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. New to the industry, I had no clue about service levels, or Erlang C, instructional design, technology, or a variety of other standard industry topics.

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. New to the industry, I had no clue about service levels, or Erlang C, instructional design, technology, or a variety of other standard industry topics.

outsourcing 40

outsourcing Customer Experience Best practices Scripts 40

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

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

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

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

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. . Generally, consumer feedback is collected either via polls, surveys, or interviews. . Let’s illustrate with an example of a SaaS organization. Let’s have a look!

Feedback 143

Feedback Surveys Customer centricity Metrics 143

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 will help you understand customer health across the journey.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

SmartKarrot

JULY 6, 2020

In an increasingly digitalized world, encompassing cloud and on-demand services; multiple devices, platforms, and networks; the IoT (internet of things); remote working; and complex digital infrastructure, technological solutions have a strong role to play. .

B2B 10

B2B Finance Surveys Sales 10

ChurnZero

JANUARY 3, 2020

Tools like NPS surveys and customer satisfaction scores (CSAT) give us immediate feedback that allows us to identify areas in which we aren’t doing great and improve them. Great customer service starts with passive help. For the typical SaaS company, profit from a single customer comes a long time after acquiring that customer.

SaaS 64

SaaS Metrics Engineering Feedback 64

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

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. One way to gauge customer dissatisfaction is through feedback surveys.

B2C 64

B2C B2B Advertising Accountability 64

JivoChat

AUGUST 24, 2021

CSAT (Customer Satisfaction) is a popular key performance indicator that enables you to track how satisfied your customers are with your products and services. You can conduct surveys with multiple-choice questions and allow people to rate different aspects of your products, services, and customer support. 7-8 - Passive.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

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. Although call transfer is also extremely useful when a customer’s call goes to the wrong agent, according to multiple surveys 89% of customers get frustrated when they need to repeat the same issue to different representatives. Service Level. How does a call center service level formula look like?

Call Center 52

Call Center Metrics Abandon rate Management 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. One way to gauge customer dissatisfaction is through feedback surveys.

B2C 40

B2C B2B Advertising Accountability 40

JivoChat

JUNE 1, 2021

If your support or service level is lacking at any customer touchpoints, the buyer’s experience may suffer. Touchpoints can be any interaction that a customer has with your business , such as a survey, a consultation call, or an online purchase. Feedback surveys. Customer surveys. Post-purchase Touchpoints.

CRM 52

CRM Advertising Chatbots Surveys 52

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