service Level. Service Level. Service level is taken into account almost in every call center around the globe. But there is a catch: its meaning depends on the call center service level formula used to calculate it. How does a call center service level formula look like?

Call Center 52

Call Center Metrics Abandon rate Management 52

JivoChat

AUGUST 24, 2021

Conversation ratings are a type of customer service metric that assigns a satisfaction rating to each customer resolution. The higher the rating, the better your team handled the customer’s inquiry regarding speed, service level, and helpfulness. Seema Nayak. AdChina.io | Marketing Manager. Average resolution time 2.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

Comm100

MARCH 30, 2021

A robust ticketing system allows you to set and track service level agreements (SLAs) which makes sure that your agents focus on the most urgent tickets first. Imagine a high-spending VIP customer of a SaaS business sends an email inquiring about an account upgrade. Keep your response promises.

Customer Service 52

Customer Service Healthcare CRM Banking 52

JivoChat

JUNE 1, 2021

If your support or service level is lacking at any customer touchpoints, the buyer’s experience may suffer. Even if you sell SaaS, you can use software like G2 or Capterra to display user reviews and increase your social proof to make the most of this touchpoint. The best-selling products tend to have the most reviews.

CRM 52

CRM Advertising Chatbots Surveys 52

SmartKarrot

JUNE 5, 2020

Customer Success (CS) as a business function has seen enormous growth in the SaaS industry within the last decade. For example, in a customer success platform, a customer health score is something that gives you the complete picture of a customer account. There is no one-size fits all structure for every kind of SaaS organization.

Chief Customer Officer 10

Chief Customer Officer Technical Support Upselling SaaS 10

Xaqt

JUNE 1, 2020

Virtual Agents and Omnichannel bots are well suited for repetitive call types, such as: reservations, scheduling, FAQs, basic account queries and updates, checking order status and even level-one tech support. Companies that take advantage of this will be able to leverage their customer experience as a differentiator.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

AWS Machine Learning

NOVEMBER 30, 2023

As democratization of foundation models (FMs) becomes more prevalent and demand for AI-augmented services increases, software as a service (SaaS) providers are looking to use machine learning (ML) platforms that support multiple tenants—for data scientists internal to their organization and external customers.

Chatbots 81

Chatbots SaaS Engineering APIs 81

AWS Machine Learning

JANUARY 9, 2023

Strict service level agreements (SLAs) need to be met, and a typical request may require multiple steps such as preprocessing, data transformation, feature engineering, model selection logic, model aggregation, and postprocessing. Deepali Rajale is AI/ML Specialist Technical Account Manager at Amazon Web Services.

Metrics 74

Metrics Best practices Engineering Management 74