CSM Magazine

APRIL 13, 2021

If you want your SaaS startup to grow, you need to understand data and have solid marketing knowledge, all with the purpose of making your software more attractive to your target customers. In this article, we’re offering a list of all the components you need in order to scale your SaaS startup. Leverage Social Media.

SaaS 52

SaaS B2B Self service Analytics 52

Babelforce

DECEMBER 9, 2021

In this post: What is SaaS? What sets SaaS apart? How does SaaS add value to CX? CX strategies that SaaS makes possible. What is SaaS? SaaS stands for Software as a Service. It’s a cloud-based service that enables users to access internet applications via a web browser. What sets SaaS apart?

SaaS 52

SaaS APIs Contact Center CRM 52

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

JivoChat

JULY 14, 2021

If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service? Why Is Self-Customer Service Important?

Self service 52

Self service Chatbots B2B Customer centricity 52

Mindtouch

OCTOBER 12, 2017

It happened while I was demoing a customer’s deployment of MindTouch to a senior leader in Customer Support. The customer site is CAKE software for restaurant management and point of sale , a software-as-a-service (SaaS) product owned by the massive food service conglomerate Sysco.

Self service 48

Self service SaaS Analytics Sales 48

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

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

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. The end-result? You benefit from increased productivity and improved overall performance.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

Taylor Reach Group

NOVEMBER 17, 2017

With Customer Experience being a crucial factor in business operations, comes the importance of optimizing Customer Support and forecasting trends. Recently I was asked to contribute to an expert round-up on the top customer support trends to look for in 2018. 3) The Shift to Self-Service will accelerate.

Customer Support 63

Customer Support Self service Technical Support Chatbots 63

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

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

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

Solvvy

JULY 13, 2022

Customer service automation can help you overcome other customer support challenges. A growing Software as a Service (SaaS) business where employees divide time between customer service tasks and other responsibilities, for example, may suddenly find there aren’t enough hours in the day to get everything done.

Customer Service 90

Customer Service Chatbots Self service Customer Support 90

TechSee

MARCH 11, 2024

To automate your customer support and troubleshooting, you will need a provider with an advanced Phase 3 solution. However, if you only want to provide basic eCommerce support, such as order status updates or system downtime updates, a Phase 2 solution will suffice. What managed services are looking for?

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

Babelforce

DECEMBER 8, 2021

What does “as a Service” Mean? How can IaaS Improve Customer Experience? How does IaaS Differ from PaaS and SaaS? IaaS stands for Infrastructure as a Service. To fully get to grips with IaaS, let’s split the acronym into two; “infrastructure” and “as a service”. How Can IaaS Improve Customer Experience?

SaaS 52

SaaS APIs Contact Center Self service 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

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

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

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

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 103

Enterprise Customer Support SaaS Sales 103

ChurnZero

FEBRUARY 23, 2023

This means a customer’s experience during onboarding can have a lasting impact on the relationship you build. Ed Powers , a Customer Success consultant with Service Excellence Partners summed up this idea nicely in our guide, “ How to Crush SaaS Customer Onboarding ” when he said, “High customer loyalty is achieved by design, not by luck.”

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

This means a customer’s experience during onboarding can have a lasting impact on the relationship you build. Ed Powers , a Customer Success consultant with Service Excellence Partners summed up this idea nicely in our guide, “ How to Crush SaaS Customer Onboarding ” when he said, “High customer loyalty is achieved by design, not by luck.”

Management 52

Management Customer retention Upselling Chief Customer Officer 52

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. Check it out!

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

Nicereply

OCTOBER 12, 2021

Software as a Service (SaaS) and Internet of Things (IoT) technologies are especially suited to understand virtually all aspects of how their products are used. The value to your organization is making the data accessible to the people who can use it to improve your customer experiences. There are many uses for customer data.

SaaS 118

SaaS Self service CRM Feedback 118

inSided

JULY 18, 2019

We’ve heard it all before: customer service is changing, customers prefer self-service, drive customer engagement to increase retention, provide quality support or your customers will churn…. Whether it be for Customer Success or Customer Support departments, the benefits can be enormous.

B2B 60

B2B SaaS Self service Best practices 60

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 92

Journey mapping SaaS Upselling Enterprise 92

Mindtouch

OCTOBER 8, 2017

Planview is a software-as-a-service (SaaS) company and the industry leader in work and resource management software. They’re also a proud MindTouch customer. A common use case for MindTouch clients is converting training, how-to, or LMS content into an effective self-service experience that serves as Customer Education.

Education 48

Education Self service SaaS Customer Support 48

Lumoa

FEBRUARY 14, 2024

Multiple CX software as a service (SaaS) solutions like Lumoa are available, which automate many CX tasks, offer a granular perspective for in-depth analysis, and streamline upgrading your CX strategy. If used correctly, CX SaaS can help make customers feel like they are receiving special treatment.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Nicereply

MARCH 23, 2021

Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast. Sarah Hatter – Founder of the Elevate conferences (Support, Women and Leadership themed conferences each year.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

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

JUNE 28, 2021

In this article we will discuss some small business customer service strategies to help you. As you set up service channels, simplify customer service collaboration, use customer support software, and review your performance, we will discuss everything you need to know to succeed in customer service.

Customer Service 52

Customer Service SaaS Chatbots Self service 52

JustCall

MARCH 9, 2023

Customer contact center software are simple solutions that automate the key processes, workflows, and operations of your contact center. Such solutions help your business deliver quicker and higher quality services to customers without engaging too many call agents. This makes it the best contact center software for SMBs.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 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

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. Customer Support/Service Software and Ticketing Systems. What is customer support software? Customer Support/Service or IT Operations.

CRM 87

CRM Finance Upselling Accountability 87

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

CSM Magazine

JANUARY 13, 2022

Yet with 55% of contact centre professionals envisioning that fewer staff will be employed within contact centres within the next five years as a result of technology adoption, reassurances will need to be provided to customers on the security measures that are in place, to ensure trust is maintained. About PCI Pal.

Surveys 52

Surveys Customer Service Self service Chatbots 52

CSM Magazine

FEBRUARY 22, 2022

Worth mentioning here is their Help Scout web app, which is an email help desk that lets you collect & organize all customer communication through emails – without needing to depend on any third party supplier or CRM platform. Zendesk (customer support software). Datto SaaS Protection.

Customer Experience 52

Customer Experience CRM Big data SaaS 52