JustCall

APRIL 3, 2023

Since inbound calls are mostly customer-service based, they provide an excellent opportunity to build relationships and upsell/cross-sell company products. They could be cold calls to customers and prospects, a response to support requests, or a marketing call for the company’s new product or service. What are Outbound Calls?

Inbound sales 40

Inbound sales Telemarketing Technical Support Contact Center 40

TechSee

DECEMBER 2, 2020

This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells. Visual assistance technology is a powerful tool for technical support, but it can also help address other customer inquiries, deliberations, and bureaucratic issues.

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

Quality Contact Solutions

JUNE 12, 2020

And this is typically a loaded cost, including the management staff and support staff. Schedule A Meeting. Quality Contact Solutions has years of high-quality inbound call handling experience , including Inbound Sales, Upselling, Customer Service, and Technical Support. Call Center Outsourcing with an Hourly Model.

outsourcing 89

outsourcing Call Center Telemarketing Inbound sales 89

ProProfs Blog

DECEMBER 16, 2020

Initiate a chat that helps sales and support teams understand customer intent better. Identify upsell and cross-sell opportunities that can be offered during an ongoing conversation. One, you can identify upsell opportunities for your business. Offer After Hours Support to Meet Expectations.

Management 147

Management Chatbots Sales Upselling 147

SmartKarrot

MARCH 20, 2023

To track progress qualitatively and using KPIs, organise and conduct business review meetings with customer executives (CFO, CAO, VP of Finance, etc.). creating and carrying out chances for upselling and expansion. Handling the goals for expenses and income (renewal, upsell, and expansion). expansion of brand-new goods.

Upselling 19

Upselling Enterprise Technical Support Finance 19

Global Response

MAY 22, 2023

Typically, these call centers focus on one of the following areas: customer service or support help desk services technical support order taking Inbound call centers vary in cost depending on the services needed and the location of the call center—for example, nearshoring is an affordable alternative compared to domestic call centers.

Call Center 62

Call Center outsourcing Benchmark Metrics 62

Nicereply

MARCH 24, 2022

Customer Support Specialists Burnout will lead to poor customer service, lower engagement levels, and a higher rate of employee turnover. For companies, these 3 factors will result in only a 6% chance of successfully closing an upsell and a smaller than 4% probability of selling a promotion. Avoid making errors in spelling and grammar.

Customer Support 97

Customer Support Technical Support Upselling Marketing 97

CustomerSuccessBox

NOVEMBER 2, 2021

A Customer Success Manager (CSM) job is to build relations with the customer strong enough that opportunities of upsell and retention organically present themselves. In general, the Sales team will be measured on meeting the quota, sales revenue, and potential revenue pipeline, and so on. Roadblocks to avoid in Sales to CS handoff.

Sales 52

Sales Engineering Upselling Customer retention 52

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. Establish both leading and lagging KPIs to enhance customer advocacy. Apply here: [link].

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

SmartKarrot

SEPTEMBER 19, 2022

Manage a portfolio of accounts with a focus on renewals and upsells conversations. Meet net retention and CSAT/NPS KPIs through data-driven analysis, planning, and execution. Work closely with the customers with the drive to help them change their workplace and achieve their business goals.

Upselling 19

Upselling Technical Support Accountability Coaching 19

SmartKarrot

FEBRUARY 21, 2023

Expand the support organisation to offer worldwide, cross-product line, and multi-channel product assistance. Line manage the team, cultivate a positive team culture, hold regular 1-on-1 meetings and team gatherings, and make sure that decisions, plans, and goals are communicated and that problems are promptly fixed.

Upselling 19

Upselling Technical Support SaaS Consulting 19

ChurnZero

MARCH 31, 2022

tech ops, AWS, technical support). Sometimes people want to say “uncontrollable” churn to exclude companies that went out of business (but that’s still real churn) or that got acquired (but wait, why couldn’t you upsell the parent company? If they loved -loved you, maybe you could).

SaaS 98

SaaS Metrics Accountability Technical Support 98

ChurnZero

OCTOBER 20, 2020

The types of services can be one time (for e.g. implementation, training, workshop) or can be ongoing (for e.g. ongoing training program, technical support services). I wanted to share some tips on successfully transitioning from a services-based organization to a core Customer Success offering, with services as an upsell opportunity.

Journey mapping 52

Journey mapping Calibration Upselling Technical Support 52

SmartKarrot

APRIL 22, 2022

Attend industry association meetings and trade shows, as necessary. Taking responsibility for contract renewal and upselling. Liaise with supporting teams (technical support, professional services, billing, and more) on behalf of the clients. Make sure all deadlines are being met. Apply here: [link].

Technical Support 19

Technical Support Upselling Coaching Accountability 19

SmartKarrot

FEBRUARY 4, 2021

Apply here: [link] Role: Customer Success Manager (SMB) Location: Remote, OR, US Organization: Matterport As a Customer Success Manager, you will manage all post-sales activity for assigned SMB to Mid-Market customer segments through strong relationship-building, product knowledge, engagement planning, and upsell/cross-sell execution.

Technical Support 10

Technical Support Upselling Consulting Consulting 10

Amity

MAY 22, 2016

Outcomes of customer success have a direct impact on sales , marketing, product development and technical support to name a few, not to mention the bottom line. You can define initial metrics and KPIs that are important to the organization in your plan and then use this as a requirement to find the right platform to meet your needs.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

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. Being on the lookout to spot and identify and/or upsell opportunities.

Technical Support 10

Technical Support Upselling Engineering Accountability 10

SmartKarrot

FEBRUARY 10, 2021

Manage the renewal process and identify upsell and cross-sell opportunities. Be a dedicated point of contact for strategy, product training, and non-technical support questions. Work with commercial account owners and executive stakeholders at Braze to ensure successful renewals and upsells. Apply here: [link].

Upselling 10

Upselling Construction Technical Support Consulting 10

SmartKarrot

FEBRUARY 8, 2021

Conduct business reviews and goal-setting meetings. Identify and achieve targets on renewal rates, customer satisfaction, expansions, upsells, and new opportunities in assigned accounts. Conduct virtual and onsite meetings with Marketing and Sales professionals. Customers will look to you for advice and expertise.

Consulting 10

Consulting Consulting Upselling Customer advocacy 10

SmartKarrot

JANUARY 7, 2021

Provide technical support during onboarding and implementation. Deliver renewal targets and upsell targets. Lead new customer and project onboarding meetings, validating and identifying customer needs, potential challenges, and key project timelines. Build and manage customer success team.

Upselling 10

Upselling Technical Support Metrics Engineering 10

SmartKarrot

DECEMBER 2, 2020

Optimize cross-functional team communication to impact onboarding, engagement, renewal, and upsell outcomes. Also, partner with the Account Management team to successfully set up renewal and upsell opportunities. Your role is a sales and client relationship role, not a technical support role.

Upselling 10

Upselling Best practices Enterprise Technical Support 10

SmartKarrot

FEBRUARY 22, 2021

Role: Director of Customer Experience Location: Charlotte, NC, US Organization: Ekos As a Director of Customer Experience, you will oversee a world-class customer lifecycle and all aspects of client health including onboarding, support, value realization, and contract renewal, while spearheading further adoption of Ekos services for the customers.

Upselling 10

Upselling Technical Support APIs Accountability 10

OctopusTech

SEPTEMBER 9, 2023

In addition to this, they are also trained in upselling techniques. This is not a problem that cannot be solved as this can be eliminated easily when companies take out their time to conduct research, check the reviews, and then make a decision on selecting the company that meets their requirements.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

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

SmartKarrot

FEBRUARY 17, 2021

Manage a team of technical account managers (TAM) responsible for ensuring the technical goals of customers are met. Establish a relationship with key ecosystem partners and build joint upsell opportunities. Provides feedback for technical selling tactics and strategies for the broader team.

Enterprise 10

Enterprise Technical Support Finance Upselling 10

SmartKarrot

JUNE 29, 2020

Make customers successful by demonstrating the value of our analytics to support their evolving critical business needs. Provide applications and infrastructure support to the growing client base. Conduct regular business review meetings with key accounts. Drive retention reporting and analysis.

Technical Support 10

Technical Support Finance Upselling Accountability 10

SmartKarrot

FEBRUARY 19, 2021

Upsell limitations: Calculate the bucket size of customers who qualify for upgrades or account expansion. Then calculate the number of actual upsells that have taken place in a specific duration, say a year. Show the final figure that you aim to earn through your customer success program’s upsells initiatives.

Upselling 10

Upselling outsourcing Technical Support industry standards 10

Amity

JULY 28, 2014

Outcomes of customer success have a direct impact on sales, marketing, product development and technical support to name a few, not to mention the bottom line. You can define initial metrics and KPIs that are important to the organization in your plan and then use this as a requirement to find the right platform to meet your needs.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 48

SmartKarrot

FEBRUARY 15, 2022

Need support at their convenience. This may require more support and help with regard to timings. Running through multiple highly worded technical support documents may add to the pain. Meeting experts: In webinars, you usually interact with the C-Suite or the makers of a feature or product.

SaaS 10

SaaS Education Upselling Technical Support 10

SmartKarrot

JULY 1, 2020

Before you get started with kick-off meetings with the client, before you even meet them for the first time, it is important to gather all the information about them. Or, if you are running a high-touch onboarding process for any client, then you may as well meet them and collect all the information you need. Welcome email.

Technical Support 10

Technical Support Accountability Upselling CRM 10

CSM Practice

JANUARY 1, 2017

Finally, in my opinion, if you have a TAM (or a higher level of dedicated technical support) you should charge for it. They should upsell seats and service levels. As such, regular meetings with these customers are key and are mainly driven by sales and renewal discussions. customer churn data, account add-ons.

SaaS 58

SaaS Metrics Accountability Best practices 58

Global Response

FEBRUARY 13, 2022

Product or technical support. For advanced technical support, inbound call centers may use tech systems to route the caller to advanced IT support. Most businesses could benefit from an inbound call center to provide consistent customer service and technical support. General Inquiries.

Call Center 62

Call Center Telemarketing Technical Support outsourcing 62

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . When our customers meet their goals, we have an easier time meeting our own. . In other words, “What do we need to do to meet objectives and when do we need to get it done?”.

Management 98

Management Chief Customer Officer Upselling SaaS 98

SmartKarrot

SEPTEMBER 24, 2020

Then you have to meet your customer where they are. Self-service tutorials In-person meeting Technical walk-through of the product. It is not just limited to the technical support team, but spans over all other touchpoints. To begin with, you must have a clear definition of customer onboarding. How mature are they?

SaaS 10

SaaS Customer retention Construction Accountability 10

Quality Contact Solutions

DECEMBER 20, 2021

The audit confirms that Quality Contact Solutions’ information security practices, policies, procedures, and operations meet the SOC 2 standards for security, integrity, availability, privacy, and confidentiality. “Data security is critical in today’s business climate. QCS offers many contact center and telemarketing?services

Call Center 52

Call Center Telemarketing outsourcing B2C 52

SmartKarrot

MAY 25, 2022

Make customers successful by providing high-quality technical support and service. Tactical and strategic support for priority accounts and maintain relationships with key agencies and brands. Meet and develop relationships with the customers both in-person and online. Document customer success actions and discussions.

Education 3

Education Technical Support Upselling Advertising 3

SmartKarrot

MARCH 14, 2022

Analyze client behavior in order to develop workflows to successfully address high-risk behavior as well as potential upsell behavior. Evaluate and potentially implement improvements to the escalation processes for customer support issues. Develop a deep understanding of the SaaS industry and the needs of our customers.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3