Help Scout

SEPTEMBER 2, 2021

Advising new users on appropriate implementation of technical products. Developing new strategies and building internal processes that help make your support team's work easier. Creating documentation and materials to help educate both your customers and fellow team members on technical aspects of the product.

Technical Support 102

Technical Support Engineering APIs Education 102

ProProfs Blog

DECEMBER 16, 2020

But when it comes to the holiday season, live chat turns out to be a lucrative option even for sales team as it helps them to: Capture market qualified leads in real-time. Initiate a chat that helps sales and support teams understand customer intent better. Close a sale while having a conversation with the customer.

Management 147

Management Chatbots Sales Upselling 147

Cincom

MAY 3, 2024

Manually creating customized communication documents like quotes, invoices, contracts, and reports is an inefficient process prone to human error. If you’re considering implementing a document automation solution for your organization, there are several key capabilities to evaluate during your search. What Is Document Automation?

Enterprise 40

Enterprise CRM APIs Customer retention 40

JivoChat

MAY 11, 2022

It’s possible to store notes from previous calls and meetings, documents, and other important files, and save everything in the CRM contact profile. Automated sales campaign. RD Station is a CRM for startups that offers you efficient marketing and sales tools. AI sales assistant. Slack integration. RD Station.

CRM 75

CRM Sales Technical Support Analytics 75

JustCall

APRIL 4, 2023

Documenting calls : In order to ensure that customer information is accurate and up-to-date, agents are responsible for documenting calls in the call center software. Following scripts : Call center agents may also be required to follow specific scripts or call flows when handling certain types of calls or customer inquiries.

Call Center 52

Call Center call center software Upselling Scripts 52

CSM Magazine

APRIL 13, 2021

A database in which the information regarding customers like contact information, records of customer interaction, and transactions data are stored to help the sales and marketing team of the company to acquire as well as retain more customers. Advantages of CRM Software for Better Customer Service and sales.

CRM 52

CRM Customer Service Enterprise Technical Support 52

SmartKarrot

MAY 17, 2023

By using technical support, customer conversations, and other methods to analyse client demands, the mCase product management team may then be informed of potential enhancements. Work together with sales and support to create and deliver engagement plans that achieve the goals of the client.

Technical Support 19

Technical Support Journey mapping Accountability Engineering 19

TechSee

AUGUST 14, 2018

Agents performance is closely monitored, and their actions have business and financial implications, such as dropping a sale, dispatching a technician unnecessarily, losing a customer, or worse, setting off a social media backlash over a bad experience. Current state of DSS in contact centers. Call centers are highly stressed environments.

Contact Center 95

Contact Center Average Handle Time Scripts First call resolution 95

Blueship Call Center

JULY 7, 2023

Some businesses don’t have enough personnel devoted to meeting the demands of their clients after a sale or after a service. Versatility Your company will have access to a flexible team of professionals by outsourcing your customer care and support tasks. Q: What types of customer care services can be outsourced?

outsourcing 69

outsourcing Customer Service Customer Care Self service 69

Vcaretec

JULY 18, 2023

You will be able to gauge how much direction your outsourcing candidates prefer to get before getting started, how thoroughly they construct a documented plan of action, and how well they comprehend the processes in your company. Potential contact center providers can provide plans for you through the RFP process.

outsourcing 98

outsourcing Call Center Contact Center Best practices 98

OctopusTech

SEPTEMBER 9, 2023

It helps them to focus on sales, marketing, product and service development, and other business operations. Instead of managing call center functions, companies can focus on marketing, sales, product development, and future planning which are critical for the growth and to survive in the competition.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Real Blue Sky

MARCH 6, 2023

Rather than focus efforts and resources on contact center staffing & scheduling, telephony, and AI, and retaining your customers, your business should be freed up to focus on other areas of the business, like product development, sales, and other core activities to grow your business, stay competitive, and even disrupt your industry.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

ViiBE Blog

MAY 13, 2021

Call centers are run for different reasons, whether for communicating with prospective clients, or providing after-sales services or technical support. Some contact centers integrate co-browsing as a pre-sales support function. The support agent invites the customer to a video chat by a simple web link.

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52

VirtualPBX

SEPTEMBER 24, 2019

The various scripts were then placed into a shared document that others could edit. We ended up with a starting group of a main menu , after-business-hours menu , and various sub-menus for departments like Sales and Services. For Sales, press 1. For Technical Support, press 2. For Sales, press 1.

Technical Support 40

Technical Support Scripts Accountability Sales 40

aircall

JANUARY 16, 2023

Standout Features: Toll-free numbers, voicemail-to-text, team messaging, document sharing, mobile apps for iOS and Android . At Aircall, we understand how important robust, responsive support services are. Number of Entry-Level Integrations: None of the integrations RingCentral offers are available in its Essentials package.

voip 62

voip Analytics call center software Technical Support 62

JustCall

JANUARY 18, 2023

For example, if your company sells a product or service, the business process outsourcing company will take care of things like answering customer complaints and making sales calls. Technical support. Records management BPOs, for example, can index documents, making them searchable and compliant with legal requirements.

Call Center 52

Call Center Business Process Outsourcing outsourcing Telemarketing 52

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Rachel Ivers worked as an Inside Sales Representative for 8z Real Estate for one and a half years. Katherine Dougherty, MaidPro National Sales Center Director, describes herself as being MaidPro born and raised.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Inbenta

MAY 7, 2021

Data collection and analysis will also be beneficial as you develop your sales channel strategies and decide which medium is best for your business. Complex issues can be documented and shared for future reference. Omnichannel and multichannel strategies offer plenty of opportunity for learning about customers. Flexibility.

Customer Service 116

Customer Service Interactive Voice Response voip Multichannel 116

Global Response

MARCH 16, 2023

HEARD technique The HEARD technique is a well-documented empathy technique for customer service, and it’s easy to create a HEARD rubric as well for QA processes. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. Ready to perfect your CX?

Customer Service 62

Customer Service outsourcing Technical Support Scripts 62

SmartKarrot

JANUARY 12, 2023

Role: Customer Success Specialist Location: Remote, England, United Kingdom Organization: OpenSolar As a Customer Success Specialist, you will provide direct training and support (web-based) for users of the platform. Conduct sales calls with new users to manage successful onboarding, implementation & support.

Technical Support 19

Technical Support Engineering Best practices Upselling 19

Nicereply

JULY 13, 2021

For this article, I spoke with six customer support and success leaders from various industries with different product offerings so they can share techniques you can use to make your team successful. Peter Muir is the Manager of Technical Support at Dejero. Susana adds that “creating comprehensive documentation is key.

B2B 98

B2B B2C SaaS Technical Support 98

Customer Service Life

MAY 15, 2017

I sometimes joke that we’re the folks that sit in on all of the sales demos so you don’t have to. Now imagine working in technical support and you need to get a customer’s make and model for the device you’re supporting. In all seriousness though, there’s a ton of great technology hitting the market right now.

Technology 74

Technology Customer Service Contact Center CRM 74

SmartKarrot

FEBRUARY 15, 2022

As a Senior Director of Customer Success, you will develop strategies that enhance and improve customer experience and drive differentiate customer value, including providing a compelling digital customer post-sales experience. Scale utilization and process improvements across the customer success and technical support teams.

Technical Support 19

Technical Support Accountability Management Sales 19

SmartKarrot

SEPTEMBER 22, 2022

Partner closely with Marketing, Sales, Product and other internal stakeholders to rally the organization around customer outcomes. Collaborate with Retention Specialist and Field Sales teams to design success plans with the goal of value delivery/realization. Provide documentation of issues and root causes for future issue avoidance.

Technical Support 19

Technical Support Accountability Coaching Education 19

SmartKarrot

AUGUST 3, 2022

Work closely with Sales Management to align on adoption and expansion strategies, renewal forecasting, coverage plans, and account opportunities (i.e. Manage and contribute to campaigns which target new client acquisition and sales. Impart technical leadership and direction on all aspects of HeadSpin’s products and services.

Technical Support 19

Technical Support Accountability Enterprise SaaS 19

SmartKarrot

SEPTEMBER 19, 2022

Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions. Collaborate with Retention Specialist and Field Sales teams to design success plans with the goal of value delivery/realization.

Upselling 19

Upselling Technical Support Accountability Coaching 19

SmartKarrot

DECEMBER 14, 2022

Role: Director of Customer Success Location: Remote, United States Organization: AffinityX As a Director of Customer Success, you will achieve channel partner support objectives by contributing information and recommendations to media plans and reviews. manage the technical support team.

Customer advocacy 19

Customer advocacy Technical Support Benchmark Coaching 19

Real Blue Sky

MARCH 6, 2023

Rather than focus efforts and resources on contact center staffing & scheduling, telephony, and AI, and retaining your customers, your business should be freed up to focus on other areas of the business, like product development, sales, and other core activities to grow your business, stay competitive, and even disrupt your industry.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Real Blue Sky

MARCH 6, 2023

Rather than focus efforts and resources on contact center staffing & scheduling, telephony, and AI, and retaining your customers, your business should be freed up to focus on other areas of the business, like product development, sales, and other core activities to grow your business, stay competitive, and even disrupt your industry.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

ClientSuccess

FEBRUARY 21, 2017

Today, the customer success team at SalesLoft includes technical support engineers and implementation leads, who help bridge the gap between sales and implementation of the platform. For many SaaS companies, the handoff between sales and customer service departments can either cause headaches all around (even for the customer!)

SaaS 40

SaaS Technical Support Sales Engineering 40

SmartKarrot

OCTOBER 13, 2022

As a customer advocate, you will also partner with internal teams outside of Customer Success such as Product, Sales, Support, Engineering, and Marketing.? You document any processes or issues, and providing feedback or suggestions to the internal team for improvements.

Customer advocacy 19

Customer advocacy Technical Support Feedback Engineering 19

SmartKarrot

FEBRUARY 21, 2023

Expand the support organisation to offer worldwide, cross-product line, and multi-channel product assistance. Gather and document comments, observations, assignments, and data to exchange amongst departments. To provide high levels of customer satisfaction, recruit and train the best customer success managers.

Upselling 19

Upselling Technical Support SaaS Consulting 19

SmartKarrot

APRIL 6, 2021

Role: Director of Customer Success Location: Boca Raton, FL, US Organization: GRUBBRR As a Director of Customer Success, you will collaborate with sales and operational leadership to ensure business objectives are aligned, effectively create a bridge between the departments to ensure accuracy and ensure metrics are being met.

Technical Support 10

Technical Support Finance Accountability Feedback 10

SmartKarrot

JUNE 3, 2021

Role: VP of Customer Experience Location: New York, United States Organization: Airtame As a VP of Customer Experience, you will hire, engage and retain top talent for the Customer Success, Technical Support, and Sales Engineering teams. Act as the company’s primary post-sales management point for the customer.

Technical Support 10

Technical Support Upselling Engineering Accountability 10

COPC

SEPTEMBER 20, 2016

These agents were given a higher handle time target and more time after each call to complete a short questionnaire to detail the customer’s reason for calling and to document the issues they were having with the products. Summary: Changes were made to design that saved the company money by reducing returns and technical support calls.

Call Center 40

Call Center outsourcing Technical Support Feedback 40

SmartKarrot

NOVEMBER 23, 2020

Provide demonstrations, training, technical support, and advice to customers throughout the life of their business with AUCloud. Manage the provision of deeper technical support by engaging with technical teams and customers to achieve successful outcomes. Apply here: [link].

Technical Support 10

Technical Support Accountability Upselling Feedback 10

SmartKarrot

MAY 26, 2021

Work closely with sales, marketing, product, engineering, and support teams to ensure we constantly deliver value to the customers. Collaborate with the Success and Sales Teams to convert pilots into deep client relationships. Impart technical leadership and direction on all aspects of HeadSpin’s products and services.

Engineering 10

Engineering Technical Support Government Coaching 10