Aspect

NOVEMBER 6, 2017

Don’t forget about the cost savings that comes with self-service capabilities that give students access to information and the ability to help themselves manage class schedules, sign up for activities, or access student resources. The post The Impact of SaaS on Education appeared first on Aspect Blogs.

Education 8

Education SaaS Self service Technology 8

Help Scout

JUNE 24, 2021

Getting someone to make a one-time purchase is difficult enough, but for SaaS companies that rely on repeat business, the task is even tougher. To help you make the right choice when it comes to tools, we’ve done some research to uncover the nine best help desks for SaaS companies. Key features to look for in a SaaS help desk.

SaaS 85

SaaS Self service CRM Analytics 85

ChurnZero

NOVEMBER 18, 2021

But in the SaaS world – where users rely on technology to make their life easier – if users have to fight to understand the tools that were purchased to help them, they can quickly lose faith in them. That’s why customer education is absolutely essential to preventing churn in SaaS businesses. Want to Increase Customer Loyalty?

Education 98

Education SaaS Real estate Self service 98

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. These methods may be used in both B2B and SaaS contexts. First, we’ll define what customer enablement is.

B2B 88

B2B SaaS Education Brand ambassadors 88

Mindtouch

MARCH 14, 2017

Self-service help materials are the most efficient way to achieve customer success, allowing your customers to onboard, train, support, and learn best practices—at their pace. Once a customer is able to self-serve and become an expert user of your product or service, they often become brand promoters, whether they realize it or not.

SaaS 77

SaaS Customer advocacy Self service Best practices 77

Callminer

OCTOBER 11, 2018

Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative. It is the percentage of customer questions that could/should be handled in self-service by the customer. In fact, many customers prefer self-service over waiting on a call or email for basic inquiries – they just don’t know how to do it.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Win the Customer

NOVEMBER 11, 2016

These are some of the SaaS solutions that you can utilize to establish and grow your knowledge base. This is another SaaS product that is aimed at customers who are in desperate need of creating and managing a knowledge base. The post What Are the Best SaaS Products for a Startup Company? appeared first on Win the Customer!

SaaS 89

SaaS Enterprise Self service Analytics 89

ShepHyken

JANUARY 27, 2017

Here are 4 technology solutions to help you manage your customer service more effectively: CRM Software. While investing in CRM seems like a no-brainer, the customer service modules are becoming more advanced. With BI, AI, and cloud-based SaaS apps, CRM software is adapting to your business, not the other way around.

Technology 242

Technology Customer Service Management CRM 242

AWS Machine Learning

NOVEMBER 7, 2024

In the first part of the series, we showed how AI administrators can build a generative AI software as a service (SaaS) gateway to provide access to foundation models (FMs) on Amazon Bedrock to different lines of business (LOBs).

Enterprise 106

Enterprise APIs Government Accountability 106

TeamSupport

JUNE 28, 2019

Here are a few reasons why SaaS customer onboarding is seeing a surge in popularity and why it’s valuable to software companies: Good onboarding reduces customer churn – Simply put, providing an inadequate onboarding experience increases the chance that customers will leave your business. Your SaaS customer support team.

SaaS 68

SaaS Morale B2B Feedback 68

CSM Magazine

NOVEMBER 27, 2024

Prioritize Self-Service Options According to a Zendesk survey , 75% of consumers say that self-service is a good way to address service issues, while 67% prefer self-service over speaking to a company representative.

Customer Service 52

Customer Service Self service Metrics Chatbots 52

ChurnZero

JUNE 17, 2022

This varies between high- and low-touch models but it includes things like leveraging the CSM, utilizing self-service resources, and leaning on the support team. We also know that our more tenured team member over here who does some of our more self-service onboardings is going to have a lot more.

Metrics 98

Metrics SaaS Surveys Self service 98

Amity

NOVEMBER 27, 2017

Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay. Non-SaaS companies need to look for industry-specific triggers that give a glimpse into the crystal ball of retention.

SaaS 71

SaaS industry standards Upselling Education 71

CSM Magazine

MARCH 28, 2025

Offer advanced reporting and analytics for insight into your service teams performance. Automate repetitive customer service tasks, improving efficiency and response times. Support self-service capabilities, like knowledge bases, to empower customers. Now, let’s get to the list.

Customer Service 52

Customer Service B2B Chatbots B2C 52

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. For B2B SaaS companies, a strong community is a key component to building great customer relationships. Additionally, 60% have solved a problem through a digital community, and 78% have engaged directly with brands at least once per quarter.

SaaS 52

SaaS Gamification B2B Metrics 52

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

Kayako

JULY 27, 2017

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. A lot of the structure of your SaaS support model can be built around the insights from your conversation volume. Use the right support metrics to lift your company’s SaaS model.

Metrics 80

Metrics SaaS Surveys Enterprise 80

Kayako

FEBRUARY 16, 2017

CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team. So how can we meet our customer’s self-service demands? 68% of SaaS/Tech companies have a well-placed search bar. Clear categories or topics?

SaaS 92

SaaS Self service Best practices Customer Support 92

Mindtouch

OCTOBER 12, 2017

The customer site is CAKE software for restaurant management and point of sale , a software-as-a-service (SaaS) product owned by the massive food service conglomerate Sysco. She understood that quickly onboarding new clients with a self-service experience increases renewals and decreases support costs.

Self service 48

Self service SaaS Analytics Sales 48

Aspect

OCTOBER 3, 2018

If you find yourself in this group, take a quick look at these must-haves a consumer engagement platform should include: All-In-One Platform with native Interaction Management, Self-Service and Workforce Optimization capabilities. Modern Self-Service. Delivery of New Features through Reliable Cloud Services.

APIs 107

APIs Self service SaaS Enterprise 107

Amity

DECEMBER 9, 2016

“It provides rich fodder for ServiceRocket to create content around real problems customers are facing that are barriers to doing their jobs—and it feels great to turn one support ticket response into a scalable self-service resource that will help many." " Stockpile testimonials and NPS ratings. Winning Headline.

Marketing 109

Marketing SaaS Sales Surveys 109

CSM Magazine

JANUARY 28, 2025

For example, a SaaS company might offer an in-app tutorial detailing their platform’s key features. By offering knowledge bases or self-service tools, you reduce the burden on your customer support team while ensuring customers can find quick and accurate resolutions.

Education 52

Education Upselling SaaS Self service 52

aircall

APRIL 16, 2021

SaaS software, also known as cloud-based software, has now gone mainstream, making it easy for teams to leverage all the software programs they need to work collaboratively, wherever they are. Let’s look specifically at how SaaS software can help sync your sales and support teams so they work together in perfect harmony.

SaaS 62

SaaS Sales Coaching APIs 62

Education Services Group

MARCH 24, 2021

It starts with creating a self-service environment. But first, in the age of DIY, what exactly is self-service? What’s self-service? DIY, or well, self-service as we call it, is the future of customer retention in SaaS. So how do you build a self-service environment?

SaaS 52

SaaS Self service Feedback B2B 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. Leverage Social Media.

SaaS 52

SaaS B2B Self service Analytics 52

Babelforce

DECEMBER 9, 2021

In this post: What is SaaS? What sets SaaS apart? How does SaaS add value to CX? CX strategies that SaaS makes possible. What is SaaS? SaaS stands for Software as a Service. It’s a cloud-based service that enables users to access internet applications via a web browser. What sets SaaS apart?

SaaS 52

SaaS APIs Contact Center CRM 52

ShepHyken

MAY 11, 2018

Rohit Prasanna brings about 14 years of digital marketing experience and has been an advisor to software start-ups in the mobile and SaaS areas. If yes, you are on the path to glory; if not, you will need to give it a serious rethink. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Service 260

Customer Service B2B Customer centricity SaaS 260

JivoChat

JULY 14, 2021

If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service? Why Is Self-Customer Service Important?

Self service 52

Self service Chatbots B2B Customer centricity 52

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. Speakers: Rob Belcher , Managing Director, SaaS Capital. This is also the first time SaaS companies have ever been tested in a down market. Q&A Recap.

SaaS 72

SaaS Metrics Surveys Customer retention 72

Interactions

OCTOBER 29, 2024

There are several ways to work with Gen AI and LLMs, from SaaS applications with embedded Gen AI to custom-built LLMs to applications that bring in Gen AI and LLM capabilities via API. To learn more about how AI is affecting contact centers both today and tomorrow, read our report Shaping the Future of Customer Care: Innovative Self-Service.

Contact Center 62

Contact Center APIs Analytics SaaS 62

TechSee

FEBRUARY 5, 2019

ROI is fundamental, as C-suite executives at leading service providers demand measurable returns from their outlay. SaaS suppliers must therefore evolve their customer-facing solutions, demonstrate greater value and delivering bigger wins for less. A greater pivot towards self-service is the natural outcome.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

CSM Magazine

APRIL 20, 2022

If you’re running a SaaS business, then customer service is probably one of your top priorities. In this article, we will discuss five tips that will help improve your SaaS customer service process. Follow these tips and you’ll be on your way to delivering excellent customer service! Final Thoughts.

SaaS 52

SaaS Customer Service Wait times Self service 52

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

aircall

AUGUST 29, 2022

Improve your self-service options. In fact, 86% of customers now expect online self-service options. Plus, self-service frees up your agents’ time for more urgent and high-impact support tickets. Make sure that your self-service strategy gives customers fast and easy access to the information they need.

Call Center 118

Call Center virtual call center call center software Self service 118

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. Why Digital Client Relationships are Crucially Important for SaaS Businesses.

SaaS 113

SaaS Journey mapping B2B Upselling 113

CustomerSuccessBox

FEBRUARY 28, 2022

The net revenue retention rate which you may also state as the net retention rate in SaaS businesses is an indicator that depicts the profits and the revenue earned by the business. For the cloud-scale applications, Datadog monitors the servers, tools, databases, and services, with a data analytics platform that is SaaS-based.

SaaS 52

SaaS Best practices Enterprise Customer retention 52

Cisco - Contact Center

AUGUST 3, 2020

For example, Virtual Agents for voice and chat are powered by Google Cloud CCAI and provide our customers with new ways of responding to their customers using AI-powered self-service technologies. With the rise of digital interactions, automated self-service has become the preferred method for consumers to interact with a business.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116