PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). The same applies for B2B SaaS companies. You could be dead by then. I’m not joking.

SaaS 96

SaaS Feedback Surveys B2B 96

Totango

JANUARY 22, 2024

. – Chris Dishman, SVP of Customer Success, Totango Expansion will become a top growth driver for recurring revenue companies For a while, expansion has been overlooked as a driver of SaaS growth. For many companies, the CSM role has become a catch-all for various tasks – from renewals and billing to technical support.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

Amity

OCTOBER 3, 2016

Yet, this is often of the hardest points in an implementation for both customers and SaaS providers. There are all kinds of technical, organizational, and user adoption risks that need to be addressed. Your company understands your SaaS system inside and out because you conceived and built it BUT the customer does not.

SaaS 76

SaaS Technical Support Customer centricity Sales 76

SmartAction

MARCH 1, 2022

What is Software as a Service (SaaS)? Software as a Service (SaaS) is a term many of us have heard. Within the SaaS model, there are two types of SaaS. Within the SaaS model, there are two types of SaaS. Vertical SaaS is a software as a service focused on a specific industry. Scalability is simple.

Management 72

Management SaaS Virtual Agent Automotive 72

Totango

SEPTEMBER 6, 2022

For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. In this article, we’ll cover the essentials of QBRs and how to make them work for your SaaS business. What Makes a Great QBR?

SaaS 105

SaaS Technical Support Benchmark Accountability 105

Kayako

DECEMBER 22, 2016

‘Customer support’ appears cooler because it has been popularized by new technologies and software. This can be understood in the context of SaaS (software as a service) and other tech companies. Customer support best describes teams dedicated to supporting customers with products and services that need ongoing technical support.

Customer Support 103

Customer Support Customer Service SaaS Technical Support 103

TeamSupport

JULY 20, 2020

“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.” And failure to deliver adequate support can negatively influence the same.

Customer Support 98

Customer Support Technical Support B2B SaaS 98

Amity

MAY 6, 2014

De-Risking the First 90-Days for Your SaaS Customer. Yet, this is often of the hardest points in an implementation for both customers and SaaS providers. There are all kinds of technical, organizational, and user adoption risks that need to be addressed. Pam looks at CSM from the perspective of the tools and platforms CSMs need.

SaaS 48

SaaS Technical Support Customer centricity Sales 48

TeleDirect

DECEMBER 14, 2023

If you’re a subscription-based brand or a SaaS company, it’s easier to calculate. In other ways, it’s less concrete and slightly more complicated. Studies have demonstrated that acquiring a new customer can cost at least five times more than keeping a current one. Do you know your customer turnover rate?

Call Center 62

Call Center Customer retention Technical Support Sales 62

Help Scout

SEPTEMBER 2, 2021

In contrast, the tier 2 team supporting a retail product may handle lower priority bugs, dispute resolutions, or triage, as their skills are less about product knowledge and more about service experience. In our examples below, we’ve chosen to use a SaaS (software as a service) product that helps users build and design websites.

Technical Support 102

Technical Support Engineering APIs Education 102

SmartKarrot

FEBRUARY 15, 2022

Success in SaaS is not as easy as it seems. How to Use Webinars to Supercharge SaaS Customer Success? . 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. Final Words .

SaaS 10

SaaS Education Upselling Technical Support 10

Amity

SEPTEMBER 5, 2018

But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows. Let your Technical Support Specialists handle actual technical issues. It’s a well-oiled machine – but is it perfect?

Technical Support 80

Technical Support Upselling Accountability SaaS 80

SmartKarrot

SEPTEMBER 24, 2020

To understand the SaaS business growth, let’s take a quick look at the SaaS history through this analogy. But with the advancement of SaaS, the growth model has changed drastically. So, for the SaaS business growth, the builder’s goal is to a) rent-out as many apartments as possible. It is easy to get lost in all of them.

SaaS 10

SaaS Customer retention Construction Accountability 10

Nicereply

JULY 13, 2021

Peter Muir is the Manager of Technical Support at Dejero. Regis Eloi is the former Director of Customer Support at Salsify. They provide B2B SaaS solutions for brands and manufacturers globally. Susana de Sousa is the Senior Manager of Support at Loom. For hardware products, there are always challenges.

B2B 98

B2B B2C SaaS Technical Support 98

Taylor Reach Group

NOVEMBER 17, 2017

Video can enable easier customer authentication, increased emotional connection to customers, provide insight into technical support challenges and allows for more interactive services. Web RTC, the underlying enabling technology, is increasingly available in SaaS and CCaaS solutions eliminating barriers to deployment.

Customer Support 63

Customer Support Self service Technical Support Chatbots 63

VirtualPBX

OCTOBER 2, 2019

Let’s take a deeper look at the key concepts of SaaS, PaaS, IaaS. Software as a Service (SaaS). You cannot fix your cloud computing problems in-house, and some providers do not offer around-the-clock technical support. Software as a Service – SaaS. Examples of SaaS. Platform as a Service (PaaS).

SaaS 13

SaaS Engineering CRM voip 13

JustCall

MARCH 9, 2023

creating product documentation and associated resources, and so on Over to You There you go—while the difference between customer support and customer service may not seem much at first glance, the two are varying fields with contrasting end goals.

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

CSM Practice

FEBRUARY 1, 2021

Support resources (eg: technical support, CSM, knowledge base, etc.). At CSM Practice we elevate SaaS companies profitable growth through customer retention and expansion selling strategies. Expectations. Roles and responsibilities (vendor and customer). Product overview. Validate desired business outcomes.

Technical Support 76

Technical Support Sales Metrics SaaS 76

Totango

SEPTEMBER 22, 2022

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. Here we’ll guide you through the essential SaaS tools you need for business growth. What Are SaaS Tools? SaaS Customer Success Tool.

SaaS 71

SaaS CRM Advertising Analytics 71

Amity

MARCH 5, 2014

CRM technology was positioned as organizing, automating and synchronizing sales, marketing, customer service and technical support. If you are a SaaS 2.0 Lincoln Murphy has a several blog posts on SaaS – this one focusing on competing in crowded markets really hits home on how easy it is for customers to sample many but buy few.

CRM 48

CRM SaaS Technical Support Sales 48

aircall

FEBRUARY 26, 2018

2 cloud-based call center software by GetApp, the premier research and review site for businesses exploring SaaS solutions. On the support side, our representatives track first call resolution rates, CSAT Scores (via Zendesk), and missed call volume. A Category Breakdown. Aircall was recently ranked the No.

call center software 59

call center software Call Center First call resolution Technical Support 59

Nicereply

FEBRUARY 22, 2023

I started browsing technical support roles on Craigslist and Indeed and eventually found a part-time ecommerce support role. The hours were 3 pm to midnight, and it included handling phone support, live chats, and email. They took the time to onboard me to the world of SaaS and technical / customer support.

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

Education Services Group

MAY 13, 2020

As the prominence of CS grew, and as more and more companies made the transition into the SaaS world, this role of trusted advisor emerged from these two very different sides of the business. A smaller, rapidly growing company is going to have a different environment than a well-established hardware brand just breaking into SaaS.

SaaS 52

SaaS Customer advocacy Technical Support Sales 52

CSM Practice

JANUARY 1, 2017

Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs. In the SaaS case, they’re “renting” your solution.

SaaS 58

SaaS Metrics Accountability Best practices 58

ClientSuccess

OCTOBER 2, 2019

Their appearance and recent popularity emerged as the software-as-a-service (SaaS) has shaped a distinct customer lifecycle. In the SaaS model, how companies interact with customers has changed along with the nature of doing business. Customer Success Managers (or CSMs as we’ll call them), however, are somewhat of a newer breed.

Accountability 47

Accountability Management Upselling SaaS 47

Amity

JULY 25, 2016

But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows. Let your Technical Support Specialists handle actual technical issues. It’s a well-oiled machine – but is it perfect?

Technical Support 59

Technical Support Upselling Accountability SaaS 59

Helpware

SEPTEMBER 8, 2016

Owning a SaaS business can be aggravating at times. You may have the best FAQ page ever written and you will still be greeted with an inbox full of tech support questions. Hiring someone in-house to take care of all of this is one good solution, but the outsourcing of support services can be beneficial for smaller or new operations.

outsourcing 40

outsourcing Technical Support SaaS Customer Service 40

aircall

FEBRUARY 2, 2018

Especially at SaaS companies, support often means assisting customers “hands-on,” but house calls are simply out of the question (I need not enumerate the reasons why). GoToAssist lets your technical support representatives — literally — take control of the client’s computer.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

SmartKarrot

JANUARY 5, 2023

Contribute technical knowledge and perspective to the customer support team and drive diagnosis and troubleshooting for technical support and user issues. Be hyper-focused on driving SaaS workload acceleration from pilots/MVP to production.

SaaS 19

SaaS Technical Support Enterprise Feedback 19

Amity

MARCH 3, 2014

But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows. Let your Technical Support Specialists handle actual technical issues. It’s a well-oiled machine – but is it perfect? It’s probably pretty close.

Technical Support 57

Technical Support SaaS Upselling Accountability 57

ClientSuccess

FEBRUARY 21, 2017

Salesloft is one of the fastest growing startup companies in SaaS today, due in no small part to Katie’s attention to detail and her wealth of knowledge in the customer success space. As the 7th SalesLoft employee, Katie has seen customer success scaling first hand from a small company to the fast-growth SaaS organization SalesLoft is today.

SaaS 40

SaaS Technical Support Sales Engineering 40

SmartKarrot

NOVEMBER 9, 2022

Role: Customer Success Manager – SaaS Location: Greater Sydney Area, Australia (Hybrid) Organization: Carter Murray As a Customer Success Manager, you will help clients get the most out of the platform and products. Identifying potential up-sell opportunities for new recurring revenue and Professional services. Apply here: [link].

Real estate 19

Real estate Consulting Consulting Technical Support 19

LiveChat

APRIL 18, 2017

That’s an acceptable approach: it doesn’t matter how you call this department; just give your customers the service, care, and support they need. However, if we’re getting into details, there is a difference between the terms support and service. Customer Support – the Name for Ongoing Technical Support.

Customer Support 55

Customer Support Customer Service Technical Support Consulting 55

SmartKarrot

JANUARY 18, 2023

Role: Customer Success Manager Location: Nottingham, England, United Kingdom (Hybrid) Organization: Pacvue As a Customer Success Manager, you will make customers successful by providing high-quality technical support and service. Educate users on the latest SaaS platform features. Apply here: [link].

Education 19

Education Revenue potential Technical Support Accountability 19

Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? 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.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

NobelBiz

MAY 16, 2023

To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud. A hosted contact center is a software-as-a-service (SaaS) solution that allows you to outsource your call center operations. How Can Hosted Contact Centers Improve Agent Performance?

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

CSM Practice

FEBRUARY 1, 2021

Support resources (eg: technical support, CSM, knowledge base, etc.). At CSM Practice we elevate SaaS companies profitable growth through customer retention and expansion selling strategies. Expectations. Roles and responsibilities (vendor and customer). Product overview. Validate desired business outcomes.

Technical Support 40

Technical Support Sales Metrics SaaS 40