ShepHyken

JULY 26, 2021

Nice customer service, but don’t miss the opportunity to turn that thank you into the next opportunity. More than just saying, “Thank you,” you can share more product information, get the customer to subscribe to your blog, upsell and cross-sell, ask for reviews, and more.

Customer Service 263

Customer Service Customer retention Contact Center Upselling 263

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

OctopusTech

JULY 22, 2018

What followed was a sudden and uncontrollable explosion of love and hatred coming directly from the consumers which ultimately led Facebook to upgrade its policies and provide tools for proper company/customer communication. Live chat work as an excellent customer support channel simply because. I mean, you get the idea.

Customer Support 69

Customer Support Upselling Sales Personalization 69

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Company leadership felt like there was almost always an opportunity to solve a problem for a customer and it just required the right amount of creativity.

Upselling 83

Upselling Contact Center Engineering Banking 83

Comm100

DECEMBER 8, 2020

No time wasted from the time they enter your website to the time they find what they are looking for is bound to make your customers happy. How Chatbots Improve Customer Satisfaction. To get more information, they will need to click a lot of ‘more info’ buttons or read blog posts. Improving Your Customer Support Processes.

Chatbots 53

Chatbots Scripts Sales Personalization 53

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 92

Upselling CRM Revenue potential Feedback 92

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 110

Enterprise Customer centricity Benchmark Upselling 110

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

Nicereply

JULY 28, 2022

From this blog post, you’ll learn how your sales and customer service teams can work together for great results. Promote exchanging of customer data. Documenting the relationship with the customer is essential for both the sales team and the customer support team.

Sales 59

Sales Customer Service Upselling Average Handle Time 59

CSM Magazine

DECEMBER 13, 2023

This elevates your security standards, ensuring a secure and reliable customer service environment. Lack of Real-Time Data Insight Addressing the need for real-time data insight is essential for timely and effective customer support. Leverage customer data when creating cross-sell upsell recommendations.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

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 91

Upselling SaaS Best practices Sales 91

OctopusTech

JULY 31, 2023

Live chat has emerged as a game changer in this environment, enabling firms to build real-time, individualized connections with website visitors and potential customers. There are various pros and cons of live chat outsourcing but it is one of the fastest-growing customer support channels.

outsourcing 62

outsourcing Sales Upselling Abandon rate 62

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 83

B2B SaaS Education Brand ambassadors 83

Vcaretec

JUNE 6, 2022

At Vcare, we help clients get more out of their customer care channels, especially during the holidays. Let’s take a look at some of the key customer care channels and provide some tips for maximizing your customer experience during the most critical time of the year. Try to take the customer support issue ‘offline’ quickly.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

B2B 98

B2B Upselling Customer retention Customer Support 98

CustomerSuccessBox

JUNE 24, 2022

This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. This blog will walk you through some genuine reasons why you should not miss out on investing in Customer Success. And it is much easier to retain existing customers than to find new customers.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. Success is responsible for the retention and upsells. What a fantastic model!

Sales 111

Sales Customer Experience Upselling Self service 111

ClientSuccess

APRIL 13, 2017

Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year.

Customer Support 41

Customer Support SaaS Upselling B2B 41

OctopusTech

JUNE 29, 2023

These active interactions with customers every day boosts positive user experiences, improves customer retention rate, and strengthen bond and loyalty with them. What Is The Meaning Of Customer Retention? Companies can use this for cross-selling, upselling, and referrals to attract more customers to their business.

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

TeamSupport

MARCH 10, 2021

That’s part of the definition of Customer Success as given to us by the Customer Success Association. In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line.

B2B 98

B2B Upselling Coaching Customer Support 98

CustomerSuccessBox

APRIL 11, 2019

Customer Success and Sales are different individuals, different roles, different KPIs and deliver different values. Sales delivers customer acquisition vs. Customer Success delivers product adoption + retention + upsell. The overlaps happen only when they communicate during handoffs and upsells.

Upselling 80

Upselling CRM SaaS Customer advocacy 80

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. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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

TeamSupport

MAY 11, 2021

This blog provides the highlights from their talk. At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business. 1 So, for to continue to flow, customers must continue to use your products. This score can be customized by providing weights to specific values.

B2B 98

B2B Upselling Metrics Education 98

Totango

AUGUST 23, 2022

Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions. Making upsell offers. Blog content.

B2B 117

B2B Journey mapping SaaS Engineering 117

Lumoa

APRIL 28, 2024

More than 80% of business leaders see customer experience as a growing priority in 2024. If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response?

Feedback 83

Feedback Consulting Consulting Enterprise 83

Beyond Philosophy

APRIL 14, 2022

McDermott says this breaks down into a supply-side problem with customer support and a demand-side problem, which customers expect. The customer’s situation would have been resolved automatically by a feature at a higher plan level. Let that upsell be someone else’s job. What he said was fascinating.

Contact Center 195

Contact Center Upselling Education Engineering 195

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. The challenge is that growth through retention and loyalty requires “strong customer relationships.”

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. The challenge is that growth through retention and loyalty requires “strong customer relationships.”

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. Trials of upsell products. Regular usage of accounts and product features. Renewal of subscriptions.

Journey mapping 77

Journey mapping SaaS Enterprise B2B 77

ProProfs Blog

DECEMBER 16, 2020

You will have to come up with strategies that will help your support team manage live chat during the holiday season. In this blog, we’ll explore how live chat can help your business during the holiday season and seven ways to help you handle live chat support during holidays.

Management 147

Management Chatbots Sales Upselling 147

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 92

Management Upselling Coaching Best practices 92

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

Nicereply

APRIL 30, 2020

They want a customized experience and something that they can talk about in everyday interactions with friends and colleagues. Customer support forms the primary touchpoint with your users. Time and again, we tell customer support to be more human and concise. Cross-sell & Upsell, but first, answer the query.

Sales 69

Sales Customer Service Upselling CRM 69

SmartAction

DECEMBER 8, 2023

This personal touch led to increased customer loyalty, higher conversions, and improved lifetime value leading to a 40% increase in customer retention rates. In the end, the ROI was more than just a number; it was a reflection of a visionary’s journey to redefine the world of customer service. Reach out today.

Virtual Agent 79

Virtual Agent Contact Center Upselling Interactive Voice Response 79

Solvvy

MARCH 22, 2022

For some businesses, this is about customer satisfaction, retention, or support, whereas for others, it may be to drive revenue through product discovery, upsells, or increase conversations. You create loyal customers with exceptional, easy interactions, and loyal customers stick with you and buy more.

Chatbots 62

Chatbots Morale Benchmark Upselling 62