Nicereply

MARCH 10, 2021

Outsourcing customer support is an effective way to manage your customer service system, but it can be a double-edged sword. Customer support is the backbone of a lasting relationship between you and your customers (current and potential). Your brand can flourish or perish by your customer support system.

outsourcing 98

outsourcing Customer Support Automotive B2C 98

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

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? Customer success.

SaaS 71

SaaS CRM Advertising Analytics 71

AWS Machine Learning

FEBRUARY 10, 2025

Its software-as-a-service (SaaS) solution empowers leading banks and lenders with deep customer insights and AI-driven decision-making capabilities. Gordon Campbell, Co-Founder & Chief Customer Officer at RDC RDC envisions generative AI playing a significant role in boosting the productivity of the banking and credit industry.

Chief Customer Officer 87

Chief Customer Officer Banking SaaS Engineering 87

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months. Navsher Puar , Support Team Lead.

Customer Support 56

Customer Support Self service Consulting Consulting 56

ShepHyken

JUNE 10, 2016

These include accountability, honesty, integrity and respect for others. For example, at many hotels I’ve been in, customers are given what is promised and at the promised price. In my opinion, focusing on these ethics-based service is exactly what compels the customers to keep coming back. He was educated and worked in the US.

Best practices 204

Best practices Customer Service SaaS Education 204

CSM Magazine

JANUARY 28, 2025

Onboarding Training Welcome new customers with informative guides, video tutorials , and walk-throughs to help them get started smoothly. For example, a SaaS company might offer an in-app tutorial detailing their platform’s key features. Being seen as a source of knowledge positions you as a thought leader that customers rely on.

Education 52

Education Upselling SaaS Self service 52

CustomerSuccessBox

JANUARY 24, 2019

Customer Success is a new phenomenon and so, several companies club it with customer support. They feel that customer success is an extension to customer support. All the functions post sales have gained importance in the subscription economy as now the power is in the hands of the customers.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. The base only plan focuses on Customer Success Manager on reactive responsibilities, such as customer support and training.

Best practices 126

Best practices Management SaaS Metrics 126

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. 2. Base + BonusPlan.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

Amity

AUGUST 20, 2017

Software as a Service or SaaS is a different beast compared to other technology products or services. Unlike any other service, there is an always-on connection between the providers and the customers. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. How do you do it?

SaaS 63

SaaS Sales Enterprise Feedback 63

CustomerSuccessBox

JULY 2, 2019

Several studies have shown that successful customer onboarding is one of the most crucial pieces to make a customer renew their contracts in future. Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow.

SaaS 66

SaaS B2B Education Metrics 66

TeleDirect

FEBRUARY 3, 2025

24/7 Customer Support In an era where customer expectations are higher than ever, businesses must provide round-the-clock support to stay competitive. The best inbound call centers offer 24/7 availability , ensuring: Customers can get help at any time of day or night. A: Absolutely.

outsourcing 62

outsourcing Call Center Healthcare CRM 62

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Making upsell offers.

B2B 122

B2B Journey mapping SaaS Upselling 122

ProProfs Blog

APRIL 17, 2020

Keeping that in mind, we’ve decided to help you learn the different metrics that would allow you to create effective strategies that not only gives you an edge in the market but also retain your existing customers. In this thorough guide, you’ll come across: Different SaaS customer success metrics. 1: Customer Churn Rate. #2:

Metrics 142

Metrics Customer retention SaaS Surveys 142

Outsource Consultants

MARCH 18, 2025

A study by ContactBabel found that these hidden costs can account for up to 15% of the total outsourcing expense in the first year. Call center outsourcing can be an effective way to cut costs and improve customer service when done right. Setup fees, technology integration charges, and training costs can add up quickly.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

ChurnZero

DECEMBER 1, 2023

The essential handbook for building the modern customer success program Are you ready to elevate your SaaS business with a robust customer success program? Dive into “the ultimate guide to customer success in SaaS” and gain the insights and strategies you need to create a high-performing customer success team.

SaaS 52

SaaS Customer advocacy Journey mapping Customer centricity 52

CustomerSuccessBox

NOVEMBER 9, 2021

The main difference between traditional businesses and SaaS businesses: the cost of growth. Customers pay for the licenses before using them. The SaaS Business Model. SaaS vendors do not play on the same court. Their customers don’t buy a license once and for all. Why SaaS Business Model works?

SaaS 52

SaaS Customer retention Metrics Benchmark 52

aircall

NOVEMBER 4, 2016

Your log keeps a detailed account of every call, and you can cross-reference that information with other integrated services. This way, when they reach you, the customer’s information and call history will appear to the agent. Likewise, an account of the call will be stored in the customer’s CRM file, for your team’s future reference.

Customer Support 83

Customer Support Interactive Voice Response Call Center Automatic Callback 83

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Online brand advocacy.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Nicereply

SEPTEMBER 9, 2019

In this article, let’s re-imagine how you present your support channels to create a low-effort, highly-personalized experiences without context switching. Where are your customers? If you offer a mobile app and a SaaS platform, the answers are different than if you produce a retail product or an IoT device. Use your data.

Customer Support 65

Customer Support SaaS Customer effort Customer centricity 65

TeamSupport

JULY 27, 2020

And you want to break down the silos between support, sales, and product development and improve collaborations between these departments. This blog series will give you a good starting point to understand the basic differences between the two as it relates to B2B customer support. Customization.

B2B 64

B2B Customer Support SaaS Accountability 64

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

SaaS 99

SaaS Journey mapping Best practices Customer advocacy 99

Netomi

NOVEMBER 14, 2022

In today’s digital-first world, and an era of remote and hybrid workplaces, the number of SaaS solutions used by companies on a daily basis is overwhelming – in 2021, organizations worldwide were using an average of 110 SaaS apps! How AI helps SaaS companies connect with customers in the moments that matter most.

SaaS 52

SaaS Multichannel Upselling Education 52

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals. Why calculate customer health score? First, let’s answer the question, what does a typical customer journey in the subscription economy look like?

Best practices 89

Best practices SaaS Accountability B2B 89

ProProfs Blog

AUGUST 19, 2020

You must have come across a business that offers lightning-fast responses on chat support but takes weeks to reply to requests over email. This is exactly what inconsistency in customer support looks like. Your support professionals can always look up to those guidelines and fulfill customer expectations.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. It is because as they kept acquiring new customers, they overlooked the existing ones! As a result, customers churned and the firm couldn’t do anything about it. If not, start focusing on customer retention. Yet, success remained elusive.

SaaS 52

SaaS Customer retention Metrics B2B 52

Amity

AUGUST 20, 2017

Software as a Service or SaaS is a different beast compared to other technology products or services. Unlike any other service, there is an always-on connection between the providers and the customers. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. How do you do it?

SaaS 51

SaaS Sales Enterprise Feedback 51

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. Stage in the customer lifecycle journey — how recently did they sign up for a subscription? Connect With Your Customers Using Strong Talk.

Customer retention 52

Customer retention SaaS Education Feedback 52

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Image by Retently.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C SaaS 114

LiveChat

NOVEMBER 13, 2018

To better understand their role, let’s recall what Customer Success Management is in general. Customer success is when customers achieve their Desired Outcome through their interactions with your company. It’s knowing customers’ business needs and stepping into their shoes to increase recurring revenue and reducing churn.

SaaS 54

SaaS Management Feedback Customer Support 54

Callminer

AUGUST 1, 2017

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). Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. Bill Dettering.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CustomerSuccessBox

APRIL 11, 2019

A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. So this got me thinking about what should be the Customer Success Tech Maturity Model. Level 2: Customer Support + CRM + Excel.

Upselling 80

Upselling SaaS CRM Customer advocacy 80

LiveChat

SEPTEMBER 19, 2018

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a successful customer support team.

SaaS 106

SaaS Management CRM Sales 106

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Going into support is now considered a valid career choice. The Five Elements of a Perfect SaaS Support System , by Emeric Ernoult. Brian X.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

AWS Machine Learning

APRIL 10, 2025

Common use cases for each approach RAG is optimal for use cases requiring dynamic or frequently updated data (such as customer support FAQs and ecommerce catalogs), domain-specific insights (such as legal or medical Q&A), scalable solutions for broad applications (such as software as a service (SaaS) platforms), multimodal data retrieval (such (..)

APIs 102

APIs Metrics Best practices Construction 102