ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

ProProfs Blog

DECEMBER 27, 2018

Lead generation, sales, and operations continue to be the top business goals, but customer service is the foundation of organizational success. Without offering a delightful service experience to customers , your business may suffer in the long-run, since dissatisfied customers can jeopardize your business.

SaaS 109

SaaS Airlines Customer retention Finance 109

Nicereply

APRIL 30, 2020

Be all ears to your customers and let them boost your sales because of your ace customer services. Happy customers not only come back to interact more with your brand, but they bring loads of other customers too. 86% of customers will spend more for a better experience and service.

Sales 69

Sales Customer Service Upselling CRM 69

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. It is because as they kept acquiring new customers, they overlooked the existing ones! As a result, customers churned and the firm couldn’t do anything about it. If not, start focusing on customer retention. Incentivize Customer Retention.

SaaS 52

SaaS Customer retention Metrics B2B 52

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right? How Do These Functions Work Together?

Customer Support 65

Customer Support SaaS B2B Technology 65

LiveChat

SEPTEMBER 19, 2018

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a successful customer support team.

SaaS 106

SaaS Management CRM Sales 106

ShepHyken

DECEMBER 14, 2021

They are not worried about what department, whether it be sales, marketing, or customer support, resolves their issues. Customers really only care about problems solved. What do customers expect from CX practitioners? Compared to sales and marketing, the advice given to CX practitioners is always lagging.

Customer centricity 162

Customer centricity SaaS Engineering Sales 162

ShepHyken

MARCH 5, 2021

This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. He shares five customer-related applications worthy of taking your eCommerce customer service to the next level. As you might be aware, BFCM days indicate to eCommerce business owners how the next year will be in sales.

Customer Experience 227

Customer Experience SaaS Sales Marketing 227

Nicereply

FEBRUARY 22, 2023

Robust career pathing in customer support is critical. In our conversation, Erin Willis , Program Manager of Vendor Management at ClassPass , shares their support story. Let’s explore how others can use their experience to shape programs that professionally develop support agents.

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

JustCall

MARCH 7, 2023

It has been named one of the 50 best customer service products of 2023 by G2. Ranked 41st and among other industry-leading names, including Intercom, Tidio, and Drift, this is another one of several milestones JustCall and SaaS Labs (the parent company) have flagged over the past two years. JustCall bags one more accolade.

Customer Service 52

Customer Service Average Handle Time SaaS Telecommunications 52

TeamSupport

OCTOBER 26, 2020

Customer service can effectively make or break your business in the eyes of customers. According to Small Biz Genius , 95% of customers indicated that customer service is a decisive factor in their brand loyalty. This makes active listening an essential soft skill in your customer service team.

Customer Service 98

Customer Service B2B Customer Support SaaS 98

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 162

Customer Experience Scripts Self service outsourcing 162

Help Scout

APRIL 27, 2021

Long-time customer service professional Mat “Patto” Patterson answers readers’ most challenging customer support delivery, leadership, and career questions. Thanks, Simone, a SaaS Support Soft-Skill Seeker. My guide to hiring for customer service may help, too. Hello Simone!

Customer Service 91

Customer Service SaaS Personalization Best practices 91

TeamSupport

JULY 27, 2020

You’ve determined that e-mails and spreadsheets are no way to manage support interactions. And you want to break down the silos between support, sales, and product development and improve collaborations between these departments. Customization. Cost Effectiveness and Flexibility.

B2B 64

B2B Customer Support SaaS Accountability 64

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.

B2B 115

B2B Journey mapping SaaS Engineering 115

ProProfs Blog

SEPTEMBER 20, 2019

companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. . Bad customer service has become a major business problem today. Annually, U.S.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

LiveChat

APRIL 18, 2017

Most business owners don’t bother thinking about the difference between customer support and customer service. If you use Google to search for customer support, you’ll get results that include the term service, too. Some customer service experts will tell you to use the term you like.

Customer Support 55

Customer Support Customer Service Technical Support Consulting 55

CSM Magazine

FEBRUARY 5, 2021

For many years, companies have operated their customer service as a reactive program. In other words, post-sale customer service was designed to wait for a problem to arise, then react. Today’s companies are shifting to a proactive customer service model. Put the Right Tools in Place.

Customer Service 52

Customer Service call center software Feedback SaaS 52

CSM Magazine

JULY 10, 2023

That’s why it’s important to nail your customer service emails. Customer service can make or break your chance to convert a prospect into a loyal customer. Check out our blueprint for becoming a customer service rockstar for more on this.

Customer Service 52

Customer Service Construction Personalization SaaS 52

ProProfs Blog

JUNE 30, 2020

Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

CSM Magazine

FEBRUARY 17, 2020

For example, the next time you’re waiting to hear back from a customer service rep, recall the days before the internet, when automated responses were king. Indeed, in the 20th century, customer service calls usually went something like: “Thank you for calling Acme corporation. For client services, press 1.

Customer Service 83

Customer Service Telecommunications Chatbots Customer retention 83

JivoChat

APRIL 28, 2021

Customer service is king. What many companies fail to realize is that there are many different types of customer service. An essential aspect of customer service is engaging with customers where they are when they need you. Reactive vs. Proactive Types of Customer Service.

Customer Service 59

Customer Service Customer Experience Chatbots Self service 59

Solvvy

JUNE 22, 2022

You’ve probably noticed that your customers are impatient. When they search your website for answers or reach out for customer service or support, they want answers now. Chatbots help you meet this demand by allowing your customers to type or ask a question and get an answer immediately.

Chatbots 119

Chatbots Banking Self service Finance 119

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 107

B2B Customer Experience B2C SaaS 107

LiveChat

NOVEMBER 13, 2018

You may think that being a Customer Success Manager is a piece of cake. A cherry on top even, after years of working in customer service. But I’m here to bring you closer to all the specifics I learned from LiveChat’s Customer Success Managers. Customer Success Manager’s skills. Experience in customer support.

SaaS 54

SaaS Management Feedback Customer Support 54

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. How customers experience your brand is more important than ever before.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

CSM Magazine

JULY 2, 2020

Edmund Ovington, VP at Unbabel , discusses the impact of the pandemic and the challenges customer service teams face to scale up and respond quickly to customer needs. Many of us have experienced travel industry customer service during this crisis. Testing times for travel. Testing times for travel.

SaaS 98

SaaS Entertainment CRM Customer Service 98

SmartKarrot

AUGUST 11, 2021

“A customer is a King”, an age-old business mantra that emphasizes the importance of customers or would-be customers in every business. The same is true for companies who are dealing in SaaS products. The lifeblood of the SaaS business is its customers. Fewer features in your SaaS product.

SaaS 19

SaaS Consulting Consulting Sales 19

Talkdesk

JANUARY 20, 2017

If a company isn’t making satisfied customers , it won’t be making anything for very long. At the absolute highest level, every company exists to serve the customer. The sales and marketing teams consider value for potential customers and determine the product position. Use them as a focus group for new features.

Customer Service 46

Customer Service SaaS Engineering Contact Center 46

ShepHyken

SEPTEMBER 1, 2017

Self-service support is becoming more and more widely accepted. As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives. Nineteen year-old college students.

Self service 209

Self service B2B SaaS Enterprise 209

SmartKarrot

OCTOBER 7, 2021

One of the most critical measures of a business’s success is the kind of customer service it provides to its customers. It is more than necessary to improve the SaaS customer service process and that is what this blog is all about. Reward your special and loyal customers. Like what you are reading?

SaaS 10

SaaS Customer Service Scripts Personalization 10

CSM Magazine

JULY 22, 2021

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. But not only has the face of the customer evolved over time, so too has the shape of the business world.

Advertising 98

Advertising SaaS B2C Engineering 98

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. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

Kayako

JUNE 30, 2016

It struck me that it would be a really useful way to train customer support people and help them understand what “good” or “great” customer service skills look like. Our customer support team at Customer Thermometer is called The Ministry of Magic. It’s so much more meaningful than a job description.

Customer Service 65

Customer Service Customer effort Customer Support SaaS 65

ChurnZero

FEBRUARY 9, 2021

This course address what CSM is and why it’s important; what types of situations CSM applies to; and how CSM can help increase a company’s sales revenues and profitability. The course then reviews the 14 tenets (or guiding principles) of customer success. Sales: Customer Success. Level: Intermediate.

Journey mapping 98

Journey mapping Best practices Consulting Consulting 98

Kayako

JUNE 30, 2016

It struck me that it would be a really useful way to train customer support people and help them understand what “good” or “great” customer service skills look like. Our customer support team at Customer Thermometer is called The Ministry of Magic. It’s so much more meaningful than a job description.

Customer Service 62

Customer Service Customer effort Customer Support SaaS 62

delighted

SEPTEMBER 8, 2021

Can you tell us how you got started in customer experience? I spent my first seven years in sales at a Fortune 50 bank and then moved into customer service. When I first started in customer service, I thought to myself, “This is my calling, this is what I love doing.” When I was in sales, revenue was King.

Customer Experience 95

Customer Experience Healthcare B2C Sales 95