aircall

SEPTEMBER 7, 2022

Aircall, the cloud-based business phone , today announced the appointment of John Kinzer, experienced SaaS operator and CFO, to the company’s Board of Directors. . Kinzer brings more than three decades of experience in finance, mostly with SaaS companies. I am thrilled with the addition of John Kinzer to the Aircall board.

SaaS 62

SaaS Finance Metrics Management 62

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. These methods may be used in both B2B and SaaS contexts. First, we’ll define what customer enablement is.

B2B 82

B2B SaaS Education Brand ambassadors 82

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. In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Customer support: Zendesk knowledge bases. Video tutorials: Vidyard.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

Totango

OCTOBER 11, 2021

Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption. Increasing and maintaining high adoption rates requires providing customers with the information they need to use your SaaS product wherever they are in their customer journey.

Education 95

Education SaaS Accountability Enterprise 95

Nicereply

SEPTEMBER 13, 2022

The knowledge base has been considered a crucial component of providing self-service for years. And now knowledge bases as we’ve always known them are dead. Here’s what it all means: The way we consume knowledge is changing. The traditional knowledge base is fading. ” Exactly.

SaaS 52

SaaS Chatbots Scripts Self service 52

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Friendly and knowledgeable customer service: customers expect support that is both caring and competent. Nearly 80% of U.S.

Customer Experience 103

Customer Experience SaaS Best practices Surveys 103

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . If you take care of your customers from day one, you create a kind of kick-start for new customers,” Meyns said on the business’s blog. PieSync is a SaaS business that offers solutions to synchronize cloud applications.

SaaS 98

SaaS Upselling B2B Metrics 98

SmartAction

MARCH 1, 2022

What is Software as a Service (SaaS)? Software as a Service (SaaS) is a term many of us have heard. It means the software is provided to customers through cloud-based delivery and licensed based on a subscription model. Within the SaaS model, there are two types of SaaS. What are the limitations of SaaS?

Management 72

Management SaaS Virtual Agent Automotive 72

ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

SaaS 83

SaaS Customer Service Customer Support Best practices 83

Totango

OCTOBER 11, 2021

Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption. Increasing and maintaining high adoption rates requires providing customers with the information they need to use your SaaS product wherever they are in their customer journey.

Education 77

Education SaaS Accountability Enterprise 77

CSM Magazine

NOVEMBER 21, 2022

One of the most important things for the success of a B2B SaaS company is customer retention. A SaaS customer onboarding checklist is a great place to start but it is rarely enough. Establishing precise deadlines and goals should never be dismissed and the program needs to be customized based on the uniqueness of the firm.

SaaS 52

SaaS B2B Metrics Customer retention 52

Babelforce

JULY 15, 2021

Most of the time you can set up knowledge bases and chatbots in a matter of days or weeks. And, with the right tools, it’s easy to offer phone-based self-service support too. In practice it could be anything from searching a knowledge base for answers to speaking with a conversational IVR to update an order.

Self service 98

Self service Contact Center Chatbots Interactive Voice Response 98

aircall

AUGUST 29, 2022

If you base it solely on those numbers, then Call Center B is the easy answer. . Some tips for better self-service: Create a FAQ page or a knowledge base for the most common questions . Aircall ’s cloud-based phone system integrates seamlessly with most CRMs and help desk solutions—reducing lag time and delays.

Call Center 118

Call Center virtual call center call center software Self service 118

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Friendly and knowledgeable customer service: customers expect support that is both caring and competent. Nearly 80% of U.S.

Customer Experience 86

Customer Experience SaaS Best practices Surveys 86

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Friendly and knowledgeable customer service: customers expect support that is both caring and competent. Nearly 80% of U.S.

Customer Experience 83

Customer Experience SaaS Best practices Surveys 83

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave. This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ChurnZero

NOVEMBER 18, 2021

While I’m sure there’s some analogy to be had here about planting the seeds of knowledge and so forth, I’ll spare you this time. But in the SaaS world – where users rely on technology to make their life easier – if users have to fight to understand the tools that were purchased to help them, they can quickly lose faith in them.

Education 98

Education SaaS Real estate Self service 98

CSM Magazine

JUNE 22, 2023

Recently, Tridion’s partner Coreon GmbH convened with Tridion’s team to discuss and understand the way in which Coreon’s multilingual knowledge systems deliver value to increasing number of global enterprises. Coreon’s tool marries language with knowledge in a holistic way. It is hosted on German data centers.

Enterprise 52

Enterprise Government SaaS Engineering 52

aircall

APRIL 16, 2021

SaaS software, also known as cloud-based software, has now gone mainstream, making it easy for teams to leverage all the software programs they need to work collaboratively, wherever they are. Let’s look specifically at how SaaS software can help sync your sales and support teams so they work together in perfect harmony.

SaaS 62

SaaS Sales Coaching APIs 62

Totango

JUNE 26, 2020

The COVID-19 pandemic has had an economic impact that threatens to cause a lasting downturn in SaaS business. This reduction in cash flow is likely to increase rates of SaaS customer churn. High churn can be dangerous for SaaS enterprises as more than 90 percent of customer value is derived from recurring revenue.

SaaS 91

SaaS Customer retention Best practices Telecommunications 91

ChurnZero

FEBRUARY 21, 2022

They’re also full of insights and knowledge that can help take your business and your products to the next level. Since ideally your customer advisory board represents your wider customer base, you can be confident that the decisions you make based on feedback from this group will resonate with your larger population of end users. .

SaaS 98

SaaS Feedback Advertising Customer centricity 98

Totango

AUGUST 5, 2022

In general, for B2B clients in the SaaS industry, a client onboarding questionnaire may probe into areas such as: Preferred contact personnel and information. Using a client onboarding questionnaire offers numerous advantages, particularly for companies in the B2B SaaS industry. This ensures that all essential bases are covered.

B2B 83

B2B SaaS Journey mapping Sales 83

CSM Practice

MAY 13, 2020

And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. SaaS companies also need to shift their focus to customer success and operationalize customer-centricity. ? Get Updates about your Customer.

Best practices 128

Best practices SaaS Customer centricity Finance 128

Education Services Group

FEBRUARY 3, 2021

Customer Success as a Service ® provider ESG announces a partnership with inSided, the only Customer Success Community platform for SaaS and subscription-based companies. inSided is the only Customer Success Community platform for SaaS and subscription-based companies. About inSided.

Customer advocacy 52

Customer advocacy SaaS Self service Consulting 52

Nicereply

OCTOBER 12, 2021

Software as a Service (SaaS) and Internet of Things (IoT) technologies are especially suited to understand virtually all aspects of how their products are used. This question is especially important in a SaaS or IoT company. Survey feedback provides more useful knowledge for your agents. Data is everywhere! Feedback Context.

SaaS 118

SaaS Self service CRM Feedback 118

Nicereply

MAY 23, 2022

When you look at all the venture money coming into companies in Canada, especially in SaaS. As further investment comes and your customer base is growing rapidly, you realize that scaling is super important. If you don’t, your problems will scale with you as your customer base grows. knowledge management.

SaaS 98

SaaS Education Feedback Metrics 98

aircall

NOVEMBER 28, 2022

Pipedrive is a SaaS unicorn—a deal-driven CRM solution which empowers marketing and sales teams. They can also now narrow down on specific project-based scenarios they want to analyze in greater detail (like bad feedback for product or feedback loops). There are 900 employees globally, serving 100,000 businesses across 179 countries.

SaaS 62

SaaS Calibration Customer Service Benchmark 62

Inbenta

NOVEMBER 3, 2021

Intranet assets: websites, applications, knowledge management systems , and/or project management software. Blogs and other Content Management Systems. These can be any anything (databases and more) that includes information. For instance: Websites linked to a company. What are the different types of Federated Search?

SaaS 98

SaaS Management Marketing Personalization 98

ClientSuccess

MARCH 20, 2019

In this blog, I will cover the 4 high-level categories of customer success metrics. In the ‘customer success metrics’ blogs that will follow, I will dive deeper into each category with examples and formulas. When most executives think about customer success metrics, they typically refer to the core SaaS financial metrics.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

TeleDirect

DECEMBER 14, 2023

It facilitates the development of the knowledge required to take your business to the next level. If you’re a subscription-based brand or a SaaS company, it’s easier to calculate. Our dedicated call center agents engage with your clients, offering empathy, understanding and deep-seated knowledge.

Call Center 62

Call Center Customer retention Technical Support Sales 62

ClientSuccess

SEPTEMBER 30, 2020

For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. If so, how should your SaaS company start building this group of trusted advisors, and what should it look like? Make sure your CAB represents your customer base well.

SaaS 75

SaaS Enterprise Feedback Surveys 75

ProProfs Blog

JANUARY 24, 2019

Dig in to learn how you can leverage the collective knowledge, skills, experience, and expertise of teams to deliver excellent support to your customers. Develop a team approach that uses your company resources and knowledge to the optimum”. If you fail to reply to them on time, your business is bound to face hard times ahead.

Customer Service 68

Customer Service SaaS Customer Support Service level 68

Totango

JUNE 3, 2022

You can also find answers to commonly asked questions in our knowledge base: [Link]. Renewal reminder emails are vital for SaaS subscription services. The post Six Customer Success Email Templates to Save Your CS Team Time appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Feedback 108

Feedback SaaS Surveys Accountability 108

Nicereply

JULY 13, 2021

As the team that speaks most frequently with customers, they need to have the tools and knowledge to create customer experiences that meet and exceed expectations. They provide B2B SaaS solutions for brands and manufacturers globally. ” Knowledge bases shouldn’t just be for external use. Encourage Agent Use.

B2B 98

B2B B2C SaaS Technical Support 98

CustomerSuccessBox

OCTOBER 4, 2021

SaaS businesses aim at being customer-centric. SaaS businesses aim at being customer-centric. In this blog post, we will outline the top 10 best customer success certificates and training in 2021. A study shows that customer-centric businesses are 60% more profitable than their counterparts. Link: [link]. Link: [link].

Customer centricity 52

Customer centricity SaaS Big data Accountability 52

ChurnZero

NOVEMBER 18, 2021

While I’m sure there’s some analogy to be had here about planting the seeds of knowledge and so forth, I’ll spare you this time. But in the SaaS world—where users rely on technology to make their life easier—if users have to fight to understand the tools that were purchased to help them, they can quickly lose faith in them.

Education 52

Education SaaS Real estate Self service 52

CustomerSuccessBox

DECEMBER 6, 2021

In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. Lincoln Murphy. Alex Farmer. Dave Jackson. Jeff Breunsbach.

SaaS 52

SaaS Customer advocacy Coaching B2B 52