JivoChat

FEBRUARY 7, 2021

And then, we’ll look at some examples of when to use the various live chat triggers to improve support and boost conversion rates. For example, landing on the JivoChat homepage, you might see an automated proactive chat message like this: “Psst! Upsell and cross-sell. But knowing which one to use isn’t always easy.

Abandon rate 52

Abandon rate Upselling Sales Personalization 52

TechSee

SEPTEMBER 21, 2023

This provides a base layer of knowledge and capability that grows with each new interaction, evolving and improving through man-in-the-middle and fully autonomous feedback-improvement loops. For example, a chat interaction with a website visitor differs from an email inquiry.

Engineering 109

Engineering Enterprise Chatbots Self service 109

Kayako

OCTOBER 16, 2017

Your customer support and customer success teams need shared goals. There is no shortage of metrics customer support teams could be tracking. Example: increase percentage of users who reach “onboarded” stage. Example: increase net recurring revenue. Customer satisfaction. Product feedback.

Customer Support 74

Customer Support Feedback Surveys Finance 74

CSM Magazine

MARCH 27, 2020

It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. Bad customer support is harder to spot, but it runs deeper than a quick social media fire that needs extinguishing. What is Customer Support?

Customer Support 52

Customer Support Self service Feedback Upselling 52

Solvvy

MAY 8, 2019

In this fireside chat, hear insights from Caroline and Solvvy’s Maria Jiang on how to ensure Customer Support has a voice in determining the product roadmap, how to better position your products and services to align with customer expectations, and more. Caroline : That’s a great example, Maria.

Feedback 48

Feedback Self service Upselling Customer Support 48

Totango

SEPTEMBER 20, 2022

Monitoring customer satisfaction metrics and intervening when low satisfaction levels are detected. Offering customized upsells geared toward customer needs and product usage patterns. What Is Customer Support Enablement? How Should Customer Success Enablement and Sales Enablement Work Together?

B2B 82

B2B SaaS Education Brand ambassadors 82

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. These actions showed us that there was an appetite for even more customer-centric services.

Sales 111

Sales Customer Experience Upselling Self service 111

Nicereply

JULY 28, 2022

From this blog post, you’ll learn how your sales and customer service teams can work together for great results. Promote exchanging of customer data. Documenting the relationship with the customer is essential for both the sales team and the customer support team. Take feedback from customer service teams.

Sales 59

Sales Customer Service Upselling Average Handle Time 59

CSM Magazine

DECEMBER 6, 2023

These satisfied customers are therefore more than willing to spread the good news about your brand with others. Here’s a great example of a customer sharing a positive experience on a review site. Source These positive reviews and customer recommendations can then serve as social proof for the business.

Upselling 52

Upselling SaaS Advertising Marketing 52

Win the Customer

JANUARY 20, 2020

This also results in building more opportunities for upselling and cross-selling. It’s similar to how a store clerk greets customers when they step into a store. This is an example of artificial intelligence in eCommerce. Take a look at how all of your competition asks for feedback at the end of interactions with customers.

Chatbots 159

Chatbots Feedback Surveys Sales 159

Global Response

JULY 3, 2023

If you understand your customer needs and preferences, you’ll be able to create experiences that are relevant, unique and personal to the individual or group of customers you’re working with. For one, you can ask your customers directly—through surveys, individual feedback, and so on. Get feedback and follow up.

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

Kayako

SEPTEMBER 15, 2016

Or maybe your helpdesk is limiting you to reactive customer service? Satisfaction for working in customer support has been sinking. Customer support professionals are 6.8% And support managers reported that maintaining and improving team morale is one of the top challenges they face. Upsell – check!

Customer Support 68

Customer Support Feedback Best practices Engineering 68

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

B2B 98

B2B Upselling Customer retention Customer Support 98

Totango

SEPTEMBER 13, 2022

At Totango, we build customer success playbooks from SuccessBLOCs : modules that combine optimized automated and manual workflows called SuccessPlays with KPI, monitoring, and segmentation tools to trigger SuccessPlays at the exact moment when your customer needs them to achieve their goal. Expansion of product usage through upsells.

SaaS 86

SaaS Upselling Best practices Customer retention 86

Totango

JUNE 4, 2021

If you have a good 360-degree view of data on your customers and the ability to segment customers based on your data, you can engage clients in highly personalized ways. For example, you can set up Totango Spark’s SuccessBLOC modules to trigger automated messages based on specific customer behaviors.

B2C 62

B2C Upselling Journey mapping B2B 62

CustomerSuccessBox

JUNE 24, 2022

User engagement strategy forms the foundation of customer success management, and this user engagement journey continues throughout the lifetime of the customer. Post-sales, as you begin defining the customer success journey. For example, onboarding becomes the first test of the user engagement strategy.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Totango

OCTOBER 20, 2022

A customer success manager helps customers continually see value in your product by helping them discover new features and teaching them how to use your product to their maximum benefit. CSMs act as the voice of the customer bringing user experience feedback to the product team. What do you do if a customer is angry?

Management 90

Management Upselling Coaching Best practices 90

JustCall

APRIL 3, 2023

This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

MARCH 4, 2022

First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Then, we’ll consider how B2B customer service differs from customer success in a B2B context. Common examples of B2B customer service issues that arise in a SaaS context include: Billing problems.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

ShepHyken

JULY 31, 2020

In fact, co-browsing-aided support conversations are so successful that satisfaction ratings from a recent Forbes report reflected a high of 89.3%! Let’s take Acquire, for example. Acquire’s co-browsing feature helps you show the customer how to use your product instead of telling them.

Customer Experience 268

Customer Experience Customer Service Chatbots Upselling 268

ChurnZero

AUGUST 14, 2020

Use these data fields to create segments, trigger alerts, run automated playbooks, send NPS campaigns, manage customer journeys, and calculate ChurnScores. Examples: Salesforce , HubSpot , Netsuite , and Copper. . Customer Support/Service Software and Ticketing Systems. What is customer support software?

CRM 87

CRM Finance Upselling Accountability 87

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. The challenge is that growth through retention and loyalty requires “strong customer relationships.”

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. The challenge is that growth through retention and loyalty requires “strong customer relationships.”

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Netomi

FEBRUARY 21, 2024

During their stay, chatbots continue to enhance the guest experience by offering instant support for requests, local recommendations, and easy access to hotel services. Post-departure, they assist in gathering feedback, managing follow-ups, and maintaining engagement, which is vital for customer retention.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

OctopusTech

JULY 21, 2023

However, without any appropriate strategies for customer master data management, this wealth of information will always be unused. For example – How long a user was on your website before making any purchase can be counted in the customer data. Do you gather dates in the MM/DD/YYYY format or the DD/MM/YYYY format?

Best practices 62

Best practices Management Upselling Sales 62

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

SaaS 110

SaaS Journey mapping Upselling Best practices 110

Nicereply

APRIL 30, 2020

They want a customized experience and something that they can talk about in everyday interactions with friends and colleagues. Customer support forms the primary touchpoint with your users. Time and again, we tell customer support to be more human and concise. Cross-sell & Upsell, but first, answer the query.

Sales 69

Sales Customer Service Upselling CRM 69

Global Response

DECEMBER 21, 2022

How Quality Assurance Can Help Improve Customer Service One of the primary desired outcomes for many companies who implement a quality assurance process is to help improve customer service—and quality assurance is a great way to do that!

Call Center 62

Call Center Outbound sales Feedback Best practices 62

ClientSuccess

APRIL 13, 2017

Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year.

Customer Support 41

Customer Support SaaS Upselling B2B 41

ProProfs Blog

DECEMBER 16, 2020

Initiate a chat that helps sales and support teams understand customer intent better. Identify upsell and cross-sell opportunities that can be offered during an ongoing conversation. Close a sale while having a conversation with the customer. One, you can identify upsell opportunities for your business.

Management 147

Management Chatbots Sales Upselling 147

JustCall

AUGUST 7, 2023

Whether it’s AI streamlining service operations or AI improving customer experience, the field of customer service has greatly benefitted from this emerging technology. What Is Conversational AI for Customer Service? Voicebots: These refer to bots that are responsible for handling customer queries over the phone.

Sales 52

Sales Chatbots Self service Accountability 52

SmartKarrot

JUNE 2, 2022

A good B2B customer experience program increases business growth and reduces churn. Improvements in customer experience lead to increase upsell and cross-sell chances by 20-40% Reduced churn Improved customer satisfaction. 8 Inspiring B2B Customer Experience Examples. Like what you are reading? Mastercard.

B2B 10

B2B Customer Experience B2C Banking 10

Method:CRM

JULY 11, 2022

While many factors contribute to customer experience, the primary touch points are people and products. Have you ever been impressed by how helpful a product is, or delighted at just how invested a customer support rep is in solving your issues? These are examples of how people and products deliver a great customer experience.

Customer Experience 92

Customer Experience Journey mapping CRM Metrics 92

Quiq

FEBRUARY 23, 2022

According to Salesforce’s State of the Connected Customers Report , 59% of consumers expect a company to engage them proactively. There are also a lot of business benefits on the backend to help your customer support agents and ultimately your bottom line. Build customer trust and loyalty. Answer customer questions 24/7.

Chatbots 52

Chatbots Upselling Abandon rate Surveys 52

Global Response

DECEMBER 21, 2022

Customer personas allow you to create look-alike personas for different subsets of your customer base, which in turn allows you to more easily understand, anticipate and solve for their needs and expectations. For example, perhaps a small subset of your customer base still prefers in-store shopping so they can try items on.

Feedback 62

Feedback Metrics Personalization Customer Experience 62

Totango

OCTOBER 29, 2019

It may be wise to look for applicants coming from diverse backgrounds, such as those with customer relations or other service-orientated backgrounds. Be sure you look for the skills and qualities that will allow a customer success manager (CSM) to truly connect with customers. Tips for Building a Customer Success Team.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61

Totango

MAY 10, 2022

Trials of upsell products. In the context of B2B SaaS products geared toward enterprise users, the customer engagement strategy seeks to promote adoption by product users, executives, and stakeholders. Prioritizing client engagement can help you anticipate support issues and avoid problems that could cause churn.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76