TechSee

SEPTEMBER 21, 2023

As a Generative AI enterprise platform, Sophie AI is built to secularly observe, learn and interact at scale, helping your agents, engineers and end-customers. In contrast, Sophie AI is trained like today’s human agents and engineers. Auto Modeling Sophie AI starts by monitoring and learning from your service interactions.

Engineering 109

Engineering Enterprise Chatbots Self service 109

Totango

AUGUST 23, 2022

Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions. Making upsell offers. Customer support events.

B2B 122

B2B Journey mapping SaaS Upselling 122

Inbenta

JULY 29, 2021

These situations call for superior airline customer service. Quality of attention needs to be higher than ever, but at the same time scalable enough to make it manageable with the uptick in customer support requests. . Achieving top-notch airline support with chatbots. Upgrades or upselling management.

Airlines 88

Airlines Chatbots Upselling Self service 88

Amity

OCTOBER 31, 2016

Uberflip has always had a strong marketing team because, after all, we’re a content marketing platform, the sales team has grown a ton over the last couple of years, and we have an amazing, fast-growing engineering team that’s built an amazing product. How did you personally get started in Customer Success?

Coaching 0

Coaching Upselling Engineering Marketing 0

CSM Magazine

JULY 22, 2021

Communities furthermore, lower service costs and dramatically affect retention and upsell. Harvesting the user-generated content a community produces and analyzing it, is a powerful tool to monitor customer health, happiness and engagement levels. Online communities serve as content engines that follow a one-to-many principle.

Advertising 98

Advertising SaaS B2C Best practices 98

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

CSM Magazine

MAY 26, 2022

With so many support, engineering, and business insights locked away in siloes throughout most SaaS companies, it’s no wonder teams defer creating a meaningful customer health monitoring strategy. Customers who contact support frequently are more likely to be less satisfied. Upsell/cross-sell potential.

Engineering 52

Engineering SaaS Upselling Metrics 52

TeamSupport

JUNE 15, 2020

In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. And our customers have that same level of preparedness, visibility, and empowerment to help their customers.

B2B 64

B2B Self service B2C Customer Support 64

Help Scout

MAY 27, 2021

Not only are they responsible for communicating and coordinating with your customers, they are also responsible for surfacing information to your internal teams. There are few individuals within your company that talk as candidly with your customers as your CSMs — they are a great source of data for your product and engineering teams.

Accountability 66

Accountability Management Upselling Education 66

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Examples include: Search engine queries and ads. Customer satisfaction and feedback surveys. Upsell purchases.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Enghouse Interactive

SEPTEMBER 3, 2021

of the organizations it deemed to be more successful than their industry peers (which are 27% more successful than typical organizations), had integrated UC with their CC solution to deliver better customer experiences (CX). A recent Metrigy* research study found that 62.8% Locally or globally, location is no longer a limitation.

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

Amity

MARCH 10, 2017

Customers are the engine that feeds the processes, and even if you did not design them, the onus is on you – the one actually interacting with the customer – to facilitate and accelerate that engine moving forward. Customer Success is a great opportunity for young professionals looking to make a direct impact.

Engineering 90

Engineering Upselling Metrics SaaS 90

CustomerSuccessBox

JUNE 24, 2022

And it is much easier to retain existing customers than to find new customers. High renewal rates in SaaS provide a stable revenue source every month which helps you to focus on upsells, advocacy, and acquiring new customers. Through personalized renewal conversations, you can keep your customers as much as possible.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Totango

APRIL 30, 2021

Paid advertising for PPC, search engine marketing, social media and web retargeting. Price comparison engines. Customer support for sales transactions. When you add up all the factors which go into acquisition, the cost of customer acquisition quickly becomes expensive. Web design and maintenance. Email marketing.

Customer retention 64

Customer retention Advertising Engineering Upselling 64

Lumoa

MARCH 3, 2023

From an insurer’s perspective, what is needed is more customer data, including more behavioral and preferential data, shared Mamonova further. Regarding your management information system (MIS), he said that your company should provide data to its support engineers or agents so that when a customer calls, they can help immediately.

Metrics 78

Metrics Upselling Engineering Customer Experience 78

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc!

Upselling 52

Upselling SaaS B2B Metrics 52

CustomerSuccessBox

MAY 16, 2022

And this is where Customer Success management software comes to your rescue. Read further to check out the top customer success software in 2022. Missing the early warning churn signs may lead you to lose your customer! You must consider several points before choosing a customer success software in 2022. Integrations.

Management 52

Management Upselling SaaS Accountability 52

Amity

APRIL 7, 2016

This is the crux of Customer Success: it’s our goal to help our Customers achieve all their business goals, and most of the time this has nothing to do with selling. Trust comes first, before any upsells, cross-sells, or expansion plans. The Customer has been through a long series of complex negotiations with Sales.

Sales 69

Sales Upselling SaaS Customer Support 69

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

Mindtouch

JULY 25, 2017

By expanding KCS to non-Support departments, you can empower these roles to become part of the knowledge creation engine. Sales and Success know a lot about the product and in a different way than Support. They also know what it is that customers don’t know. Expose Customers to Self-Service Knowledge.

Self service 59

Self service Best practices Upselling Sales 59

Solvvy

JANUARY 7, 2020

Sophisticated companies today are using customers’ personal data to develop personalized, omnichannel customer service interactions that resolve questions and customer support issues quickly at every touchpoint. . How can you improve your customer interaction management with the support of artificial intelligence?

Self service 48

Self service Upselling Customer Support Engineering 48

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.

B2C 0

B2C SaaS B2B Accountability 0

Hodusoft

SEPTEMBER 4, 2024

Our e-commerce call center software is specially engineered for e-commerce companies. It’s not surprising to note that when advertising costs go up, so does the cost of customer acquisition. By doing so, you can enhance your business’s upselling and cross-selling opportunities.

call center solutions 52

call center solutions Call Center Sales call center software 52

CustomerSuccessBox

MARCH 14, 2022

Why are Product qualified leads crucial for SaaS Customer Success? This eliminates the need for users to go through a salesperson or engineer-led demonstration. PQLs depict the ideal customer profile (ICP). There is more chance for upselling, cross-selling, and retention , as well as recurring revenue. Identify a PQL.

SaaS 52

SaaS Upselling Accountability Engineering 52

JustCall

MAY 8, 2022

In recent times, smart customer support teams have steered their approach in how they engage customers. AI sentiment analysis has been essential for businesses that need to evaluate how their customers feel about a product or service. . Why is customer sentiment analysis important? (7 7 benefits).

Analytics 52

Analytics Feedback Upselling CRM 52

ChurnZero

JANUARY 13, 2023

I believe that all post-sales activities will subtly begin to rebrand to customer success roles in 2023. Customer Success is an attractive career path for professionals, but there aren’t enough jobs. In a down economy, Customer Success will be recognized as a key growth engine for companies.

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

Amity

MARCH 15, 2018

Account Managers on the other hand focus on upsells, the contractual details of a customer’s experience, and their journey. They should create business plans and grind out the nitty-gritty details of the account with the customers. It also helps to be able to provide invaluable insights to Product and Engineering teams.

Management 69

Management Metrics Accountability Surveys 69

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

Freshcaller

AUGUST 28, 2018

We asked him about his work, B2B customer support as a profession and superheros. Hoping that he might help us break the umpteen assumptions, speculations and what-not that we’ve been unsure about B2B support as a job. . 8 long years in B2B customer support, right? and engineering team the next day.

B2B 49

B2B Call Center Customer Support Upselling 49

Education Services Group

MARCH 4, 2021

At the same time, uncertainty caused many businesses to seek avenues for “immediate cost savings and efficiencies,” according to TSIA’s State of Customer Success 2021 report. Now, nearly half of CS teams have advanced to own account expansion opportunities like renewals and upsell. Consultants. What they do.

Consulting 52

Consulting Consulting Journey mapping outsourcing 52

GetFeedback

AUGUST 16, 2018

As more companies move toward offering omni-channel customer support, CES will continue growing in popularity. Because CES focuses on how easy it is for customers to get help, rather than particular agents or specific experiences, it can give you a big picture view of what’s working and what isn’t in your customer service program.

Metrics 79

Metrics Customer Service Surveys Self service 79

ProProfs Blog

JANUARY 7, 2022

Google identified a need no other search engine was meeting and by 2017, 11 million AdSense users were paying Google $95 billion a year. Customer Retention Rate = (Customers at the End of the Period) – (New Customers Acquired) / Customers at the Start of the Period. Customer Churn Rate.

Marketing 78

Marketing Surveys Customer retention Metrics 78

Nicereply

FEBRUARY 2, 2024

Excellent customer service is crucial to the success of an organization. A Salesforce survey found that 94% of customers are more likely to purchase again because of positive customer service. Everyone, from sales to engineering, must integrate customer success into everything they do.

Education 59

Education Accountability Customer retention Journey mapping 59

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. UI is only the icing on the cake.

Chatbots 52

Chatbots Abandon rate Contact Center Upselling 52

CustomerSuccessBox

AUGUST 12, 2021

Your organization structure can also give you an idea if you’re ready for a dedicated Customer Success department! You will have different divisions for different functions such as sales, marketing, product, engineering, etc. However, when it comes to post-sales, your customer support is NOT Customer Success.

SaaS 52

SaaS Accountability Engineering Technology 52

Amity

JUNE 8, 2016

This information makes it easier for account managers to bucket customers into segmented tiers and scout for cross-sell and upsell opportunities, but all that data rarely gets shared with the rest of the company. Establish a healthy mix of relationships.

CRM 67

CRM Journey mapping B2C Government 67

JustCall

AUGUST 8, 2023

Image Source You won’t need to burden your customer support team to answer these kinds of routine, basic questions; the chatbot can take care of it for you. Implement recommendation engines: Leverage AI-powered recommendation engines to provide personalized product suggestions based on customer data such as Amazon does.

Chatbots 52

Chatbots Abandon rate Customer centricity Personalization 52