Totango

AUGUST 23, 2022

For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. During the sales process, including sales appointment scheduling, meetings and payment processes. Thus, customer journey touchpoints may occur anywhere in the marketing, sales and support processes.

B2B 115

B2B Journey mapping SaaS Engineering 115

CSM Magazine

MARCH 26, 2024

Seamless Onboarding A customer’s first interaction with your software can set the tone for their ongoing engagement. A smooth onboarding process is critical in ensuring that users understand and appreciate the value proposition of your SaaS. SaaS Community Engagement Build a community around your SaaS.

SaaS 52

SaaS Customer Experience Construction Analytics 52

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. One way to tackle these challenges is to utilize a customer onboarding checklist for your CS team that delineates all of the targets that need to be hit during this stage of the customer journey.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

NobelBiz

APRIL 2, 2024

In this comprehensive article, we’ll explore the world of Enterprise Contact Center Solutions, learning about key features, top providers, types, on boarding processes and more. May lack the scalability to support rapid growth or sudden spikes in demand, potentially leading to performance issues during peak periods.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Nicereply

DECEMBER 28, 2021

Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives. Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

aircall

OCTOBER 6, 2021

One of the best strategies for increasing engagement and retention is to refine your sales onboarding process. In this article, we’ll look at effective sales onboarding and how it can fundamentally improve the new hire experience for your sales professionals. Defining Effective Sales Onboarding.

Sales 117

Sales Scripts Best practices Feedback 117

Totango

JULY 31, 2020

Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward.

SaaS 127

SaaS Healthcare Customer retention Enterprise 127

aircall

OCTOBER 17, 2022

To gain a deeper understanding of how to improve it, let’s first take a look at how to define it, calculate it, and why it’s important. . Sales win rate is only one metric, but it gives you important information about the quality of your sales process and where you need to improve. . 6 Ways to Improve Your Sales Win Rate.

Sales 117

Sales Gamification Metrics Accountability 117

Totango

JULY 11, 2023

We’re grateful to all the Totango users for sharing their perspectives and support with the G2 community. Continuous improvements like our recent launch of Totango In-App and integration of AI enabled tools are critical to these efforts and make it easier for teams to work together and drive customer outcomes more quickly. .”

Journey mapping 82

Journey mapping Enterprise Accountability Feedback 82

Totango

SEPTEMBER 13, 2022

Here we’ll show you how to use customer success playbooks to support your CS strategy: We’ll define the customer success playbook and clarify how customer success differs from customer service. To give a customer success playbook example, let’s say a customer has just started the onboarding process.

SaaS 86

SaaS Upselling Best practices Customer retention 86

TechSee

JUNE 10, 2021

This blog challenges that status quo. Here are four truck roll optimization innovations to consider to improve customer experience, save a massive amount of money, and keep employees and customers safe. . Visual assistance closes the gap in the training process and reduces the need for in-person training.

Self service 207

Self service Analytics Transportation Healthcare 207

ProProfs Blog

AUGUST 14, 2020

As you click on the sign up process, you realize that the form is quite a journey in itself. This prompts you to start looking for support. You want someone to help you answer the sign up process questions faster and leave with the desired product. One of the Hyken’s blogs suggested that. Improves sales.

Analytics 174

Analytics B2B Education Feedback 174

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. You can then develop standard procedures for helping customers achieve these outcomes, such as providing tutorials and support to guide new buyers through these steps.

Journey mapping 91

Journey mapping Benchmark Best practices Accountability 91

Nicereply

FEBRUARY 21, 2022

This results in many advantages including reduced customer acquisition costs and streamlined customer onboarding. The needs of your customers are constantly changing, so it’s essential to be aware of the customer support trends of 2022. Greater emphasis on customer onboarding. Customer journey mapping.

Journey mapping 98

Journey mapping Chatbots Customer retention Sales 98

Totango

AUGUST 5, 2021

In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. In the process, we’ll highlight how technology can help you not only manage escalations but anticipate and avoid them. What Causes Difficult Customer Communication? .

Chatbots 118

Chatbots Best practices Interactive Voice Response Technology 118

ChurnZero

MARCH 22, 2022

In most cases, however, there are still plenty of opportunities to streamline the process and reduce customer friction. . Customer friction points are any obstacles that stand between the customer and what they want — think clunky checkout processes, complicated phone menus, or any steps that feel extra and unnecessary.

Customer retention 98

Customer retention Sales Analytics Advertising 98

Totango

FEBRUARY 10, 2021

Build customer success into your policy statement, articulating how your guiding principles support the success of your customers. (“We We invest in improving our apps to reduce the number of steps involved in lead generation.”). Define your workflow processes so that they relate to customer success. (“We Make Onboarding Easy.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

Totango

NOVEMBER 8, 2021

Consumers and the companies which serve them are no longer content with slow, inconvenient technology and mediocre online support. In this blog, we’ll take a look at why brands need to elevate the customer experience in the wake of the pandemic and what you need to do to deliver results that will satisfy today’s customers. 54% of U.S.

Customer Experience 103

Customer Experience SaaS Best practices Surveys 103

Totango

APRIL 4, 2024

While acquisition and new logos will always contribute to a part of growth, the ongoing engagement, support, and alignment between CS and sales solidify customer relationships driving long-term, sustainable revenue. So, how are companies going to start improving profitability? What was the goal of the project? What’s important?

Sales 89

Sales Upselling Accountability SaaS 89

Totango

AUGUST 16, 2022

Other types of apps that may support customer retention include software for dunning management, collecting user feedback, tracking customer loyalty and analyzing client behavior. Tracking and improving customer satisfaction before subscription renewal deadlines. Onboarding. Encouraging more significant product usage.

Customer retention 98

Customer retention Upselling CRM SaaS 98

Global Response

JUNE 27, 2023

While it’s possible—and necessary—to train for many aspects of a job for new hires, you should be clear on the basics and non-negotiable skills you’re looking for to ensure that agents are the right fit and to reduce onboarding and training time. If you don’t have time to dedicate to this process, outsourcing can help.

Call Center 62

Call Center outsourcing Advertising Coaching 62

Nicereply

NOVEMBER 21, 2023

Measuring your NPS is important because it enables you to identify areas for improvement and allows you to track customer sentiment over time. They provide quick, actionable insights that you can use to optimize specific stages of your customer experience strategy, from sales and onboarding to customer support.

Surveys 59

Surveys B2B Feedback Education 59

Nicereply

JANUARY 30, 2023

It can be overwhelming to sit down and start thinking about all of the things that you need to do to sort out the growth of your support team in the new year. If you’re growing your number of customers or orders in the next year, you’ll need to plan how to support them. Looking at it that way, it can seem like a pretty daunting task.

Metrics 98

Metrics Finance APIs Customer Support 98

Totango

MAY 5, 2021

This helps create a customer-centric culture within your company that prioritizes positive interactions and high customer satisfaction throughout the journey from onboarding to renewal. How easily they can access support/educational materials. How comfortably they can integrate the product into their daily workflow.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Call Experts

APRIL 8, 2024

According to Bellomy Research , over 40% of those that use a contact center for utilities report an increase in important aspects like time, training, and associated costs needed for onboarding new employees. In this blog, we’ll explore the topic of using a call center for utilities and how it can enhance the overall customer experience.

Contact Center 52

Contact Center Customer Service Self service Call Center 52

Totango

DECEMBER 28, 2021

They encompass how you manage your customer success team as well as how you interact with customers and incorporate customer data into your renewal process and product roadmap. Use your standard processes to create training procedures and tools for your staff. Here we’ll look at four proven strategies for reducing customer churn.

Best practices 95

Best practices Benchmark Education Surveys 95

Balto

DECEMBER 4, 2023

This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. By leveraging a clear mission, omnichannel solutions, and agent support, you can increase conversions and perpetuate steady growth. Remove anything and everything that doesn’t directly support that goal and mission.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

Totango

FEBRUARY 23, 2024

On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn. The bigger benefit Aruba realized was its ability to support almost 95% of its customer base through a digital and scaled motion.

Chief Customer Officer 91

Chief Customer Officer Customer centricity Metrics CRM 91

Lumoa

SEPTEMBER 30, 2022

This means that banks need to pay close attention to their customers’ behavioral patterns and make improvements to keep clients happy. Consumers rely on real-time support for everything from assistance to financial transactions. Consumers rely on real-time support for everything from assistance to financial transactions.

Banking 94

Banking Customer Experience Big data Chatbots 94

aircall

JANUARY 27, 2023

Integrations and Support OnSIP doesn’t have a wide variety of integrations. Its support capabilities are also somewhat limited, only offering unlimited support in the U.S. Collaboration tools Being able to seamlessly collaborate across different sales and support processes improves team efficiency and synergy.

voip 62

voip Analytics Accountability Sales 62

Totango

SEPTEMBER 7, 2021

These include engaging your customers from a 360-degree perspective, using support tools to help your clients use your product and taking a digital-first, team-based approach to customer success. Being aware of these differences and making allowances for them can improve the effectiveness of your client engagement strategy.

B2B 80

B2B B2C Best practices Self service 80

Totango

NOVEMBER 18, 2020

Onboarding is a vital part of this customer retention focus, however, an onboarding process that is too lengthy or complicated can sour customer relationships early on. Efficient Onboarding is Critical. Digitizing the onboarding process makes it repeatable, scalable, and easily accessible.

Feedback 77

Feedback Best practices Customer retention Enterprise 77

Nicereply

SEPTEMBER 7, 2021

When done well, support enablement will result in happier employees, happier customers, and a more polished product. We often hear a lot about sales enablement, which is the process and practice of ensuring sales teams have the right information and tools to help them sell more effectively. What is support enablement?

Sales 100

Sales SaaS Customer Support Best practices 100

Totango

FEBRUARY 23, 2022

Then, we’ll walk you through a step-by-step process for creating your map, including how to incorporate technology to make your map bring about the successful results you and your customers want. For example, a customer who experiences difficulty onboarding and does not receive assistance may decide not to renew their subscription.

SaaS 110

SaaS Journey mapping Upselling Best practices 110

Call Design

JULY 27, 2021

Many contact centres underestimate the importance of onboarding agents well and the challenges they encounter. Contact centres must have a structured onboarding program to ensure staff absorb all critical information, including daily duties, customer service protocols, company policies and regulations. Create a Checklist.

Construction 78

Construction Education Best practices Feedback 78

ProProfs Blog

DECEMBER 16, 2020

But brands need to understand one thing that while consumer behavior may change going forward, their habit to reach out for support won’t. They would still wish to get access to instant support that helps them arrive at a solid decision. Initiate a chat that helps sales and support teams understand customer intent better.

Management 147

Management Chatbots Sales Upselling 147

Totango

AUGUST 8, 2021

Your product adoption strategy—the process you follow to ensure your customer is achieving maximum value from their daily use of your product—should be based on solid data and driven by the pursuit of ever-evolving goals. When Does Onboarding End and Adoption Begin? Establish Goals and Milestones.

SaaS 118

SaaS Best practices Metrics Enterprise 118