Nicereply

JUNE 21, 2021

However, in a customer service context, guessing is bad. Early in my technical support career, a customer asked me about an unusual upgrade path. As a leader, coaching people to speak up and then acting on what they say will give them confidence in their skills to help your customers thrive.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

Calabrio

OCTOBER 15, 2019

Using Calabrio Analytics and Sentiment Analysis, Radial identified phrases for and tuned two customer advocacy categories: “advocacy” and “powerless to help.” Runner Up – Bluegrass Cellular.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

Education Services Group

MAY 13, 2020

Today, almost 20% of CSMs come from sales versus 24% from professional services and 19% from technical support, according to the 2017 Customer Success Compensation Study by TSIA. What are you incentivizing in how you coach and run your team to enable those behaviors? Maintaining customer advocacy at your core.

SaaS 52

SaaS Customer advocacy Technical Support Sales 52

SmartKarrot

NOVEMBER 14, 2022

As a Director of Customer Success, you will create efficient processes for managing all pre- post-sales technical support; including phone & e-mail support, lab-based troubleshooting, knowledge database, and interface with CRM. Establish both leading and lagging KPIs to enhance customer advocacy.

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

SmartKarrot

DECEMBER 14, 2022

Role: Head of Customer Success Location: Remote, United States Organization: Jarvis Elliott As a Head of Customer Success, you will work with the C-suite/leadership team to develop a Customer Journey. Coach, manage, and grow the Customer Success team as they scale. manage the technical support team.

Customer advocacy 19

Customer advocacy Technical Support Benchmark Coaching 19

SmartKarrot

MARCH 14, 2022

Evaluate and potentially implement improvements to the escalation processes for customer support issues. Coach and develop team members with a hands-on approach. Serve as your clients’ advocate internally by liaising with senior company leaders including sales, marketing, product, engineering, and support.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Upselling 3

SmartKarrot

NOVEMBER 11, 2021

Work closely to manage and grow the current NA CS leaders (and the rapidly growing team of CS Coaches). Lead the knowledge-sharing effort derived from the voice of the customer between all departments of the company. Liaise with supporting teams (technical support, professional services, billing, and more) on behalf of the clients.

Customer advocacy 19

Customer advocacy Technical Support Consulting Consulting 19