CSM Magazine

JANUARY 28, 2025

Onboarding Training Welcome new customers with informative guides, video tutorials , and walk-throughs to help them get started smoothly. Reduces Customer Support Costs Customer education equips people to solve their problems without requiring assistance.

Education 52

Education Upselling SaaS Self service 52

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. When you deploy a chatbot, you can offer customer service after regular business hours – anytime that’s convenient for your customers. . AI Chatbots for Customer Service.

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

Callminer

FEBRUARY 23, 2021

. “Your customers are ‘digital natives’ and are becoming more and more concerned with data privacy issues. ” – Keti Limani, Customer Service trends 2021 , Surveypal; Twitter: @Surveypal. Also, agents with insight into how customers have interacted with sales teams have increased upsell and cross-selling opportunities.”

Call Center 376

Call Center Technology Banking Contact Center 376

ProProfs Blog

DECEMBER 4, 2020

But lately, both customer service and marketing are working in unison, helping brands capture attention, generate more business and guide customers simultaneously. A great example of this is how Netflix is combining customer service and product promotions with its social accounts. Netflix and chill? No, really.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

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

TeamSupport

MAY 1, 2020

So, how can businesses make the most of video technology to improve their customer support and operations? Here are four ways: 1) Save time by showing solutions instead of telling – Support interactions have traditionally happened on two channels in the past: email and phone.

Customer Support 71

Customer Support Technology Upselling Sales 71

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” He also sits on the board of Directors for CSPN.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

JustCall

FEBRUARY 28, 2020

Or, Are you looking for an Account Manager job description that can take you through your interview? Well, whether you yourself are going to take up the role of an Account Manager or you are looking out for hiring one. This blog post will give you a complete idea of an Account Manager job description.

Accountability 52

Accountability Management Finance Upselling 52

TeamSupport

MAY 19, 2020

The first type thinks B2B customer support is a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have. The second type thinks B2B customer support is a profit center.

B2B 64

B2B Customer Support Upselling Wait times 64

ShepHyken

DECEMBER 7, 2023

This is noteworthy because energy costs can account for 5-20% of a call center’s operating expenses. Environmental Protection Agency notes that the transportation sector accounts for about 29% of total U.S. Instead of just pushing new products, they encourage customers to repair their existing clothing.

Call Center 163

Call Center Transportation Upselling Education 163

Totango

JULY 19, 2021

It may be wise to look for applicants coming from diverse backgrounds, such as those with customer relations, sales or other service-orientated backgrounds. Be sure you look for the skills and qualities that will allow a customer success manager (CSM) to truly connect with customers. Customer advocacy. Customer support.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

Totango

NOVEMBER 23, 2021

These issues can be addressed by using a CS platform that collects data from all stages of your customer journey and displays them through user-friendly dashboards and reports. You Can’t Evaluate Customer Health. How can you tell if your customers are satisfied or dissatisfied? A solution to this issue is customer health score.

Upselling 98

Upselling CRM Revenue potential Feedback 98

Vcaretec

JUNE 6, 2022

At Vcare, we help clients get more out of their customer care channels, especially during the holidays. Let’s take a look at some of the key customer care channels and provide some tips for maximizing your customer experience during the most critical time of the year.

Customer Care 96

Customer Care Upselling Accountability Education 96

TeamSupport

AUGUST 9, 2019

You’ve got a product or service people love, and you’re getting new customers all the time. Five customer support agents may no longer be enough, and it’s time to expand the team to double digits to meet the demand of tickets and phone calls. We hope you found this blueprint to scale your customer support operations helpful!

Customer Support 56

Customer Support Self service Upselling Technology 56

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. Your team is one of the most important teams in your business because you have a direct line to customers, their concerns, and their insights.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. These actions showed us that there was an appetite for even more customer-centric services.

Sales 111

Sales Customer Experience Upselling Self service 111

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

B2B 98

B2B Upselling Customer retention Customer Support 98

Totango

MAY 7, 2024

By our math, that means nine out of 10 revenue-accountable leaders need a hand getting on the same page as their fellow go-to-market (GTM) counterparts. If Sales over-promises what the customer can achieve with your product, then CS has been set up to fail when it comes to onboarding. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

ProProfs Blog

SEPTEMBER 28, 2018

Or is it the lack of a medium that helps you keep your customers and site visitors engaged with the brand that ultimately leads to a delightful experience? You lack a medium that helps you provide 24/7, instant customer support that builds a delightful customer experience journey. Definitely not. Tweet this. Tweet this.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

CustomerSuccessBox

APRIL 11, 2019

Customer Success and Sales are different individuals, different roles, different KPIs and deliver different values. Sales delivers customer acquisition vs. Customer Success delivers product adoption + retention + upsell. The overlaps happen only when they communicate during handoffs and upsells.

Upselling 80

Upselling SaaS CRM Customer advocacy 80

Totango

DECEMBER 20, 2023

All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. Excellent customer support : Users appreciate the responsive customer service, including the attentive sales team and supportive helpdesk.

Customer centricity 115

Customer centricity Enterprise Benchmark Upselling 115

ProProfs Blog

MAY 9, 2019

Take those things into account so that you can minimize the gap between your offerings and their expectations. #2. For a business, this translates to the fact that the customer reps can handle more customer difficulties while reducing the struggle to understand their exact needs and pain points. So, speak to them!

Enterprise 125

Enterprise Upselling Sales Customer Support 125

CustomerSuccessBox

JUNE 5, 2019

A SaaS customer goes through acquisition, onboarding, retention, and upsell. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell. Billing : With a billing system, you get to know an account is in poor health via a cancellation request or a card removal or overdue invoice(s).

Best practices 89

Best practices SaaS Accountability B2B 89

Totango

SEPTEMBER 15, 2022

Visualizing your ideal customer profile in terms of quantifiable metrics. Forecasting at-risk revenue and at-risk customers. Identifying opportunities for upsells and referrals. These benefits make customer success dashboards essential for implementing any effective CS strategy. Customer health score.

Metrics 99

Metrics Upselling SaaS Accountability 99

Beyond Philosophy

APRIL 14, 2022

McDermott says this breaks down into a supply-side problem with customer support and a demand-side problem, which customers expect. The customer’s situation would have been resolved automatically by a feature at a higher plan level. Let that upsell be someone else’s job. What he said was fascinating.

Contact Center 195

Contact Center Upselling Education Engineering 195

CSM Magazine

MARCH 27, 2020

It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. Bad customer support is harder to spot, but it runs deeper than a quick social media fire that needs extinguishing. What is Customer Support?

Customer Support 52

Customer Support Self service Upselling Feedback 52

Nicereply

NOVEMBER 19, 2020

Customer Success is a concept that isn’t well defined. Some leaders see it as a sales function focused on renewals and upsells. And some companies see it as account management, ensuring the customers’ business inquiries post-sale are handled with care.

Upselling 98

Upselling Accountability Sales Management 98

ProProfs Blog

DECEMBER 11, 2020

Having said that, these aren’t the only benefits a business can gain from metrics for customer satisfaction. These can also help you in: Preventing customer churn. Improving customer engagement. Gaining better profits by recommending the right products during an upsell opportunity. Understand Why they Decided to Leave.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

ChurnZero

AUGUST 14, 2020

They focus on opportunity management – like the manual activities that typically exist within accounts. If you think a CRM is suitable for post-sale customer management, you’re wrong and here’s why.). What are the benefits of integrating with Customer Success software? as well as custom fields and parent-child relationships.

CRM 87

CRM Finance Upselling Accountability 87

TeamSupport

JUNE 29, 2023

When your customers are happy , they tend to pay more money for your products and services, creating a sense of loyalty. Your most loyal customers are those who are most familiar with your brand. It involves a 3-step process that ensures you know your customer, support them in effective ways, and grow with them.

Upselling 97

Upselling Metrics Chatbots Customer Support 97

Kayako

MARCH 7, 2019

When was the last time you contacted customer support of an online business? If you’ve had a customer support interaction recently, did you speak with a real person or a chatbot? But just how effective are these AI-powered assistants at helping online businesses resolve more customer support requests?

Chatbots 50

Chatbots Customer Support Upselling Scripts 50

ROI CX Solutions

DECEMBER 3, 2024

Many companies outsource some or all aspects of customer support to concentrate on their core business operations without shortchanging their customers. If youre ready to turn your customer experience into a competitive advantage, this article will cover the top 12 customer service outsourcing services.

outsourcing 52

outsourcing Customer Support Telemarketing Technical Support 52

Blueship Call Center

JANUARY 27, 2025

Unlike outbound call centers, which focus on making calls to customers, inbound centers are dedicated to addressing customer needs and ensuring their satisfaction. Key services provided by inbound call centers include: Customer Support : Resolving customer queries and providing assistance.

Call Center 40

Call Center Customer Experience Brand ambassadors Technical Support 40

Inbenta

JULY 29, 2021

These situations call for superior airline customer service. Quality of attention needs to be higher than ever, but at the same time scalable enough to make it manageable with the uptick in customer support requests. . Achieving top-notch airline support with chatbots. Upgrades or upselling management.

Airlines 88

Airlines Chatbots Upselling Self service 88

Totango

JULY 18, 2018

Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.

Customer Support 57

Customer Support B2C Customer retention Upselling 57

Totango

AUGUST 23, 2022

Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions. Making upsell offers. Customer support events.

B2B 122

B2B Journey mapping SaaS Upselling 122

Joe Rawlinson

MAY 29, 2019

Email marketing can account for as much as 23% of your sales and provides the best ROI, but many online sellers focus on generating more traffic to their site, which doesn’t produce nearly the same results. Use Upselling & Cross-Selling. e-commerce market is its ability to cross-sell and upsell to its customers.

Sales 102

Sales Upselling Marketing Customer Support 102