ShepHyken

DECEMBER 7, 2023

This week, we feature an article by Niraj Ranjan Rout, Founder and CEO of Hiver , a customer experience platform that helps teams collaborate and communicate across departments. He talks about how amazing customer experience can be sustainable. Customer experience (CX) has become a core operational necessity.

Call Center 150

Call Center Transportation Upselling Education 150

CSM Magazine

DECEMBER 13, 2023

As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported. This highlights a significant issue: neglecting customer service.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

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

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

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. AI as Backup, Not Competition. Featured image credit: CMSWire.

Customer Support 40

Customer Support Upselling Sales Technology 40

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. Data-oriented and customer-centric approach : Totango’s commitment to a data-oriented and customer-centric approach enhances user experiences and fosters long-term relationships.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

CSM Magazine

DECEMBER 6, 2023

However, delivering excellent customer service requires more than just hiring people and having the necessary tools. It also requires a well-trained team that understands the value of customer success and has the skills and knowledge to deliver it consistently. This Spotify upgrade banner shows a great upselling example.

Upselling 52

Upselling SaaS Advertising Marketing 52

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

First call resolution 70

First call resolution Best practices Upselling Education 70

Totango

JUNE 28, 2021

Limited customer support. Creating opportunities for premium upsells. A key to motivating freemium users to upgrade is providing a satisfying experience of your free product marked by smooth onboarding, high engagement, and minimal support issues. Limits on the number of users. Limited storage space.

Upselling 89

Upselling SaaS Best practices Sales 89

Totango

SEPTEMBER 20, 2022

Using key performance monitoring and automatically triggered workflows to guide customers toward successful results. Monitoring customer satisfaction metrics and intervening when low satisfaction levels are detected. Offering customized upsells geared toward customer needs and product usage patterns.

B2B 82

B2B SaaS Education Brand ambassadors 82

ShepHyken

JULY 31, 2020

This week we feature an article by Ashwini Dave , a digital marketing expert at Acquire. She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Experience 272

Customer Experience Customer Service Chatbots Upselling 272

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

Help Scout

DECEMBER 5, 2018

If you’re thinking about investing in customer support software, you’re probably wondering if the cost will pay off. This is an especially perplexing question for customer support teams, where measuring the impact of our actions on business metrics has always been a difficult exercise. Help Scout Customer Success Team.

Customer Support 40

Customer Support Self service Upselling CRM 40

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. He’s the CAO (Chief Amazement Officer) of Shepard Presentations and leading international authority on customer service, CX, and loyalty in business.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Lumoa

OCTOBER 20, 2022

And this requires looking at things from the customer’s perspective, understanding their needs and wants, and going above and beyond to meet them. This article will explore the key components of customer experience and how you can use them to scale your business. A Good Customer Experience Builds Customer Advocacy.

Customer Experience 122

Customer Experience Banking Customer retention Customer advocacy 122

TeamSupport

FEBRUARY 23, 2021

Where does your customer support team fit in? H istorically, B2B customer support departments have not been thought of as revenue generating. But for many technology companies, 70% or more of revenue comes from existing customers. 1 That means that “customer satisfaction” is no longer enough.

B2B 78

B2B Upselling Customer Support Sales 78

Inbenta

JULY 29, 2021

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. In this article, we’ve collected 8 chatbot use cases to show you how conversational AI is automating airline support.

Airlines 88

Airlines Chatbots Upselling Self service 88

Lumoa

APRIL 28, 2024

If you are looking for a customer experience platform that fits your needs, we compared three major tools to help you find the right one: Medallia, Qualtrics, and Lumoa. In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs?

Feedback 83

Feedback Consulting Consulting Enterprise 83

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 115

B2B Journey mapping SaaS Engineering 115

Win the Customer

JANUARY 20, 2020

This article will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business. This also results in building more opportunities for upselling and cross-selling. They are an effective, low-cost solution for customer support.

Chatbots 159

Chatbots Feedback Surveys Sales 159

Global Response

FEBRUARY 28, 2024

With limited staff and resources, small businesses often struggle to provide high-quality customer support and stay focused on core business practices. This often leads to delayed response times, missed calls, and, ultimately, dissatisfied customers. As your business grows, the need for customer support will also increase.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Taking stock and keeping tabs on this data will reveal well-timed opportunities to upsell or cross-sell.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Taking stock and keeping tabs on this data will reveal well-timed opportunities to upsell or cross-sell.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ProProfs Blog

MARCH 26, 2020

To sum things up, missing chat opportunities might make them look incompetent to you and your business in the eyes of your customers. To tackle this, you can divide the chat limit within all the customer support operators so that your business ends up with more sales opportunities with less support. And that’s not all.

Upselling 134

Upselling Customer Support CRM Management 134

Totango

JUNE 4, 2021

Another way to apply personalization to engagement is to offer customers promotions based on their history, needs and behaviors. By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue.

B2C 62

B2C Upselling Journey mapping B2B 62

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.

Management 90

Management Upselling Coaching Best practices 90

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 86

SaaS Upselling Best practices Customer retention 86

CustomerSuccessBox

MAY 9, 2022

While your company can recruit additional Customer Success Managers and improve the customer experience, you’ll also need a Customer Success dashboard that provides revenue insights into every aspect of the customer journey. 360 Customer Success Dashboard. Customer service.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

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 110

SaaS Journey mapping Upselling Best practices 110

Nicereply

MARCH 24, 2022

If you’ve just been fired from your job in Customer Support, don’t take time off. In this article, we’ll help you increase your chances to get a job as a Customer Support Specialist , even if you’ve been recently fired. The New Challenges In Customer Support. You have to get hired right away.

Customer Support 97

Customer Support Technical Support Upselling Marketing 97

Totango

MAY 10, 2022

Trials of upsell products. In the context of B2B SaaS products geared toward enterprise users, the customer engagement strategy seeks to promote adoption by product users, executives, and stakeholders. Prioritizing client engagement can help you anticipate support issues and avoid problems that could cause churn.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

Joe Rawlinson

MAY 29, 2019

Many online stores struggle with attracting new customers and growing their revenue, and that mostly has to do with the fact that their entire e-commerce business model isn’t optimized to achieve growth and satisfy the increasing demand of their target audience. Use Upselling & Cross-Selling. Improve Your Customer Support.

Sales 102

Sales Upselling Customer Support Marketing 102

Totango

AUGUST 18, 2022

One way to tackle these challenges is to utilize a customer onboarding checklist for your CS team that delineates all of the targets that need to be hit during this stage of the customer journey. In this article, we’ll cover what you need to know to create an effective onboarding checklist. Personalizing dashboard interfaces.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

SmartAction

OCTOBER 25, 2023

Competitors who maintained a strong presence in voice communication gladly welcomed these dissatisfied customers into their fold. Leveraging Telephony for Enhanced Customer Engagement So, what do customers truly desire? It offers a competitive edge by providing personalized, efficient, and always available customer support.

Interactive Voice Response 90

Interactive Voice Response Customer Service Virtual Agent Self service 90

CSM Magazine

JUNE 30, 2022

As an online business owner, you know that providing great customer service is essential to your success. After all, happy customers are more likely to return and make additional purchases. In this article, we will discuss some of the best ways to provide excellent customer service for your e-commerce store.

Best practices 52

Best practices Customer Service outsourcing Self service 52

Netomi

OCTOBER 21, 2022

While email may be overlooked in lieu of its modern counterparts, in fact, our research team found that 47% of people prefer to contact a company for customer service over email, compared to phone and Web Chat, both at 23%. This is also where the opportunity for upselling and cross-selling comes into play.

Multichannel 40

Multichannel Construction Upselling Chatbots 40