ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent.

Customer Experience 380

Customer Experience Technical Support Finance Customer advocacy 380

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

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

GetFeedback

JULY 25, 2018

Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US.

SaaS 60

SaaS Feedback Surveys B2C 60

JustCall

MARCH 9, 2023

Whether it’s comparing customer care vs. customer support or customer support vs. customer experience, all these terms are used interchangeably (and wrongly so). What is the Difference Between Customer Service and Customer Support? ” The short answer?

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Let’s move on to how many new customers you acquired” is likely the next agenda item.

SaaS 96

SaaS Feedback Surveys B2B 96

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

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. Tips to Implement It: Welcome your customers with a personalized welcome message.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

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. Since you have the customer’s email, you can have a 1:1 conversation with them, thus enabling you to receive first-hand feedback.

Customer Experience 222

Customer Experience SaaS Sales Marketing 222

delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue.

Surveys 71

Surveys Feedback B2B SaaS 71

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

Amity

AUGUST 20, 2017

Software as a Service or SaaS is a different beast compared to other technology products or services. Unlike any other service, there is an always-on connection between the providers and the customers. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. How do you do it?

SaaS 63

SaaS Sales Enterprise Feedback 63

CustomerSuccessBox

JULY 2, 2019

Several studies have shown that successful customer onboarding is one of the most crucial pieces to make a customer renew their contracts in future. Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow.

SaaS 66

SaaS B2B Education Metrics 66

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

Lumoa

FEBRUARY 14, 2024

How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. Personalize the Services Nowadays, CX is all about personalization.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Amity

AUGUST 20, 2017

Software as a Service or SaaS is a different beast compared to other technology products or services. Unlike any other service, there is an always-on connection between the providers and the customers. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. How do you do it?

SaaS 51

SaaS Sales Enterprise Feedback 51

Kayako

FEBRUARY 28, 2018

To help you build your own customer support training program, I’ve collected some key insights from managers at other SaaS and tech-industry companies to help make sure you’re getting it right from the get-go. 3 Principles of a good customer support training program. Collaborate with your team. excited about it.

Customer Support 85

Customer Support Education Feedback Construction 85

aircall

FEBRUARY 2, 2018

In the beginning, you and your co-founders bootstrapped solutions and personally attended to each customer like they were newborn kittens. Zapier — Your Personal Integration Wizard. Typeform makes collecting user feedback intuitive and attractive. Startup life can be gritty and romantic, that’s for sure.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

Nicereply

JUNE 1, 2021

The customer feedback gathered via Nicereply is immediately shared with the team via email so they can follow up with the customer when necessary. Argeweb is a web hosting service provider founded in 1999 that aims to be the most customer-friendly service in the Netherlands. Company culture.

APIs 99

APIs SaaS Surveys Feedback 99

LiveChat

NOVEMBER 13, 2018

To better understand their role, let’s recall what Customer Success Management is in general. Customer success is when customers achieve their Desired Outcome through their interactions with your company. It’s knowing customers’ business needs and stepping into their shoes to increase recurring revenue and reducing churn.

SaaS 54

SaaS Management Feedback Customer Support 54

Totango

MARCH 4, 2022

Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. What is B2B Customer Service? Lost passwords.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

Kayako

JULY 27, 2017

As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would be one of them, huh? But this is your life as a manager developing a SaaS customer support model that scales. 5 Metrics that shape your SaaS customer support model. What can it tell you?

Metrics 80

Metrics SaaS Surveys Enterprise 80

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

ChurnZero

MARCH 31, 2021

“ChurnZero has earned a Top Rated award in the Customer Success software category,” said Megan Headley, VP of Research at TrustRadius. These awards are based directly on feedback from their customers. out of 10 for customer support and an 8.0 Looking to share your own feedback? out of 10 for usability.

B2B 98

B2B industry standards SaaS Feedback 98

Nicereply

FEBRUARY 20, 2023

“Remember to take the time to get personal with your customers. “ Company background: Salecto is a Danish-based SaaS company that provides full-service Magento webshops to customers who appreciate empathetic support and counseling on their e-commerce journey.

Feedback 52

Feedback Consulting Consulting SaaS 52

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

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

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

Totango

SEPTEMBER 13, 2022

A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Build a brand reputation as a customer-centric business.

SaaS 86

SaaS Upselling Best practices Customer retention 86

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. What Is a Customer Engagement Strategy? What Are the Benefits of Customer Engagement Strategies?

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

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

CSM Magazine

FEBRUARY 12, 2024

Welcome to the dawn of a new era in customer service, where the metaverse is rapidly transforming how businesses interact with their customers. With 60% of internet users projected to engage in metaverse environments by 2030, the urgency to adapt customer support strategies has never been more critical.

Customer Service 52

Customer Service Transportation Chatbots Consulting 52

REVE Chat Blog

NOVEMBER 14, 2019

In this article, we will explore a few scenarios where WordPress live chat solution will enhance your customer support. How live chat solutions can enhance your customer support. Live chat solutions can enhance your customer support primarily due to the instant accessibility that it provides.

Customer Support 40

Customer Support Analytics SaaS Self service 40

Solvvy

JULY 13, 2022

Your customers expect–and demand–prompt, personalized service. The Salesforce State of the Connected Consumer report states that 66% of customers expect businesses to understand their unique needs and expectations, and 68% expect companies to demonstrate empathy. One pervasive problem is staffing. Automation Pros.

Customer Service 90

Customer Service Chatbots Self service Customer Support 90

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

Nicereply

SEPTEMBER 17, 2020

Technology and software companies evolved the concept of customer success and are thus mostly responsible for the mainstream popularity of the term. If you are big on technology in the commerce or service industry, you must have heard people say things like, “Customer success is primarily tied to Software as a service (Saas).”.

SaaS 105

SaaS Customer retention Customer Support Surveys 105

ProProfs Blog

NOVEMBER 9, 2021

Whenever a friend or family member seeks help, it’s the satisfying experience that comes to a customer’s mind while recommending a brand. Therefore, a great customer experience could drive in more sales as the majority of online shoppers prefer personal recommendations over brand advertisements. . Step 1: Set Goals and Plans.

Surveys 146

Surveys Feedback Metrics Customer retention 146