TeamSupport

NOVEMBER 3, 2020

Let’s use this analogy in “A Tale of Two Customer Support Departments” to tell about the despair and suffering of the B2B customer support department that still struggles with silos between support, sales, and product teams, using e-mail to manage support tickets, and no visibility into the history of the customer issues.

B2B 76

B2B Customer Support Education Sales 76

Nicereply

DECEMBER 28, 2021

In this article, we explore the basic concepts of capacity planning that will help you create a model that works for your team. How Do You Measure Your Customer Service Team’s Capacity? . – a global leader in training, technology, and consulting to win today’s complex sale.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

JustCall

MARCH 28, 2023

Your customer-facing teams are at the heart of your business. Many sales and customer support teams are poorly trained, insufficiently equipped, and incoherent in execution. In this blog, we will cover the exact steps you can take to set your customer-facing teams for success.

Morale 52

Morale Sales Feedback Construction 52

ProProfs Blog

APRIL 28, 2020

So, to make sure your customers are satisfied with your brand, you need to see if you’ve set the right expectations and goals for your customer service team. I strongly believe that setting realistic goals for your support team will help them build an excellent service experience for all your customers.

Customer Service 140

Customer Service Metrics Education Customer effort 140

ChurnZero

JULY 7, 2020

Most people would say a great product or an aggressive marketing and sales strategy. Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. This is a guest blog post by LiveAgent.

Customer Support 90

Customer Support Education Customer retention Feedback 90

aircall

NOVEMBER 11, 2022

When you explore our App Marketplace, it‘s easy to see the value of one-click integrations with tools like Bloobirds, an industry-leading sales enablement tool. To see how customers benefit from Aircall’s cloud-based phone system and Bloobirds, we spoke to three of our shared customers from ONiAD, Innovamat, and Incapto Coffee.

Sales 62

Sales Advertising CRM Education 62

Nicereply

APRIL 11, 2022

One example that comes immediately to mind is customer support. Below are 9 transferable (and desirable) skills you gain working in customer support. A lot of the time customers just know that something isn’t working right, but don’t know exactly why. Most of which are applicable to many other jobs.

Customer Support 97

Customer Support Engineering Time management Self service 97

Kayako

SEPTEMBER 15, 2016

Or maybe your helpdesk is limiting you to reactive customer service? Satisfaction for working in customer support has been sinking. Customer support professionals are 6.8% And support managers reported that maintaining and improving team morale is one of the top challenges they face.

Customer Support 68

Customer Support Feedback Best practices Engineering 68

Nicereply

FEBRUARY 22, 2023

Robust career pathing in customer support is critical. In our conversation, Erin Willis , Program Manager of Vendor Management at ClassPass , shares their support story. Let’s explore how others can use their experience to shape programs that professionally develop support agents.

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

TeamSupport

NOVEMBER 11, 2020

Let’s continue exploring why it’s important to offer services in the form of ongoing advisory, managed, or education services, in addition to limited one-time engagements in Part 2. Through guided automation, sales teams have more autonomy to configure and sell services and the entire end-to-end process becomes faster.

Customer Support 98

Customer Support Coaching Engineering Education 98

aircall

NOVEMBER 21, 2022

For sales and support teams, this means a heightened pressure to operate efficiently and better track performance; two tasks that have historically presented a significant challenge. As a result of Aircall, the Spotahome team was able to increase bookings by 350% from 2015 to 2016.” ? You can read the full report here. “As

CRM 62

CRM Wait times Consulting Consulting 62

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. 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. Guiding customers through how to use basic features.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Totango

SEPTEMBER 20, 2022

Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales. First, we’ll define what customer enablement is. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies.

B2B 82

B2B SaaS Education Brand ambassadors 82

JustCall

FEBRUARY 26, 2020

Want to get an essence of what a sales associate job description looks like? Primarily, a sales associate is responsible for selling products or services. A sales associate is the personality representing the company in front of the customers. Who is a Sales Associate? .

Sales 52

Sales B2C B2B voip 52

Nicereply

OCTOBER 11, 2022

Common problem Support leaders come up against is that it’s difficult to tie their work to sales or renewals. Craig Reid , Director of Customer Support at Integrate , has started to bridge that gap to help amplify the value of his support team internally at the executive level.

Sales 52

Sales Customer centricity Education Self service 52

JustCall

MARCH 9, 2023

This is why call center sales training programming from your agents within your call center is no longer optional. 6 Expert-Approved Tips on How to Build Your Agent Dream Team 1.Train Make the agents practice how to transfer calls between teams and departments.

Call Center 52

Call Center call center software Construction Best practices 52

ChurnZero

JUNE 25, 2021

So, customers reach out to you when they have a problem and need your help, and you walk them through the solution?”. But that’s more of a Customer Support function. Customer Success professionals use their subject matter expertise to serve and consult their customers.”. Customer Success vs. Customer Support.

Accountability 52

Accountability Customer Support Management Consulting 52

CSM Magazine

OCTOBER 28, 2019

In a world powered by innovation, the need for customer education cannot be overlooked. However, in the modern business scenario, few organizations give customer education the importance it deserves. However, enabling customers to make the most of your product is an overlooked opportunity instead of an added expense.

Education 40

Education Upselling Customer retention Customer Support 40

TeamSupport

MAY 21, 2020

We’re looking at different B2B customer support channels from two distinctly opposite perspectives: cost center (support is a necessary evil of business) and profit center (support can hold its own in the revenue generation conversation). Profit center: Employee retention is a top focus for our B2B support team.

B2B 59

B2B Customer Support Self service Morale 59

Nicereply

MAY 10, 2022

. • 80% of your sales comes from 20% of your products. • 80% of your support tickets come from 20% of your customers. Applying the 80/20 rule with your support team can increase your customer satisfaction , improve your CSAT and NPS scores, and virtually transform your customer support.

Customer Support 59

Customer Support Surveys Self service Accountability 59

TeamSupport

APRIL 27, 2021

Beyond that, once you determine your target audience, or Id eal Customer Profile, you are also better able to work with your product teams to build features and enhancements that fit their unique needs. Moreover, such leads can be found in bigger numbers helping you increase your sales. Use Chatbots for Customer Support.

B2B 64

B2B Customer Support Marketing Chatbots 64

Nicereply

SEPTEMBER 29, 2020

Right now, your customers’ expectations are at an all-time high. Your support team might also be struggling with spikes in volume or customers with different or heightened needs. Conversely, proactive support is one of the best ways for you to wrangle everyone’s expectations and gain control. 87% of U.S.

Customer Support 64

Customer Support Education Customer retention Engineering 64

Nicereply

FEBRUARY 11, 2021

Having a terrible work environment affects not just productivity, but also the relationship you’ll have with your customers. Since your customer support team is always on the front line, they’re responsible for ensuring consistently positive communication with customers. Recognize that emotions are part of the job.

Education 64

Education Customer Support Feedback Personalization 64

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. How large is your customer support team? Aside from two or three responders who, above all else, lamented the current state of politics, most customer support leaders described similar ambitions regarding positive changes in 2018.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

Kayako

MARCH 14, 2018

Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period. Does that mean tiny businesses don’t have what it takes to provide amazing customer support? These two simple guiding prin ciples remind us how easy it can be to transform the customer experience. Far from it!

Customer Support 86

Customer Support Best practices Benchmark Metrics 86

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. They identify the need for change, produce a plan of action for change and work with your team to promote the positives of the change. This is what they do.

Consulting 195

Consulting Consulting Contact Center Gamification 195

aircall

JUNE 21, 2021

If you are struggling to increase sales in your company, it may be time to take a closer look at your existing customers experience to see how they interact with business. This will provide you good benchmarks for optimizations in order to increase sales. The customer experience is key to business success.

Sales 71

Sales Customer Experience Surveys Feedback 71

Help Scout

SEPTEMBER 24, 2021

Since there are multiple, distinct steps in the customer journey , some companies choose to separate these steps and have them managed by separate roles: The sales team handles pre-sales. A customer onboarding specialist manages onboarding. A customer success specialist owns lifecycle management.

Education 113

Education Government Sales Enterprise 113

CSM Magazine

MARCH 27, 2020

It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. Bad customer support is harder to spot, but it runs deeper than a quick social media fire that needs extinguishing. What is Customer Support?

Customer Support 52

Customer Support Self service Feedback Upselling 52

Nicereply

APRIL 22, 2021

When talking about customer satisfaction, we usually think about customer support. CSAT has been a staple customer support metric for decades. But support is not the only place where it makes sense to measure satisfaction. A metric formed and shared by many different teams. Why measure CSAT in sales?

Sales 52

Sales Surveys Upselling Feedback 52

Fonolo

NOVEMBER 23, 2021

But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members. According to our most recent trends report , customer service expectations are at an all-time high — that means customer support must catch up through effective call center training.

Call Center 148

Call Center Abandon rate Gamification Education 148

Nicereply

FEBRUARY 2, 2024

Each interaction should be a valuable opportunity to listen to your customers and address their concerns. That’s why customer success initiatives should be handled by a dedicated team whose role is to help customers use your product effectively. Excellent customer service is crucial to the success of an organization.

Education 59

Education Accountability Customer retention Journey mapping 59

ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. But is anyone looking out for the Customer Success team?

Best practices 94

Best practices Education Metrics Feedback 94

SmartKarrot

JANUARY 27, 2022

As a SaaS (Software as a Service) B2B business owner, your ultimate objective is to retain your existing customers, make your existing customers adopt your product, reduce the churn rate, and make your customers successful through customer success. But, before that, let us look at the definition of customer education.

Education 19

Education Journey mapping SaaS B2B 19

Call Experts

NOVEMBER 5, 2020

One of the best ways to profit off the holiday season is to offer sales and promotions during Black Friday and Cyber Monday. Are you unsure where to begin planning for the increase in orders, support needs, and employee absences during the holiday season? Overall, your team needs to be ready to answer questions and support.

outsourcing 98

outsourcing Education Contact Center Advertising 98

Global Response

FEBRUARY 28, 2024

What was once easily handled by a team of five may no longer be manageable anymore. With limited staff and resources, small businesses often struggle to provide high-quality customer support and stay focused on core business practices. Call centers provide 24/7 access to trained professionals specializing in customer care.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62