Solvvy

JULY 13, 2021

But if someone asks you how you feel about Dell, you’re more likely to think of the three hours you spent on the phone being passed around between different customer support representatives. What companies want is something like what Amazon has: streamlined, seemingly effortless customer support that delights people.

Chatbots 48

Chatbots Customer Support Upselling Sales 48

ChurnZero

JUNE 26, 2020

Decide if highly specific questions can wait to be answered during the demo to avoid probable question misinterpretation. when you collect information before scheduling a demo, decide if yes-no answers will suffice for your exploratory questioning/qualifying and if the vendor can expound upon their responses during the demo).

Technical Support 98

Technical Support Accountability Upselling Consulting 98

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

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

First call resolution 70

First call resolution Best practices Upselling Education 70

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

Totango

SEPTEMBER 13, 2022

While distinct from customer service, customer success can help optimize customer service by tracking support issues and using the information to develop standard procedures for preventing and responding to common problems. What Are The Benefits Of Having A Customer Success Playbook in SaaS? Onboarding.

SaaS 93

SaaS Upselling Best practices Customer retention 93

Quiq

AUGUST 24, 2021

To make life easier for online shoppers and increase purchases during off-hours, online retailers can reroute inbound customer support from traditional channels, like email, to self-service messaging that provides immediate support at any time of day. See a Demo Today. Contact us today.

Self service 74

Self service Customer Care Upselling Customer Support 74

CustomerSuccessBox

JUNE 5, 2019

A SaaS customer goes through acquisition, onboarding, retention, and upsell. You look to deliver early value during the trial / demo to convert the prospect. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell. Later you try to deliver consistent value to prevent churn.

Best practices 89

Best practices SaaS Accountability B2B 89

Amity

AUGUST 17, 2017

Most companies have help centers, demo videos, and marketing collateral floating around on their website. Step 4: Customer Success, Customer Support, and Account Management. There is still confusion everywhere on the differences between Customer Support , Customer Success, and Account Management.

Upselling 69

Upselling industry standards SaaS Accountability 69

Customer Service Life

APRIL 27, 2018

While it’s fun fun to see what’s new, it can be a challenge to find the time in our busy schedules to attend a lot of demos. Shifting genres again to a tool that can help support teams working in an ecommerce setting to cross sell and upsell more effectively, 4Tell is worth a look.

Contact Center 68

Contact Center Upselling CRM Feedback 68

Totango

OCTOBER 29, 2019

It may be wise to look for applicants coming from diverse backgrounds, such as those with customer relations 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 61

Upselling Customer advocacy Feedback Accountability 61

Totango

JANUARY 4, 2019

The digital transformation of business, and the resulting rise of the customer-centered economy , must inform every action your customer success team takes. Now more than ever, winbacks, upsells, renewals, referrals, and feedback cannot be passive items on a checklist. Image courtesy dolgachov. You might also like.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

Enghouse Interactive

SEPTEMBER 3, 2021

Their overall revenue growth was attributed to increased customer engagement, higher levels of satisfaction, and more extensive conversations with appropriate subject matter experts (SME’s) resulting in more upsell and cross-sell opportunities.

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

Solvvy

MARCH 22, 2022

Generally, we see businesses implement chatbots to greatly improve their customer’s experience while making their internal teams more efficient. For some businesses, this is about customer satisfaction, retention, or support, whereas for others, it may be to drive revenue through product discovery, upsells, or increase conversations.

Chatbots 62

Chatbots Morale Benchmark Upselling 62

ClientSuccess

FEBRUARY 8, 2023

Logo retention rat e: the opposite metric from logo churn rate, this number measures the percentage of customers that renew or retain their business with your organization in a given timeframe. The post The MVPs of Customer Success Metrics (Most Valuable Performance Indicators) appeared first on ClientSuccess.

Metrics 75

Metrics Upselling B2B SaaS 75

Hodusoft

SEPTEMBER 4, 2024

It’s not surprising to note that when advertising costs go up, so does the cost of customer acquisition. Cross-selling and Upselling Can Be Better A study conducted by Forrester Research revealed that cross-selling and upselling account for 10-30 percent of revenues in the e-commerce industry. Ask for a Free demo!

call center solutions 52

call center solutions Call Center Sales call center software 52

Amity

AUGUST 17, 2017

Most companies have help centers, demo videos, and marketing collateral floating around on their website. Step 4: Customer Success, Customer Support, and Account Management. There is still confusion everywhere on the differences between Customer Support , Customer Success, and Account Management.

Upselling 61

Upselling industry standards SaaS Accountability 61

Totango

OCTOBER 1, 2019

Because the customer journey is not linear, your customers may be split between your sales and customer success team. For example, your customer needs to onboard two new employees while simultaneously working through an upsell with your sales team. Request a demo to get started.

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

ClientSuccess

DECEMBER 12, 2022

The introduction of a Base + Bonus plan is an excellent way to incentivize Customer Success Managers and encourage better performance. This bonus model generally focuses on both quantitative objectives (retention, upsells or cross-sell measures) as well as qualitative ones (contributing to the team mentality).

Management 87

Management Sales Accountability Upselling 87

Totango

JANUARY 17, 2019

We’ve outlined six focus areas that will help you improve customer engagement and retention : Rapid onboarding. The right solution for the right customer. Support across your enterprise. Customer nurturing. Have a customer-centered renewal strategy in place. #1. You’re on a journey with your customers.

SaaS 74

SaaS Enterprise Customer retention Upselling 74

REVE Chat Blog

NOVEMBER 21, 2019

You can further convince your leads with the help of demos, free trial offers, etc. Enhanced ability to upsell with relevant deals and offers – The sales agents can offer information about the current sale going on, or a discount coupon available for the product they are interested to purchase. and build trust for your brand.

B2B 77

B2B Best practices Sales Education 77

ProProfs Blog

DECEMBER 21, 2020

A lot of business owners want to reduce customer churn and retain as many as possible. Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Lack of a Great Customer Support.

Surveys 148

Surveys Benchmark Feedback Sales 148

Netomi

NOVEMBER 14, 2022

This is where a multichannel conversational AI platform steps in, as it can proactively reach out to the customer at the exact moment of relevance to drive engagement and long-term loyalty. AI can assist with pre-sales education – driving engagement by encouraging customers to request a demo or sign up for a free trial.

SaaS 52

SaaS Multichannel Upselling Education 52

JustCall

AUGUST 8, 2023

Source In addition to embracing the role of a recommender system, conversational AI can also unlock upselling and cross-selling opportunities. With information on customer purchase patterns, online behavior, and preferences, conversational AI can pitch products to increase average order value and maximize revenue potential.

Sales 52

Sales Upselling Revenue potential Customer centricity 52

JustCall

MAY 5, 2022

The deal is already lost; the customer has already churned. Ideally, your sales and customer support reps need real-time assistance. The use cases of conversational Agent Assist is wide in sales and customer support. You can also book a free demo to learn more about JustCall IQ and all its features.

Sales 52

Sales First call resolution Average Handle Time CRM 52

Hodusoft

JULY 13, 2023

Increased upsell opportunities ISPs, ITSPs, and MSPs that use IP PBX software with limited extensions are more likely to miss out on upselling opportunities as they can’t offer additional features and services to customers who want expanded communication capabilities. Ask for a Free demo!

voip 59

voip Best practices Upselling Enterprise 59

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. This allows you to assess the platform’s functionality, user experience, and ease of use first-hand.

call center software 98

call center software Call Center APIs Contact Center 98

Totango

FEBRUARY 10, 2021

Set up automated sequences of tasks and actions (SuccessPlays) triggered by events in your customers’ experience (for example, if a customer’s satisfaction score reaches an exceptionally low level, this can alert your customer support team to intervene).

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

Lumoa

APRIL 28, 2024

In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences. You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI.

Feedback 78

Feedback Consulting Consulting Enterprise 78

NobelBiz

SEPTEMBER 26, 2023

In the rapidly evolving landscape of business communication, the significance of delivering an unparalleled customer experience is very important. According to helpscout.com , more than 76% of all consumers prefer the traditional medium of phone calls to reach customer support representatives.

Personalization 59

Personalization Interactive Voice Response Customer Experience First call resolution 59

Lumoa

MARCH 12, 2023

The purpose of a CX platform is to create a big-picture, comprehensive view of the customer journey. Say a customer contacts your support team because they run into a problem. Another customer reaches out to your sales team to get a demo. A third customer sends you a LinkedIn message to ask about your pricing.

Customer Experience 78

Customer Experience Journey mapping Analytics Consulting 78

ClientSuccess

JUNE 11, 2019

There are a wide spectrum of Customer Success roles out there and you need to decide which of these roles is best for you. Do you want to negotiate large contract renewals, be a trusted advisor, or be a customer support representative? The Customer Success Job Spectrum. I’ll explore each of these roles below.

Upselling 40

Upselling Coaching Customer retention Metrics 40

Balto

JANUARY 30, 2025

Call center software is the backbone of modern customer support and sales operations, streamlining communication across voice, email, and chat while enhancing agent performance through real-time guidance and automation. A faster, more consistent customer experience that increased both agent satisfaction and revenue growth.

call center software 52

call center software Call Center Multichannel Coaching 52

Netomi

MARCH 24, 2023

Taking care of your contact agents’ workload and improving the quality of customer experience is critical. The key is using AI in every step of the process, from discovery to optimization, to help increase conversion rates, offer upsell and cross-sell opportunities, and reduce abandonment rates. Learn more with a demo here.

Chatbots 52

Chatbots Abandon rate Contact Center Upselling 52

Quiq

OCTOBER 14, 2021

Highly-intelligent, automated assistants are capable of identifying shoppers with high purchase intent and proactively engaging them with upsell opportunities that increase Average Order Value (AOV). See a Demo Today. Proactive Product Suggestions. Interested in deploying an enterprise onsite shopping assistant for your brand?

Sales 52

Sales Upselling Self service Enterprise 52

Hodusoft

JULY 24, 2024

The sheer magnitude of the disproportionate impact on profits highlights the critical importance of retaining customers. Cross-selling and Upselling Cross-selling means selling related or supplementary products to customers. Upselling means selling a higher-end version of a product they intend to buy or have already bought.

Customer retention 52

Customer retention Call Center call center software Interactive Voice Response 52

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. REDWOOD CITY, Calif. About Squelch.

SaaS 40

SaaS Upselling Enterprise Customer Support 40