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

JivoChat

JULY 14, 2021

If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service? Why Is Self-Customer Service Important?

Self service 52

Self service Chatbots B2B Customer centricity 52

Nicereply

MARCH 23, 2021

Staying on top of new customer service trends can be exhausting. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. We’ve got quite a few friends in the customer service world who inspire us. Founder of CoSupport.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

ShepHyken

SEPTEMBER 1, 2017

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. Don’t be fooled by the promise of traditional self-service solutions like knowledge bases and static FAQs.

Self service 209

Self service B2B SaaS Enterprise 209

JustCall

MARCH 10, 2023

What is a Customer Support Workflow? Customer support workflow is essentially a sequence of steps or processes that a company follows to effectively and efficiently resolve customer inquiries, complaints, or issues. You benefit from increased productivity and improved overall performance.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

Taylor Reach Group

NOVEMBER 17, 2017

With Customer Experience being a crucial factor in business operations, comes the importance of optimizing Customer Support and forecasting trends. Recently I was asked to contribute to an expert round-up on the top customer support trends to look for in 2018. 3) The Shift to Self-Service will accelerate.

Customer Support 63

Customer Support Self service Technical Support Chatbots 63

CSM Magazine

JUNE 28, 2021

The icing on the cake for your customers is good customer service, which is why according to the 2018 State of Global Customer Service Report, 95% of respondents indicated that customer service is important to their choice of brand. Make your company easy for customers to access.

Customer Service 52

Customer Service SaaS Chatbots Self service 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

Solvvy

SEPTEMBER 25, 2019

Not all SaaS products are created equal, and in order to make sure the investment is worthwhile, you need to look beyond the cool customer logos and free coffee from the sponsor booths, and drill down into what benefits the solution actually will deliver for your company. Will it reduce labor costs?

Customer Support 48

Customer Support Technology Self service Metrics 48

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

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

CSM Magazine

JANUARY 13, 2022

Yet with 55% of contact centre professionals envisioning that fewer staff will be employed within contact centres within the next five years as a result of technology adoption, reassurances will need to be provided to customers on the security measures that are in place, to ensure trust is maintained. About PCI Pal.

Surveys 52

Surveys Customer Service Self service Chatbots 52

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

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. 2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

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

inSided

JULY 18, 2019

We’ve heard it all before: customer service is changing, customers prefer self-service, drive customer engagement to increase retention, provide quality support or your customers will churn…. Whether it be for Customer Success or Customer Support departments, the benefits can be enormous.

B2B 60

B2B SaaS Self service Best practices 60

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

Solvvy

JUNE 17, 2021

Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy. Solvvy uses persona-based routing to use the information you already know about a customer or prospect to serve them solutions and content personalized specifically to them.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

ProProfs Blog

MAY 3, 2019

“Customer service should not be a department. Assisting customers is a straightforward practice in essence. In fact, it is inherent to any business activity and is a natural process whenever customer interaction occurs. Customer Support is a Bigger Challenge for Online Businesses. Integration With Live Chat.

Management 68

Management Customer Support Self service Surveys 68

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

JustCall

MARCH 9, 2023

Customer contact center software are simple solutions that automate the key processes, workflows, and operations of your contact center. Such solutions help your business deliver quicker and higher quality services to customers without engaging too many call agents. This makes it the best contact center software for SMBs.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

CSM Magazine

FEBRUARY 22, 2022

It is a help desk software for post-sales support and allows your customers to submit their complaints and feedback, which you and your team can address at any time. Zendesk (customer support software). Zendesk is one of the best customer experience tools for IT companies. Datto SaaS Protection.

Customer Experience 52

Customer Experience CRM Big data SaaS 52

Nicereply

SEPTEMBER 13, 2022

The knowledge base has been considered a crucial component of providing self-service for years. It’s often touted as indispensable for helping customers and upskilling support agents. Customer demands are changing and customer service technology is improving. The traditional knowledge base is fading.

SaaS 52

SaaS Chatbots Scripts Self service 52

Kayako

MARCH 21, 2018

Since onboarding involved understanding the inner workings of Kayako and how to best deliver customer support for a SaaS product, I needed my team to teach me the ropes. Those five months, however, proved that I was putting myself up for struggle if I relied solely on myself. 2: Have the whole team contribute.

Customer Service 56

Customer Service APIs Best practices Feedback 56

Solvvy

OCTOBER 25, 2022

You can take various approaches to measure customer satisfaction levels. Others may focus on a particular aspect, such as customer service or product quality. . However, calculating a customer satisfaction index for your business allows you to do both. What Is the Customer Satisfaction Index? This is your CSI. .

Surveys 62

Surveys Benchmark Metrics Brand ambassadors 62

CustomerSuccessBox

FEBRUARY 7, 2022

And it calls for customer success software which is a higher version of customer relationship management software – CRM, that is curated to gauge specific goals of driving success, and especially to cater to SaaS businesses. Brief on customer success management software. Customer Service Management Software.

Management 52

Management Customer advocacy CRM Upselling 52

JustCall

APRIL 5, 2023

These include the need to create value for customers on a recurring basis as well as lowering the switching costs for customers. Traditional customer support models will not cut it. Top 5 Customer Success Tools Every Business Must Use 1.

Management 52

Management CRM Analytics Customer retention 52

Kayako

APRIL 18, 2018

With that in mind, here are seven support centers (in no particular order) that we couldn’t help but love. Companies are finally giving customers what they really want: fast, accessible self-service. If the current reactions from customers are anything to go by, the new, independent support experience is here to stay.

Self service 79

Self service Entertainment Finance SaaS 79

SmartKarrot

JANUARY 21, 2022

All these CS objectives can be achieved only if you can fulfill your customers’ needs. One way to achieve your objectives is by providing top-class customer service. As a CSM, you would be proud of the way your team handles the customers or even how highly your product is regarded in the market. So, here we go.

Customer Service 10

Customer Service Multi-channel support Interactive Voice Response SaaS 10

OctopusTech

MARCH 1, 2023

Most companies will set up or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. Inbound calls are a fundamental aspect of customer service and support call centers.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Squelch

SEPTEMBER 10, 2019

This article, “ When Real-Time Customer Experience Isn’t Enough ,” was originally published by MarTech Advisor on August 26, 2019. Remember hearing when you were younger that the customer is always right? At the time, it probably just meant the customer service representative at your local retailer cheerfully accepted your return.

Customer Experience 45

Customer Experience SaaS Sales Self service 45

JustCall

APRIL 12, 2023

JustCall vs Aircall Customer Reviews Comparison The product score mentioned here is a culmination of real-time data from verified user reviews. What Are the Pain Points in Call Management and Customer Support, and How Can JustCall and AirCall Address Them?

Real estate 52

Real estate Interactive Voice Response CRM Call Center 52

Totango

SEPTEMBER 22, 2022

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. Here we’ll guide you through the essential SaaS tools you need for business growth. What Are SaaS Tools? Customer success.

SaaS 71

SaaS CRM Advertising Analytics 71

Squelch

SEPTEMBER 10, 2019

This article, “ When Real-Time Customer Experience Isn’t Enough ,” was originally published by MarTech Advisor on August 26, 2019. Remember hearing when you were younger that the customer is always right? At the time, it probably just meant the customer service representative at your local retailer cheerfully accepted your return.

Customer Experience 40

Customer Experience SaaS Sales Self service 40

Squelch

SEPTEMBER 10, 2019

This article, “ When Real-Time Customer Experience Isn’t Enough ,” was originally published by MarTech Advisor on August 26, 2019. Remember hearing when you were younger that the customer is always right? At the time, it probably just meant the customer service representative at your local retailer cheerfully accepted your return.

Customer Experience 40

Customer Experience SaaS Sales Self service 40

JivoChat

JULY 20, 2021

In this post, we’ll reveal why you should start focusing on customer retention and when. 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.

Customer retention 52

Customer retention Gamification Education Self service 52

ChurnZero

JANUARY 4, 2019

Enables Customer Success teams to become more knowledgeable about which of their success factors and interventions create the most adoption/usage/value for customers (meaning teams can adjust resources for maximal impact). Increases self-service for customers across all segments.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73