CSM Magazine

MARCH 28, 2025

The majority of customer support representatives facing problems with technical integration and blockchain literacy are less skilled. For example, a mid-size European SaaS firm pilot-tested Solana-based smart contracts for SLA validation and was able to decrease the amount of work needed to be done manually by 60%.

Customer Service 52

Customer Service Education CRM Healthcare 52

Mindtouch

OCTOBER 8, 2017

Planview is a software-as-a-service (SaaS) company and the industry leader in work and resource management software. They’re also a proud MindTouch customer. A common use case for MindTouch clients is converting training, how-to, or LMS content into an effective self-service experience that serves as Customer Education.

Education 48

Education Self service SaaS Customer Support 48

CustomerSuccessBox

JULY 2, 2019

Several studies have shown that successful customer onboarding is one of the most crucial pieces to make a customer renew their contracts in future. Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow.

SaaS 66

SaaS B2B Education Metrics 66

JivoChat

JUNE 19, 2022

This type of video is informative and educational and can help you enhance the communication with your audience. If well-developed, you can use an explainer video to transform what would be considered a boring topic into eye-catching content that grabs the customers’ attention. . How Explainer Videos Help with Customer Support.

Customer Support 75

Customer Support Scripts Education Surveys 75

inSided

SEPTEMBER 4, 2020

In our recent webinar with Skilljar and joint customer Glint—or Glint’s Customer Empowerment team, we discussed how combining an online customer community platform and a Customer Education program can deliver serious value for B2B SaaS companies in the form of increased customer engagement and brand advocacy.

Education 52

Education B2B SaaS Self service 52

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. Stage in the customer lifecycle journey — how recently did they sign up for a subscription? Connect With Your Customers Using Strong Talk.

Customer retention 52

Customer retention SaaS Education Feedback 52

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

aircall

NOVEMBER 4, 2016

Studies show that computer-telephone integration r educes the average length of a call. Therefore, your team increases its productivity, and your customers enjoy a higher quality of service. Helping your own customers succeed benefits your business, so your provider must display similar investment. Look for integration support.

Customer Support 83

Customer Support Interactive Voice Response Call Center Automatic Callback 83

TeamSupport

OCTOBER 26, 2020

In addition, 58% of customers said that bad customer experience can lead to them abandoning a brand they otherwise enjoyed purchasing from. This makes careful selection, onboarding, and coaching of new customer support agents a necessity rather than a luxury. Active Listening.

Customer Service 98

Customer Service B2B SaaS Customer Support 98

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. It is because as they kept acquiring new customers, they overlooked the existing ones! As a result, customers churned and the firm couldn’t do anything about it. If not, start focusing on customer retention. Yet, success remained elusive.

SaaS 52

SaaS Customer retention Metrics B2B 52

ProProfs Blog

JUNE 3, 2019

Exceptional customer success is one of the most important differentiates a brand can have to add value in the eyes of its customers. That’s what customer success departments and its technologies are developing every day! If you’re working for a SaaS company like us, customer success is a bit more critical.

B2C 150

B2C Feedback B2B SaaS 150

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. How a CSAT survey can look like. Image by Retently.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Nicereply

OCTOBER 11, 2024

Look through customer reviews Analyze customer reviews on Google, Trustpilot, Yelp, and social media. If you have a SaaS or Tech brand, check out G2 and Capterra. What are customers mentioning you’re doing wrong? What do customers love about buying from you?

Customer retention 52

Customer retention Surveys Feedback Education 52

TechSee

JANUARY 25, 2023

As Volta Charging ’s Vice President of Service Operations, he leads the field service, customer support, and operational analytics functions. His team ensures Volta’s stations are online and well-maintained and that their drivers, site partners, and advertising customers have an excellent experience.

Automotive 41

Automotive Management Enterprise B2B 41

CustomerSuccessBox

SEPTEMBER 29, 2022

The adage “time is money” is the ultimate reality that supports the success of your organization in the SaaS sector. A variety of options are accessible to customers today in this cutthroat industry. However, customers are also searching for a quick time to value (TTV). Customer Success and Time to Value.

SaaS 52

SaaS Metrics B2B Enterprise 52

Callminer

AUGUST 1, 2017

Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. HEG uses proprietary technology, like EduMaximizer, to deliver targeted enrollment leads to for-profit and nonprofit education clients. Kolin Porter is the Vice President, Product Innovation at Higher Ed Growth. Too many portals…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Enterprise 110

Enterprise Customer Support SaaS Sales 110

Nicereply

FEBRUARY 22, 2023

Robust career pathing in customer support is critical. In our conversation, Erin Willis , Program Manager of Vendor Management at ClassPass , shares their support story. Let’s explore how others can use their experience to shape programs that professionally develop support agents.

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

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. Sarah Hatter – Founder of the Elevate conferences (Support, Women and Leadership themed conferences each year.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Nicereply

DECEMBER 9, 2021

Customer health scores are not standard for all businesses. Each business considers its unique metrics to come up with its customer health scores. Educational institutions may look at metrics such as class attendance. Dining establishments might even consider volumes of leftovers as one of the indicators of customer health!

Metrics 97

Metrics Surveys Education Customer effort 97

Help Scout

SEPTEMBER 21, 2021

Our mission is to support small businesses with tools that make customer support more helpful and human. Today we're supporting more than 12,000 of them — we're passionate about this stuff! As a Customer Success Specialist at Company ABC, you'll be part of a groundbreaking team working on a brand-new product.

Education 104

Education Accountability Benchmark Sales 104

Kayako

MARCH 9, 2017

For a customer support rep, you can become better at your job in ways you never expected by developing the right skills. We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers. Train customers through webinars. Sandeep Kaur, Customer Support Advocate.

Customer Service 82

Customer Service Engineering Coaching Self service 82

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

aircall

AUGUST 29, 2022

This blog post was created with our partners at LTVplus , a world-class outsourcing company that provides customer service for eCommerce, SaaS, educational businesses, gaming companies, and more. LTVplus builds, trains, and manages dedicated teams of live chat agents, customer support agents, and payment recovery specialists.

Call Center 118

Call Center virtual call center call center software Self service 118

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. Photos by Kenni Camota.

B2C 0

B2C SaaS B2B Accountability 0

ProProfs Blog

AUGUST 21, 2020

But when a customer comes running in with an issue, will empathy be enough? Your business needs to leverage the right customer support tools like the ProProfs Help Desk to resolve customer queries in real-time. As a leading SaaS company, ProProfs has always set the right example by offering courteous and timely support.

Sales 158

Sales Morale Personalization Scripts 158

ChurnZero

SEPTEMBER 14, 2018

Thank you @AlisonElworthy for the great presentation and answering my question about customer-related corporate objectives #inbound18 #customersuccess pic.twitter.com/gKEuPV0YZF. Customer Support does not equal Customer Success. My key takeaways from “How to evolve you customer succes strategy” with @AlisonElworthy.

Education 66

Education Customer retention B2B SaaS 66

CSM Practice

DECEMBER 19, 2021

Usually, the SaaS business growth is categorized into 3 phases: . Building (spreadsheet) phase- This stage is characterized by a lower volume of customers. You’ll be able to provide a ‘High-touch’ engagement platform to customers. Customer Support tool. Customer Success tech/software. Customer Feedback tech.

CRM 98

CRM Brand ambassadors Best practices SaaS 98

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. Update Customer Knowledge Bases. This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Kayako

MARCH 21, 2017

According to the customer quotient study , technology has the third highest rating for industries where customers feel respected. That means your customers come in expecting a high-level of competence and service ability from the agent. That’s a lot of pressure for a customer support agent! Donald Porter.

Education 103

Education Best practices Feedback Personalization 103

Kayako

APRIL 27, 2017

Metrics analyzed in isolation can leave support leaders confused: Why are customers with a 90% satisfaction rating on their last five conversations leaving? Will faster reply times make a customers more loyal? How do you measure customer loyalty with metrics? Wildcards need product education.

Metrics 89

Metrics Surveys Customer effort Best practices 89

Nicereply

AUGUST 11, 2020

If you’re a person that loves helping, finding a career in customer support can feel like a dream come true. Build evergreen content and resources for customers (and other organizations) to use for education and drive rapid product adoption. What you’ll need to know. History of business process improvement.

Customer Experience 105

Customer Experience Engineering Sales Best practices 105

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ChurnZero

JANUARY 4, 2019

“One customer success trend I’m seeing is the need to develop more repeatable customer education programs. In the quest for finding scalable ways to help customers realize more value out of the software they buy, more and more software companies are turning to customer education.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

aircall

NOVEMBER 4, 2016

Studies show that computer-telephone integration r educes the average length of a call. Therefore, your team increases its productivity, and your customers enjoy a higher quality of service. Helping your own customers succeed benefits your business, so your provider must display similar investment. Look for integration support.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54

Help Scout

SEPTEMBER 2, 2021

In contrast, the tier 2 team supporting a retail product may handle lower priority bugs, dispute resolutions, or triage, as their skills are less about product knowledge and more about service experience. In our examples below, we’ve chosen to use a SaaS (software as a service) product that helps users build and design websites.

Technical Support 103

Technical Support Engineering APIs Education 103

Mindtouch

OCTOBER 23, 2017

The customer support field has undergone a renaissance during the last five years. A flood of technological innovation has improved support experiences to bolster renewal rates and customer loyalty. As such, there’s been a perfect storm of market forces driving growth in self-service support. Why Customer Support?

Self service 65

Self service Upselling SaaS Customer Support 65