ShepHyken

DECEMBER 6, 2019

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. Unfamiliar with the concept of waiting, customers want their problems solved now with minimum effort from their side.

Customer Support 136

Customer Support Personalization SaaS Analytics 136

ShepHyken

MAY 11, 2018

Keeping that in mind, and the power of video, interactive support in the form of how-to videos have become very popular in recent times. To kill two birds with a single bullet, you can opt to create such videos, not only as support tools but also to drive your marketing and brand equity to decimate the competition.

Customer Service 271

Customer Service B2B Customer centricity SaaS 271

JivoChat

JUNE 19, 2022

Explainer videos can be a useful tool when you communicate with your customers. Visualizing something can make it easier for our brain to comprehend a question, so you will help your customers to solve problems in a simpler way. What is an Explainer Video. What is an Explainer Video. Types of Explainer Videos.

Customer Support 75

Customer Support Scripts Education Surveys 75

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?

SaaS 83

SaaS Customer Service Best practices Customer Support 83

AWS Machine Learning

MAY 9, 2024

The software as a service (SaaS) platform offers out-of-the-box solutions for life, annuity, employee benefits, and institutional annuity providers. In this post, we describe the development of the customer support process in FAST incorporating generative AI, the data, the architecture, and the evaluation of the results.

Engineering 129

Engineering Customer Support APIs Government 129

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.

B2B 88

B2B SaaS Education Brand ambassadors 88

Win the Customer

NOVEMBER 11, 2016

These are some of the SaaS solutions that you can utilize to establish and grow your knowledge base. Like previously mentioned software solutions, it is used for creation of FAQ pages, online support, knowledge base, phone support and video tutorials. There are three different plans for customers out there.

SaaS 89

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.

Education 52

Education Upselling SaaS Self service 52

aircall

FEBRUARY 2, 2018

Loom — Quick and Easy Video Tutorials. Create a short — 10 min or less — video, give it a title, and send the shareable link. Videos are all recorded (and watched) in browser. The only downside is the free plan only lets you keep videos for a set number of days, but depending on usage, a paid plan might work well for your team.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

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

Totango

MAY 27, 2022

Product-led growth (PLG) has emerged as one of the best strategies for selling SaaS software. SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth. Why Are SaaS Businesses Opting for Product-led Growth Strategies?

SaaS 126

SaaS Customer retention Sales Marketing 126

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Video content and ads.

B2B 122

B2B Journey mapping SaaS Upselling 122

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

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. Collaborate with your team.

Customer Support 88

Customer Support Education Feedback Construction 88

CSM Magazine

NOVEMBER 27, 2024

This includes FAQs, how-to guides, video tutorials, and community forums – these all add layers of support that allow users to find answers on their own. This approach can be particularly useful in complex industries like SaaS or online consulting services, where customers might need detailed guidance.

Customer Service 52

Customer Service Self service Metrics Chatbots 52

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. Demonstration videos. Video chat. Social media posts.

SaaS 113

SaaS Journey mapping B2B Upselling 113

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

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

Nicereply

SEPTEMBER 9, 2019

In this article, let’s re-imagine how you present your support channels to create a low-effort, highly-personalized experiences without context switching. Where are your customers? If you offer a mobile app and a SaaS platform, the answers are different than if you produce a retail product or an IoT device. Use your data.

Customer Support 65

Customer Support SaaS Customer effort Customer centricity 65

ShepHyken

OCTOBER 24, 2022

In short, companies must balance technology and human-to-human experiences, otherwise, they risk creating the connection that gets customers to want to come back. Why Do Customers Love Certain Brands? Dan Gingiss) Why do customers love certain brands but not others? Is brand love random, based on the latest viral video?

Customer Service 140

Customer Service B2C B2B SaaS 140

aircall

NOVEMBER 4, 2016

Computer telephony integration enables video and conference calling, whisper coaching, and file transfers. Helping your own customers succeed benefits your business, so your provider must display similar investment. The right provider will keep their SaaS model up to date and proactively provide you with the tools you need.

Customer Support 83

Customer Support Interactive Voice Response Call Center Automatic Callback 83

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

AskNicely

OCTOBER 18, 2015

Wipster is a fast growing SaaS business delivering their intuitive video review and approval platform to thousands of users across global brands such as Tesla, Shimano and Shopify. Wipster is obsessed with customer happiness. How Wipster Drives Customer Happiness.

Feedback 60

Feedback SaaS Marketing Sales 60

CSM Magazine

MARCH 31, 2023

You can’t afford to let antiquated customer service workflows slow you down or get in the way of delivering an exceptional customer experience. That’s why many customer-centric companies are turning to automation, using SaaS (Software as a Service) tools and processes to give their customer service teams a leg up.

SaaS 52

SaaS Customer Service Coaching CRM 52

CSM Magazine

APRIL 13, 2021

If you want your SaaS startup to grow, you need to understand data and have solid marketing knowledge, all with the purpose of making your software more attractive to your target customers. In this article, we’re offering a list of all the components you need in order to scale your SaaS startup. Create Valuable Content.

SaaS 52

SaaS B2B Self service Analytics 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

ProProfs Blog

JULY 10, 2019

Technology plays a major role in the future of customer support. 10 Changes Technology Will Bring to Customer Service in Future. SaaS Leads the Changes. SEO Will Play a Greater Role in Customer Support. Customer Support Technology Will Be a Competitive Differentiator. SaaS Leads The Changes.

Technology 79

Technology Customer Service SaaS Customer Support 79

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

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. It is trusted by 92% of consumers. How a CSAT survey can look like. Image by Retently.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

CSM Magazine

FEBRUARY 19, 2025

Today’s business world is global, and with it comes a significant yet rewarding challenge for many companiesoffering top-notch multilingual customer service. Your customers arent restricted by borders, and your customer support shouldnt be either. The answer lies in multilingual customer service software.

Customer Service 52

Customer Service CRM APIs SaaS 52

CSM Magazine

JULY 2, 2020

These are first translated by sophisticated Neural Machine Translation, and then the global Unbabel community of human translators double-check the results to ensure accuracy and emotionally intelligent customer support. Speed, accuracy and authenticity are key factors for success in customer service.

SaaS 98

SaaS Entertainment CRM Customer Service 98

Fonolo

FEBRUARY 16, 2021

Intelligent Visual Support for Call Centers. Although it’s unlikely that customers will ever want two-way video conversations (where they can see the agent and the agent can see them), there is a growing need for agents to see what customers see, particularly SaaS or software products.

Call Center 134

Call Center Technology Gamification Contact Center 134

ChurnZero

MAY 26, 2021

You will have the opportunity to learn from thought leaders and key decision makers in the field, and become one yourself, by staying current with every advancement in the Customer Success industry. . Future of SaaS. You’ll also get to know SaaS experts all over the world! . Customer Success Around the Web.

SaaS 86

SaaS Best practices Analytics Metrics 86

Totango

MARCH 8, 2022

Joining a customer success community usually is a simple matter of registering, but some communities may require administrator approval to join. Any individual or company can start a customer success community. Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts.

Best practices 122

Best practices SaaS B2B Marketing 122

TeamSupport

SEPTEMBER 29, 2020

They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationships. CIO Review: In your interactions with customers, what sense do you get of the challenges they face now in the CRM space and how is TeamSupport?

B2B 89

B2B CRM Morale Customer Support 89