Customer Service Life
NOVEMBER 15, 2020
My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.
CSM Practice
JUNE 24, 2021
The product team was in charge of communicating with customers and stakeholders, integrating all the feedback collected, creating the roadmap, and presenting it to executives and owners. Garza shares that, in the past, product teams would often get pulled out to talk or present to customers. It was a one-team show.
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CSM Magazine
FEBRUARY 19, 2024
Specializing in sectors like eCommerce and SaaS, SupportZebra exemplifies how modern outsourcing partners can provide tailored services that align with specific industry needs. This integration of technology enhances customer experience by reducing wait times and improving the accuracy of responses.
ProProfs Blog
AUGUST 19, 2020
So how do you possibly take your service policies out of presentation slides and build your business culture around them? Amerisleep, the luxury mattress company, presents the right example of an honest retail customer service policy. However, it did miss the shot in executing them to reality. A big ‘ Business Sin ’ indeed. .
ChurnZero
FEBRUARY 22, 2024
Customer success and marketing share common goals, especially if your company is one of the 61 percent of SaaS organizations with a dedicated customer marketing function to drive expansion, retention and advocacy. And, although it doesn’t always come easily, great things happen when marketing and CS unite.
Global Response
FEBRUARY 7, 2023
CSAT gives you a high-level overview of your audience satisfaction, allowing you to track trends and changes over time and understand how changes to your product or service may be impacting customer satisfaction. Typically the survey is presented as follows: “How satisfied are you with [your recent interaction] with [brand]?”
Babelforce
NOVEMBER 30, 2022
Expected Wait Time? Estimated wait time is an estimate – usually calculated on a rolling basis by call center software – of the length of time a caller will have to wait in a queue before an agent answers. This is distinct from SaaS, which is more likely to be billed flexibly than ASP software.
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