ShepHyken

MARCH 5, 2021

This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. He shares five customer-related applications worthy of taking your eCommerce customer service to the next level. This directly enhances the overall customer experience of the store. trillion dollars in 2019. DelightChat.

Customer Experience 254

Customer Experience SaaS Sales Marketing 254

ShepHyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. Today it’s expected.

Customer Service 140

Customer Service B2C B2B SaaS 140

Totango

AUGUST 3, 2021

A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. Here we’ll help you steer clear of the most frequent pitfalls SaaS companies encounter when deploying a freemium sales model. Limiting customer support.

SaaS 118

SaaS Best practices Sales Marketing 118

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

ProProfs Blog

OCTOBER 25, 2017

The quality of customer support not only plays a big role in the profitability of a company but also determines the number of loyal customers. As recent reports suggest, 55% of customers are willing to pay more for a better experience. Website Based Customer Support. Tool Based Customer Support.

Customer Support 150

Customer Support call center software Analytics Call Center 150

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. How SaaS Enterprises Can Streamline New User Onboarding. Proactively Optimizing SaaS Onboarding.

SaaS 127

SaaS Healthcare Customer retention Enterprise 127

ShepHyken

DECEMBER 6, 2019

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. Unfamiliar with the concept of waiting, customers want their problems solved now with minimum effort from their side.

Customer Support 136

Customer Support Personalization SaaS Analytics 136

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

SaaS 117

SaaS Journey mapping Upselling Best practices 117

ShepHyken

SEPTEMBER 1, 2017

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. As soon as a customer accesses the contextual Q&A space, one of the top popular questions is probably the question they have.

Self service 215

Self service B2B SaaS Enterprise 215

ShepHyken

NOVEMBER 13, 2020

This week we feature an article from Su Kaygun Sayran , a content writer for JotForm. He writes about what specifically makes feedback effective in helping you improve your customer service. In order for feedback to be effective, it should help businesses improve their services and overall customer experience. Yes and no.

Feedback 264

Feedback Customer Experience Surveys Construction 264

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

Customer Service 271

Customer Service B2B Customer centricity SaaS 271

ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. So, the question that arises is: How to reduce churn and improve retention with SaaS customer service?

SaaS 83

SaaS Customer Service Best practices Customer Support 83

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 170

Customer Experience Scripts Self service outsourcing 170

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 88

B2B SaaS Education Brand ambassadors 88

ShepHyken

JUNE 10, 2016

Benny Tjia is co-founder and CEO of Bornevia , SaaS product for better and more responsive customer support. He likes writing about startups, growth, and customer experience. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. He was educated and worked in the US.

Best practices 204

Best practices Customer Service SaaS Education 204

Kayako

DECEMBER 30, 2024

In the competitive landscape of Software as a Service (SaaS), AI customer experience has become a game-changer. Customer experience (CX) is now a critical differentiator, with 64% of consumers considering it more significant than price. This is due to: Lack of Personalization: Customers today expect tailored experiences.

SaaS 62

SaaS Customer Experience Chatbots Feedback 62

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. He writes about how AI technologies support customer satisfaction and employee well-being. He is an expert in marketing technology and SaaS.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

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

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

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 127

APIs Metrics Best practices Construction 127

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. Sarah brilliantly navigates the support process of how to handle a customer query.

Customer Support 45

Customer Support Self service Multi-channel support SaaS 45

JustCall

OCTOBER 6, 2022

?SaaS companies are in a race for growth. That’s why we see many SaaS businesses starting their business with just the right features: enough to make the product useful, but not too much – so they don’t scare away early adopters. Every company wants a great customer experience SaaS. Wrapping Up.

SaaS 52

SaaS Customer Support Enterprise Analytics 52

Kayako

FEBRUARY 16, 2017

Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. You want your knowledge base to be easily searchable, so your customers can find answers quickly.

SaaS 110

SaaS Self service Best practices Customer Support 110

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

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 122

B2B Journey mapping SaaS Upselling 122

Nicereply

SEPTEMBER 9, 2019

If a problem arises, the mall-goer would benefit from support being available directly through their smart home, phone, or the mall tablet. 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?

Customer Support 65

Customer Support SaaS Customer effort Customer centricity 65

Totango

MAY 27, 2022

Product-led growth (PLG) has emerged as one of the best strategies for selling SaaS software. SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth. Why Are SaaS Businesses Opting for Product-led Growth Strategies?

SaaS 126

SaaS Customer retention Sales Marketing 126

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Nicereply

MARCH 23, 2021

Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast. Subscribe to his blog for great knowledge about elevating your customer service strategy. Founder of CoSupport.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

CSM Magazine

JANUARY 22, 2024

To address these challenges, many businesses rely on software as a service (SaaS) platforms that offer customer service solutions, such as chatbots, ticketing systems, live chat, knowledge bases, feedback tools, and more. According to a report by Grand View Research , the global SaaS customer service market size was valued at USD 261.15

SaaS 52

SaaS Customer Service Virtual Agent Chatbots 52

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. Make resources easy to access via your website, app, or customer portal.

Education 52

Education Upselling SaaS Self service 52

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

CSM Magazine

APRIL 13, 2021

If you want your SaaS startup to grow, you need to understand data and have solid marketing knowledge, all with the purpose of making your software more attractive to your target customers. In this article, we’re offering a list of all the components you need in order to scale your SaaS startup. Leverage Social Media.

SaaS 52

SaaS B2B Self service Analytics 52

aircall

NOVEMBER 4, 2016

This article will explore the various beneficial effects that computer-telephone integration can have on your call center installation, and on your customer experience. Helping your own customers succeed benefits your business, so your provider must display similar investment. Look for integration support. Lowered costs.

Customer Support 83

Customer Support Interactive Voice Response Call Center Automatic Callback 83

CSM Magazine

MARCH 31, 2023

That’s why many customer-centric companies are turning to automation, using SaaS (Software as a Service) tools and processes to give their customer service teams a leg up. In this article, we’ll closely examine the benefits of customer service workflow automation and how SaaS tools can help make it happen.

SaaS 52

SaaS Customer Service Coaching CRM 52

Outsource Consultants

MARCH 18, 2025

This article dives into key market trends (including cost benefits and regional considerations), real-world success stories of outsourcing, the impact of AI-driven disruptions in call centers, and how to balance automation with human agents for superior customer interactions. What industries benefit most from call center outsourcing?

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

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