TeamSupport

SEPTEMBER 1, 2020

We began this blog series with Part 1 on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. Then you take a deeper dive into the “why” behind this metric and make adjustments accordingly. Total number of customer requests in the past 30 days.

B2B 59

B2B Customer Support Metrics Self service 59

ShepHyken

FEBRUARY 18, 2022

This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. Software as a service (SaaS) has grown rapidly in recent years, particularly in recent months. It’s easy to miss the new B2B buyer demands. Onboarding is incomplete without it.

SaaS 176

SaaS Customer Experience B2B Feedback 176

TeamSupport

APRIL 28, 2020

In the first part of our series, we focused on the pre-conversation efforts of setting yourself up for successful chat interactions with B2B customers. Have agent assign tasks and action items after the chat as needed – Sometimes in a B2B chat conversation, multiple issues can be brought up at once.

B2B 59

B2B Self service Analytics Metrics 59

TechSee

DECEMBER 22, 2019

The ongoing shift to self-service has brought about many positive changes to the customer service field. Today’s contact center agent must therefore be better trained to address these issues and to deal with more frustrated, impatient customers who’ve tried and failed to resolve their issues via self-service.

Call Center 124

Call Center Personalization Contact Center Self service 124

TeamSupport

NOVEMBER 8, 2019

Here are five of the winning customer service strategies every business should be using: 1. Self-service. Videos can be useful in creating self-service content that demonstrates features and guides them through processes. A self-service solution is invaluable for reducing the amount of incoming tickets.

Customer Service 83

Customer Service Self service B2B Metrics 83

BlueOcean

OCTOBER 6, 2020

What Service Level Metrics Are Most Relevant to Your Business Now? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Measuring your current contact center outsourcer’s performance must go deeper than default metrics.

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

ChurnZero

FEBRUARY 23, 2023

For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The key to effectively managing a customer lifecycle is metrics. The customer lifecycle management framework consists of five stages—each with its own set of metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The key to effectively managing a customer lifecycle is metrics. The customer lifecycle management framework consists of five stages—each with its own set of metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

JustCall

APRIL 5, 2023

With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. However, less than one-third of companies offer self-service options such as a knowledge base. Customer success metrics include customer satisfaction with overall service and with products.

Management 52

Management CRM Analytics Customer retention 52

Integrity Solutions

JULY 28, 2022

Research shows that the top four contact center KPIs/metrics, in order of importance, are: customer satisfaction, customer experience, quality assurance and revenue growth. Despite this, one of the most measured metrics per agent is “call handle time.” The Contact Center Experience: Heightened Customer Expectations.

Contact Center 52

Contact Center Coaching Metrics Self service 52

TeamSupport

APRIL 26, 2019

The constantly evolving landscape means that business-to-business (B2B) customers have all the power. How to optimize the B2B customer experience for a competitive advantage. How to optimize the B2B customer experience for a competitive advantage. B2B buyers are a different type of customers. Don’t wait to automate.

Customer Service 55

Customer Service B2B B2C Upselling 55

Global Response

JANUARY 9, 2023

Although customer service is often focused on in B2C companies, it’s just as important—if not more so—in B2B companies. In fact, up to 80% of B2B purchase decisions are impacted by a buyer’s experience with the B2B customer service, so it’s an essential quality of your brand or company to consider.

B2B 62

B2B B2C Customer Service Self service 62

TeamSupport

AUGUST 24, 2018

The exception of course is if you've recently implemented a new help desk software, or introduced self-service for the first time. Not providing satisfactory answers because there is constant pressure to close tickets on the first try usually hurts the retention rate and is a poor customer service tactic.

Customer Service 71

Customer Service Morale Metrics B2B 71

Callminer

AUGUST 6, 2019

Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns. Call center reporting traditionally focused on metrics such as call length and call abandonment. How does AI help customer service agents? Speech/text analytics. Keep customer trends in mind.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

The Northridge Group

MAY 2, 2023

COMPARISON OF TECHNOLOGIES Q: What types of customer interactions: B2B or B2C, will ChatGPT provide the most benefits or conversely the least and why? Both B2B and B2C contact centers handle a full range of simple and complex issues, so I anticipate that contact center interactions for both customer types will benefit equally from GPT-4.

Contact Center 67

Contact Center B2C Chatbots B2B 67

JustCall

NOVEMBER 23, 2022

Whether you’re running a B2B or B2C business, you need to establish a line of communication with your customers to ensure smooth operations. Maintaining all communication lines efficiently and ensuring quality service are the biggest challenges for call center managers in the modern market. Tracking Data and Performance Metrics.

Call Center 52

Call Center Management B2C Chatbots 52

TeamSupport

FEBRUARY 1, 2024

Furthermore, it empowers customers through self-service options, which not only enhances customer satisfaction (CSAT) and net promoter score (NPS) but also reduces churn and boosts retention rates. These tools enable businesses to track key metrics such as response times, first call resolution rates, and customer feedback.

Customer Support 52

Customer Support Customer centricity First call resolution outsourcing 52

CSM Magazine

JUNE 16, 2021

In today’s rapidly digitizing marketplace, brand perception hangs largely on the ability to offer customers a convenient, effortless use of products and services – in the B2B space as much as B2C. The Self-Service Paradox. Few things threaten customer satisfaction more than needing customer service.

Enterprise 52

Enterprise B2C B2B SaaS 52

TeamSupport

AUGUST 24, 2018

The exception of course is if you've recently implemented a new help desk software, or introduced self-service for the first time. Not providing satisfactory answers because there is constant pressure to close tickets on the first try usually hurts the retention rate and is a poor customer service tactic.

Customer Service 40

Customer Service Morale Metrics B2B 40

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Nicereply

JULY 14, 2020

It won’t be easy: 54% of B2B support teams have seen increased volume during the pandemic, along with 45% of B2C organizations. Customers would rather help themselves when given the opportunity: 40% of consumers prefer self-service over needing to wait for help. Forget First Contact Resolution.

B2C 52

B2C Self service B2B Customer Support 52

Serenova

AUGUST 5, 2019

That’s certainly no easy task—especially amid the daily leadership challenges of improving efficiency metrics, training and engaging agents, and reversing the tide of agent attrition. According to Forrester’s research, the emotional component is important not only for B2C, but for B2B interactions as well. Automation. Augmentation.

Customer centricity 40

Customer centricity Contact Center Interactive Voice Response Customer Experience 40

Nicereply

NOVEMBER 16, 2022

Knowledge bases are one of the most popular self-service solutions out there. In addition to visualizing your data, some analytics tools alert you if a specific metric hits an unusually low or high number, notifying you to pay immediate attention to it. Knowledge base software (for customers and agents).

Management 98

Management Analytics Feedback Surveys 98

CustomerSuccessBox

JUNE 20, 2022

In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. To do that, they need to: Track a dozen of complex metrics, Study analytics, Optimize the onboarding workflows, and Monitor the “n” number of other tasks. Why do I need a Customer Success Software?

Upselling 52

Upselling SaaS CRM Multi-channel support 52

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. If a metric feels beyond their grasp and like something they can’t directly influence, then people become less and less invested in trying to do something about it. The challenges to becoming a customer-centric company are not easy to overcome alone.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

CustomerSuccessBox

APRIL 7, 2022

Effort to value” – it’s the metric that defines the minimum effort taken by the customers to enjoy the value delivered. And the astonishing part is just like online learning, the recording sessions with the customers are repeatable and self-serviceable. Check out the Customer Onboarding Framework for B2B SaaS.

SaaS 52

SaaS Customer retention B2B Self service 52

ChurnZero

OCTOBER 11, 2019

If you work in a B2B SaaS company, you know that across the board, Q4 is always the biggest sales quarter of the year. In order to be pushing towards these goals you will want to diligently track your progress against these metrics throughout the quarter. . Know Your Accounts’ Budgeting Timeline. Make the Process Clear.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

JustCall

NOVEMBER 25, 2022

In order to create a true cloud customer care call center, Avaya OneCloud CCaaS offers voice and digital channel customer involvement in addition to sophisticated self-service automation and workforce productivity capabilities. Contact centers may enhance important business metrics across all client touchpoints by utilizing Observe.AI

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

aircall

DECEMBER 13, 2018

Which of the following customer support metrics does your organization consistently track? In addition to confirming their broader priorities, we also wanted to know which specific metrics customer support leaders use to measure progress. The number of metrics you measure means little if your team can’t trust their accuracy.

Surveys 54

Surveys Customer Support B2C CRM 54

SmartKarrot

JUNE 29, 2022

As customers are moving towards self-service solutions and personalization, businesses need to empower their customer service with better tools, services, and processes to ensure customer care is at the top of their priority list. Hold Leaders Accountable for Customer Experience Metrics.

Enterprise 11

Enterprise Customer Experience B2B SaaS 11

Inbenta

JANUARY 17, 2022

The rush for embarking on digital transformation has lulled, and we now find ourselves in the same digital playing field where B2B and B2C have ultimately become B2H (Business to Human). Growing self-service options for customers. Customers increasingly expect organizations to offer self-service support.

Customer Service 98

Customer Service Self service Chatbots B2B 98

ProProfs Blog

OCTOBER 13, 2020

As a contact center metric, it is a vital part of the customer relationship management process. But to say that it will help you know if customers are satisfied with your services would be a wrong assumption. And unfortunately, this metric doesn’t really capture emotional dissatisfaction even if you did resolve a problem.

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

ShepHyken

JANUARY 20, 2020

CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question. The premise is that there are two sides to the AI argument regarding human contact versus automated self-service. Customer Effort Score or Customer Satisfaction? by Martin Powton.

Customer Service 298

Customer Service B2C Entertainment Customer effort 298

ChurnZero

APRIL 12, 2019

So in a B2B setting, it would be the actual product that they’re interfacing with, it might also be newsletters that they are getting from the marketing team, it might be the sales team that they interacted with during the RFP process, or the training and onboarding that they received. Or how do we know if things are going as they should?

Customer centricity 14

Customer centricity B2B Surveys Feedback 14

SmartKarrot

NOVEMBER 2, 2020

The Successful Customer Virtual Customer Learning Success Methods Knowledge Bird The Customer Initiative Springboard Solutions Interaction Metrics. It does so by building metrics, processes, and goals to enable the CS teams to achieve their respective best. Interaction Metrics. Source: Unsplash. Glide Consulting. The Customer.Co

Consulting 10

Consulting Consulting Coaching SaaS 10

Vistio

MAY 28, 2022

It was a B2B SaaS company serving the healthcare space. And this was another start B2B SaaS company in healthcare, that seems to be my wheelhouse these days, and I led implementation, support and customer success for that organization. Close to 20 years ago, I joined a startup. I was employee number 10.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

SmartKarrot

APRIL 18, 2023

Customer Satisfaction (CSAT) : This measures customers’ satisfaction with the company’s products or services. Customer Churn Rate: This metric measures the percentage of customers who discontinued business with the company over time. Provide ongoing training and development opportunities for your customer success team.

Upselling 10

Upselling Best practices CRM SaaS 10