IdeasUnlimited

JANUARY 6, 2021

Propelling this explosive growth are the twin engines of an exceptional product and 24/7 customer service through IdeasUnlimited. While TravelWifi’s internal team handled day hours, IdeasUnlimited took on night coverage 7 days a week for customer support, tier 1 technical support, and order processing. Billing support.

Wireless 52

Wireless Technical Support Customer Support Morale 52

IdeasUnlimited

JANUARY 6, 2021

Propelling this explosive growth are the twin engines of an exceptional product and 24/7 customer service through IdeasUnlimited. While TravelWifi’s internal team handled day hours, IdeasUnlimited took on night coverage 7 days a week for customer support, tier 1 technical support, and order processing. Billing support.

Wireless 52

Wireless Technical Support Customer Support Morale 52

TechSee

APRIL 3, 2018

Solutions include voice of the customer (VoC) closed-loop surveys that enable companies to take quick action based on customer feedback, as well as best practices for renewal management. The technology has proven especially effective in specific use cases, such as billing proofs and technical support.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

TechSee

MARCH 13, 2018

The industry – as well as scientists, engineers, journalists and eager venture capitalists – were mostly disappointed when the results did not deliver on the expectations built up by the hype. The interconnection of humans with technology can be utilized to provide effective decision support during the agent-customer interaction.

Customer Service 95

Customer Service Chatbots Virtual Agent Technical Support 95

Vcaretec

APRIL 10, 2023

The outsourcing provider typically has specialized software and trained personnel to handle various types of customer inquiries, complaints, and technical support issues on behalf of the organization that hires them. Additionally, ongoing support should be provided to address any issues or challenges that arise.

outsourcing 52

outsourcing Call Center Best practices Advertising 52

SmartKarrot

JANUARY 12, 2023

Report on key metrics to drive success in user support and in the development of strategies to scale. Work with the global support and training team to share best practices and create a virtual team community. Document user feedback for product solutions, working directly with the development team. Apply here: [link].

Technical Support 19

Technical Support Engineering Best practices Upselling 19

SmartKarrot

NOVEMBER 14, 2022

As a Director of Customer Success, you will create efficient processes for managing all pre- post-sales technical support; including phone & e-mail support, lab-based troubleshooting, knowledge database, and interface with CRM. Work cross-functionally with engineering to deliver unified business goals.

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

SmartKarrot

JUNE 9, 2022

Ensure their teams deliver efficiently in alignment with key partners in Sales, Product, and Engineering. Drive value for customers by helping them achieve their business and technical outcomes. Develop relationships with customers at all levels, including engineers/users, as well as executives.

Upselling 19

Upselling Engineering Technical Support Metrics 19

JustCall

APRIL 5, 2023

Any issues that you may face while using them can be highlighted to the JustCall engineers and they will make sure to accommodate your requests or suggestions. 4 Does JustCall or Talkdesk Have a Better Customer Support System? Both Talkdesk and JustCall have strong customer support systems. How has it done so?

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Multichannel voip 52

Tethr

JULY 11, 2019

Lutron’s contact centers feel less like the “factory floor” model you see in most companies and more like a knowledge work environment similar to what you’d see in a marketing, finance or engineering department. Customers are over-surveyed, and they just aren’t willing to take the time to provide detailed feedback to companies anymore.

Contact Center 80

Contact Center Government Scripts Surveys 80

SmartKarrot

MARCH 20, 2023

coordinating closely with Solution Consulting, Support, and Engineering on client demands. Customer feedback on product improvements and/or gaps should be provided to Product Management to help improve customer experience. Handling the goals for expenses and income (renewal, upsell, and expansion).

Upselling 19

Upselling Enterprise Technical Support Finance 19

Callminer

AUGUST 1, 2017

They don’t do anything else except maybe monitor a few calls and give some feedback. Agents can also send feedback directly to script authors to further improve processes. Feedback loops are imperative to success. If a QA person is responsible for delivering coaching/feedback, it can be time-consuming.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

AUGUST 3, 2023

As always, AWS welcomes feedback. in Biomedical Engineering from RWTH Aachen university, Germany, with a focus on Medical Imaging. He provide technical support for customers through their AI/ML journey on the AWS cloud. He has a PhD in Engineering from the Technical University of Munich, Germany.

APIs 63

APIs Scripts Engineering Technical Support 63

SmartKarrot

OCTOBER 13, 2022

Presenting the product roadmap, allowing for 360° feedback to make sure the products and customer expectations are consistently aligned.? As a customer advocate, you will also partner with internal teams outside of Customer Success such as Product, Sales, Support, Engineering, and Marketing.? Apply here: [link].

Customer advocacy 19

Customer advocacy Technical Support Feedback Engineering 19

Taylor Reach Group

AUGUST 28, 2017

Most, if not all Contact Centers, technical support or customer service operations will access a knowledge-base. Initially, the KB may reside across disparate databases requiring multiple searches, or a single search engine configured to search multiple sources. Building concise correct entries in the KB is only the first step.

Management 80

Management CRM Engineering Technical Support 80

SmartKarrot

NOVEMBER 9, 2022

You will serve as project manager and leader for cross-functional initiatives such as standing up a CS/Sales qualified lead engine process, building out a retention strategy for the individual Loan Officer and Real Estate customers, and developing a feedback forum for product development initiatives rooted in the voice of the customer.

Real estate 19

Real estate Consulting Consulting Technical Support 19

Amity

JANUARY 30, 2019

They are the advocates of your customer base and provide critical feedback on your product, service and industry trends. A core pillar in most organizations is technical support and it’s important to evaluate what model is best for your organization. CS Architects / Engineers.

Education 61

Education Engineering B2C Technical Support 61

SmartKarrot

APRIL 28, 2022

Work with the technical account team as needed for customer success. This role is focused on strategic customer success management and is not a technical support-related role. Work cross-functionally with sales, marketing, engineering, and product teams to align on customer needs and company strategy.

Customer advocacy 19

Customer advocacy Technical Support Accountability Engineering 19

Netomi

FEBRUARY 28, 2022

[We] combine this qualitative understanding with insights from the analytics team and work with product teams and engineering to design the best solutions, improve processes, and prevent issues,” she said. It’s not the entirety of my team that’s now Customer Love, it’s the people who are the technical support agents.”.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

SmartKarrot

NOVEMBER 18, 2021

Establish process and procedures for cross-team collaboration, e.g., between customer success and sales, engineering, and product. Be a point of excellence and escalation within the broader customer success and support team; when a challenging new question arises, be someone your colleagues can turn to for help. Apply here: [link].

Technical Support 19

Technical Support Best practices Metrics Feedback 19

SmartKarrot

MAY 27, 2022

Ensure any account issues are resolved quickly, utilizing resources from across Technical Support, Sales, Engineering, etc. Function as the voice of the customer and provide internal feedback on how New Relic can better serve our customers. Track accounts to identify churn risk and work proactively to eliminate that risk.

Technical Support 19

Technical Support Upselling Accountability Engineering 19

SmartKarrot

AUGUST 3, 2022

Impart technical leadership and direction on all aspects of HeadSpin’s products and services. Ensure any account issues are resolved quickly, utilizing resources from across Technical Support, Sales, and Engineering. Maintain and gain knowledge of the languages and technologies supported by HeadSpin.

Technical Support 19

Technical Support Accountability Enterprise SaaS 19

Spearline

MAY 8, 2019

With a background in technical support and operations, it’s been an interesting career move for him. Mike Palmer joined Spearline as CMO at the end of 2018. We recently sat down with Mike to find out a bit more about his career to date and how he ended up in a marketing role! Good day Mike! You have a techie background.

Marketing 40

Marketing Engineering Technical Support Big data 40

Kayako

DECEMBER 17, 2015

Mercer Smith-Looper ( @mercenator ) Support Engineer, Trello. Johnathan Lyman ( @theejl ), Senior Technical Support Lead, Zephyr. Sukhpreet Kaur, ( @sanand_24 ), Technical Support Consultant, Kayako. your support team equals one person), it’s important not to impose unrealistic deadlines.

Management 60

Management Technical Support Customer Support Coaching 60

Nicereply

MARCH 13, 2020

Harvey Port, Technical Support. Using white space in emails: Dear Support, . Thank you for your feedback. I am having trouble with our company’s feedback not getting through to our Nicereply app. Never is this more true than in customer support. Let me know how that goes! Please revert back.

APIs 101

APIs Accountability Customer Support Technical Support 101

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. Drive positive customer experiences that create customer surprise and success.

Technical Support 10

Technical Support Upselling Engineering Accountability 10

JustCall

APRIL 5, 2023

Further, businesses that find their preferred integration missing can contact the JustCall engineering team to request a new integration. Finally, the customer and technical support teams are readily available to assist customers in deriving more value from JustCall implementation. Unfortunately, 8×8 misses out on this front.

Interactive Voice Response 52

Interactive Voice Response Contact Center APIs Analytics 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. It’s important to respond to critical feedback as well as appreciate big wins in order to grow.

SaaS 40

SaaS Technical Support Sales Engineering 40

SmartKarrot

MAY 26, 2021

Work closely with sales, marketing, product, engineering, and support teams to ensure we constantly deliver value to the customers. Understand client requirements in the context of product functionality and appropriately liaise with product and engineering teams to implement those.

Engineering 10

Engineering Technical Support Government Coaching 10

SmartKarrot

MARCH 3, 2021

Escalates needs across product, engineering, marketing and finance teams to ensure client needs are met. Escalating needs across product, engineering, marketing and finance teams as appropriate. Create a company-wide customer feedback loop. Drive company-wide definition of an ideal customer.

Finance 10

Finance Engineering Coaching Morale 10

Kayako

DECEMBER 17, 2015

Mercer Smith-Looper ( @mercenator ) Support Engineer, Trello. Johnathan Lyman ( @theejl ), Senior Technical Support Lead, Zephyr. Sukhpreet Anand, ( @sanand_24 ), Technical Support Consultant, Kayako. your support team equals one person), it’s important not to impose unrealistic deadlines.

Management 48

Management Technical Support Customer Support Coaching 48

JustCall

MAY 1, 2023

This feedback is then recorded in the analytics dashboard to assess agent performance. They will do their best to accommodate you. Limited integrations with the availability the base plan offering only Google and Outlook contact integrations. which are some of the well-known, though less preferred JustCall competitors, as seen below.

Interactive Voice Response 52

Interactive Voice Response Enterprise Call Logging CRM 52

NICE inContact

JANUARY 18, 2018

Within the supply chain, feedback about product performance is extremely valuable – both for the company providing the interface to the customer (in order to accurately assess which products or partners are most successful), as well as to partners to help them improve their service or product provision.

Contact Center 49

Contact Center outsourcing Technical Support Call Center 49

SmartKarrot

FEBRUARY 17, 2021

Manage a team of technical account managers (TAM) responsible for ensuring the technical goals of customers are met. Transform customer feedback into actionable product roadmap items. Provides feedback for technical selling tactics and strategies for the broader team. Apply here: [link] Role: Director / Sr.

Enterprise 10

Enterprise Technical Support Finance Upselling 10

SmartKarrot

DECEMBER 4, 2020

Role: VP Customer Success Location: Salt Lake City, UT, US Organization: NICE inContact As a VP of Customer Success, you will be a senior leader in the matrix organization of Technical Success, working with Professional Services, Technical Support, and other customer-facing teams to ensure customer outcomes.

Upselling 10

Upselling Technical Support Feedback Coaching 10

Help Scout

SEPTEMBER 28, 2021

We also have in-house interviewer training that everyone must go through before they interview candidates — we want our team to be crystal clear about how to give a great interview, how to listen for solid answers, how to minimize unconscious bias, and how to write useful feedback.

Engineering 126

Engineering Feedback Technical Support Surveys 126

SmartKarrot

JUNE 16, 2020

You will lead a team of Customer Success Engineers (CSEs) and Client Partners (Account Managers) to bring Spot’s best ideas, innovations, and capabilities to customers. You will partner directly with Sales, Technical Support, and Solutions Engineering teams to create a repeatable and scalable operating process that drives post-sale success.

Technical Support 10

Technical Support Engineering Best practices Accountability 10