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

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

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

Squelch

JULY 30, 2019

the provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, announced today that it has been named a finalist in the 2019 SaaS Awards in the category of Best SaaS Newcomer. Additional Resources.

SaaS 40

SaaS Upselling Enterprise Customer Support 40

Totango

SEPTEMBER 13, 2022

A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Build a brand reputation as a customer-centric business.

SaaS 93

SaaS Upselling Best practices Customer retention 93

Solvvy

JUNE 22, 2022

Why Conversational AI is a Good Fit for Customer Service. Although conversational AI has applications in a variety of industries and use cases, this technology is a natural fit for customer support. Global or international companies can train conversational AI to understand and respond in the languages their customers use.

Chatbots 119

Chatbots Banking Self service Finance 119

Totango

SEPTEMBER 15, 2022

A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes. But the number of customer success metrics SaaS providers can track is extensive. These are just a few SaaS dashboard examples out of many you could create.

Metrics 99

Metrics Upselling SaaS Accountability 99

AWS Machine Learning

NOVEMBER 22, 2023

Interact with several demos that feature new applications, including a competition that involves using generative AI tech to pilot a drone around an obstacle course. Additionally, SaaS providers need scalable and cost-effective ways to serve hundreds of models to their customers. Reserve your seat now! Reserve your seat now!

Engineering 129

Engineering Best practices APIs Government 129

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. First, let’s answer the question, what does a typical customer journey in the subscription economy look like? Perfect health for a B2B SaaS account.

Best practices 89

Best practices SaaS Accountability B2B 89

ClientSuccess

APRIL 13, 2017

Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year.

Customer Support 41

Customer Support SaaS Upselling B2B 41

Squelch

DECEMBER 17, 2019

the provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, announced today that it has been declared a finalist in the international Cloud Computing Awards program, The Cloud Awards. REDWOOD CITY, Calif.

Upselling 80

Upselling SaaS Best practices Customer Support 80

Nicereply

SEPTEMBER 7, 2021

Support enablement ensures the customer support team has the information and tools they need to help support customers and deliver a great customer experience. This ultimately builds trust with your customers as they know they can reach out to your team for help, and they know they can rely on you.

Sales 100

Sales SaaS Customer Support Best practices 100

Playvox

SEPTEMBER 19, 2022

Whether you work in what is called a contact center, customer support center, or customer experience center, you likely always need to figure out how to do more with less. This need persists, even though we can easily point to research that shows: Companies that lead in customer experience outperform laggards by nearly 80%.

Quality management 80

Quality management Management Contact Center Benchmark 80

delighted

APRIL 12, 2024

Your survey frequency will depend on the type of feedback you’re looking to collect: For B2B and SaaS product feedback, you can survey 2 weeks to 1 month after implementing a new product or feature.

Surveys 98

Surveys Feedback B2B SaaS 98

TechSee

MARCH 11, 2024

To automate your customer support and troubleshooting, you will need a provider with an advanced Phase 3 solution. However, if you only want to provide basic eCommerce support, such as order status updates or system downtime updates, a Phase 2 solution will suffice. What is their AI track record?

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

ClientSuccess

APRIL 4, 2019

In this webinar, David will set the stage of product-led customer success by discussing the current state of the customer success discipline and a glimpse of what he believes is the future. Invite your CEO, CFO, CTO, product leader, customer support leader, customer success leader, marketing leader, and sales leader.

SaaS 46

SaaS B2B Feedback Sales 46

ProProfs Blog

OCTOBER 30, 2021

Examples: We believe we offer the best customer service experience. How helpful or unhelpful do you find our customer support? It is a SaaS survey software you can use to create, share, and track all kinds of surveys. Schedule a personalized demo. Provide room for a diplomatic answer. Wrong question) .

Surveys 139

Surveys Best practices Construction Analytics 139

Totango

FEBRUARY 10, 2021

Lead conversion: the decision-making process which converts a prospect into a buyer (such as signing up for a free trial of a SaaS product). Onboarding: actions your customer takes after purchase to become an active user of your product or service (such as activating their SaaS account and setting up their profile).

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

Solvvy

JULY 13, 2022

Customer service automation can help you overcome other customer support challenges. A growing Software as a Service (SaaS) business where employees divide time between customer service tasks and other responsibilities, for example, may suddenly find there aren’t enough hours in the day to get everything done.

Customer Service 90

Customer Service Chatbots Self service Customer Support 90

Mindtouch

OCTOBER 12, 2017

It happened while I was demoing a customer’s deployment of MindTouch to a senior leader in Customer Support. The customer site is CAKE software for restaurant management and point of sale , a software-as-a-service (SaaS) product owned by the massive food service conglomerate Sysco.

Self service 48

Self service SaaS Analytics Sales 48

TechSee

MARCH 11, 2024

To automate your customer support and troubleshooting, you will need a provider with an advanced Phase 3 solution. However, if you only want to provide basic eCommerce support, such as order status updates or system downtime updates, a Phase 2 solution will suffice. What is their AI track record?

Chatbots 109

Chatbots Enterprise Scripts Virtual Agent 109

LiveChat

JUNE 25, 2018

So how do you figure out your customers’ needs, fulfill their expectations, and deliver a delightful experience that continues to drive customer loyalty? In this post, we’ll look at 3 SaaS tools that can help businesses connect better with their customers in this era of endless options.

SaaS 28

SaaS Self service Customer Support Customer Experience 28

ClientSuccess

FEBRUARY 8, 2023

CES : a customer effort score (CES) measures how easy it is for a user to use the product or service, get issues resolved (either through customer support or on their own), and generally engage with the solution. Keeping track of your customer billing delinquency incidents ensures visibility and allows for quick action.

Metrics 75

Metrics Upselling B2B SaaS 75

Inbenta

APRIL 10, 2024

DALLAS, TX – March 26, 2024 – Inbenta, a complete customer experience platform powered by AI, today unveiled three enhancements to its award-winning Digital Instructor product (formerly Horizn Digital Demos). SaaS: A no-code software solution to build your own Digital Instructors for customer support or employee training.

SaaS 52

SaaS Education Contact Center Customer Experience 52

aircall

FEBRUARY 26, 2018

2 cloud-based call center software by GetApp, the premier research and review site for businesses exploring SaaS solutions. Marketing, sales, and customer support tools have limited power unless they can communicate with one another. A Category Breakdown. Aircall was recently ranked the No. Integrations: 19/ 20.

call center software 59

call center software Call Center First call resolution Technical Support 59

Amity

AUGUST 17, 2017

A few things to think through are: Is this product something that you can see yourself supporting, advocating for, and working with on a day to day basis? Most SaaS tools have a free trial. Most companies have help centers, demo videos, and marketing collateral floating around on their website.

Upselling 69

Upselling industry standards SaaS Accountability 69

Outsource Consultants

MARCH 2, 2025

For example: An e-commerce company may need support for returns, order tracking, and product inquiries. A SaaS company might require specialized agents for technical troubleshooting and user assistance. Request a demo of their systems to see how they work in real-time. How many calls do you receive daily, weekly, or monthly?

call center solutions 67

call center solutions outsourcing Call Center Average Handle Time 67

Kayako

AUGUST 10, 2018

Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as live chat. Over the past 4 years live chat usage has grown by 400% and more and more customers expect businesses to have it. It requires consistency, a sense of urgency and accuracy.

SaaS 52

SaaS Customer Support Personalization Customer Experience 52

Totango

JANUARY 26, 2021

Retention rate represents how many of the same group of customers you kept over the same time frame. In other words, the number of customers who didn’t churn is the number of customers you retained. You may be able to learn more details by talking to customers about why they’re not using or renewing your product.

Customer retention 94

Customer retention Sales Marketing Big data 94

Playvox

AUGUST 4, 2022

Companies talk to customers every day via a wide range of channels from customer support, sales, and research interviews to surveys, reviews, and social media. All these interactions leave trails of valuable information — which you can mine for important customer insights. Second-Level Tags. Manual Vs Automated Tagging.

Feedback 52

Feedback SaaS Surveys Education 52

Netomi

OCTOBER 25, 2021

Views within the Zendesk dashboard can be “extensively customized to your preferences as well—an area in which Freshdesk tried to do something similar, but we preferred the way Zendesk Support shows the information, including ticket expiration times.” . The company is SOC 2 Type II, ISO and FedRAMP LI-SaaS compliant.

Chatbots 85

Chatbots Enterprise Virtual Agent Self service 85

Amity

AUGUST 17, 2017

A few things to think through are: Is this product something that you can see yourself supporting, advocating for, and working with on a day to day basis? Most SaaS tools have a free trial. Most companies have help centers, demo videos, and marketing collateral floating around on their website.

Upselling 61

Upselling industry standards SaaS Accountability 61

Kayako

MAY 26, 2016

Just as onboarding new staff to your company is vital, customer onboarding is even more important. Customer onboarding in a SaaS product based organization is: Providing a helping hand to your brand new customers. Understanding and adapting to your customer’s needs. Help new users get to grips with a live demo.

Best practices 61

Best practices Feedback Metrics SaaS 61

ChurnZero

JULY 19, 2019

CSM Confidential – Part 1: Difficult Customer Conversations . . Being a Customer Success Manager is difficult enough. . Based upon the premise that customer support should be more proactive than reactive, the value of Customer Success cannot be understated. Implementation Specialist for SaaS Startup . ? .

SaaS 56

SaaS B2B Sales Accountability 56

Amity

JANUARY 13, 2016

In this issue of the SaaS Tattler we discuss how to make sure your Customer Success team is making the required impact. You’re a Customer Success Hero, Now Get the Shirt! For a limited time we are offering a free Customer Success Hero shirt for anyone who attends a public demo. A Guide of SaaS Companies.

Benchmark 48

Benchmark SaaS Surveys Metrics 48

CustomerSuccessBox

MARCH 4, 2022

You may supply clients with enough value to keep them around by shifting the focus away from just gaining new customers and instead focusing on helping them achieve their goals. For this to happen, you need a Head of Customer Success. SaaS companies can become scaleable by bringing on a VP of Customer Success from the start.

SaaS 52

SaaS Sales Customer centricity Marketing 52

CustomerSuccessBox

APRIL 19, 2022

Enables a comprehensive view of every customer interaction across separate channels that give insights into a customer’s movement, and time spent at a touchpoint and helps detect pain points from a customer’s point of view. Why is it important to have Customer Journey Analytics? Onboarding Stage. Adoption Stage.

Metrics 52

Metrics Analytics SaaS Journey mapping 52