Totango

SEPTEMBER 22, 2022

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. Here we’ll guide you through the essential SaaS tools you need for business growth. What Are SaaS Tools? Customer success.

SaaS 71

SaaS CRM Advertising Analytics 71

Taylor Reach Group

NOVEMBER 17, 2017

With Customer Experience being a crucial factor in business operations, comes the importance of optimizing Customer Support and forecasting trends. Recently I was asked to contribute to an expert round-up on the top customer support trends to look for in 2018. Click to tweet this image. Click to tweet this image.

Customer Support 63

Customer Support Self service Technical Support Chatbots 63

LiveChat

APRIL 18, 2017

Most business owners don’t bother thinking about the difference between customer support and customer service. If you use Google to search for customer support, you’ll get results that include the term service, too. Some customer service experts will tell you to use the term you like.

Customer Support 55

Customer Support Customer Service Technical Support Consulting 55

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

ROI CX Solutions

DECEMBER 3, 2024

Many companies outsource some or all aspects of customer support to concentrate on their core business operations without shortchanging their customers. If youre ready to turn your customer experience into a competitive advantage, this article will cover the top 12 customer service outsourcing services.

outsourcing 52

outsourcing Customer Support Telemarketing Technical Support 52

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

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

Callminer

AUGUST 1, 2017

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). Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. Bill Dettering.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

JustCall

MARCH 9, 2023

Whether it’s comparing customer care vs. customer support or customer support vs. customer experience, all these terms are used interchangeably (and wrongly so). What is the Difference Between Customer Service and Customer Support? ” The short answer?

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

Nicereply

JULY 13, 2021

For this article, I spoke with six customer support and success leaders from various industries with different product offerings so they can share techniques you can use to make your team successful. Peter Muir is the Manager of Technical Support at Dejero. Regis Eloi is the former Director of Customer Support at Salsify.

B2B 98

B2B B2C SaaS Technical Support 98

Nicereply

APRIL 6, 2021

Ever wondered how you can get to lead an entire customer support department as a Head of Support? To learn more about how to become Head of Support and what can help to get there, we asked three heads of support with over 50 years of combined experience for tips on how to be promoted to that position.

Technical Support 95

Technical Support SaaS Coaching Consulting 95

Kayako

OCTOBER 13, 2016

In 1989, Ron Muns founded the Help Desk Institute, a professional association with the mission to serve the industry by focusing on innovating technical support. The Help Desk Institute advocated providing a place where employees could receive technical support relating to their organization’s IT infrastructure.

Personalization 81

Personalization Customer Service outsourcing Technical Support 81

ROI CX Solutions

AUGUST 29, 2024

Both services play an important role in keeping your business running smoothly, and while those roles might appear similar from the outside in, both are necessary steps in the larger process of solving the variety of technical problems that crop up in any organization past a certain size. So whats the difference? Or are they the same?

Technical Support 52

Technical Support outsourcing Business Process Outsourcing Self service 52

CSM Practice

FEBRUARY 1, 2021

Roles and responsibilities (vendor and customer). Support resources (eg: technical support, CSM, knowledge base, etc.). Customer’s definition of success (this may be slightly different than what you get from sales so you’ll need to verify). Expectations. Product overview. Validate desired business outcomes.

Technical Support 76

Technical Support Sales SaaS Metrics 76

aircall

FEBRUARY 26, 2018

2 cloud-based call center software by GetApp, the premier research and review site for businesses exploring SaaS solutions. On the support side, our representatives track first call resolution rates, CSAT Scores (via Zendesk), and missed call volume. 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

NobelBiz

MAY 25, 2023

When evaluating API documentation for a SaaS purchase decision, it’s important to look for clear and detailed documentation that covers all aspects of the API, including authentication, endpoints, parameters, and response formats. In addition to their past performance, inquire about the vendor’s ongoing support services.

call center software 98

call center software Call Center APIs Contact Center 98

ROI CX Solutions

DECEMBER 5, 2024

Helpware Helpware, established in 2015 and based in Kentucky, offers customized outsourcing solutions with a focus on creating specialized teams for customer support, back-office operations, and technical support. Helpware caters to startups but has grown to serve the needs of enterprises.

outsourcing 52

outsourcing Call Center Technical Support B2B 52

NobelBiz

MAY 16, 2023

To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud. A hosted contact center is a software-as-a-service (SaaS) solution that allows you to outsource your call center operations. How Can Hosted Contact Centers Improve Agent Performance?

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

ChurnZero

OCTOBER 22, 2020

These solutions are also relevant to companies with customer experience programs, and can be used to fill the gaps within their existing sales, marketing and customer support processes.”. When it comes to customer retention, there’s business-altering revenue at risk.

CRM 59

CRM Customer retention Technology Best practices 59

Netomi

JANUARY 5, 2022

Flavio is the VP of Operations and Customer Support at DigiCert, Inc., He authored the Customer Success book for Wiley! He helps SaaS companies grow by taking full advantage of the SaaS business model and unique distribution methods this model allows. . Customer Service Leaders: Nate Brown. Flavio Martins.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Practice

FEBRUARY 1, 2021

Roles and responsibilities (vendor and customer). Support resources (eg: technical support, CSM, knowledge base, etc.). Customer’s definition of success (this may be slightly different than what you get from sales so you’ll need to verify). Expectations. Product overview. Validate desired business outcomes.

Technical Support 40

Technical Support Sales SaaS Metrics 40

NobelBiz

MAY 16, 2023

To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud. A hosted contact center is a software-as-a-service (SaaS) solution that allows you to outsource your call center operations. How Can Hosted Contact Centers Improve Agent Performance?

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

JustCall

APRIL 9, 2024

JustCall is also one of the only SaaS companies that provides all three dialer types —– auto dialers , predictive dialers , and dynamic dialers. Our system boasts cutting-edge features designed to empower sales and customer support teams. For customer support Resolve customer issues quickly with smart call routing.

voip 40

voip Sales Scripts CRM 40

JivoChat

AUGUST 23, 2021

Like most SaaS platforms, Shopify offers subscription-based pricing for their software. The strong user base and dedicated following mean there’s lots of support/documentation available. Supports a wide selection of payment processors and gateways. Requires more customization for wholesale and B2B merchants.

Enterprise 52

Enterprise Sales B2B B2C 52

SmartKarrot

JANUARY 5, 2023

Contribute technical knowledge and perspective to the customer support team and drive diagnosis and troubleshooting for technical support and user issues. Successfully onboard, and help customers define and achieve their adoption success criteria by providing proactive recommendations.

SaaS 19

SaaS Technical Support Enterprise Feedback 19

SmartKarrot

JUNE 21, 2022

Collaborate with peers and Infogrid leadership to define the operating model for Customer Success Managers within the broader account teams. Drive growth in Infogrid’ installed base of customers through the strategic engagement of lighthouse accounts deepening the use of Infogrid SaaS platform to increase.

Enterprise 3

Enterprise SaaS Technical Support Accountability 3

SmartKarrot

NOVEMBER 9, 2022

Be the voice of the customer and feedback to the business on what the users like and dislike about the product. Role: Customer Success Manager – SaaS Location: Greater Sydney Area, Australia (Hybrid) Organization: Carter Murray As a Customer Success Manager, you will help clients get the most out of the platform and products.

Real estate 19

Real estate Consulting Consulting SaaS 19

SmartKarrot

MARCH 14, 2022

Evaluate and potentially implement improvements to the escalation processes for customer support issues. Foster and drive a culture of customer-centricity across the company. Develop a deep understanding of the SaaS industry and the needs of our customers. Coach and develop team members with a hands-on approach.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Bhavika Kochhar is an Enterprise Customer Success Manager, Americas, at Algonomy. Anika Zubair.

Chief Customer Officer 21

Chief Customer Officer SaaS Coaching Customer centricity 21

SmartKarrot

JULY 27, 2020

Customer satisfaction surveys are nothing but the sets of questionnaires designed for your customers to answer through which you can understand what they think of your product, brand and customer support. When it comes to customer satisfaction, you can not rely on your own subjective opinion.

Surveys 19

Surveys Best practices Feedback Technical Support 19

SmartKarrot

MAY 15, 2020

The role of a Customer Success Manager (CSM) has now been a subject of rapid expansion in any software as a service (SaaS) company. Though, this role started out on a simpler ground; promising a keen transformation of customer engagement from an orthodox ‘reactive’ to a rather ‘proactive’ mind-set. Yes, you heard that right!

Management 10

Management SaaS Technical Support Upselling 10

SmartKarrot

NOVEMBER 10, 2020

As a VP of Customer Success, you will define and implement strategies to improve customer experience and efficiently scale the team to address the needs of a growing and diverse customer base in order to minimize customer churn.

Technical Support 10

Technical Support Enterprise Government SaaS 10

SmartKarrot

MAY 29, 2020

If the customers are not satisfied, the specialist implements different ways to improve certain areas so that the churn rates are decreased. Primarily, software-based companies such as SaaS companies employ customer success specialists, which provide technical support to customers. Read on to get the answer!

SaaS 10

SaaS Accountability Technology Management 10

SmartKarrot

MARCH 17, 2021

Ensure the quality of support provided by the technical team in the areas of remote support, training, and implementation, as well as the quality of ongoing machine post-development. Provide top-tier technical customer support for the most complex technical problems.

Technical Support 10

Technical Support SaaS Accountability Best practices 10

SmartKarrot

MAY 21, 2021

Real-Time Applications of AI in Customer Success. Automated Customer Support and Chatbots: Today, you will barely find an online site that does not feature its instant 24×7 live chatbot option. These assistants have helped customers get their queries resolved within fraction of seconds.

Chatbots 12

Chatbots Entertainment Analytics Technical Support 12

SmartKarrot

SEPTEMBER 24, 2020

There could be chances that a customer is getting frustrated from your customer service. The frustration with the issue from your product gets magnified when faced with poor customer support. Most of the companies outsource their support function to third party service vendors located in a different country.

Customer centricity 10

Customer centricity Construction Technical Support Consulting 10

Netomi

FEBRUARY 28, 2022

“Pixalate has a reputation for being hyper focused on customer success, and I’m eager to build upon that strong foundation as we continue international expansion.”. Anastasia Zdoroviak – Director Customer Experience, DoorDash. Gemma Cipriani-Espineira – Chief Customer Officer, Chili Piper. Connect with Amanda.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64