HGS

JUNE 20, 2018

Brand education of the channel’s features doubles acceptance rate, with a three-month tracking showing a customer channel use growth from 15% to 33%. Additionally, research indicates that call reasons offer significant upsell—with Damaged/Broken Parts calls coming in at 21% and Part/Product Purchase playing a 12% role in call reasons.

Upselling 100

Upselling Average Handle Time Education Customer effort 100

Nicereply

NOVEMBER 21, 2022

Custify is a customer success tool that provides a complete overview of your customers, which makes it easier for you to proactively solve their problems. With Custify, you can identify at-risk customers and reduce unnecessary churn. Best features: Customer 360° Customer health scores Reports Workflow automation.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

ClientSuccess

NOVEMBER 2, 2022

Building a personal investment in your product can excite customers. Personalize strategic efforts to their unique needs. . Cultivating the customers already in your business book is an effective, efficient, and cost-savvy way to grow your business organically without investing time and resources into finding new customers.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ProProfs Blog

DECEMBER 11, 2020

Having said that, these aren’t the only benefits a business can gain from metrics for customer satisfaction. These can also help you in: Preventing customer churn. Improving customer engagement. Gaining better profits by recommending the right products during an upsell opportunity. Customer Effort Score (CES).

Metrics 148

Metrics Abandon rate Surveys Feedback 148

Mindtouch

AUGUST 20, 2017

Here are six good places to start—six of the most important customer success KPIs to help any business begin measuring and improving their success model. Upsell and cross-sell rate. Put plainly, upsell and cross-sell rate is the number of people that accept an alternative or augmented offer. Customer Effort Score (CES).

Upselling 71

Upselling Customer effort Surveys Technology 71

TechSee

DECEMBER 2, 2020

This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells. Visual assistance technology is a powerful tool for technical support, but it can also help address other customer inquiries, deliberations, and bureaucratic issues.

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

ClientSuccess

FEBRUARY 21, 2022

Billing and Contract Terms: Is the customer up to date on all their bills and payments? What do the contract terms look like regarding opt-out, renewals, and upsells? Do multiple people on your internal team or at your company have relationships with different customer organizations?

Upselling 68

Upselling Metrics SaaS Customer effort 68

Pointillist

MARCH 20, 2020

The team estimates that rolling out the new automated system to all customers could save $14.1M Leverage Journey Analytics to Understand What’s Driving Customer Effort Scores A health insurance company seeks to understand why their customer effort scores (CES) are so high for newly enrolled members trying to set up automated premium payments.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Help Scout

MAY 27, 2021

There are a few key components that dictate that success: Upselling: Account managers need to be skilled at upselling. They need to know what a customer might be debating and describe the added value they will get by purchasing an additional tier or product feature. Key components of account management. Knowledge type.

Accountability 65

Accountability Management Upselling Education 65

Call Experts

APRIL 8, 2024

Satisfied customers will likely become loyal brand representatives and continue engaging with the business. By integrating a customer journey contact center, you can improve the customer journey, cultivate long-term customer relationships, and unlock opportunities for upselling, cross-selling, and more.

Contact Center 52

Contact Center Customer centricity Call Center Feedback 52

Totango

MARCH 6, 2020

This allows your customer success team to benefit from the data gathered by the sales team; the support team to access a comprehensive history populated by the CS team; and you and your team to personalize upsell and renewal campaigns based on a record of customer behavior. Customer suggestions are just that – suggestions.

Best practices 93

Best practices Upselling Enterprise Feedback 93

Tethr

JULY 29, 2020

Whether they’re speaking to someone in your call center or interacting digitally, there is so much you can learn about the customer experience as a whole if you listen to all the ways a customer communicates with your business. Inside every channel, instances of customer effort, frustration, confusion and feedback are prevalent.

Brand ambassadors 66

Brand ambassadors Upselling Advertising Sales 66

Global Response

JULY 3, 2023

Brands like Chewy have nailed this aspect of customer service, regularly sending flowers, handwritten notes, drawings of people’s pets and pet toys to their customers after a customer service interaction. Maybe you’ll even let them try your product to see if they’re like it, or buy them one of their own.

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

Fonolo

MARCH 28, 2023

Monitoring customer satisfaction levels: A customer experience manager will evaluate feedback and monitor trends. They’ll also track contact center metrics like net promoter score, customer satisfaction score , and customer effort score to understand customers’ needs and identify ways to improve CX.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

ClientSuccess

FEBRUARY 8, 2023

Logo retention rat e: the opposite metric from logo churn rate, this number measures the percentage of customers that renew or retain their business with your organization in a given timeframe. Product adoption : this metric tracks how many users at a specific customer are using the product or service.

Metrics 75

Metrics Upselling B2B SaaS 75

ClientSuccess

DECEMBER 21, 2021

Logo retention rate: the opposite metric from logo churn rate, this number measures the percentage of customers that renew or retain their business with your organization in a given timeframe. Product adoption: this metric tracks how many users at a specific customer are using the product or service.

Metrics 100

Metrics Upselling B2B SaaS 100

TechSee

MARCH 24, 2021

This maturity improves their level of service, enhances the customer and employee experience, optimizes costs, and generates revenues from upsells. If more assistance is needed, the customer is transferred to a live agent who already has all the information needed to continue helping the customer.

Self service 109

Self service Upselling Chatbots Contact Center 109

Mindtouch

MAY 2, 2018

As the age of the customer continues to influence the shape and strategy of customer interactions, customer experience (CX) data such as Net Promoter Score (NPS ® ), Customer Effort Score (CES), and Customer Satisfaction (CSAT) inform strategic discussions across industries and verticals.

Customer Experience 59

Customer Experience Customer advocacy Customer effort Upselling 59

Totango

MAY 5, 2021

Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Tracking the progress of customer satisfaction to judge the success of proactive measures. Customer Effort Score (CES). Asking promoters to participate in a case study, serve as a reference, or speak at an event.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Nicereply

FEBRUARY 2, 2024

Track and Share Data With Other Teams Customer success is a data-driven business function. For instance, the customer effort score (CES) will help you learn if your product is easy to use or not. You can obtain the CES score by asking customers how easy your business made it to solve their issues through a survey.

Education 59

Education Accountability Customer retention Journey mapping 59

Upstream Works

SEPTEMBER 24, 2019

They could greet them not just by name but with a complete understanding of their journey, their preferences, and their purchase history – and choose to send them to an agent that can provide exactly what that particular customer needs, potentially before they even know that they need it.

Upselling 60

Upselling Contact Center Customer effort Surveys 60

Tethr

JULY 21, 2020

Based on the Tethr Effort Index, AIS is a machine learning-based score that isolates the specific variables attributable to an agent within an interaction with a customer. With AIS, every customer interaction – 100 percent of them – receives a separate, objective score with no bias. Driving agent behaviors using AIS.

Coaching 71

Coaching Construction Scripts Upselling 71

Tethr

JULY 16, 2020

Tethr’s latest scoring algorithm, the Agent Impact Score (AIS) isolates the agent’s impact on perceived customer effort, with potentially damaging effects on customer loyalty. Customers care a lot about how issues are resolved. And now we have a way of isolating this relative contribution toward perceived customer effort.

Coaching 70

Coaching Customer effort Customer Care Upselling 70

CSM Magazine

MARCH 16, 2023

This means applying Machine Learning (ML) to call transcripts to automatically find the ‘needles’ or key topics and library of associated phrases that really matter such as those relating to churn risk, compliance or upsell. Create Conversational Clarity The average organisation analyses just 2% of customer interactions.

Analytics 52

Analytics Coaching Finance Upselling 52

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Customer satisfaction and feedback surveys. Upsell purchases. Examples include: Search engine queries and ads.

SaaS 105

SaaS Journey mapping B2B Feedback 105

Kayako

APRIL 1, 2022

Personalize responses so that the customer feels confident even while interacting with automated support. Automations should increase efficiency, reduce customer effort and increase team transparency. Use automation to support human agents, not replace live help with frustrating bot loops.

Sales 90

Sales Upselling Personalization Chatbots 90

ClientSuccess

JULY 1, 2019

As a CSM or customer success leader, you already know how involved other departments have to be with customer accounts. Marketing: Marketing influenced renewal or upsell dollars. Services: Customer Effort Score (CES). HR: Attend X trade shows or customer events annually. Product: Product time-to-value.

Finance 49

Finance Upselling Metrics SaaS 49

Tethr

JUNE 22, 2020

At Tethr, we find the majority of our customers’ experience drivers fall into one of two general buckets: Customer effort-related drivers and their reasons Customer interaction reduction drivers and their reasons. How, then, do you improve a customer experience pain point like this? CX IMPROVEMENT.

Customer Experience 66

Customer Experience Customer effort Interactive Voice Response Coaching 66

ClearAction

DECEMBER 14, 2017

Customer Profitability (efforts to increase revenue and profit from customers). Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining.

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

Customer Service Life

APRIL 27, 2018

Chattermill is a system that allows you to pull customer feedback from NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) surveys into one place. Here are four tools we’ve been impressed with that span a few different genres that you might find interesting. Chattermill.

Contact Center 68

Contact Center Upselling CRM Feedback 68

Totango

OCTOBER 20, 2020

Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Tracking the progress of customer satisfaction to judge the success of proactive measures. Customer Effort Score (CES). Asking promoters to participate in a case study, serve as a reference, or speak at an event.

Customer Experience 84

Customer Experience Education Customer centricity Metrics 84

aircall

DECEMBER 9, 2016

This presents you with opportunities for upselling and capitalizing on their loyalty towards a mutually beneficial relationship. But by upselling your existing customers and enticing them to make further purchases as they grow, it can ultimately yield a much higher ROI for your own business. The lower your score, the better.

Customer centricity 81

Customer centricity Customer retention Upselling Customer effort 81

Nicereply

APRIL 22, 2021

The extra information about customers’ sentiment towards the deal can help you serve them better after purchase, when it comes to renewing their contract, or approaching them about additional upsells. You can also use Nicereply to measure Net Promoter Score and Customer Effort Score in the same way.

Sales 52

Sales Surveys Upselling Feedback 52

JustCall

MARCH 9, 2023

creating product documentation and associated resources, and so on Over to You There you go—while the difference between customer support and customer service may not seem much at first glance, the two are varying fields with contrasting end goals.

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

Call Experts

JULY 13, 2023

Satisfied customers will likely become loyal brand representatives and continue engaging with the business. By integrating a customer journey contact center, you can improve the customer journey, cultivate long-term customer relationships, and unlock opportunities for upselling, cross-selling, and more.

Contact Center 52

Contact Center Customer centricity Call Center Feedback 52

JustCall

MARCH 7, 2023

Instead, focus on the following questions while choosing your channels: Are they effective in serving different customer segments? Do they reduce customer effort? Do they enable consistent experience across customer journeys? However, providing numerous ineffective channels is not the answer.

Multichannel 52

Multichannel Contact Center Interactive Voice Response contact center solutions 52