Customer Service Life

MAY 20, 2019

Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. I like to tell folks that our product is customer service. Scaling a customer support operation in these cities is expensive.

outsourcing 67

outsourcing Customer Experience Contact Center Best practices 67

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.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

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. Consider the amount of time each CSM will spend per customer.

Strategic Value 91

Strategic Value Customer retention SaaS Sales 91

Talkdesk

MAY 28, 2019

Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. I like to tell folks that our product is customer service.

outsourcing 40

outsourcing Customer Experience Best practices Scripts 40

Nicereply

NOVEMBER 16, 2022

This includes purely support-focused tools —like your ticketing software—as well as other productivity tools that will help you be better at your job. Critical tools for every customer support manager. Critical tools for every customer support manager. Inbox management tool. Example: Front, HelpScout.

Management 98

Management Analytics Feedback Surveys 98

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. Invest in your supervisors When inbound call centers are treated like cost centers, they typically run on very tight budgets.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Kayako

MARCH 9, 2017

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. Train customers through webinars. Sandeep Kaur, Customer Support Advocate.

Customer Service 71

Customer Service Engineering Coaching Self service 71

Amity

DECEMBER 22, 2014

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. There are several options to provide support to these customers.

SaaS 64

SaaS Strategic Value Customer retention Sales 64

SmartKarrot

FEBRUARY 8, 2022

Follow-up on support ticket escalations. Own policies, processes, tools and procedures that ensure effortless customer support and consistent, high-quality interactions. Implement measures to capture and track customer satisfaction and establish a customer-centric culture in the organization.

Upselling 19

Upselling B2B Customer centricity SaaS 19

Amity

JULY 22, 2016

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. Consider the amount of time each CSM will spend per customer.

Strategic Value 57

Strategic Value Customer retention SaaS Sales 57

JivoChat

FEBRUARY 21, 2022

Now that we know what customers and clients mean, let’s understand why differentiating the two is pivotal. Why is the Difference Between Client & Customer Essential for the Business? In SaaS, the client vs. customer dichotomy is of paramount importance. Be Regular at Proactive Communication. So, what to do?

B2C 52

B2C B2B Analytics Surveys 52

Pipkins

NOVEMBER 17, 2016

The delays inherent in such manual systems can leave you vulnerable to temporary understaffing that can negatively affect daily service levels. You can set up individual groups for various agent teams: billing, sales, customer support, etc. Such an approach, even for small contact centers, is inadequate today.

Contact Center 40

Contact Center Morale Service level SaaS 40

ProProfs Blog

OCTOBER 30, 2021

It equips the team with the data on whether the customers have liked or disliked the products and services – making room for further improvements. . Let’s illustrate with an example of a SaaS organization. Helps to Increase Customer Loyalty. But how can you do that?

Feedback 143

Feedback Surveys Customer centricity Metrics 143

JivoChat

AUGUST 24, 2021

CSAT (Customer Satisfaction) is a popular key performance indicator that enables you to track how satisfied your customers are with your products and services. You can conduct surveys with multiple-choice questions and allow people to rate different aspects of your products, services, and customer support.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

SmartKarrot

JANUARY 16, 2024

Join me as we explore the untold story of how Customer Success Operations (CS Ops) plays a pivotal role in shaping the customer journey. The Essence of CS Ops in a SAS Organization In the dynamic landscape of Software as a Service (SaaS) organizations, the importance of CS Ops cannot be overstated.

Finance 8

Finance Upselling SaaS Sales 8

SmartKarrot

JANUARY 16, 2024

Join me as we explore the untold story of how Customer Success Operations (CS Ops) plays a pivotal role in shaping the customer journey. The Essence of CS Ops in a SAS Organization In the dynamic landscape of Software as a Service (SaaS) organizations, the importance of CS Ops cannot be overstated.

Finance 8

Finance Upselling SaaS Sales 8

Callminer

AUGUST 1, 2017

This will improve campaign performance overall including agents’ service levels. First Call Resolution : In today’s busy world, each customer wants to resolve their problem(s) fast and efficiently without having to consistently follow up. Bill Dettering.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SmartKarrot

JANUARY 18, 2022

Establish strong relationships with BIOVIA R&D and Product management leadership to ensure customer needs are well represented. Recruit, develop and manage a team of product experts who deliver high-quality customer support service to customers- Ensure technical software expertise to support products to appropriate levels.

B2B 3

B2B Customer centricity SaaS Service level 3

SmartKarrot

FEBRUARY 16, 2022

According to 71% of consumers, customer service at large organizations has stayed the same or gotten worse in the past few years. 38% of respondents of a recent survey on CX, enhancing service levels is the top aim for contact centers in 2022. How are B2B companies driving customer experience?

Customer Experience 10

Customer Experience B2B Advertising B2C 10

Comm100

MARCH 30, 2021

Ticketing systems can automatically distribute queries to the agent or department best suited to handle them, leading to a quicker first response time (FRT) – the pinnacle of great customer support. Comm100 tagging and filtering helps you quickly sort through your support queue and establish better resolution workflows.

Customer Service 52

Customer Service Healthcare CRM Banking 52

AWS Machine Learning

NOVEMBER 30, 2023

As democratization of foundation models (FMs) becomes more prevalent and demand for AI-augmented services increases, software as a service (SaaS) providers are looking to use machine learning (ML) platforms that support multiple tenants—for data scientists internal to their organization and external customers.

Chatbots 86

Chatbots SaaS Engineering APIs 86