Acing Omnichannel Support in SaaS


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. customers strongly agree that companies are effectively converging their omni-channel experiences. And how can businesses win back customer loyalty?

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What Support Metrics Should SaaS Companies be Using?


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.

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Proven Customer Support Tools for Startups With Plans to Scale


In the beginning, you and your co-founders bootstrapped solutions and personally attended to each customer like they were newborn kittens. The demand is there, but support needs to keep pace. As the customer list gets longer so too will your help queue. Customer Success

Building an Onboarding and Training Program in Customer Support


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.

These 20+ Statistics Say Customer Support Drives Revenue


Corporate finance teams tend to view customer support as a cost saver at best and a cost center at worst. These customer support statistics tell that revenue-related story. Poor Customer Support Stalls Growth. Nothing scares away future revenue quite like a reputation for subpar customer service. 66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad service interaction.

The History of Customer Service: Ticket Troubleshooting to Proactive and Personal


Can you imagine a world where customer service was over physical mail? Customer service has had many different approaches over the last 100 years, but one thing has remained consistent: Customers have always wanted effortless interactions. Please press two for customer service…”.

5 Top Customer Service Articles For the Week of September 12, 2016


Each week I read a number of customer service articles from various online resources. This article may get you thinking about how to target the influencers in your industry, which may be industry experts or your most “influential” customers.

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10 Most Common Customer Service Complaints and How to Fix Them


While most customer service and support interactions are different on a day-to-day basis, there are a few scenarios and responses that come up every day. In this article, we’ll talk about ten of those such customer service and support complaints, and how you can address them.

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Learn To Drive Customer Success With Live Chat


Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as live chat. Over the past 4 years live chat usage has grown by 400% and more and more customers expect businesses to have it.

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Guest Blog: Customer Service Trends for 2018


This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

Expert Roundup: How Data from Survey Software Shapes Marketing Campaigns

ProProfs Blog

We asked various customer experience experts how survey results have helped shape their marketing campaigns. Bruce Harpham B2B SaaS Content Marketing Consultant. Specifically, you can find out how customers describe problems in their daily work. Customer Support

Remove the Distance Between Your Team and Your Customers


They seem genuinely supportive of my goals. All companies should act like my new gym…but it’s particularly important in the world of SaaS. With subscription models ruling the waves in SaaS, our customers are only ever a few clicks away from joining competitors.

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7 Great Examples of Help Centers We Love


When it does, it pays to have a competent and responsive support center to handle troubleshooting. It’s good to see support centers finally getting the love they deserve. With that in mind, here are seven support centers (in no particular order) that we couldn’t help but love.

How to Build Customer Trust One Interaction at a Time


In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive.

Measuring Customer Loyalty Shouldn’t Be Difficult


Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need. Will faster reply times make a customers more loyal?

Five Trends Accelerating Customer Self-Service Demand


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. Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. File a support ticket? Why Customer Support?

What is customer satisfaction?


Quickly decoding one customer satisfaction definition at a time. Defining customer satisfaction is no different. The most widely acclaimed customer satisfaction definition (and what it implies). First, it makes it clear that customer satisfaction is not just an abstract concept.

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Customer Experience Strategy: An A to Z Glossary


Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. How to take actions on customer experience? Listen to your customers.

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8 Customer Service Skills to Boost Your Career


For a customer support rep, you can become better at your job in ways you never expected by developing the right skills. We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers. Take on support projects.

GetApp Analysis Declares Aircall a Call Center Software Leader


2 cloud-based call center software by GetApp, the premier research and review site for businesses exploring SaaS solutions. Aircall is committed to superior customer experience. The current benchmark is set for 96% customer satisfaction, but they regularly surpass this number.

Customer experience, whose business is it?


Who in an organization should own the customer experience? The truth is, large part of the organization does indeed influence customer experience. Most of the functions in an organization have something to do in improving the customer experience.

A to Z Guide to Customer Experience Definitions and Terms


Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. How to take actions on customer experience? Listen to your customers.

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10 Ways to Improve your Customer Success Strategy


There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Do your processes work for 40 customers? Are there aspects of your customer touchpoints which can be tech touch?

The Top 3 Lessons I Learned in 2017

Customer Service Life

Second, I hate to say it, but if you work in contact centers long enough and read enough books and blogs about wowing your customers, it all starts to sound the same — becoming challenging to uncover those nuggets of wisdom that enrich the experience for you and your customers.

AI IRL Podcast Episode 5: Why chatbots are here to stay

bold360 Blog

It seems like you can’t log into any sort of SaaS website without seeing that little popup window in the bottom right-hand corner of your screen saying something to the effect of: “How can I help?”. Are they actually doing what the customers are wanting? Personalize Intent.

The CX Technology Stack: 100 Tools for Optimizing Your Brand’s Customer Experience


Want to improve your Net Promoter Score and optimize your customer experience? We are dedicated to helping our customers better serve their customers—by building high-performing, trustworthy teams of professional agents. Customer Service and Support. Agent Support.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency


If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Just by using software, you can scale from one customer representative agent to one thousand and back again without dealing with any downtime.

Customer experience, whose business is it?


What roles should own the customer experience in an organization? The truth is, large part of the organization does indeed influence customer experience. Most of the functions in an organization have something to do in improving the customer experience.

7 Ways Phone Calls and Live Chat Improve Customer Retention and Revenue


Especially when it comes to service businesses, both traditional and SaaS, because service solutions often need to be tailored to the individual customer. Calls and live chat increase customer retention and upsell opportunities. This is a sales person’s dream come true.

SalesForce, Hubspot, Zendesk and More — Which Customer Engagement Software is Right for Me?


Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Deployment : Cloud, SaaS, Web.

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Creating Customer Service Training Videos to Onboard New Recruits


The dead zone —this was how Gary, my team lead and Kayako’s Support Manager, described the first few hours of my shift. 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.

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Reduce Churn and Win New Customers with Powerful or Flawless Onboarding


When a potential customer visits your site, they’re already interested in your product. Customers don’t want to feel led down the sales funnel – they want to buy without feeling like they’ve been sold to. The process of introducing a customer to your product, is called onboarding.

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Top 30 Customer Service Books Every Team Needs to Read


Sometimes we learn important customer service skills through training, or through years of hard-earned experience. For big support teams with busy professionals, however, finding the extra time to read is already a challenge. For Support Team Leaders. Customer Experience 3.0:

What’s the Catch? — 11 Hidden Pitfalls of Your Favorite Customer Engagement Tools


Imagine you’ve purchased what seems like the perfect customer engagement software for your company — the one that will take your customer relationships and revenue to the next level. Relying on a Single Customer Engagement Tool or Touchpoint Makes You Less Competitive.

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Dan Steinman of Gainsight Talks About the Evolution of Pulse


Dan Steinman knows a thing or two about Customer Success, not only is he the Chief Customer Officer at Gainsight , but he is author to one of the leading books on the topic, “ How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.”. Dan has seen the full transformation of Customer Success from fighting for a seat at the table, to requiring all company departments to have a seat at the Customer Success table. Customers do want to self-serve.

What Account Management Looks Like In The SaaS Era


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 Discover how account managers offer customers help to roll out your product and also have the knowledge to fully exploit your product features.