TeleDirect

JANUARY 9, 2019

Yearly fiscal targets rarely go as planned, but there are a few things you can do for 2019 to meet and exceed your business goals. With custom-tailored solutions for a variety of business sectors and industries , TeleDirect offers a comprehensive platform to achieve your business goals for 2019 and beyond. Telesales & upsells.

Call Center 66

Call Center Business Process Outsourcing outsourcing Upselling 66

Totango

MARCH 21, 2019

Success in these areas leads to a more successful renewal and upsell phase. Increase upsell opportunities. Increase Upsell Opportunities. The increased importance of the customer success team in generating lifetime value for the company leads to a natural progression toward recognizing and acting on upsell opportunities.

Enterprise 89

Enterprise Upselling Education Accountability 89

ClientSuccess

DECEMBER 4, 2018

What better time than now to take a minute to review what worked from the past year, determine where changes could be implemented, and lay out some strategic goals for 2019? In order to truly set your team up for success in 2019 and beyond, here is a quick list of the top 5 things to do as a leader in the month of December.

Upselling 63

Upselling SaaS Accountability Metrics 63

CCNG

OCTOBER 19, 2022

Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Acquia, 2019) 78.5% Acquia, 2019) 78% of people believe brands can do more to deliver happiness to their customers and 91% said they preferred brands to be funny; this number increased among Gen Z (94%) and Millennials (94%).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

MARCH 5, 2023

Loyalty programs, incentives for larger orders, cross-sells, upsells, and more are included. My Comment: Do you want to increase your Customer Lifetime Value? That’s a rhetorical question. Who doesn’t? This excellent article has ten ways in which to do so. My Comment: It’s simple… Customers want a better experience.

Customer Service 26

Customer Service Metrics Upselling Healthcare 26

Win the Customer

JANUARY 20, 2020

2018 saw the eCommerce industry grow by over 25 percent with 2019 showing no signs of a slowdown for the industry. This also results in building more opportunities for upselling and cross-selling. The eCommerce boom has resulted in lots of competition. Businesses need to rise to the challenge to stay relevant.

Chatbots 159

Chatbots Feedback Surveys Sales 159

ChurnZero

JANUARY 20, 2021

It scaled so well that the Belgian-based business was acquired by HubSpot for an undisclosed amount in 2019. This is called upselling. Slack’s users see an upsell message once they’ve reached the 10,000-message limit, which makes sense. . It’s about offering the right upsell at the right time.

SaaS 98

SaaS Upselling B2B Metrics 98

TeamSupport

MARCH 3, 2021

Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. Most customer support interactions today are reactive, but proactive support is on the rise. Yet only 28% of companies have proactive engagement efforts in place. Learn more at TeamSuccess.com.

B2B 98

B2B Upselling Customer retention Customer Support 98

TechSee

JULY 31, 2019

billion in 2019 to USD 17.4 Computer Vision can be a force multiplier in retail, providing valuable insights into customer behavior and aiding both upselling and cross selling. The market is expected to grow from USD 10.9 billion by 2024, representing a CAGR of 7.8%. Origins of Computer Vision.

Automotive 149

Automotive Healthcare Self service Transportation 149

Squelch

JULY 30, 2019

July 30, 2019 – Squelch, Inc. , the provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, announced today that it has been named a finalist in the 2019 SaaS Awards in the category of Best SaaS Newcomer. REDWOOD CITY, Calif.

SaaS 40

SaaS Upselling Enterprise Customer Support 40

Totango

MAY 30, 2019

Totango was also selected as a finalist for the 2019 SIIA CODiE awards. Totango Spark was named a finalist in the “Best Customer Success Management Solution” category which recognizes the best solution for managing customer development, upselling opportunities, improving retention rates and reducing churn.

Technology 13

Technology Education Enterprise Upselling 13

Squelch

OCTOBER 25, 2019

The Squelch team recently traveled to Las Vegas where it co-sponsored the three-day Technology & Services World (TSW) 2019 conference and expo. TSW 2019 took place on October 21-23 at ARIA Resort & Casino on the famous Vegas strip. The post Highlights from TSW Las Vegas 2019 appeared first on Squelch.

Chief Customer Officer 40

Chief Customer Officer Entertainment Government Upselling 40

ProProfs Blog

MAY 9, 2019

ProProfs Chat Receives Great User Experience & Rising Star Award of 2019 >> #3. To add a personalized touch, you can assign members from your support team to handle a particular difficulty and while it is being resolved, you can upsell or cross-sell your services or products. Skyrocket your online sales.

Enterprise 125

Enterprise Upselling Sales Customer Support 125

VHT

OCTOBER 18, 2018

They can also access customer history, account information and product lists to personalize service or offer upsells. The post A Contact Center Expert’s Guide to Improving CX in 2019 appeared first on VHT. A KMS working in contact with data analytics will pop other useful information to agents as they talk with customers.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Totango

FEBRUARY 15, 2019

Close to 100%, it reflects full adoption and upsell opportunity. This measure represents user retention, how sticky is the product for daily/weekly use? MAU over Seats – This represents license utilization. MAU over Licensed Seats – represents usage against license.

SaaS 72

SaaS B2C B2B Metrics 72

Infinity

NOVEMBER 14, 2018

To get you started, we’ve created a 4 point guide to making your insurance brand stand out in 2019. A customer can tailor their package to be the best fit and also enable your employees increased chance to upsell new products. But how do you become a shepherd in a field of sheep? The apple of your insurance eye. Food shopping?

Marketing 45

Marketing Automotive Upselling Banking 45

Fonolo

FEBRUARY 14, 2019

It’s important to monitor agents who see an increase in calls to management, missed upselling opportunities, and customer complaints, as these agents may be exhibiting signs of burnout. The Top Contact Center Trends to Watch in 2019. Absenteeism and Adherence to Schedule. Become a contact center super hero in record time!

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

TeamSupport

JANUARY 10, 2020

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. The new year is here and with it comes our annual list of key customer service trends!

Customer Service 80

Customer Service B2B Upselling Self service 80

Transparent BPO

JUNE 19, 2019

In its 2019 Customer Expectations Report , customer service software company Gladly revealed three new trends that are having great effect: consumers care more about the experience than the channel, they want companies to know them and provide personalized service, and they prefer quality in customer service over price.

outsourcing 95

outsourcing Call Center Contact Center Customer retention 95

ChurnZero

NOVEMBER 22, 2019

Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization? How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business. I hope you can join us in October 2020. You Mon CEO, ChurnZero.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

Comm100

NOVEMBER 2, 2020

It can help answer questions to simplify the onboarding process, get acquainted with your platform – and offer upsells and cross-sells when a customer is most likely to convert. . They can reach out and offer an upsell or a cross-sell. In March 2019, the Tangerine team received 500 live chat requests. And in December 2019?

Chatbots 72

Chatbots Customer Service Banking Healthcare 72

Eptica

AUGUST 21, 2019

Date: Wednesday, August 21, 2019 Author: Steve Nattress - International Solutions Director Why it is time to check your chat solution is meeting customer needs. Published on: August 21, 2019. For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites.

Advertising 66

Advertising Best practices Upselling Analytics 66

Totango

DECEMBER 3, 2020

As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. . CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. .

Upselling 65

Upselling Accountability Enterprise Metrics 65

ChurnZero

MAY 31, 2019

How to Keep the Revenue Your Company Worked So Hard to Earn Wednesday, June 19, 2019 2:00 – 3:00 PM EDT. Customer Success and Upsells: How to Make the Most of Opportunities – Take a look at how you can generate upsell opportunities and encourage continued expansion. Upcoming Webinar.

Upselling 75

Upselling Customer retention Accountability Metrics 75

ChurnZero

OCTOBER 11, 2019

If you decide you want to hit 98% renewed revenue and a certain revenue amount in upsells, commit to doing the necessary activities to reach that number. Put Forward Upsell Opportunities. Instead of just trying to sell all of your new or available products at once, make your upsell/cross-sell proposals relevant to them and their needs.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

8x8

DECEMBER 3, 2018

Improved customer experience, both during and outside of the holiday rush, has resulted in an increase in upsells by contact center agents, and higher customer satisfaction in general. 8x8 will be attending these in 2019: Enterprise Connect 2019. ICMI ccExpo 2019. Customer Contact Week 2019.

Customer Service 54

Customer Service Abandon rate Contact Center First call resolution 54

TechSee

MARCH 7, 2019

In fact, Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. These VEA would enable agents to identify and resolve issues more quickly, while allowing them to engage on a more personal basis with the customer, with obvious benefits in terms of loyalty and upsells.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Answer Dash

JANUARY 21, 2019

They may occasionally send out a newsletter or collaborate with sales on an upsell campaign, but for the most part, it’s off to the races to find the next John. Additional value can come from supplemental revenue through upsells and cross-sells. In fact, 2019 will be the year of AI in marketing. Not so fast! Want to dive deeper?

Advertising 65

Advertising Upselling B2B Metrics 65

ProProfs Blog

NOVEMBER 29, 2019

You can identify upsell and cross-sell opportunities when using a live chat on your website. Live chat has helped to increase travel and hospitality company’s revenue by $16 million, 2019. Live chat has helped an insurance company save $1 million in 90 days from call deflection, 2019. Source: ICMI ) Tweet this.

Wait times 135

Wait times Customer Support Transportation Sales 135

CustomerSuccessBox

JULY 2, 2021

Additionally customer retention they may also be responsible for driving customer onboarding, upsells. . Customer success managers was identified as the top most promising career by LinkedIn in 2019 and 2020. How are customer success managers measured? Most common KPIs for customer success managers is renewals. appeared first on.

Management 52

Management Customer retention Upselling Accountability 52

Kayako

APRIL 1, 2022

EMarketer projections include double-digit eCommerce sales growth in the US, from 11% of total retail sales in 2019 to 23.6% Personalization provides the “human touch” that helps reach conversion goals such as sales and upselling, higher engagement, customer retention, brand loyalty, and increased customer satisfaction. in 2025 at $1.65

Sales 90

Sales Upselling Personalization Chatbots 90

ClientSuccess

SEPTEMBER 27, 2018

This will ensure that if (or when) there are issues, upsell conversations, or any signs of confusion down the road that you can bring in other voices into the conversation. If this trend holds out, 2019 is sure to be even more game-changing for the customer success industry. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

SaaS 74

SaaS Finance Metrics Upselling 74

ChurnZero

MARCH 22, 2019

So, the initial sale is very small, and all the sale is upsell. Now, if you are selling something like an ERP system, which is a huge decision and will change the whole company, there might not really be much to upsell, since the initial sale is so big. On net retention, it can be infinite with price increases, upsells and expansion.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Balto

OCTOBER 2, 2022

We asked respondents which of the following activities their agents engage in on the phones: Upselling to customers (encouraging them to purchase a higher-end product) Cross-selling to customers (encouraging them to purchase related items) Asking for online reviews Gathering customer information for marketing purposes (ex. 2019, August 21).

Contact Center 52

Contact Center Upselling Sales Surveys 52

Totango

OCTOBER 29, 2019

In 2019, most managers handled between 15 to 50 accounts. A majority of organizations that have CS teams now offer bonus compensation on top of salary , such as commissions on upsells, renewals, or other bonuses. And the best CS teams main priorities include : Product adoption. Onboarding. Customer advocacy. Customer support.

Upselling 61

Upselling Customer advocacy Feedback Accountability 61

Serenova

AUGUST 11, 2020

A 2019 study found estimated it costs $5,000 – $7,000 to hire and train a new agent. They’re responsible for taking customer support calls, supporting outbound campaigns, staying up to date on the company’s offerings and cross-selling/upselling. However, there are a few core tenants of their job that remain consistent.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

ChurnZero

MAY 3, 2019

A lot of upselling and cross-selling opportunities! The Case for Billable Customer Success Wednesday, May 15, 2019 2:00 – 3:00 PM EDT. By the way, your customers are most likely to follow the Pareto Principle which states that about 80% of your revenues come from 20% of your customers. An obvious benefit of this knowledge?

Customer retention 75

Customer retention CRM Upselling Sales 75