Nicereply

MARCH 23, 2021

We’ve got quite a few friends in the customer service world who inspire us. We’ve linked each person to their Twitter feed so you can follow them. For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on!

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Solvvy

JUNE 22, 2022

NLU algorithms learn from different sources to develop an understanding of a person’s intent when they ask a question or make a statement. When powered by these technologies, a chatbot works more like a conversation with another person rather than a search engine. Why Conversational AI is a Good Fit for Customer Service.

Chatbots 119

Chatbots Banking Self service Finance 119

Nicereply

AUGUST 11, 2020

If you’re a person that loves helping, finding a career in customer support can feel like a dream come true. Luckily for you, the needs of customers continuously evolve and, with them, the types of roles available to people like us who love to help them. Implementation Engineer. Why it’s valuable.

Customer Experience 105

Customer Experience Engineering Sales Best practices 105

CustomerSuccessBox

JUNE 24, 2022

Every SaaS business lives and breathes by reducing churn and increasing recurring revenue. Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

TeamSupport

SEPTEMBER 29, 2020

They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationships. CIO Review: In your interactions with customers, what sense do you get of the challenges they face now in the CRM space and how is TeamSupport?

B2B 89

B2B CRM Morale Enterprise 89

LiveChat

MAY 16, 2017

While there may be elements of truth to this, (check out the Burger-Flipping Robot that threatens to replace fast-food workers) companies who embrace automation in customer service often find that handing off the more repetitive support tasks to automation frees up time to provide better and more personalized customer service.

Personalization 48

Personalization Customer Service SaaS Engineering 48

SmartKarrot

AUGUST 29, 2022

Getting fired up about SEO (Search Engine Optimization) or social media is sometimes challenging as a SaaS business. The fundamentals of delivering an excellent product and keeping customers happy give any company staying power. Here are 14 key lessons that SaaS businesses can learn from Netflix, which we have detailed below.

SaaS 10

SaaS Engineering Advertising B2B 10

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. The value to your organization is making the data accessible to the people who can use it to improve your customer experiences. There are many uses for customer data.

SaaS 118

SaaS Self service CRM Feedback 118

inSided

OCTOBER 2, 2019

So we're clear: The need to facilitate effective customer self-service, in B2C and B2B organisations, is a non-negotiable. That said, it's fair to say that it becomes even more critical in B2B SaaS companies, where increasing customer engagement, and retention, are (or should be!) What’s more?

Self service 67

Self service B2B SaaS Gamification 67

UJET

APRIL 21, 2020

Vasili joins UJET with more than two decades of experience in the contact center, unified communications (UC), telecom, and SaaS industries. I am extremely passionate about customer service and have been in the space for a while leading mostly sales teams and have had stints in running product and engineering.

Contact Center 72

Contact Center SaaS Engineering CRM 72

UJET

APRIL 21, 2020

Vasili joins UJET with more than two decades of experience in the contact center, unified communications (UC), telecom, and SaaS industries. I am extremely passionate about customer service and have been in the space for a while leading mostly sales teams and have had stints in running product and engineering.

Contact Center 72

Contact Center SaaS Engineering CRM 72

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. Going into support is now considered a valid career choice. Sarah brilliantly navigates the support process of how to handle a customer query.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

Mindtouch

OCTOBER 23, 2017

The customer support field has undergone a renaissance during the last five years. A flood of technological innovation has improved support experiences to bolster renewal rates and customer loyalty. As such, there’s been a perfect storm of market forces driving growth in self-service support. Why Customer Support?

Self service 65

Self service Upselling SaaS Customer Support 65

Nicereply

MARCH 7, 2019

” With International Women’s Day right around the corner, on March 8th, we figured it was an excellent time to give credit to some of the amazing women in the customer support, success, and experience world. Sarah has done tons of amazing work for the modern support industry. Sarah Hatter. Sarah Betts. that was close.

Engineering 94

Engineering Customer Support SaaS Personalization 94

SmartKarrot

NOVEMBER 22, 2022

With a land and expand strategy, you can also build long-term relationships with customers by offering them personalized service tailored to their needs. And since most businesses are looking to grow their customer base, they will be more open to working with you in the future if they see value in doing so.

Engineering 10

Engineering Sales Enterprise Self service 10

Answer Dash

MAY 7, 2018

In fact, “70% of app users preferred added functionality over “look and feel” of the app, and 61% of customers said they were more likely to buy from companies delivering custom content.” “79% Brands with effective omnichannel engagement programmes keep 89% of customers,” ( Aberdeen Group ).

Customer Experience 54

Customer Experience B2C B2B SaaS 54

ChurnZero

MARCH 20, 2020

It’s used in a range of fields including psychology, biology, economics, and engineering. Applied to Customer Success talent, it translates to possessing skills that aren’t too technical, nor too service-oriented, but rather a happy medium. The new growth engine. Be Personable. Be Data-Minded.

Customer centricity 52

Customer centricity SaaS Finance Scripts 52

Solvvy

AUGUST 31, 2022

Using the tips in this blog can help you tailor your strategy, the KPIs you’ll use in addition to the CSAT score, and the best way to measure CSAT for your business, your industry, and your customer base. What Is Customer Satisfaction? When you allow the person to get the reward, the customer feels satisfied.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services.

B2C 0

B2C SaaS Accountability B2B 0

Kayako

MARCH 21, 2017

According to the customer quotient study , technology has the third highest rating for industries where customers feel respected. That means your customers come in expecting a high-level of competence and service ability from the agent. That’s a lot of pressure for a customer support agent! Donald Porter.

Education 84

Education Best practices Feedback Personalization 84

Help Scout

AUGUST 22, 2018

Firing a customer is a radical act, but there are times when it’s necessary to protect your team. Challenging customer support interactions happen all the time; almost always, though, there’s a nugget of gold at the heart of a customer’s feedback and their experience of your product or service.

Construction 40

Construction Engineering Feedback Personalization 40

SmartKarrot

FEBRUARY 8, 2022

Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to fully understand the publishers’ business strategies and measurements for success. Serve as a customer advocate internally while effectively collaborating with internal teams including product management, sales, design, QA, and engineering.

Upselling 19

Upselling B2B Customer centricity SaaS 19

Amity

MARCH 10, 2017

Whether it's as an individual Customer Success Manager, or as a SaaS leader transitioning to a Customer-Centric Organizational model, it goes without saying there's a lot to learn. Customer Success is a great opportunity for young professionals looking to make a direct impact. Getting started ban be dreadful.

Engineering 90

Engineering Upselling Metrics Customer centricity 90

AWS Machine Learning

JUNE 16, 2022

Staff Machine Learning Engineer at Zendesk. Zendesk is a SaaS company that builds support, sales, and customer engagement software for everyone, with simplicity as the foundation. It thrives on making over 170,000 companies worldwide serve their hundreds of millions of customers efficiently.

SaaS 123

SaaS Engineering Personalization Enterprise 123

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services.

B2C 60

B2C SaaS Accountability B2B 60

SmartKarrot

JANUARY 21, 2022

Empathy and concern are the key points in ensuring customer success. You need to pay attention to customers, understand their concerns, be empathetic, and ensure transparent interactions. Tailored communication, personalized services, and a high level of fairness are required to keep customers happy.

Customer Service 10

Customer Service Multi-channel support Interactive Voice Response SaaS 10

REVE Chat Blog

MARCH 18, 2020

Information is the oil of the 21st century, and analytics is the combustion engine”. For SAAS businesses, it could be “Sign up for free trial”. As everything is predefined and structured the conversations do not go haywire while NLP based bots can be pretty complex and hyper-personalized. . Why chatbot analytics matter? .

Chatbots 81

Chatbots Metrics Analytics Banking 81

REVE Chat Blog

MARCH 18, 2020

Information is the oil of the 21st century, and analytics is the combustion engine”. For SAAS businesses, it could be “Sign up for free trial”. As everything is predefined and structured the conversations do not go haywire while NLP based bots can be pretty complex and hyper-personalized. . Why chatbot analytics matter? .

Chatbots 77

Chatbots Metrics Analytics Banking 77

Callminer

AUGUST 1, 2017

Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. Bill Dettering. Increasing context.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Amity

JULY 26, 2018

Do you know exactly what kind of person should fill your missing role? What kind of person will be a good fit with your culture? For example: Amity is a fast-growing customer success company that loves collaboration and teamwork throughout the organization. Help the Chief Customer Officer to create a churn reduction plan.

Chief Customer Officer 65

Chief Customer Officer Metrics Engineering Sales 65

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. Examples include: Search engine queries and ads.

SaaS 109

SaaS Journey mapping B2B Feedback 109

CSM Magazine

MAY 24, 2021

As many employees and leaders in Customer Support already know, there are pros and cons to every service model. Build out a team of agents, and you’ll give your customers the impression of being “high-touch.” And customers know it. In fact, Forbes says that poor customer support is costing businesses $75 billion a year.

Customer Support 52

Customer Support Engineering Self service B2B 52

SmartKarrot

JANUARY 5, 2021

His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. She has also geared up many product-based SaaS companies as an Investor in recent times. he has been supporting the customer relationship management professionals and teams for over decades now.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

AWS Machine Learning

NOVEMBER 22, 2023

If you’re new to re:Invent, you can attend sessions of the following types: Keynotes – Join in person or virtually and learn about all the exciting announcements. Also hear different architectural patterns that customers use today to harness their business data for customized generative AI solutions. Reserve your seat now!

Engineering 112

Engineering Best practices APIs Government 112

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. She is the co-founder of ePesos, which required her to build the Customer Success team from scratch.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

TechSee

JANUARY 25, 2023

As Volta Charging ’s Vice President of Service Operations, he leads the field service, customer support, and operational analytics functions. His team ensures Volta’s stations are online and well-maintained and that their drivers, site partners, and advertising customers have an excellent experience.

Automotive 41

Automotive Management Enterprise B2B 41

Kayako

NOVEMBER 3, 2016

I keep hearing about SaaS. Account management isn’t new, but its role has evolved with the rise of Software as a Service (SaaS) companies. (We It is human nature to feel more comfortable talking about your requirements to one person. The role of an account manager in a SaaS company. How does it help with accounts?

SaaS 0

SaaS Accountability Management Finance 0