ShepHyken

SEPTEMBER 1, 2017

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. Don’t be fooled by the promise of traditional self-service solutions like knowledge bases and static FAQs.

Self service 209

Self service B2B SaaS Enterprise 209

Solvvy

JUNE 22, 2022

Why Conversational AI is a Good Fit for Customer Service. Although conversational AI has applications in a variety of industries and use cases, this technology is a natural fit for customer support. Gives customers a self-service option. Some people simply prefer self-service.

Chatbots 119

Chatbots Banking Self service Finance 119

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

TeamSupport

JUNE 15, 2020

In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. And our customers have that same level of preparedness, visibility, and empowerment to help their customers.

B2B 64

B2B Self service B2C Customer Support 64

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Enterprise 104

Enterprise Customer Support SaaS Sales 104

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

REVE Chat Blog

NOVEMBER 14, 2019

Customers would want to communicate to you at different stages of their purchase journey like for pre-sale queries, help in using the product correctly, troubleshooting, etc. A live chat solution may be a great option to provide instant support to customers whenever they need help. Provide faster support in real time.

Customer Support 40

Customer Support Analytics SaaS Self service 40

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

Solvvy

JUNE 17, 2021

Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy. Solvvy uses persona-based routing to use the information you already know about a customer or prospect to serve them solutions and content personalized specifically to them.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

Lumoa

FEBRUARY 14, 2024

It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. Provide valuable insight into customer journeys by mapping each customer interaction Eliminate the possibility of human error impacting a customer’s interaction with the company.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

ChurnZero

AUGUST 14, 2020

Its workstreams rely upon inputs such as sale’s manual data entry and gut instincts. Since buyers typically follow a uniform purchasing journey, CRMs are ideal for managing a sales pipeline. (If If you think a CRM is suitable for post-sale customer management, you’re wrong and here’s why.). Sales or Sales Operations.

CRM 87

CRM Finance Upselling Accountability 87

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. 2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

ProProfs Blog

MAY 3, 2019

For instance, you run an offline store, you talk to a visitor, provide assistance and maintain ethics of conversation whether or not that customer makes a purchase in the end. What this means is that customer support does not translate to after-sales service only; instead, it is there at all stages of customer interaction.

Management 68

Management Customer Support Self service Surveys 68

CSM Magazine

FEBRUARY 22, 2022

Freshdesk (customer helpdesk software). Freshdesk is one of the best customer experience tools for IT companies. It is a help desk software for post-sales support and allows your customers to submit their complaints and feedback, which you and your team can address at any time. Zendesk (customer support software).

Customer Experience 52

Customer Experience CRM Big data SaaS 52

JustCall

APRIL 5, 2023

These include the need to create value for customers on a recurring basis as well as lowering the switching costs for customers. Traditional customer support models will not cut it. This team: Promotes products Builds customer relationships Communicates customer needs to the sales and marketing teams 5.Developing

Management 52

Management CRM Analytics Customer retention 52

CustomerSuccessBox

FEBRUARY 7, 2022

And it calls for customer success software which is a higher version of customer relationship management software – CRM, that is curated to gauge specific goals of driving success, and especially to cater to SaaS businesses. Brief on customer success management software. Sales Activities.

Management 52

Management Customer advocacy CRM Upselling 52

JivoChat

APRIL 28, 2021

An essential aspect of customer service is engaging with customers where they are when they need you. From email, social media, live chat , or text messaging, having a customer support presence on the right platforms is crucial nowadays, with 90% of customers claiming they want omnichannel customer service.

Customer Service 59

Customer Service Customer Experience Chatbots Self service 59

Nicereply

SEPTEMBER 13, 2022

The knowledge base has been considered a crucial component of providing self-service for years. It’s often touted as indispensable for helping customers and upskilling support agents. Customer demands are changing and customer service technology is improving. The traditional knowledge base is fading.

SaaS 52

SaaS Chatbots Scripts Self service 52

Squelch

SEPTEMBER 10, 2019

In response, companies are making customers the focus of everything they do — not just with customer support and success but also product design, marketing, and even top-level strategy — with the goal of actively spoiling them. The customer has a more positive interaction with the company every step of the way.

Customer Experience 45

Customer Experience SaaS Sales Self service 45

JustCall

APRIL 12, 2023

JustCall vs Aircall Customer Reviews Comparison The product score mentioned here is a culmination of real-time data from verified user reviews. What Are the Pain Points in Call Management and Customer Support, and How Can JustCall and AirCall Address Them?

Real estate 52

Real estate Interactive Voice Response CRM Call Center 52

Squelch

SEPTEMBER 10, 2019

In response, companies are making customers the focus of everything they do — not just with customer support and success but also product design, marketing, and even top-level strategy — with the goal of actively spoiling them. The customer has a more positive interaction with the company every step of the way.

Customer Experience 40

Customer Experience SaaS Sales Self service 40

Squelch

SEPTEMBER 10, 2019

In response, companies are making customers the focus of everything they do — not just with customer support and success but also product design, marketing, and even top-level strategy — with the goal of actively spoiling them. The customer has a more positive interaction with the company every step of the way.

Customer Experience 40

Customer Experience SaaS Sales Self service 40

Amity

JUNE 11, 2018

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Customer Segmentation/Categorization Considerations.

Strategic Value 91

Strategic Value Customer retention SaaS Sales 91

ChurnZero

JANUARY 4, 2019

Begins in pre-sales to help ensure success factors are established during the sales process. Enables Customer Success teams to become more knowledgeable about which of their success factors and interventions create the most adoption/usage/value for customers (meaning teams can adjust resources for maximal impact).

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

JivoChat

JULY 20, 2021

In this post, we’ll reveal why you should start focusing on customer retention and when. More importantly, we’ll teach you how to retain customers with 16 powerful customer retention strategies, which are effective whether you own a SaaS company, e-commerce store, or freelance business.

Customer retention 52

Customer retention Gamification Education Self service 52

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

Totango

SEPTEMBER 22, 2022

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. What Are SaaS Tools?

SaaS 71

SaaS CRM Advertising Analytics 71

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. It ties up lines and makes the whole center fall behind. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CSM Magazine

JULY 10, 2023

The CPQ product catalog can simplify the sales process, help manage product configurations, and provide accurate pricing details instantly, ensuring a smooth purchasing experience for customers. In this article, we’ll share 10 strategies for improving the quality of your customer support emails.

Customer Service 52

Customer Service Construction Personalization SaaS 52

ChurnZero

JANUARY 4, 2019

Begins in pre-sales to help ensure success factors are established during the sales process. Enables Customer Success teams to become more knowledgeable about which of their success factors and interventions create the most adoption/usage/value for customers (meaning teams can adjust resources for maximal impact).

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

OctopusTech

MARCH 1, 2023

Inbound call centers can be configured to address a wide variety of a brand’s sales, marketing, and customer service needs. When structured to achieve clear objectives, inbound call centers can also be revenue-generating.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

ChurnZero

MAY 17, 2019

The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. The question “ What do Customer Success people do? ” has been expressed by senior management and members of other groups within SaaS organizations.

Sales 64

Sales SaaS Engineering Metrics 64

CSM Magazine

JULY 17, 2018

However, live chat software is revolutionizing the way helpdesks respond to their customers because it is instant, more contextual, and more personal. A research by Forrester states that using live chat software for customer support is 17-30% cheaper than phone. Who needs live chat?

SaaS 40

SaaS Chatbots Sales Benchmark 40

Help Scout

JUNE 24, 2021

Getting someone to make a one-time purchase is difficult enough, but for SaaS companies that rely on repeat business, the task is even tougher. However, there is one time-tested solution for standing out: offering top-notch customer service. Why is a help desk an important tool for SaaS businesses? Help Scout.

SaaS 84

SaaS Self service CRM Analytics 84

Solvvy

AUGUST 31, 2022

For example, the customer experience can depend on how your employees treat customers or how well they like your products and services. Or, CX may depend on how quickly they can connect with customer support, resolve issues, or find answers to their questions. Improve Customer Experience.

Surveys 62

Surveys Benchmark Feedback Customer Support 62