Global Response

FEBRUARY 13, 2022

Customer service is one of the main goals of an inbound call center, and may take the form of updating account details, initiating returns, listening to (and solving for) customer concerns or feedback, or answering other questions or concerns from current customers. Product or technical support. Inbound sales or upgrades.

Call Center 62

Call Center Telemarketing Technical Support outsourcing 62

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. That’s where customer experience platforms come in.

Feedback 78

Feedback Consulting Consulting Enterprise 78

CSM Magazine

AUGUST 31, 2023

Inbound call centers are responsible for handling a variety of customer inquiries, such as technical support, billing questions, order processing, and general customer service. This will help build a relationship and could lead to opportunities for targeted or tailored upsells.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

ChurnZero

JUNE 26, 2020

Additional fees for license types, implementation, training, and technical support can lead to unintentional price mix-ups and underestimates. How to Use and Improve Your Net Promoter Scores® – Learn how to approach customer feedback and address it effectively. .

Technical Support 98

Technical Support Accountability Upselling Sales 98

Global Response

MARCH 13, 2024

This requires robust tools to gather and analyze customer feedback and data. By outsourcing CX, your company gains access to the following: Customer support : Outsourced teams provide prompt and courteous support, effectively resolve issues, and maintain high customer satisfaction.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

NobelBiz

MAY 25, 2023

Increased Revenue Opportunities CDPs can increase revenue opportunities for call centers by providing more accurate and detailed customer profiles, which can help businesses identify new sales and upsell opportunities. 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

Outsource Consultants

JANUARY 8, 2025

A comprehensive cost-benefit analysis should factor in both direct costs (such as per-call or per-agent fees) and indirect benefits (like improved customer retention or increased sales through upselling). Implement a comprehensive QA program that includes regular call monitoring, performance reviews, and customer feedback analysis.

Call Center 67

Call Center outsourcing Business Process Outsourcing Average Handle Time 67

Amity

MAY 22, 2016

Understand their thought processes and incorporate their feedback into your plan for customer success. Outcomes of customer success have a direct impact on sales , marketing, product development and technical support to name a few, not to mention the bottom line. You don’t have a process.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

JustCall

APRIL 3, 2023

Since inbound calls are mostly customer-service based, they provide an excellent opportunity to build relationships and upsell/cross-sell company products. They could be cold calls to customers and prospects, a response to support requests, or a marketing call for the company’s new product or service. What are Outbound Calls?

Inbound sales 40

Inbound sales Telemarketing Technical Support Contact Center 40

JustCall

APRIL 4, 2023

Upselling and cross-selling : Unknown to many, inbound call center agents are also responsible for identifying opportunities to upsell and cross-sell products and services to customers, increasing revenue and promoting customer loyalty. This includes key product details, service offerings, pricing, and other relevant information.

Call Center 52

Call Center call center software Upselling Scripts 52

NobelBiz

JUNE 17, 2024

62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support. Customer Support BPO call centers provide customer support services, helping businesses manage customer inquiries, complaints, and technical support issues.

Call Center 52

Call Center outsourcing Telemarketing Technical Support 52

JustCall

MARCH 9, 2023

creating product documentation and associated resources, and so on Over to You There you go—while the difference between customer support and customer service may not seem much at first glance, the two are varying fields with contrasting end goals. What’s the difference between customer service and customer support?

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

CustomerSuccessBox

JANUARY 18, 2022

From this list, you can have your customer success or technical support team create an article that addresses these questions. You can set parameters to measure specific goals, identify customers to evaluate, and set a tentative timeline for customer feedback to receive once you have started those initiatives.

Self service 52

Self service Enterprise Analytics Technical Support 52

Global Response

MAY 22, 2023

Typically, these call centers focus on one of the following areas: customer service or support help desk services technical support order taking Inbound call centers vary in cost depending on the services needed and the location of the call center—for example, nearshoring is an affordable alternative compared to domestic call centers.

Call Center 62

Call Center outsourcing Benchmark Abandon rate 62

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. They should upsell seats and service levels. Therefore, it is critical to have a feedback mechanism and get customer feedback before the customer churns. customer churn data, account add-ons.

SaaS 58

SaaS Metrics Accountability Best practices 58

ChurnZero

OCTOBER 20, 2020

The types of services can be one time (for e.g. implementation, training, workshop) or can be ongoing (for e.g. ongoing training program, technical support services). I wanted to share some tips on successfully transitioning from a services-based organization to a core Customer Success offering, with services as an upsell opportunity.

Journey mapping 40

Journey mapping Calibration Upselling Consulting 40

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. Do you have cross-sell or upsell opportunities with your product?

Education 61

Education Engineering B2C Technical Support 61

Amity

JULY 28, 2014

Understand their thought processes and incorporate their feedback into your plan for customer success. Outcomes of customer success have a direct impact on sales, marketing, product development and technical support to name a few, not to mention the bottom line. You don’t have a process.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS B2B 48

Nicereply

NOVEMBER 13, 2023

These skills help reps guide customers towards better solutions as well as help achieve business objectives, such as upselling or cross-selling for better revenue and profitability. If you are in a technical support role, then you need deeper product knowledge.

Customer Service 59

Customer Service Technical Support Upselling Personalization 59

Balto

JANUARY 30, 2025

Their extensive knowledge base and 24/7 technical support further bolster user confidence. Real-Time Feedback: Offers immediate coaching insights for agents. Real-time feedback improves agent performance on the spot. Dynamic Campaign Management: Easily customize workflows for retention, upselling, or win-back campaigns.

call center software 52

call center software Call Center Multichannel Coaching 52

SmartKarrot

JUNE 9, 2022

Deliver feedback to Product and Engineering based on customer needs and requests. Work with the Marketing Director to execute a first-class digital retention strategy, ensuring not only low levels of customer churn but also revenue growth within upselling to existing customer base. Provide technical support for customers.

Upselling 19

Upselling Engineering Technical Support Metrics 19

SmartKarrot

MARCH 20, 2023

creating and carrying out chances for upselling and expansion. Handling the goals for expenses and income (renewal, upsell, and expansion). coordinating closely with Solution Consulting, Support, and Engineering on client demands. Promoting the use of AppZen by tracking usage and taking the right action.

Upselling 19

Upselling Enterprise Technical Support Finance 19

SmartKarrot

JUNE 1, 2023

Represent the customer’s voice to provide insight and feedback into key product and marketing processes through high touch relationships. To find value-added solutions and upsell chances, define the goals, problems, and needs of the customers. Create and sustain enduring, strong relationships with your customers.

Technical Support 19

Technical Support Upselling Feedback Sales 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

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. Establish both leading and lagging KPIs to enhance customer advocacy. Apply here: [link].

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

SmartKarrot

NOVEMBER 22, 2021

Provide high-level technical support to customers and collaborate with Support to escalate and resolve complex customer issues. Collaborate with Product on a quarterly basis to funnel customer feedback directly into the product development process. Work with the sales team to identify expansion opportunities.

Real estate 19

Real estate Technical Support Consulting Consulting 19

SmartKarrot

SEPTEMBER 19, 2022

Manage a portfolio of accounts with a focus on renewals and upsells conversations. Assist in the collection of customer feedback on social media platforms. Own retention and expansion sales engagement in alignment with sales and channel, including tracking renewals and aligning on upsell strategy with a retention focus.

Upselling 19

Upselling Technical Support Accountability Coaching 19

SmartKarrot

FEBRUARY 21, 2023

Expand the support organisation to offer worldwide, cross-product line, and multi-channel product assistance. commercial expertise in upselling and/or renewals. knowledge of market research, consumer feedback, and user requirements. Create scalable and effective delivery processes.

Upselling 19

Upselling Technical Support SaaS Consulting 19

SmartKarrot

MAY 27, 2022

Partner with the Sales organization to uncover and capitalize on upsell and expansion opportunities. Reactive duties include training, product support, and appropriate delegation when technical issues and feature requests arise. Maintain & gain knowledge of the languages & technologies supported by New Relic.

Technical Support 19

Technical Support Upselling Accountability Engineering 19

SmartKarrot

APRIL 22, 2022

Serve as the main point of contact and liaison between the customers and the rest of the Humn team providing insightful feedback, especially on the product. Taking responsibility for contract renewal and upselling. Liaise with supporting teams (technical support, professional services, billing, and more) on behalf of the clients.

Technical Support 19

Technical Support Upselling Coaching Accountability 19

SmartKarrot

DECEMBER 3, 2021

Scale and improve process and tools by up-leveling & implementing new tools that further critical areas of customer growth, such as KPI benchmarking, customer training and education, NPS surveys, and customer feedback. Identify opportunities and lead upsell/cross-sell deals from start to finish.

Customer advocacy 19

Customer advocacy Education Technical Support Finance 19

OctopusTech

SEPTEMBER 9, 2023

In addition to this, they are also trained in upselling techniques. This creates chaos and miscommunication in the operation as companies don’t get valuable feedback from outsourcing companies. They have a team of professionally trained experts who manage both high and low call volumes.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

NobelBiz

JULY 10, 2023

For example, while an AI system is on a call, it can simultaneously analyze the conversation, provide real-time feedback to the agent, and update the customer’s profile based on the conversation. They can alert agents about the customer’s previous concerns, their preferences, and potential upsell opportunities.

Contact Center 40

Contact Center Call Center Interactive Voice Response Chatbots 40

SmartKarrot

FEBRUARY 10, 2021

Be the voice of the customers internally, sharing process improvements, feedback, needs/issues into the internal ecosystem, contributing to achieve better solutions and drive growth. Manage the renewal process and identify upsell and cross-sell opportunities. Build strong relationships with your customers as a trusted advisor.

Upselling 10

Upselling Construction Technical Support Consulting 10

SmartKarrot

JUNE 3, 2021

Role: VP of Customer Experience Location: New York, United States Organization: Airtame As a VP of Customer Experience, you will hire, engage and retain top talent for the Customer Success, Technical Support, and Sales Engineering teams. Being on the lookout to spot and identify and/or upsell opportunities.

Technical Support 10

Technical Support Upselling Engineering Accountability 10

SmartKarrot

FEBRUARY 4, 2021

Apply here: [link] Role: Customer Success Manager (SMB) Location: Remote, OR, US Organization: Matterport As a Customer Success Manager, you will manage all post-sales activity for assigned SMB to Mid-Market customer segments through strong relationship-building, product knowledge, engagement planning, and upsell/cross-sell execution.

Technical Support 10

Technical Support Upselling Consulting Consulting 10

SmartKarrot

NOVEMBER 23, 2020

Responsible for the end-to-end process for capturing customer feedback and policy enhancements, working closely with internal departments to drive continuous improvement and enhance product offering & services. Provide demonstrations, training, technical support, and advice to customers throughout the life of their business with AUCloud.

Technical Support 10

Technical Support Accountability Upselling Feedback 10