ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

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Customer Support Surveys Inbound sales Construction 160

ProProfs Blog

APRIL 12, 2019

A loyal customer base is the cornerstone for any successful business. More so for Software-as-a-Service (SaaS) companies since acquiring new customers on a B2B level is much more difficult. This makes customer retention a necessity for SaaS-based companies. A high churn rate is quite alarming for a SaaS company.

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SaaS Customer retention Surveys Morale 120

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. How SaaS Enterprises Can Streamline New User Onboarding. Proactively Optimizing SaaS Onboarding.

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SaaS Healthcare Customer retention Enterprise 127

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

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SaaS Journey mapping Upselling Best practices 117

ShepHyken

MARCH 5, 2021

This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. He shares five customer-related applications worthy of taking your eCommerce customer service to the next level. Since you have the customer’s email, you can have a 1:1 conversation with them, thus enabling you to receive first-hand feedback.

Customer Experience 254

Customer Experience SaaS Sales Marketing 254

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback?

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Feedback Surveys Customer centricity Metrics 143

ProProfs Blog

DECEMBER 27, 2018

Before we discuss how SaaS help desk software enables you to accomplish your business objectives, let us quickly learn what a help desk software tool is. Basically, it is a tool that aids customer support teams to track requests of end users and effectively resolve customer-care related issues.

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SaaS Airlines Customer retention Finance 109

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. Click to download. Reach out via Email.

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Feedback Benchmark Surveys Analytics 108

ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. So, the question that arises is: How to reduce churn and improve retention with SaaS customer service?

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SaaS Customer Service Best practices Customer Support 83

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

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B2B SaaS Education Brand ambassadors 88

Kayako

DECEMBER 30, 2024

In the competitive landscape of Software as a Service (SaaS), AI customer experience has become a game-changer. Customer experience (CX) is now a critical differentiator, with 64% of consumers considering it more significant than price. This is due to: Lack of Personalization: Customers today expect tailored experiences.

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SaaS Customer Experience Chatbots Feedback 62

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months. Navsher Puar , Support Team Lead.

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Customer Support Self service Consulting Consulting 63

ShepHyken

JUNE 10, 2016

It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. Starting small, we continued to expand over the time period, until an inevitable problem comes as we started receiving customers’ feedback and complaints in a more regular basis.

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Best practices Customer Service SaaS Education 204

TeamSupport

JUNE 28, 2019

More companies are starting to understand the value of properly onboarding customers (addressing pain points, guiding setup, on-site tutorials, etc.) and providing more attention as needed to their new customer base. Your SaaS customer support team. And, guess who answers them? Looking to change your process?

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SaaS Morale B2B Feedback 68

aircall

FEBRUARY 2, 2018

Your support team has added 5 new agents in the last month, and the website is experiencing traffic like never before, but customer service is not a deductive science. Typeform makes collecting user feedback intuitive and attractive. You have to ask questions to know if you’re hitting benchmarks or coming up short.

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Customer Support Multichannel First call resolution Analytics 103

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

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Customer Experience B2C Journey mapping B2B 167

Win the Customer

NOVEMBER 11, 2016

These are some of the SaaS solutions that you can utilize to establish and grow your knowledge base. The company offers a unique feature for it users in the form of advanced feedback. This is another SaaS product that is aimed at customers who are in desperate need of creating and managing a knowledge base.

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SaaS Enterprise Self service Analytics 89

CSM Magazine

JANUARY 28, 2025

Onboarding Training Welcome new customers with informative guides, video tutorials , and walk-throughs to help them get started smoothly. For example, a SaaS company might offer an in-app tutorial detailing their platform’s key features. Make resources easy to access via your website, app, or customer portal.

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Education Upselling SaaS Self service 52

JustCall

OCTOBER 6, 2022

?SaaS companies are in a race for growth. That’s why we see many SaaS businesses starting their business with just the right features: enough to make the product useful, but not too much – so they don’t scare away early adopters. Every company wants a great customer experience SaaS. Wrapping Up.

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SaaS Customer Support Enterprise Analytics 52

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

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Customer centricity SaaS Marketing Enterprise 79

ShepHyken

AUGUST 18, 2023

In today’s fast-paced business landscape, providing exceptional customer service is paramount to the success of any organization. As customer demands grow, companies are turning to Artificial Intelligence (AI) to enhance their customer support capabilities. He is an expert in marketing technology and SaaS.

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Customer Service Employee engagement Chatbots Morale 156

GetFeedback

JULY 25, 2018

Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US.

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SaaS Feedback Surveys B2C 60

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. Integrations are key to creating a 360 view of your customers.

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SaaS Gamification B2B Metrics 52

Kayako

FEBRUARY 28, 2018

To help you build your own customer support training program, I’ve collected some key insights from managers at other SaaS and tech-industry companies to help make sure you’re getting it right from the get-go. 3 Principles of a good customer support training program. Don’t forget to give (and take) feedback.

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Customer Support Education Feedback Construction 88

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.

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SaaS Enterprise Customer retention Upselling 74

Kayako

JULY 27, 2017

As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would be one of them, huh? But this is your life as a manager developing a SaaS customer support model that scales. 5 Metrics that shape your SaaS customer support model. What can it tell you?

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Metrics SaaS Surveys Enterprise 80

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?

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SaaS Sales Enterprise Feedback 63

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. Reach out via Email.

Feedback 74

Feedback Benchmark Surveys Analytics 74

TeleDirect

FEBRUARY 3, 2025

24/7 Customer Support In an era where customer expectations are higher than ever, businesses must provide round-the-clock support to stay competitive. The best inbound call centers offer 24/7 availability , ensuring: Customers can get help at any time of day or night. Managing user onboarding and troubleshooting.

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outsourcing Call Center Healthcare CRM 62

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

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B2B Customer Experience B2C SaaS 114

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Going into support is now considered a valid career choice. The Five Elements of a Perfect SaaS Support System , by Emeric Ernoult.

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Customer Support Self service Multi-channel support SaaS 45

Callminer

AUGUST 1, 2017

They don’t do anything else except maybe monitor a few calls and give some feedback. Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Feedback loops are imperative to success. Bill Dettering.

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Contact Center Call Center Average Handle Time Real estate 334

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.

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SaaS B2B Education Metrics 66

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.

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B2C Feedback B2B SaaS 150

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Customer satisfaction and feedback surveys.

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SaaS Journey mapping B2B Upselling 113

ProProfs Blog

APRIL 17, 2020

Keeping that in mind, we’ve decided to help you learn the different metrics that would allow you to create effective strategies that not only gives you an edge in the market but also retain your existing customers. In this thorough guide, you’ll come across: Different SaaS customer success metrics. 1: Customer Churn Rate. #2:

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Metrics Customer retention SaaS Surveys 142

CSM Magazine

MARCH 26, 2024

But developers are instrumental in shaping customer experiences that can make or break the success of a SaaS product. In this guide, we’ll explore strategies that SaaS developers can implement to enhance customer satisfaction and forge lasting relationships with their user base.

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SaaS Customer Experience Construction Analytics 52