TechSee

FEBRUARY 5, 2019

Increasingly tech-savvy consumers now have a greater ability – and desire – to handle issues on their own terms, and the providers which embrace this trend will be able to reap the rewards. Without further ado, here are 5 standout meta-trends with the potential to shape customer journey creation and curation in 2019.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

Kayako

APRIL 1, 2022

Find out what trends will impact eCommerce customer satisfaction in 2022. The trend to remote working is causing a sustained increase in eCommerce. Trends and data show us that eCommerce companies and store owners need to focus on speed, convenience, helpful employees, and friendly service to keep and attract customers.

Sales 90

Sales Personalization Upselling Chatbots 90

Calltools

JANUARY 19, 2022

Here are six contact center trends that managers should respond to when assisting reps, streaming campaigns and improving the customer experience in 2022. . Artificial intelligence (AI) has been one of the biggest contact center trends in recent years. The phone rings. An agent answers and resolves a customer’s problem.

Contact Center 52

Contact Center Interactive Voice Response Chatbots Abandon rate 52

CSM Practice

FEBRUARY 15, 2021

It also sought to understand the major trends of customer health scores. This blog will discuss takeaways and trends in customer success about one of the most popular tools – the customer health score. That said, trends in 2020 revealed that companies using a customer health score had better control over their churn rate.

Surveys 64

Surveys SaaS Benchmark Upselling 64

JustCall

MARCH 28, 2023

By embracing the latest customer service trends, businesses can effectively adapt their processes and leverage cutting-edge tools and technologies to streamline their customer service operations. This comprehensive blog post highlights the most significant customer support trends for 2023 that all customer service leaders should be aware of.

Customer Service 52

Customer Service Chatbots Analytics Upselling 52

CustomerSuccessBox

SEPTEMBER 7, 2021

So, without further ado, let’s see the Customer Success Trends as predicted by the CS experts. Future strategies are focused on aggregating customer data and incorporating AI to provide valuable and accurate insights on usage trends, potential churn, and growth opportunities. #3 via GIPHY. #1

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

ShepHyken

AUGUST 24, 2021

Quotes: “Customer success not only provides a great customer experience, it also helps companies save time and make the next upsell or cross-sell opportunity happen naturally.” ” “If you have the information such as trends, customer behavior, and feedback, use it to proactively serve your customers.”

SaaS 344

SaaS Upselling Customer retention Feedback 344

Expivia

NOVEMBER 9, 2020

I see this a lot with cross-sell/upsell. In the mid-2000s, they did a lot of analytics where they would process customer data and come up with cross-sell and upsells that would fit the profile and criteria of each customer. Lastly, look at your analytics and identify trends before your customers do! Being Proactive with Data.

Call Center 52

Call Center Customer Service Upselling Chatbots 52

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

CustomerSuccessBox

JUNE 28, 2021

So keeping in mind the top trends, here is a strategy for you to plan your next Customer Success Budget. Before planning the budget, it’s important we identify the top trends in Customer Success. Top Customer Success trends. Read More: Top Customer success trends. MRR growth and upsell. Customer Retention.

SaaS 52

SaaS B2C Customer retention Upselling 52

CSM Magazine

MARCH 1, 2022

What are the top trends we can expect to see right now? Not only does this drive digital and brand engagement, but it generates sales and upsell opportunities by hooking the customer to the brand. While the retail world may be heating up like never before, the competitive advantage is there for the taking.

Customer Experience 97

Customer Experience Government Upselling Technology 97

TeamSupport

JANUARY 10, 2020

The new year is here and with it comes our annual list of key customer service trends! Our 2019 trends article was a huge hit, so here’s what is set to make an impact in 2020…. Not only do great service relationships build trust with a customer, but they also create new opportunities for both upselling and retention.

Customer Service 80

Customer Service B2B Upselling Self service 80

Mindtouch

OCTOBER 23, 2017

Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. The most striking evidence of the self-service trend is consumer preferences. Renewals and upsells matter more. The post Five Trends Accelerating Customer Self-Service Demand appeared first on MindTouch Blog.

Self service 65

Self service Upselling SaaS Customer Support 65

ShepHyken

JUNE 13, 2016

The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger. The Service Manager) From leveraging self-service tool for personalisation to embracing an omni-channel customer servicing, here are eight trends in customer experience that are going to be relevant to most businesses in 2016. (The This is a trick question.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

CSM Magazine

JANUARY 5, 2022

In this article, we shall cover some of the AI-driven customer service trends that will help you push ahead ahead for business success. 5 Best AI-driven Customer Service Trends in 2022. Not only this, with time, you can even start strategic selling or upselling with more genuine product ideas and recommendations.

Customer Service 52

Customer Service Chatbots Upselling Personalization 52

ClientSuccess

SEPTEMBER 27, 2018

To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Here are 6 customer success trends that have been huge in 2018: 1. This makes having real-time visibility into customer metrics (MRR, ARR, retention trends, etc.) a necessity.

SaaS 74

SaaS Finance Metrics Upselling 74

CustomerSuccessBox

JANUARY 10, 2022

Customer Success Manager Salary Trends 2022. In addition, a 32% increase in respondents said that the impact on revenue (89%), such as account expansion and upsell, was an important part of bonus rewards. The post Customer Success Manager (CSM): Responsibilities, Compensation and salary trends in 2022 appeared first on.

Management 52

Management Surveys Customer advocacy Accountability 52

JustCall

OCTOBER 19, 2023

They provide a great opportunity to cross-sell and upsell as well. But, accurate data is essential for monitoring agent performance and identifying trends/bottlenecks. Seizing Opportunities After a call ends, agents can tag it with “upsell” or “cross-sell” keywords. Inefficient routing leads to annoyed customers.

Call Center 52

Call Center Upselling CRM Best practices 52

Totango

AUGUST 9, 2022

This makes it easier to see trends in data and plan strategic actions. Actions based on data trends can be automated using a tool such as a customer success platform that triggers workflows based on KPI monitoring. This enables more repeat business, more upsell opportunities, referrals and higher revenue.

Best practices 100

Best practices B2B Journey mapping Upselling 100

CSM Magazine

DECEMBER 13, 2023

Set up automated alerts for critical issues or trends based on real-time data. Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Develop guidelines or directions designed to help employees when it comes to introducing cross-selling and upselling.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

TeamSupport

DECEMBER 8, 2023

Look for software that provides robust reporting and analytics features, allowing you to track key metrics, identify trends, and measure the effectiveness of your support efforts. This information is invaluable for continuous improvement and strategic decision-making.

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

Totango

JUNE 28, 2021

Creating opportunities for premium upsells. This creates the opportunity to deliver an appealing upsell offer inviting users to try your premium product. You can automate tasks that promote onboarding and adoption, increasing user engagement and setting the stage for an upsell offer. Freemium Strategy vs. Free Trial Strategy.

Upselling 90

Upselling SaaS Best practices Sales 90

CSM Magazine

AUGUST 31, 2023

This will help build a relationship and could lead to opportunities for targeted or tailored upsells. In some cases, the customer may have more questions, and this would provide the call center with a further opportunity to engage the customer and provide them with more information or upsell additional products or services.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. A new need for more adaptive service options, including improved omnichannel customer experience, has shown up as a strong trend with few signs of letting up. Technological Trends. Attention to Detail.

Call Center 376

Call Center Technology Banking Contact Center 376

TeamSupport

DECEMBER 7, 2020

On the other hand, when 70% or more of revenue comes from existing customers 1 , you must pay close attention to indicators that a customer might be increasing seats or adding user groups to ensure you don’t miss a valuable upsell opportunity. Upselling Other Products or Add-Ons. First, let’s look at potential for growth.

Customer Support 98

Customer Support Upselling B2B Sales 98

ChurnZero

JANUARY 25, 2024

Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge. What wider trends are shaping customer success hiring in 2024? What skills will help CSMs and individual contributors stand out in 2024?

Education 52

Education Upselling Consulting Consulting 52

Comm100

MARCH 6, 2024

It also provides an opportunity for upselling and cross-selling products or services. This data can reveal common customer issues, preferences, and trends. Sales By addressing customer queries and concerns in real-time, live chat can positively influence purchasing decisions, leading to increased sales and conversion rates.

Abandon rate 94

Abandon rate Chatbots Upselling Sales 94

TechSee

APRIL 26, 2021

With today’s digital-first mentality, the need for remote support, and enhanced employee engagement, brands are recognizing the need to add ‘eyes’ to their contact center offerings – visual strategies are the hottest trend right now. Live Visual Assistance also sets the stage for agents to drive revenue through upsells.

Contact Center 109

Contact Center Self service Upselling Call Center 109

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Totango

DECEMBER 3, 2020

This continues a trend of high reliance on CS teams in the past few years, and with it has come an evolution in the compensation structures for these team members. CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. .

Upselling 64

Upselling Accountability Enterprise Metrics 64

TeamSupport

APRIL 17, 2024

Advanced customer analytics offer deep insights into your support operations and customer base, identifying trends, areas for improvement, and opportunities for upselling. Advanced Customer Analytics Understanding customer behavior, preferences, and patterns is critical for continuous improvement.

Customer Support 52

Customer Support Analytics Upselling CRM 52

TeamSupport

MARCH 7, 2024

With the right tools, you can track changes in customer satisfaction or upsell opportunities, and perform deep analysis on ticket type and severity, resolution time, and product usage. TeamSupport's customer analytics dashboard also provides actionable data that can help you stay ahead of important trends by mapping KPI thresholds and alerts.

Best practices 52

Best practices Upselling Analytics Customer Support 52

TeamSupport

MARCH 7, 2024

With the right tools, you can track changes in customer satisfaction or upsell opportunities, and perform deep analysis on ticket type and severity, resolution time, and product usage. TeamSupport's customer analytics dashboard also provides actionable data that can help you stay ahead of important trends by mapping KPI thresholds and alerts.

Best practices 52

Best practices Upselling Analytics Customer Support 52

Totango

MAY 17, 2021

Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. A highly engaged customer may be in the market for an upsell offer. By helping decrease churn and increase upsells, product engagement tracking promotes higher revenue. How Do You Measure Product Engagement?

Management 62

Management Upselling Metrics Accountability 62

Ann Michaels and Associates

JULY 14, 2023

Identifying market trends and opportunities: CI helps identify emerging trends, customer preferences, and market gaps, allowing companies to adapt and innovate accordingly. Key benefits of competitive intelligence include: a. This feedback helps companies identify gaps in customer service and make improvements.

Benchmark 52

Benchmark Upselling Wait times Feedback 52

ChurnZero

MARCH 24, 2023

With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. For example, I was at a previous company where we thought we had churn down, and so we pivoted to comping our CSMs on CS-identified upsell. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. For example, I was at a previous company where we thought we had churn down, and so we pivoted to comping our CSMs on CS-identified upsell. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97