CSM Magazine

MARCH 31, 2023

You can’t afford to let antiquated customer service workflows slow you down or get in the way of delivering an exceptional customer experience. That’s why many customer-centric companies are turning to automation, using SaaS (Software as a Service) tools and processes to give their customer service teams a leg up.

SaaS 52

SaaS Customer Service Coaching CRM 52

JivoChat

JULY 14, 2021

If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service? Why Is Self-Customer Service Important?

Self service 52

Self service Chatbots B2B Customer centricity 52

Education Services Group

MARCH 24, 2021

It starts with creating a self-service environment. But first, in the age of DIY, what exactly is self-service? What’s self-service? DIY, or well, self-service as we call it, is the future of customer retention in SaaS. So how do you build a self-service environment?

SaaS 52

SaaS Self service Feedback B2B 52

Cincom

MAY 3, 2021

B2B Buying, only Better. a global supplier of enterprise software solutions, announced today that the company is now offering CPQSync Self-Serve TM , a B2B commerce experience for companies with complex, highly configurable products and services. Cincinnati, OH (May 3, 2021) – Cincom Systems, Inc.,

Self service 52

Self service B2B Finance SaaS 52

TeamSupport

JUNE 28, 2019

Landing new customers is a hell of a lot of work for B2B (business-to-business) software companies. Your SaaS customer support team. If they go through a great SaaS onboarding experience , knowledge will spread naturally as needed throughout the entire company. and providing more attention as needed to their new customer base.

SaaS 68

SaaS Morale B2B Feedback 68

inSided

JULY 18, 2019

We’ve heard it all before: customer service is changing, customers prefer self-service, drive customer engagement to increase retention, provide quality support or your customers will churn…. But it’s precisely how B2B SaaS companies react to these changes and actually tackle the issues that really matters.

B2B 60

B2B SaaS Self service Best practices 60

ShepHyken

SEPTEMBER 1, 2017

Self-service support is becoming more and more widely accepted. As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives. When I Say Instant, I Mean Instant. There Are Better Ways.

Self service 209

Self service B2B SaaS Enterprise 209

inSided

FEBRUARY 12, 2020

Here at inSided, we talk a lot about online communities and the benefits they bring to SaaS companies looking to reduce churn, increase retention and boost customer engagement. But one thing that we’ve talked less about in the past—and that we believe is really important to cover—is how you can actually go about this.

B2B 83

B2B Management SaaS Best practices 83

TeamSupport

JANUARY 11, 2019

Running a SaaS (Software-as-a-Service) company is fun. This can only mean one thing: it’s time to build a SaaS customer service team. Select customer service software for your industry with screen sharing – If there’s one thing a software company knows, it’s that they can use software to solve problems.

SaaS 40

SaaS Customer Service Customer Experience B2C 40

inSided

MARCH 26, 2021

It’s been ruling the SaaS world for years. More and more B2B companies are starting to realize how building communities contribute to their bottom line, reduces costs, and drives growth. A big part of that growth is a result of increased self-service (customer autonomy) and engagement, ultimately getting more value out of a product.

Feedback 98

Feedback B2B SaaS Self service 98

TeamSupport

APRIL 15, 2021

Usually, whenever a customer encounters a problem, a salesperson or call center representative provides them with discounts, coupons, or store credits, or in the case of B2B SaaS models, free seats or a complimentary month. It uses an automated online self-service portal to respond to customer's inquires and for business transactions.

Omni-channel support 106

Omni-channel support Customer Support Technology B2B 106

TeamSupport

JUNE 15, 2020

In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. At the time of development, there were no other B2B-focused support solutions, rather primarily ticketing management companies.

B2B 64

B2B Self service B2C Customer Support 64

TechSee

FEBRUARY 5, 2019

ROI is fundamental, as C-suite executives at leading service providers demand measurable returns from their outlay. SaaS suppliers must therefore evolve their customer-facing solutions, demonstrate greater value and delivering bigger wins for less. A greater pivot towards self-service is the natural outcome.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

Customer Service 246

Customer Service B2B Customer centricity SaaS 246

SmartKarrot

JUNE 17, 2022

By ensuring that you have efficient customer onboarding, especially for a SaaS company. For a SaaS company, customer onboarding involves familiarizing your client with how to use the product and its features so the client can derive its true value. Want to make your SaaS customer onboarding smooth? How do you do it?

SaaS 10

SaaS B2B Self service Best practices 10

SmartKarrot

MARCH 17, 2022

B2B businesses need to reward their loyal clients frequently. While B2C loyalty programs are quite popular, B2B SaaS companies have to keep certain best practices in mind. B2B companies need to focus on driving revenue and sales while incentivizing existing loyal customers. What is a B2B Customer Loyalty Program?

Best practices 10

Best practices B2B B2C SaaS 10

inSided

SEPTEMBER 4, 2020

In our recent webinar with Skilljar and joint customer Glint—or Glint’s Customer Empowerment team, we discussed how combining an online customer community platform and a Customer Education program can deliver serious value for B2B SaaS companies in the form of increased customer engagement and brand advocacy.

Education 52

Education B2B SaaS Self service 52

Solvvy

JUNE 17, 2021

Tiered support packages have become a revenue-generating and commonplace practice for many SaaS and B2B companies. was able to improve their self-service rate from 40% to 60% and offer a world-class experience to every customer (both free and paid). By engaging Solvvy, Lose It!

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

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. Use behavioral data to surface expansion opportunities Companies that sell software-as-a-service (SaaS) can examine customer usage for behavioral intent data and adoption trends within your product.

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. Use behavioral data to surface expansion opportunities Companies that sell software-as-a-service (SaaS) can examine customer usage for behavioral intent data and adoption trends within your product.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. Under all the fancy showbiz lies the fact that running a SaaS business is very challenging. Benefits of having a Customer Success Software for your SaaS business-.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

ChurnZero

AUGUST 31, 2021

For most B2B companies, Q4 means the time of contract renewals. It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. It can be a busy selling season! Customer retention and renewal are now crucial pieces of business growth. Send a Friendly Reminder.

Customer retention 95

Customer retention Best practices B2B SaaS 95

CSM Magazine

MAY 24, 2021

for a B2B company is $13. Gartner reports that 40% of live support interactions could be resolved in self-service channels. According to Gartner , 70% of a business’s customers use self-service tools, but only 9% end up fully resolving their issues. It’s because many of these self-service options simply don’t work.

Customer Support 52

Customer Support Engineering Self service B2B 52

JivoChat

APRIL 28, 2021

For example, a non-profit can answer questions about how they champion their cause, while private companies that sell B2C products or B2B services could use live chat to guide customers to the right product. Customer self-service. Doesn’t cover every possible aspect or potential query about your products or services.

Customer Service 59

Customer Service Customer Experience Chatbots Self service 59

Mindtouch

NOVEMBER 20, 2018

We discussed how to combine the technology you have, self-service tools , and the “true” empathetic voice of your customer to scale your reach and challenge your entire customer base. A similar boom is happening in Customer Success Management, an industry born out of the rise of B2B Software as a Service (SaaS).

Self service 80

Self service B2B Customer centricity SaaS 80

inSided

SEPTEMBER 22, 2022

We’ve all been following the impact of the economic downturn we’re experiencing on SaaS companies, our own businesses, and others we use and love. Here are the five most common reasons we’re seeing and hearing from prospects and customers in B2B SaaS. Resources become scarce, increasing the need to scale the ones you have.

Education 59

Education SaaS Accountability Best practices 59

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

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. Customers have also started preferring self-service channels, which brings artificial intelligence (AI) into the picture. Call centers are a critical part of any customer-centric business.

Call Center 52

Call Center Management B2C Chatbots 52

CustomerSuccessBox

APRIL 7, 2022

Puneet referred to the SaaS animal framework, he says, while rats and rabbits in the lower tier were engaged with remote touch regardless of the shift, perhaps the actual difference is in how deer with $5,000 to anywhere between $50,000 ACV were dealt. Check out the Customer Onboarding Framework for B2B SaaS. A greater coverage.

SaaS 52

SaaS Customer retention B2B Self service 52

ChurnZero

AUGUST 31, 2021

For most B2B companies, Q4 means the time of contract renewals. It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. It can be a busy selling season! Customer retention and renewal are now crucial pieces of business growth. Send a Friendly Reminder.

Customer retention 52

Customer retention Best practices B2B SaaS 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. The need for customer success management is fairly new and fast becoming pertinent. out of 5 stars.

Management 52

Management CRM Analytics Customer retention 52

SmartKarrot

JULY 5, 2022

And do you know what change this expectation has brought in the B2B SaaS world? Conversation CX is the new buzzword in our B2B SaaS world. In this write-up, we discuss the new expectation trends of B2B customers and how conversational CX is transforming customer communication in the industry. . Conversational CX!

B2B 10

B2B SaaS Chatbots Self service 10

Mindtouch

APRIL 30, 2018

With a growing number of businesses shifting to a SaaS model, there is no better time than now to discuss the value that Customer Success has. Kaiser Mulla-Feroze, Cloud and B2B Software Executive. The MindTouch team has scouted far and wide for the most inspirational quotes in the Customer Success space. Our takeaway?

SaaS 48

SaaS Upselling B2B Self service 48

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. They might renew automatically, via self-service, or by manually singing a new contract. Reducing SaaS Customer Churn – Check out these ten multi-team tactics to drive loyalty. .

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

JivoChat

AUGUST 9, 2021

At its core, great service experiences are about building bonds with your customers. We’re talking about romantic partners and close friends, the B2B vendors you interact with on the job, even the barista at your favorite coffee shop. Or, if you’re a SaaS/B2B brand, you might try something like Evernote does here: Source.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

At its core, great service experiences are about building bonds with your customers. We’re talking about romantic partners and close friends, the B2B vendors you interact with on the job, even the barista at your favorite coffee shop. Or, if you’re a SaaS/B2B brand, you might try something like Evernote does here: Source.

Personalization 52

Personalization Customer Service B2B SaaS 52

Babelforce

APRIL 14, 2021

And 90% of B2B executives say it’s an important factor to achieving their objectives. A SaaS tool and a luxury fashion brand, for example, interact with customers in vastly different ways. That means both agents and self-service tools all need access to the same customer data. But CX design isn’t easy.

Journey mapping 59

Journey mapping Contact center software CRM APIs 59