ProProfs Blog

SEPTEMBER 28, 2018

Is C-3PO going to be able to upsell a customer on another product/service your company makes because of his positive interactions with them? Increased Sales: Chat not only keeps consumers from abandoning online shopping carts and order forms, but it can also be an upselling and cross-selling tool. Definitely not. Tweet this.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

Quality Contact Solutions

JUNE 12, 2020

By Nathan Teahon, Strategic Account Manager. Quality Contact Solutions has years of high-quality inbound call handling experience , including Inbound Sales, Upselling, Customer Service, and Technical Support. Nathan Teahon is a Strategic Account Manager for Quality Contact Solutions.

outsourcing 89

outsourcing Call Center Telemarketing Inbound sales 89

Fonolo

OCTOBER 4, 2022

In this case, the call would be routed to technical support. A skills-based call routing phone system will take several different factors into account when deciding where to queue a call, including the number that was dialed, the caller’s account details, and selections made by the customer in the IVR.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

Vcaretec

JUNE 6, 2022

Retailers also may have attrition during the season, likely around 15%, and that needs to be accounted for during the interview phase. Customer support representatives need to also have support, in the form of human resources, IT, and care analysts ready to on-board, offer technical support, and monitor your care analytics.

Customer Care 97

Customer Care Technical Support Upselling Analytics 97

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. As customers only buy what they need, they also hold suppliers accountable for higher standards. Upsells is a basic form of account expansion. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. As customers only buy what they need, they also hold suppliers accountable for higher standards. Upsells is a basic form of account expansion. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Finally, because this is a customer-facing tool, we won’t be using it to document internal strategies for engaging and growing a customer account. Executive Sponsor: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

Amity

JULY 25, 2016

Let your Technical Support Specialists handle actual technical issues. Align your Customer Success team with the Sales organization – As you build your Customer Success team understand how you will manage customers based on the account size and level of importance.

Technical Support 59

Technical Support Upselling Accountability SaaS 59

TechSee

MARCH 7, 2019

For every customer episode – paying a bill, getting technical support with activating a device, etc. 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

Amity

MARCH 3, 2014

Let your Technical Support Specialists handle actual technical issues. Align your Customer Success team with the Sales organization – As you build your Customer Success team understand how you will manage customers based on the account size and level of importance.

SaaS 57

SaaS Technical Support Upselling Accountability 57

Global Response

FEBRUARY 13, 2022

Customer service is one of the main goals of an inbound call center, and may take the form of updating account details, initiating returns, listening to (and solving for) customer concerns or feedback, or answering other questions or concerns from current customers. Product or technical support. Inbound sales or upgrades.

Call Center 62

Call Center Telemarketing Technical Support outsourcing 62

ChurnZero

JUNE 26, 2020

Additional fees for license types, implementation, training, and technical support can lead to unintentional price mix-ups and underestimates. Do they support lite or read-only licenses? What is the amount of active accounts we expect to manage in our Customer Success platform? If so, how many do we need? If so, how much?

Technical Support 98

Technical Support Accountability Upselling Sales 98

OctopusTech

MARCH 11, 2022

The inbound customer support team will operate for a complete 24*7 and 365 days and solve all the queries of customers and offer them a great shopping experience. During technical support, operators examine the issues of customers thoroughly and solve their problems patiently.

Call Center 62

Call Center Inbound sales Technical Support Upselling 62

ChurnZero

MARCH 31, 2022

tech ops, AWS, technical support). In some ways, I just delegate this to accounting because it’s a generally accepted accounting principle (GAAP) and, while I’m interested in how they do it, ultimately, you’re just taking it right off the profit and loss (P&L). At the first order, exclude reasons.

SaaS 98

SaaS Metrics Accountability Technical Support 98

SmartAction

OCTOBER 25, 2023

Missed Opportunities: Beyond immediate customer dissatisfaction, the underinvestment in the voice channel meant missed opportunities for upselling, gathering valuable insights and building stronger customer relationships. Subsequently, selecting one option might lead to a submenu with even more choices.

Interactive Voice Response 91

Interactive Voice Response Customer Service Virtual Agent Self service 91

Amity

JULY 18, 2016

Here are a few things to take into consideration when building your CSM team: Look to balance the combined skills of your team around 3 pillars: 1) account management, 2) technical consulting or technical support and 3) project/program management. Ability to look for and enable upsell growth opportunity.

SaaS 66

SaaS Metrics Accountability Technical Support 66

Quality Contact Solutions

DECEMBER 20, 2021

.” The SOC 2 Type 2 certification is an independent audit assessing internal controls involving security, availability, and confidentiality of the data processed on behalf of customers, as defined by the American Institute of Certified Public Accountants (AICPA)? Trust Services Criteria. QCS offers many contact center and telemarketing?services

Call Center 52

Call Center Telemarketing B2C outsourcing 52

Amity

MARCH 19, 2014

Look to balance the combined skills of your team around 3 pillars: 1) account management, 2) technical consulting or technical support and 3) project/program management. – Ability to look for and enable upsell growth opportunity. Account priority & levels segmentation. – Change Agent.

SaaS 54

SaaS Metrics Accountability Technical Support 54

Global Response

JULY 10, 2023

With a mostly young and college-educated workforce, call center agents in the Philippines bring a high level of education and technical literacy to their work, making it easier to staff technical support call lines and other more specialized roles. Cultural Compatibility with Western Countries. Train and staff your call center.

Call Center 62

Call Center outsourcing Technical Support Education 62

NobelBiz

MAY 25, 2023

Increased Revenue Opportunities CDPs can increase revenue opportunities for call centers by providing more accurate and detailed customer profiles, which can help businesses identify new sales and upsell opportunities. In addition to their past performance, inquire about the vendor’s ongoing support services.

call center software 98

call center software Call Center APIs Contact Center 98

Amity

MAY 22, 2016

If you don’t already know, find out what your company uses to capture account or contact information, billing data and support tickets. Outcomes of customer success have a direct impact on sales , marketing, product development and technical support to name a few, not to mention the bottom line.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

Amity

JULY 18, 2016

Here are a few things to take into consideration when building your CSM team: Look to balance the combined skills of your team around 3 pillars: 1) account management, 2) technical consulting or technical support and 3) project/program management. Ability to look for and enable upsell growth opportunity.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Here are a few things to take into consideration when building your CSM team: Look to balance the combined skills of your team around 3 pillars: 1) account management, 2) technical consulting or technical support and 3) project/program management. Ability to look for and enable upsell growth opportunity.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Here are a few things to take into consideration when building your CSM team: Look to balance the combined skills of your team around 3 pillars: 1) account management, 2) technical consulting or technical support and 3) project/program management. Ability to look for and enable upsell growth opportunity.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Here are a few things to take into consideration when building your CSM team: Look to balance the combined skills of your team around 3 pillars: 1) account management, 2) technical consulting or technical support and 3) project/program management. Ability to look for and enable upsell growth opportunity.

SaaS 48

SaaS Metrics Accountability Technical Support 48

JustCall

APRIL 4, 2023

Upselling and cross-selling : Unknown to many, inbound call center agents are also responsible for identifying opportunities to upsell and cross-sell products and services to customers, increasing revenue and promoting customer loyalty. This includes key product details, service offerings, pricing, and other relevant information.

Call Center 52

Call Center call center software Upselling Scripts 52

Call Experts

MAY 20, 2022

A contact center provides 24/7 support for all your customers who have questions or need help with anything from ordering products or services to adding new users to their accounts. Agents can also capture payment information, process orders, and cross-selling and upselling. What is a Contact Center?

Contact Center 98

Contact Center Answering services Call Center outsourcing 98

CustomerSuccessBox

NOVEMBER 2, 2021

This is also the preferred method for high-priority accounts. Complete Account Information : Customer company name, the industry they are in, product-market fit, company size, and contract information. But with how tricky the danger zone is, you will find CSMs grasping at straws during account handovers.

Sales 52

Sales Upselling Engineering Customer retention 52

Amity

JANUARY 30, 2019

A core pillar in most organizations is technical support and it’s important to evaluate what model is best for your organization. Account Management / CS Sales. Do you have cross-sell or upsell opportunities with your product?

Education 61

Education Engineering B2C Technical Support 61

Global Response

MAY 1, 2023

Some services that may be offered by inbound call centers are: customer service and support full-service help desk multilingual support technical support order taking appointment setting customer chat and multichannel support omnichannel support Almost every company who sells a service or a product will need some support for inbound calls.

Call Center 62

Call Center Multichannel virtual call center outsourcing 62

ChurnZero

OCTOBER 20, 2020

The types of services can be one time (for e.g. implementation, training, workshop) or can be ongoing (for e.g. ongoing training program, technical support services). I wanted to share some tips on successfully transitioning from a services-based organization to a core Customer Success offering, with services as an upsell opportunity.

Journey mapping 40

Journey mapping Calibration Upselling Consulting 40

CustomerSuccessBox

JANUARY 18, 2022

Distinguishing accounts based on value and revenue growth allows you to engage them better and keep them satisfied. From this list, you can have your customer success or technical support team create an article that addresses these questions. Amidst this chaos, Wisr’s first step was also segmentation.

Self service 52

Self service Enterprise Analytics Technical Support 52

CSM Practice

JANUARY 1, 2017

Most companies have an on-premise #CustomerSuccess program that typically comes in the form of TAM (Technical Account Management) services. They do in a manner that’s not specifically related to a support case or a bug that needs to be fixed or a renewal contract that’s due. They should upsell seats and service levels.

SaaS 58

SaaS Metrics Best practices Accountability 58

ChurnZero

MARCH 31, 2022

tech ops, AWS, technical support). In some ways, I just delegate this to accounting because it’s a generally accepted accounting principle (GAAP) and, while I’m interested in how they do it, ultimately, you’re just taking it right off the profit and loss (P&L). At the first order, exclude reasons.

SaaS 52

SaaS Metrics Accountability Technical Support 52

ROI CX Solutions

DECEMBER 3, 2024

As an award-winning professional contact center for over 16 years, ROI CX has helped multiple Fortune 500 companies provide world-class customer support. From telemarketing to order completion to live chat and technical support, ROI CX covers all facets of customer care.

outsourcing 52

outsourcing Customer Support Telemarketing Technical Support 52

Amity

JULY 28, 2014

If you don’t already know, find out what your company uses to capture account or contact information, billing data and support tickets. Outcomes of customer success have a direct impact on sales, marketing, product development and technical support to name a few, not to mention the bottom line. You don’t have a process.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS B2B 48

Balto

JANUARY 30, 2025

Their extensive knowledge base and 24/7 technical support further bolster user confidence. Support: Krisp provides an extensive knowledge base and email support. Enterprise users benefit from priority support and dedicated account management for seamless onboarding. out of 5 on G2. 5 on G2 and Capterra.

call center software 52

call center software Call Center Multichannel Coaching 52