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

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

Amity

MAY 6, 2014

De-Risking the First 90-Days for Your SaaS Customer. Pam looks at CSM from the perspective of the tools and platforms CSMs need. 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.

SaaS 48

SaaS Technical Support Customer centricity Sales 48

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 71

SaaS CRM Advertising Analytics 71

Nicereply

JULY 13, 2021

“Being able to fraternize with the customer and bring them along the support journey creates an unspoken bond.” ” Companies must set their support agents up for success. One way to prepare your agents to support customers is by allowing them to use your products themselves.

B2B 98

B2B B2C SaaS Technical Support 98

Comm100

FEBRUARY 7, 2018

Maybe your customer engagement tool traps you in a price creep, a stiff contract, or forces you to purchase add-ons to get the full functionality that you thought was included. Relying on a Single Customer Engagement Tool or Touchpoint Makes You Less Competitive. Free and Low-Quality Tools May Come at A Price.

CRM 41

CRM Enterprise Multichannel SaaS 41

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

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

Nicereply

APRIL 6, 2021

She has spent nearly 25 years delivering, defining, and leading customer care and support experiences – from the front line in a heated call center to remote, highly technical teams. Antonio King is Head of Support at Veho. The longer version is that, like most support people, I just love solving problems.

Technical Support 95

Technical Support SaaS Coaching Consulting 95

NobelBiz

MAY 25, 2023

Understanding Customer Data Platforms (CDPs) Although similar tools existed in the past, the term Customer Data Platform was first used in 2010. From handwritten filing cards and massive independent mainframes to modern cloud-based solutions, the search for the best tool has been going strong for decades.

call center software 98

call center software Call Center APIs Contact Center 98

Hodusoft

JULY 28, 2021

Business phone systems are no longer only a tool for making and receiving calls. A business phone lets you increase employee efficiency with in-built automation tools and real time analytics. Nowadays, IP PBX is also available as a SaaS product. Understand Technical support tenure. Increase employee productivity.

voip 52

voip Technical Support APIs SaaS 52

JustCall

APRIL 9, 2024

These tools use advanced algorithms to connect agents to live prospects, maximizing call volume and minimizing downtime. These tools support knowledge sharing, coaching, and real-time support for agents. The platform offers over 100 integrations that connect with many popular business tools. Multi-level IVR.

voip 40

voip Sales Scripts CRM 40

JustCall

MARCH 9, 2023

Whether it’s comparing customer care vs. customer support or customer support vs. customer experience, all these terms are used interchangeably (and wrongly so).

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

CSM Practice

FEBRUARY 1, 2021

This may be found in the company’s CRM tool or on a separate form they complete for the handoff. 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.

Technical Support 76

Technical Support Sales Metrics SaaS 76

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

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. Integrations: 19/ 20.

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

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

Amity

MARCH 5, 2014

CRM technology was positioned as organizing, automating and synchronizing sales, marketing, customer service and technical support. Existing tools were not built to match your use case. Existing tools were not built to match your use case. If you are a SaaS 2.0 We call it time to first value.

CRM 48

CRM SaaS Technical Support Sales 48

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

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

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 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

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

CSM Practice

FEBRUARY 1, 2021

This may be found in the company’s CRM tool or on a separate form they complete for the handoff. 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.

Technical Support 40

Technical Support Sales Metrics SaaS 40

JivoChat

AUGUST 23, 2021

Like most SaaS platforms, Shopify offers subscription-based pricing for their software. the website) and everything needed to run the store including payment gateways, shipping services, marketing tools, and office management features. When looking at Shopify alternatives, consider tools like BigCommerce and Squarespace.

Enterprise 52

Enterprise Sales B2B B2C 52

SmartKarrot

APRIL 3, 2023

As a Customer Success Director you’ll have a chance to join a highly prominent, rapidly growing SaaS cloud startup. Track customer interactions, analyse data, and promote ongoing improvement with our customer success tools and platforms. Collaborate with the account management team to deliver superior technical support.

Technical Support 19

Technical Support Accountability SaaS Coaching 19

SmartKarrot

AUGUST 3, 2022

Drive growth in Infogrid’ installed base of customers through the strategic engagement of lighthouse accounts deepening the use of Infogrid SaaS platform to increase. You will inherit strong processes and tools, but rapid growth is presenting new challenges requiring new solutions. Build and evolve playbook strategies.

Technical Support 19

Technical Support Accountability Enterprise SaaS 19

CustomerSuccessBox

NOVEMBER 2, 2021

If your product is basic and requires no initial knowledge or tool or training then you will prefer this method. You will require powerful automation tools and intuitive user experience (UX). Learn about actionable metrics in SaaS. Main point of contact for technical support throughout the onboarding process.

Sales 52

Sales Engineering Upselling Customer retention 52

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic.

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

OCTOBER 22, 2020

These solutions are also relevant to companies with customer experience programs, and can be used to fill the gaps within their existing sales, marketing and customer support processes.”. So, if they’re not staying on top of the newest product releases and enhancements of the leading tools in this space, who is?

CRM 59

CRM Customer retention Technology Best practices 59

Callminer

AUGUST 1, 2017

It’s crucial that contact centers implement a tool that pulls in all of the necessary portals and processes into one simplified platform. Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SmartKarrot

APRIL 3, 2023

As a Customer Success Director you’ll have a chance to join a highly prominent, rapidly growing SaaS cloud startup. Track customer interactions, analyse data, and promote ongoing improvement with our customer success tools and platforms. Collaborate with the account management team to deliver superior technical support.

Technical Support 15

Technical Support Accountability SaaS Coaching 15

Comm100

FEBRUARY 19, 2020

These are great VIPs for B2B businesses that provide a product or service that may not need to be purchased frequently, but that requires ongoing support. For example, a SaaS provider might have a high-spending customer with a large team who gets billed annually. The Exceptionally Angry Customer. Your Biggest Advocates.

B2C 64

B2C B2B Advertising Accountability 64

Kayako

OCTOBER 13, 2016

How did customer service tools evolve into the online systems we use every single day? When did all of these support channels merge into one system? In 1989, Ron Muns founded the Help Desk Institute, a professional association with the mission to serve the industry by focusing on innovating technical support.

Personalization 81

Personalization Customer Service outsourcing Technical Support 81

Netomi

FEBRUARY 28, 2022

It’s not the entirety of my team that’s now Customer Love, it’s the people who are the technical support agents.”. Have you seen the latest Customer Success tool landscape? As Swiftly’s Chief Customer Officer, Maranda oversees customer success, implementations, technical support, renewals management and CS ops.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Netomi

JANUARY 5, 2022

So much so, we built the best chatbot and AI tool to help automate the low touch, mundane tasks support teams are inundated with. Ian has worked across multiple industries and has deployed Customer Experience tools and methodologies all over the world. At Netomi, we deeply care about improving the customer experience.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

TechSee

JANUARY 25, 2023

[link] Curtis Woods, Director of Technical Services Curtis is the Director of Technical Services for Fresenius Medical Care North America , responsible for a nationwide field service organization, the technical training program, and a 24 / 7 technical support call center.

Automotive 41

Automotive Management Enterprise B2B 41