ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. Luckily for customer success teams, there is no shortage of resources available. The 2020 Customer Success Trends Toolkit.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

Playvox

NOVEMBER 29, 2022

When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. Customer Rage And Pandemic Rage. Agents are dealing with numerous customers with different personalities and different communication skills.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

Nicereply

NOVEMBER 21, 2023

Strong NPS is the backbone of a thriving customer experience. Net Promoter Score is a measure of how positively your customers rate you and your products. This metric is predictive of how likely they are to repurchase from you in the future, which makes a good NPS score a strong indicator of future success and growth.

Surveys 59

Surveys B2B Feedback Education 59

JustCall

APRIL 4, 2023

’ It can include a wide range of topics such as product knowledge, sales techniques, effective communication, objection handling, customer service, and time management. Content Marketing This strategy is all about creating and sharing valuable content that attracts potential customers to your website.

Call Center 52

Call Center Sales Inbound sales Upselling 52

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Playvox

AUGUST 11, 2022

Related Article: 8 Benchmarks To Improve Your Live Chat Metrics. Unfortunately, this is one of the major issues customer success teams have reported to us when it comes to chat tagging – that it just doesn’t happen at all. Related On-Demand Webinar: Ensuring Quality Among Your Agents: 5 Lessons for eLearning & Training.

Analytics 83

Analytics Customer Support Benchmark Accountability 83

Playvox

APRIL 19, 2023

While issues might pop up unexpectedly from time to time, effective time management is a crucial skill that contact center agents can apply to their daily tasks to provide efficient and effective service to customers. Schedule adherence ensures that agents are available when customers need them, providing timely and efficient service.

Time management 56

Time management Contact Center Management Schedule adherence 56

Fonolo

SEPTEMBER 26, 2017

Spikey” traffic degrades the customer experience and drags down key performance metrics. Long wait times also lead to frustrated customers who then take out their anger on the agents, raising average handle time and lowering agent morale. Webinar: How to Lower Abandon Rates and Improve the CX . Plus so Much More!

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

ChurnZero

NOVEMBER 30, 2018

To dive into this topic we hosted a well attended webinar this week with Michael Redbord, who is the Vice President and General Manager of the Service Hub at HubSpot. No worries, if you missed the webinar. Webinar Q&A Recap. Speaker: Michael Redbord, Vice President & General Manager, Service Hub, HubSpot.

Customer Support 49

Customer Support SaaS Best practices Metrics 49

ClientSuccess

OCTOBER 2, 2019

While yes, at the end of the day both roles work directly with customers to ensure success, the ways that they carry out the responsibility are notably very different. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. .

Accountability 47

Accountability Management Upselling SaaS 47

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

ClientSuccess

AUGUST 30, 2018

When it comes to building a culture of customer success, Carine recommends making your onboarding, training, and activation experience as easy as possible for the customer, no matter what. Bring the best parts of personal service over to your professional team to ensure your customers feel special. . Don’t lose hope.

SaaS 40

SaaS Best practices Personalization Metrics 40

Squelch

MAY 10, 2019

The desire for instant gratification extends to customers’ expectations regarding the experience they receive from companies. For instance, Hubspot found that “90% of consumers rate an immediate response as important or very important when they have a customer service question,” with immediate defined as 10 minutes or less.

Customer Experience 40

Customer Experience Average Handle Time Customer retention Metrics 40

ClientSuccess

JULY 29, 2019

We try to lead by example by providing outstanding customer support through quick response time, connecting clients with other members of the group who may be able to support their agency, and seeking out subject matter experts on their behalf to make sure we’re providing the best information possible. Question 4.

Best practices 59

Best practices Metrics SaaS Customer Service 59

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Motivational quotes on customer service.

Customer Service 80

Customer Service Coaching Education Best practices 80

Comm100

OCTOBER 8, 2016

Relationship Marketing, an aspect of Customer Relationship Management (CRM), is the term used to describe the focus on the customer’s experience over boosting short-term metrics like acquisition and sales. Try creating materials like: Seminars/Webinars. Give customers one-on-one attention. Special Reports.

Customer retention 60

Customer retention Scripts Education Marketing 60

ClientSuccess

OCTOBER 12, 2020

It can be difficult to recognize internal processes as reactive, especially if they’re currently working for customers. There is a difference, however, between eking out a passable customer service strategy and actually building the foundation for a long-term, scalable customer success function.

Journey mapping 59

Journey mapping SaaS Accountability Metrics 59

ClientSuccess

APRIL 6, 2021

Customer success is one of the critical functions of any successful SaaS company, and as such it requires a platform that is fully dedicated to the strategic needs of a customer service team. A single, objective customer success ‘grade’ . Customer ‘success’ is measured by many different metrics.

Metrics 68

Metrics SaaS Accountability Best practices 68

ChurnZero

SEPTEMBER 16, 2021

If you want to throw more fire behind your customer retention strategies , keep reading for some tips and tricks to keep them going strong. Track and Analyze Your Churn Metrics. Metrics you could track include: Customer usage behaviors — when do your customers log on, and for how long?

Customer retention 52

Customer retention SaaS Education Feedback 52

NobelBiz

FEBRUARY 22, 2023

In this SOCAP webinar, we discuss how to effectively maximize the contact center manager’s connection with technology to achieve organic growth and long-term success for incoming and outbound contact centers. We answer each of these questions and more in our ebook On-premise vs Cloud Contact Center Solution: Advantages and challenges.

contact center solutions 52

contact center solutions Contact Center Cloud contact Contact center software 52

NobelBiz

FEBRUARY 21, 2022

In this SOCAP webinar, we discuss how to effectively maximize the contact center manager’s connection with technology to achieve organic growth and long-term success for incoming and outbound contact centers. We answer each of these questions and more in our ebook On-premise vs Cloud Contact Center Solution: Advantages and challenges.

Contact center software 52

Contact center software Contact Center contact center solutions Cloud contact 52