Help Scout

SEPTEMBER 2, 2021

Triaging technical tickets and bugs before they are sent to our engineering team. Advising new users on appropriate implementation of technical products. Developing new strategies and building internal processes that help make your support team's work easier. Training team members on how to resolve technical issues.

Technical Support 103

Technical Support Engineering APIs Education 103

Help Scout

SEPTEMBER 28, 2021

We also have in-house interviewer training that everyone must go through before they interview candidates — we want our team to be crystal clear about how to give a great interview, how to listen for solid answers, how to minimize unconscious bias, and how to write useful feedback.

Engineering 126

Engineering Feedback Technical Support Surveys 126

AWS Machine Learning

MAY 7, 2024

Tasks such as routing support tickets, recognizing customers intents from a chatbot conversation session, extracting key entities from contracts, invoices, and other type of documents, as well as analyzing customer feedback are examples of long-standing needs. In this example, you explicitly set the instance type to ml.g5.48xlarge.

Engineering 120

Engineering Chatbots Technical Support Best practices 120

Hodusoft

APRIL 2, 2025

The calls and messages could be for billing queries, technical support, or general customer service. After getting the results, visit the top websites on the first search engine result page. Introduce the Solution to Your Team and Seek Feedback After getting the free demo, introduce the solution to your team.

Contact Center 52

Contact Center Interactive Voice Response contact center solutions Morale 52

TechSee

APRIL 3, 2018

Solutions include voice of the customer (VoC) closed-loop surveys that enable companies to take quick action based on customer feedback, as well as best practices for renewal management. The technology has proven especially effective in specific use cases, such as billing proofs and technical support.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

Totango

JANUARY 22, 2024

Most expect to see CS emerging as a growth engine. This is the moment for CS to rise to the occasion by focusing on securing retention and driving expansion, continuously working with customer results in mind, using adoption and feedback to drive advocacy, and embracing integration across the enterprise.

SaaS 100

SaaS Enterprise Engineering Technical Support 100

TechSee

JUNE 27, 2024

This is particularly valuable in scenarios such as remote technical support, where precise guidance is crucial. Closed Feedback Loop Visual Intelligence enables Sophie AI to visually confirm that the user has successfully completed each step, ensuring real-world process compliance with virtual instructions.

Contact Center 109

Contact Center Enterprise Chatbots Technical Support 109

TechSee

MARCH 13, 2018

The industry – as well as scientists, engineers, journalists and eager venture capitalists – were mostly disappointed when the results did not deliver on the expectations built up by the hype. The interconnection of humans with technology can be utilized to provide effective decision support during the agent-customer interaction.

Customer Service 95

Customer Service Chatbots Virtual Agent Technical Support 95

Taylor Reach Group

AUGUST 28, 2017

Most, if not all Contact Centers, technical support or customer service operations will access a knowledge-base. Initially, the KB may reside across disparate databases requiring multiple searches, or a single search engine configured to search multiple sources. Building concise correct entries in the KB is only the first step.

Management 80

Management CRM Engineering Technical Support 80

Tethr

JULY 11, 2019

Lutron’s contact centers feel less like the “factory floor” model you see in most companies and more like a knowledge work environment similar to what you’d see in a marketing, finance or engineering department. Customers are over-surveyed, and they just aren’t willing to take the time to provide detailed feedback to companies anymore.

Contact Center 76

Contact Center Government Surveys Scripts 76

CSM Magazine

FEBRUARY 16, 2023

Product Manager Product managers are responsible for planning, developing, launching and managing their organization’s product lines or services on a daily basis through research into market trends, customer feedback and competitor analysis reports as well as coordinating departmental efforts across marketing departments when necessary for successful (..)

Technical Support 52

Technical Support industry standards Engineering Accountability 52

delighted

MAY 18, 2021

We sat down with Ellie Peterson, from the Delighted Customer Concierge team, to learn how Delighted’s CX experts utilize the platform for enhancing their own product and feedback program. We assist with everything from technical support and troubleshooting to programmatic best practices. How do you share feedback?

Feedback 54

Feedback Surveys Technical Support Benchmark 54

IdeasUnlimited

JANUARY 6, 2021

Propelling this explosive growth are the twin engines of an exceptional product and 24/7 customer service through IdeasUnlimited. While TravelWifi’s internal team handled day hours, IdeasUnlimited took on night coverage 7 days a week for customer support, tier 1 technical support, and order processing. Billing support.

Wireless 52

Wireless Technical Support Customer Support Morale 52

IdeasUnlimited

JANUARY 6, 2021

Propelling this explosive growth are the twin engines of an exceptional product and 24/7 customer service through IdeasUnlimited. While TravelWifi’s internal team handled day hours, IdeasUnlimited took on night coverage 7 days a week for customer support, tier 1 technical support, and order processing. Billing support.

Wireless 52

Wireless Technical Support Customer Support Morale 52

Nicereply

MARCH 13, 2020

Harvey Port, Technical Support. Using white space in emails: Dear Support, . Thank you for your feedback. I am having trouble with our company’s feedback not getting through to our Nicereply app. Never is this more true than in customer support. Let me know how that goes! Please revert back.

APIs 101

APIs Accountability Customer Support Technical Support 101

Kayako

DECEMBER 17, 2015

Mercer Smith-Looper ( @mercenator ) Support Engineer, Trello. Johnathan Lyman ( @theejl ), Senior Technical Support Lead, Zephyr. Sukhpreet Kaur, ( @sanand_24 ), Technical Support Consultant, Kayako. your support team equals one person), it’s important not to impose unrealistic deadlines.

Management 60

Management Technical Support Customer Support Coaching 60

Amity

JANUARY 30, 2019

They are the advocates of your customer base and provide critical feedback on your product, service and industry trends. A core pillar in most organizations is technical support and it’s important to evaluate what model is best for your organization. CS Architects / Engineers.

Education 61

Education Engineering B2C Technical Support 61

AWS Machine Learning

AUGUST 3, 2023

As always, AWS welcomes feedback. in Biomedical Engineering from RWTH Aachen university, Germany, with a focus on Medical Imaging. He provide technical support for customers through their AI/ML journey on the AWS cloud. He has a PhD in Engineering from the Technical University of Munich, Germany.

APIs 77

APIs Scripts Engineering Technical Support 77

Kayako

DECEMBER 17, 2015

Mercer Smith-Looper ( @mercenator ) Support Engineer, Trello. Johnathan Lyman ( @theejl ), Senior Technical Support Lead, Zephyr. Sukhpreet Anand, ( @sanand_24 ), Technical Support Consultant, Kayako. your support team equals one person), it’s important not to impose unrealistic deadlines.

Management 48

Management Technical Support Customer Support Coaching 48

Vcaretec

APRIL 10, 2023

The outsourcing provider typically has specialized software and trained personnel to handle various types of customer inquiries, complaints, and technical support issues on behalf of the organization that hires them. Additionally, ongoing support should be provided to address any issues or challenges that arise.

outsourcing 52

outsourcing Call Center Best practices Advertising 52

CSM Practice

JANUARY 1, 2017

Finally, in my opinion, if you have a TAM (or a higher level of dedicated technical support) you should charge for it. In fact, they may be seething about your product and those support cases, but you won’t know about it until years down the line when they’ve engineered your product out.

SaaS 58

SaaS Metrics Accountability Best practices 58

ClientSuccess

FEBRUARY 21, 2017

Today, the customer success team at SalesLoft includes technical support engineers and implementation leads, who help bridge the gap between sales and implementation of the platform. It’s important to respond to critical feedback as well as appreciate big wins in order to grow.

SaaS 40

SaaS Technical Support Sales Engineering 40

NICE inContact

JANUARY 18, 2018

Within the supply chain, feedback about product performance is extremely valuable – both for the company providing the interface to the customer (in order to accurately assess which products or partners are most successful), as well as to partners to help them improve their service or product provision.

Contact Center 49

Contact Center outsourcing Technical Support Call Center 49

JustCall

APRIL 5, 2023

Any issues that you may face while using them can be highlighted to the JustCall engineers and they will make sure to accommodate your requests or suggestions. 4 Does JustCall or Talkdesk Have a Better Customer Support System? Both Talkdesk and JustCall have strong customer support systems. How has it done so?

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Multichannel voip 52

Hodusoft

SEPTEMBER 18, 2024

Research customer feedback and reviews to gauge the software’s reliability and effectiveness. Evaluate Software Providers’s Support Services Evaluate the software provider’s support services, including availability, response times, and the quality of technical support.

Call Center 52

Call Center Contact center software Healthcare Contact Center 52

Spearline

MAY 8, 2019

With a background in technical support and operations, it’s been an interesting career move for him. Mike Palmer joined Spearline as CMO at the end of 2018. We recently sat down with Mike to find out a bit more about his career to date and how he ended up in a marketing role! Good day Mike! You have a techie background.

Marketing 40

Marketing Engineering Technical Support Big data 40

Hodusoft

JULY 11, 2024

Open a tab and type some high-intent terms in the search box of Google or your preferred search engine. Dozens of results will appear on the first search engine result page. For instance, ask questions about the scalability of the software as well as know what technical support the software provider can provide.

Telecommunications 52

Telecommunications voip Engineering Technology 52

Hodusoft

JUNE 7, 2024

In such time, the words of noted American business executive, chemical engineer, and writer Jack Welch ring true even after so many years. Outbound Communication Some also make outbound communication such as: Making sales calls Following up on customer inquiries Conducting surveys Providing proactive support 3.

Best practices 52

Best practices Call Center Omni-channel support Management 52

RichCall

SEPTEMBER 13, 2017

The contact centre will support this by providing hints, tips, education and technical support. In addition, the contact centre will also become a powerful resource for finding out what customers think of companies, and for capturing sentiments, feedback, needs and wants. Colin Taylor. Teresa Cottam.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

SmartKarrot

JUNE 9, 2022

Ensure their teams deliver efficiently in alignment with key partners in Sales, Product, and Engineering. Drive value for customers by helping them achieve their business and technical outcomes. Develop relationships with customers at all levels, including engineers/users, as well as executives.

Upselling 19

Upselling Engineering Technical Support Metrics 19

SmartKarrot

NOVEMBER 14, 2022

As a Director of Customer Success, you will create efficient processes for managing all pre- post-sales technical support; including phone & e-mail support, lab-based troubleshooting, knowledge database, and interface with CRM. Work cross-functionally with engineering to deliver unified business goals.

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

SmartKarrot

JANUARY 12, 2023

Report on key metrics to drive success in user support and in the development of strategies to scale. Work with the global support and training team to share best practices and create a virtual team community. Document user feedback for product solutions, working directly with the development team. Apply here: [link].

Technical Support 19

Technical Support Best practices Engineering Upselling 19

JustCall

APRIL 5, 2023

Further, businesses that find their preferred integration missing can contact the JustCall engineering team to request a new integration. Finally, the customer and technical support teams are readily available to assist customers in deriving more value from JustCall implementation. Unfortunately, 8×8 misses out on this front.

Interactive Voice Response 52

Interactive Voice Response Contact Center APIs Analytics 52

JustCall

MAY 1, 2023

This feedback is then recorded in the analytics dashboard to assess agent performance. They will do their best to accommodate you. Limited integrations with the availability the base plan offering only Google and Outlook contact integrations. which are some of the well-known, though less preferred JustCall competitors, as seen below.

Interactive Voice Response 52

Interactive Voice Response Enterprise Call Logging CRM 52

SmartKarrot

OCTOBER 13, 2022

Presenting the product roadmap, allowing for 360° feedback to make sure the products and customer expectations are consistently aligned.? As a customer advocate, you will also partner with internal teams outside of Customer Success such as Product, Sales, Support, Engineering, and Marketing.? Apply here: [link].

Customer advocacy 19

Customer advocacy Technical Support Feedback Education 19

SmartKarrot

NOVEMBER 18, 2021

Establish process and procedures for cross-team collaboration, e.g., between customer success and sales, engineering, and product. Be a point of excellence and escalation within the broader customer success and support team; when a challenging new question arises, be someone your colleagues can turn to for help. Apply here: [link].

Technical Support 19

Technical Support Best practices Metrics Feedback 19

SmartKarrot

MARCH 20, 2023

coordinating closely with Solution Consulting, Support, and Engineering on client demands. Customer feedback on product improvements and/or gaps should be provided to Product Management to help improve customer experience. Handling the goals for expenses and income (renewal, upsell, and expansion).

Upselling 19

Upselling Enterprise Technical Support Finance 19