A SaaS Companies Guide to Improving and Driving Customer Retention

ProProfs Blog

A loyal customer base is the cornerstone for any successful business. More so for Software-as-a-Service (SaaS) companies since acquiring new customers on a B2B level is much more difficult. This makes customer retention a necessity for SaaS-based companies.

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Acing Omnichannel Support in SaaS

GetFeedback

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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5 Customer-Centric Marketing Strategies for SaaS Companies That Deliver ROI

Totango

Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Seemingly every customer believes they have the power to bend the business world to their exact needs. To acknowledge that customers want better service isn’t enough.

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What Support Metrics Should SaaS Companies be Using?

Kayako

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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SaaS Companies: Implement a Product NPS Program in 5 Simple Steps

PeopleMetrics

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). The same applies for B2B SaaS companies.

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Proven Customer Support Tools for Startups With Plans to Scale

aircall

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

Kayako

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

aircall

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.

How to Align Customer Success & Customer Support

ClientSuccess

Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Let’s first start by defining each of these teams : What is Customer Support?

Data is the Path to Sales for SaaS Providers

Amity

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. They believe that increasing available market size also equals more customers.

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Data is the Path to Sales for SaaS Providers

Amity

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. They believe that increasing available market size also equals more customers.

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

Kayako

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…”.

The Best Posts From the Customer Support Community in 2015

Kayako

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. The best of customer experience.

How to Scale Customer Support and Customer Success at Your Startup

ChurnZero

Every SaaS organization needs Customer Support and Customer Success functions. Q: How do you go about adding onboarding specialists and renewal type of functions into the mix with Customer Success as you grow? Does the customer view the CSM in the same way?

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The Role of a Customer Success Manager in Saas – LiveChat Team

LiveChat

You may think that being a Customer Success Manager is a piece of cake. A cherry on top even, after years of working in customer service. But I’m here to bring you closer to all the specifics I learned from LiveChat’s Customer Success Managers. Customer Success Manager’s skills.

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5 Trends Set to Define Next Generation Customer Experience in 2019

TechSee

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

What is a Help Desk Software and What are its Benefits?

ProProfs Blog

You email customer support in a hurry, right? This email is basically a trouble ticket for the customer support and a help desk software enables them to track the ticket. Their answer was customer support. Different customers will have different queries.

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

ShepHyken

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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How to Balance Personalized Customer Service and Automation

LiveChat

How can you implement support automation without losing that personal touch? Here are a few examples of ways that you can exploit the strength of automation while significantly improving the customer experience. Support Prospects on the Path to Conversion.

Guest Blog: Customer Service Trends for 2018

ShepHyken

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.

10 Most Common Customer Service Complaints and How to Fix Them

Kayako

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.

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

Learn To Drive Customer Success With Live Chat

Kayako

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.

7 Great Examples of Help Centers We Love

Kayako

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.

Remove the Distance Between Your Team and Your Customers

Kayako

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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How to Build Customer Trust One Interaction at a Time

Kayako

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

Kayako

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

Mindtouch

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?

Amplify Your Best Salesperson

Amity

According to Lemkin, 500% growth is what it takes to be considered a hot SaaS startup today. Oh, and you have to achieve these targets while segmenting and driving down the Cost of Customer Acquisition (CAC) at the same time. The best sales person is the product itself.

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What is customer satisfaction?

Freshcaller

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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Predictions for Customer Success in 2019

ChurnZero

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

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Understanding the Real Impact of Improving Customer Retention

ChurnZero

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices.

The Top 13 Inspiring Lady Bosses to Know in CX & Support

Nicereply

” 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.

8 Customer Service Skills to Boost Your Career

Kayako

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.

How Customer Success Differs from Customer Service, Experience & Everything Else!

ChurnZero

How Customer Success Differs from Customer Service, Experience & Everything Else! There’s customer service, customer success, customer experience, customer happiness, customer loyalty, customer retention… and a lot of customer confusion.

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Predictions for Customer Success in 2019

ChurnZero

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

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Sales or Customer Success?

Amity

SaaS Tattler Issue 81 - Sales or Customer Success? It's an uphill battle for a CSM when the customer-facing teams are misaligned. • Good, No, GREAT Things Come in Threes: Build a Winning Trio for Customer Success. " • The Best of Customer Success Today.

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GetApp Analysis Declares Aircall a Call Center Software Leader

aircall

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 Strategy: An A to Z Glossary

Lumoa

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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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.