AWS Machine Learning

JANUARY 26, 2024

The goal of this post is to empower AI and machine learning (ML) engineers, data scientists, solutions architects, security teams, and other stakeholders to have a common mental model and framework to apply security best practices, allowing AI/ML teams to move fast without trading off security for speed.

Best practices 119

Best practices Government Engineering Accountability 119

Kayako

JULY 27, 2017

As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would be one of them, huh? But this is your life as a manager developing a SaaS customer support model that scales. 5 Metrics that shape your SaaS customer support model. What can it tell you?

Metrics 80

Metrics SaaS Surveys Enterprise 80

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…. Whether it be for Customer Success or Customer Support departments, the benefits can be enormous.

B2B 60

B2B SaaS Self service Best practices 60

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Enterprise 104

Enterprise Customer Support SaaS Sales 104

SmartKarrot

MARCH 17, 2022

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. The focus for B2B customers is how the program will help grow the business.

Best practices 10

Best practices B2B B2C SaaS 10

JustCall

MARCH 9, 2023

Customer contact center software are simple solutions that automate the key processes, workflows, and operations of your contact center. Such solutions help your business deliver quicker and higher quality services to customers without engaging too many call agents. This makes it the best contact center software for SMBs.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

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. Are there best practices to follow? What’s involved in managing an online community? What’s involved in managing an online community?

B2B 83

B2B Management SaaS Best practices 83

aircall

NOVEMBER 4, 2016

Your dashboard logs a record of every customer interaction, and this data can be useful to a manager’s decision-making process. This efficiency trickles down to the team, and then to the customer experience. Best practices for choosing computer telephony integration. Look for integration support. Ask for training.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

Lumoa

FEBRUARY 14, 2024

Multiple CX software as a service (SaaS) solutions like Lumoa are available, which automate many CX tasks, offer a granular perspective for in-depth analysis, and streamline upgrading your CX strategy. If used correctly, CX SaaS can help make customers feel like they are receiving special treatment.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Solvvy

SEPTEMBER 17, 2022

A good customer service knowledge base: Meets Customer Expectations for Self-Service. Your customers, who routinely use search engines to find the answers to questions, expect you to provide similar experiences for your products or services. For many customers, consistency must be a given.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

Netomi

OCTOBER 25, 2021

According to one review , this feature makes an impact: “the built-in intelligent routing ensures appropriate customer-to-agent fit and automates ticketing queues to reduce resolution time 2. The Zendesk platform offers self-service via customizable Knowledge Bases. The best part? Zendesk Knowledge Base. Zendesk Pricing.

Chatbots 85

Chatbots Enterprise Virtual Agent Self service 85

aircall

NOVEMBER 4, 2016

Your dashboard logs a record of every customer interaction, and this data can be useful to a manager’s decision-making process. This efficiency trickles down to the team, and then to the customer experience. Best practices for choosing computer telephony integration. Look for integration support. Ask for training.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

Nicereply

SEPTEMBER 13, 2022

The knowledge base has been considered a crucial component of providing self-service for years. It’s often touted as indispensable for helping customers and upskilling support agents. Customer demands are changing and customer service technology is improving. The traditional knowledge base is fading.

SaaS 52

SaaS Chatbots Scripts Self service 52

OctopusTech

MARCH 1, 2023

Inbound call centers can be configured to address a wide variety of a brand’s sales, marketing, and customer service needs. Today’s inbound call centers often provide customer service not only through telephone calls but also via email, chat, and more. Best Practices For Effective Inbound Calls Strategy 1.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

ChurnZero

JANUARY 4, 2019

So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Solvvy

OCTOBER 25, 2022

A customer satisfaction index uses survey data to calculate a metric that gives you an idea of how well your business performs. To calculate your customer satisfaction index, focus surveys on specific areas of your business – for example, website user-friendliness, customer support experiences, product value, and service delivery. .

Surveys 62

Surveys Benchmark Metrics Brand ambassadors 62

Totango

SEPTEMBER 22, 2022

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. Here we’ll guide you through the essential SaaS tools you need for business growth. What Are SaaS Tools? Customer success.

SaaS 71

SaaS CRM Advertising Analytics 71

Kayako

MARCH 21, 2018

Since onboarding involved understanding the inner workings of Kayako and how to best deliver customer support for a SaaS product, I needed my team to teach me the ropes. A good start would be a detailed list of topics your new hire will need to know to be able to handle customers and deliver great work.

Customer Service 56

Customer Service APIs Best practices Feedback 56

Callminer

AUGUST 1, 2017

If all these points mentioned above are practiced, the contact center will have a great track record with their clients and agents alike. 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

JANUARY 4, 2019

So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

Kayako

MARCH 21, 2017

According to the customer quotient study , technology has the third highest rating for industries where customers feel respected. That means your customers come in expecting a high-level of competence and service ability from the agent. That’s a lot of pressure for a customer support agent! Donald Porter.

Education 84

Education Best practices Feedback Personalization 84

Liveops

JANUARY 25, 2019

Make self-service as easy as possible for your customers with personalized, interactive guidance. Replicate the one-on-one, in-store customer experience with best-in-class live chat software. Give your agents the data-driven tools and support they need to provide better customer experiences.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Online brand advocacy.

SaaS 106

SaaS Journey mapping B2B Feedback 106

Comm100

NOVEMBER 23, 2020

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. The Ups Customers praise Freshdesk for being an easy-to-use help desk software that aids tremendously in simple ticket management.

Chatbots 52

Chatbots Enterprise CRM Customer Support 52

AWS Machine Learning

NOVEMBER 22, 2023

Hear best practices for using unstructured (video, image, PDF), semi-structured (Parquet), and table-formatted (Iceberg) data for training, fine-tuning, checkpointing, and prompt engineering. In this session, learn how to build your first generative AI application with key services such as Amazon Bedrock. Reserve your seat now!

Engineering 106

Engineering Best practices APIs Government 106

ShepHyken

APRIL 7, 2023

This week, we feature an article by Manpreet Singh Chawla, senior digital marketing executive at Knowmax , a SaaS-based organization that offers knowledge management solutions for various industries. He shares how organizations can identify and solve customer pain points. What are customer pain points?

Advertising 120

Advertising SaaS Wait times Multichannel 120

CustomerSuccessBox

JULY 22, 2022

In addition to highlighting the critical touch points from the CX, SaaS, and customer success perspectives, this blog will concentrate on best practices to assist you in optimizing them so you can quickly realize all the benefits. What are Customer Touchpoints? Recognize the different types of customers you have.

SaaS 52

SaaS Journey mapping Self service Upselling 52

SmartKarrot

JANUARY 18, 2022

Establish strong relationships with BIOVIA R&D and Product management leadership to ensure customer needs are well represented. Recruit, develop and manage a team of product experts who deliver high-quality customer support service to customers- Ensure technical software expertise to support products to appropriate levels.

B2B 3

B2B Customer centricity SaaS Service level 3

SmartKarrot

DECEMBER 22, 2020

All of which caters to empower their presence with technology, evolve with the demand for customer self-service options, and augment the overall customer experience quotient. The recent years have seen a huge shift in meeting the rise in customer expectations with self-service channels.

Self service 10

Self service Feedback SaaS Engineering 10