REVE Chat Blog

MARCH 18, 2020

Chatbots are not something that you can just “set and forget”. Building a good chatbot is a daunting task but at the same time, it is important to understand the key chatbot metrics and how they are performing to achieve your goals. Simply automating business tasks with an AI chatbot isn’t enough. Gartner Research).

Chatbots 77

Chatbots Metrics Analytics Banking 77

CSM Magazine

JANUARY 13, 2022

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA. The survey found however that personal service remains king for UK-based consumers, with a collective 59% preferring some form of person-to-person contact if they have an enquiry about a product, prior to purchase. About PCI Pal.

Surveys 52

Surveys Customer Service Self service Chatbots 52

Lumoa

FEBRUARY 14, 2024

Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high. If used correctly, CX SaaS can help make customers feel like they are receiving special treatment. In some scenarios, upgrading the CX means upgrading the company’s tech stack.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

ChurnZero

APRIL 1, 2024

AI is changing just about everything within the SaaS and technology space. Implement chatbots powered by natural language processing to provide real-time, personalized assistance, guiding users through the onboarding process based on their specific needs and questions.

Journey mapping 76

Journey mapping Feedback SaaS Surveys 76

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Touchpoints also include occasions when clients interact with your software app in a SaaS context. Live chat and chatbots.

B2B 115

B2B Journey mapping SaaS Engineering 115

ShepHyken

NOVEMBER 25, 2022

Chatbots can take care of simple questions and concerns, freeing up your team to handle more complex concerns. . Businesses can collect this information through surveys, interviews, focus groups, and customer data.? . You can offer loyalty points, discounts, and exclusive deals as part of your customer rewards program. .

Customer Service 196

Customer Service B2C B2B SaaS 196

TeamSupport

APRIL 15, 2021

Surveys show that 86 percent of customers are willing to pay more for a better customer experience. 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.

Omni-channel support 106

Omni-channel support Customer Support Technology B2B 106

Solvvy

JULY 13, 2022

Also, 62% of survey respondents say experience with one industry influences their expectations in others. A growing Software as a Service (SaaS) business where employees divide time between customer service tasks and other responsibilities, for example, may suddenly find there aren’t enough hours in the day to get everything done.

Customer Service 90

Customer Service Chatbots Self service Customer Support 90

CSM Magazine

MAY 17, 2021

When Calabrio surveyed 273 contact centre managers from the USA, UK and the DACH region (Austria, Germany and Switzerland) the report results highlighted the importance of becoming cloud-proficient. Agility is the name of the game and has prompted a widespread move to the cloud. Take it step by step. What’s next?”. About the Author.

Analytics 96

Analytics Employee engagement Surveys SaaS 96

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. Finally, we’ll explore what B2B customer service and customer success have in common and why you need them to work together to achieve winning SaaS business results. What is B2B Customer Service?

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

Education Services Group

JULY 20, 2021

We tried sending out a Customer Satisfaction Survey to our clients and would like to know some strategies to get higher number of responses. The survey has built in feature that indicates if the client opened the survey or not and seems many do not open. ME: AI chatbot’s are a good example for reference here.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

Solvvy

OCTOBER 25, 2022

Using the CSAT model, you create a survey to determine customer satisfaction in one or more areas of your business. The survey usually asks customers to rate their satisfaction on a scale from 1 to 5. For example, if you suspect website usability is a weakness, you can focus your survey on that issue. . Calculating CSAT.

Surveys 62

Surveys Benchmark Metrics Brand ambassadors 62

Comm100

SEPTEMBER 23, 2021

A survey indicates 51% of consumers are loyal to brands that communicate with them through their preferred channels. In fact, a recent survey reported that 84% of respondents opt for computer-based interactions, especially those that are available 24/7. Recommended Reading – Why Agents Need Chatbots – and Chatbots Need Agents.

Customer Service 79

Customer Service Chatbots APIs Benchmark 79

Avaya

SEPTEMBER 30, 2016

One of the key themes of the show is Artificial Intelligence, something that shouldn’t really be a surprise considering the technology is fast becoming a reality in the enterprise, with chatbots, predictive intelligence and robot PAs. Well let’s look at the Avaya chatbot as an example. Don’t believe me?

Enterprise 76

Enterprise Chatbots SaaS Self service 76

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. Here are some ways to continue to upskill yourself with a low budget: Play around in AI chatbots. Today, hybrid models are becoming more common.

Education 52

Education Upselling Consulting Consulting 52

Nicereply

DECEMBER 9, 2021

Businesses have mastered the art of sales, with numerous innovations and investments from old-school tactics to AI chatbots. Key metrics that contribute to the customer health score focus on product usage and responses to surveys. If your business deals in SaaS, online, and software products, it is easy to track product usage.

Metrics 97

Metrics Surveys Education Customer effort 97

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

CustomerSuccessBox

JULY 27, 2020

In light of the pandemic, each industry had to make pertinent adjustments in their operations, and SaaS companies had to initiate measures that would ensure their survival – one of them being customer success. As a SaaS business, your primary modes of communication are through email, phone calls, or live chats on your site.

Customer retention 52

Customer retention SaaS Finance Feedback 52

OctopusTech

MARCH 1, 2023

Additionally, organizations should regularly seek customer opinions about call center experiences by administering surveys that measure: Net Promoter Score (NPS) Customer satisfaction (CSAT) Customer effort score (CES) 2.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Totango

JUNE 4, 2021

Or if a customer has not used an important feature yet, you can remind them about it with in-product messaging or by providing an NPS survey. For example, a B2C hotel chain might offer points to book rooms whereas a B2B SaaS company may offer a free month of service for an early renewal. Cater Promotions to Client Needs.

B2C 62

B2C Upselling Journey mapping B2B 62

ChurnZero

JANUARY 4, 2019

As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. If we’re not at peak SaaS, we’re probably close to it. Chatbots, for example, use this technology to bring AI directly to customers by providing immediate feedback that crucially doesn’t appear to have come from a bot.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Solvvy

AUGUST 31, 2022

Make a strategy for measuring customer satisfaction based on CSAT surveys and monitoring your score as part of your customer experience program. Optimizing CX and customer satisfaction can help build a business; a PwC survey found that 73% of consumers say experience is a primary factor in purchasing decisions. What is CES?

Surveys 62

Surveys Benchmark Feedback Customer Support 62

Answer Dash

MAY 7, 2018

Current Businesses: Strengths and Struggles A Shift to Cloud and SaaS Solutions “Fifty-six percent of CIOs in Gartner's CIO survey indicate they are adopting cloud as either an option or as part of a "cloud first" approach, while 71% look to SaaS either first or as an option,” ( Gartner ). . trillion to $15.4

Customer Experience 54

Customer Experience B2C B2B SaaS 54

Nicereply

JANUARY 9, 2023

Get the most out of your surveys and improve customer satisfaction. If you want to substantially improve your customer satisfaction , generic survey questions won’t be enough. Automation starts from things as simple as chatbots to more complex integrations using Zapier. Are you a B2B Business?

Omni-channel support 52

Omni-channel support B2B Interactive Voice Response Feedback 52

Cisco - Contact Center

JANUARY 27, 2020

Their survey of 362 firms found that although 80% of the firms believed that they delivered a “superior service” only 8% of the firm’s customers believed that. In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results.

Contact Center 81

Contact Center contact center solutions Enterprise Cloud contact 81

SmartKarrot

SEPTEMBER 25, 2020

In the past few years, the SaaS industry has grown from scarcity to abundance. SaaS has become a prime element in every business’s architecture. In a very short duration of time, AI has become the central marketable asset for the SaaS industry. The integration of AI with SaaS is a paradigm-shifting phenomenon.

SaaS 8

SaaS APIs Analytics Enterprise 8

SmartKarrot

SEPTEMBER 25, 2020

In the past few years, the SaaS industry has grown from scarcity to abundance. SaaS has become a prime element in every business’s architecture. In a very short duration of time, AI has become the central marketable asset for the SaaS industry. The integration of AI with SaaS is a paradigm-shifting phenomenon.

SaaS 8

SaaS APIs Analytics Enterprise 8

ChurnZero

JANUARY 4, 2019

As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. If we’re not at peak SaaS, we’re probably close to it. Chatbots, for example, use this technology to bring AI directly to customers by providing immediate feedback that crucially doesn’t appear to have come from a bot.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

CustomerSuccessBox

MARCH 10, 2022

To reduce CS costs and increase SaaS margins, the ratio must eventually increase. Chatbots can handle the most basic and repetitive queries. An Interesting Survey Result for the Challenges of Automation in Customer Success. How to maintain a human touch while growing your customer base. Takeaways and CustomerSuccessBox can Help.

SaaS 52

SaaS Chatbots Education Enterprise 52

JustCall

MARCH 10, 2023

Example: Here’s a possible customer onboarding workflow for a software-as-a-service (SaaS) product: Step 1: Sign-up – The customer discovers the product, visits the website, and signs up for an account. Tips to Implement It: Collect feedback through various channels (such as surveys, social media, email, chatbots, etc.)

Customer Support 40

Customer Support Feedback Upselling Accountability 40

JivoChat

JULY 20, 2021

More importantly, we’ll teach you how to retain customers with 16 powerful customer retention strategies, which are effective whether you own a SaaS company, e-commerce store, or freelance business. Some ways you can implement this approach include creating a knowledge base, how-to videos, or using automated chatbots.

Customer retention 52

Customer retention Gamification Education Self service 52

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. This sort of feedback can take the form of written reviews, customer interviews, surveys, or even monitoring online review portals.

Customer retention 52

Customer retention SaaS Education Feedback 52

delighted

JANUARY 7, 2020

For SaaS companies, in particular, they can expect to increase revenue by $1 billion. According to Qualtrics XM Institute , while 73% of large companies regularly survey their employees, only 45% of executives seriously consider the feedback they provide. Survey your customers for employee feedback.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

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. A survey on the state of CX trends in 2021 revealed that consumer habits have changed significantly after 2020. Sure, conversational CX is the buzzword and is trending in the B2B SaaS world.

B2B 10

B2B SaaS Chatbots Self service 10

Uniphore

JANUARY 25, 2022

Last fall, we surveyed Australian consumer perspectives of video conversations. Conversational AI is a software technology in the SaaS space – software as a service – that we have spent years developing and refining. Video-based AI software is the answer to that demand.

Healthcare 52

Healthcare Banking Enterprise Automotive 52

SmartKarrot

APRIL 20, 2023

Email Automation: Use email automation tools to automatically send customer feedback surveys, onboarding emails, or other personalized messages. AI-Powered Chatbots: Implement chatbots to provide automated support and respond promptly to customers’ queries and quickly resolve their issues.

Chatbots 19

Chatbots Analytics Upselling CRM 19

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. Live chat and chatbot conversations. In-app sessions and user experience.

SaaS 105

SaaS Journey mapping B2B Feedback 105