Peter Lavers

NOVEMBER 16, 2017

This change has been complemented by the move to purely digital products in some categories e.g. music downloads, ebooks / enewspapers / emagazines, movie streaming, SaaS. Neither will you if you’ve (perhaps unintentionally) established a set-up where channels have different management, objectives, culture, agencies, and service levels.

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative.

Call Center 561

Call Center Metrics Contact Center Wait times 561

CSM Magazine

OCTOBER 13, 2021

From a CX perspective that means teams will have to handle disruption as a fact of life, while dealing with increasing levels and complexities of demand, customer expectations of immediacy and constant channel shift. Without change, agents will be unable to balance all of that with specialised service levels. They will struggle.

Customer Service 98

Customer Service Healthcare SaaS Chatbots 98

ProProfs Blog

JANUARY 24, 2019

Deploying a service desk software hosted in the cloud is prudent. Software-as-a-service (SaaS) connects agents with different teams wherever and whenever they are online. SaaS-based customer support tools are highly cost-effective and need no dedicated infrastructure.

Customer Service 68

Customer Service SaaS Customer Support Service level 68

inSided

OCTOBER 2, 2019

So we're clear: The need to facilitate effective customer self-service, in B2C and B2B organisations, is a non-negotiable. That said, it's fair to say that it becomes even more critical in B2B SaaS companies, where increasing customer engagement, and retention, are (or should be!) at the forefront of your overall business goals.

Self service 67

Self service B2B SaaS Gamification 67

Callminer

AUGUST 1, 2017

This will improve campaign performance overall including agents’ service levels. 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). Bill Dettering.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ClientSuccess

JANUARY 25, 2021

The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors. Additionally, asking a customer to participate in customer marketing initiatives can provide an additional personal touch for customers who may be feeling a little down about their service levels.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 95

Contact Center Engineering Calibration Coaching 95

CSM Practice

JANUARY 1, 2017

Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs. In the SaaS case, they’re “renting” your solution.

SaaS 58

SaaS Metrics Accountability Best practices 58

Comm100

SEPTEMBER 23, 2021

Besides, automation of communication channels eases the burden on your customer service agents. It’s also crucial for you to train new agents and create Service Level Agreements (SLAs) for the synchronous use of the live chat platform and phone calls.

Customer Service 98

Customer Service Chatbots APIs Benchmark 98

LiveChat

JUNE 25, 2018

In this post, we’ll look at 3 SaaS tools that can help businesses connect better with their customers in this era of endless options. A help desk software solution can efficiently automate the complete cycle of resolving your customer’s issues or service requests accurately and proactively.

SaaS 28

SaaS Self service Customer Support Customer Experience 28

Talkdesk

MAY 28, 2019

Improving the Call Center Outsourcing Customer Experience Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. I like to tell folks that our product is customer service.

outsourcing 70

outsourcing Call Center Customer Experience Best practices 70

Amity

JUNE 11, 2018

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Hire 1 or 2 CSMs – they will be quickly saturated but this will at least get you started.

Customer retention 91

Customer retention Strategic Value SaaS Sales 91

Amity

DECEMBER 22, 2014

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Investment Considerations for #CustomerSuccess #SaaS Click To Tweet.

SaaS 64

SaaS Customer retention Strategic Value Sales 64

ChurnZero

JANUARY 3, 2020

As we started scaling the team, we implemented a Service Level Agreement (SLA) where we said our goal was to provide a first reply time within one hour during business hours in the U.S. For subscription businesses (and SaaS companies in particular) customer success is not just “nice to have”; it’s essential. and Europe.

SaaS 64

SaaS Metrics Engineering Feedback 64

ClientSuccess

FEBRUARY 15, 2021

Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . As a customer success professional in 2021, you understand the critical importance of strong, lasting customer relationships.

Benchmark 59

Benchmark Upselling SaaS Customer centricity 59

JustCall

MARCH 16, 2021

JustCall is a leading product of SaaS Labs , a digital product company that builds B2B products for businesses around the world. JustCall users can view live call activity, call analytics, service level analytics, number & team analytics, and a lot more! Comprehensive Call Analytics Dashboard.

Interactive Voice Response 69

Interactive Voice Response Biotechnology Analytics call center software 69

Outsource Consultants

MARCH 2, 2025

A SaaS company might require specialized agents for technical troubleshooting and user assistance. A provider with a robust workforce management system can maintain service levels during fluctuations. Frequently Asked Questions (FAQs) on Outsourced Call Center Services 1. What process do they use to train new agents?

call center solutions 67

call center solutions outsourcing Call Center Average Handle Time 67

Customer Service Life

MAY 20, 2019

Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. I like to tell folks that our product is customer service. Outsourcers have an immense pool of customer service and customer experience talent and experience.

outsourcing 69

outsourcing Customer Experience Contact Center Best practices 69

Kayako

MARCH 9, 2017

Senior Technical Advocate, Kushal Sharma, has given webinars on Service Level Agreements (SLAs), which are a useful tool for achieving good customer service at Kayako. It may even take your work and service to a higher level. In a B2B SaaS company, a big part of your job is educating customers about your products.

Customer Service 71

Customer Service Engineering Coaching Self service 71

ChurnZero

OCTOBER 14, 2022

Sooner or later, if you’re in Customer Success at a growing SaaS company, you’ll need to undergo a book shift. While every company is different, the SaaS business lifecycle follows a pattern. The way our organization was set up was typical for our SaaS lifecycle stage, optimized for product edition and contract value.

SaaS 52

SaaS Accountability Enterprise Service level 52

Education Services Group

JULY 20, 2021

I’ve worked with a company that faced challenges with being both global (multi-language support needed, but also major cultural differences in engagement expectations) and also being initially a commodities company before building out a SaaS solution.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

Totango

NOVEMBER 5, 2021

Can you share the main differences in the expected service levels for LATAM customers vs. US customers? What may work for SaaS, may not work for another industry. MH : In our opinion, it doesn’t matter where the customer is located. Globally, we strive to give the same quality content to our customers throughout the world.

Journey mapping 115

Journey mapping Accountability Marketing Metrics 115

Education Services Group

SEPTEMBER 24, 2019

In today’s subscription-based SaaS world, it’s just as important to focus on keeping your existing customers as it is on acquiring new ones. When a SaaS customer comes up for renewal, one of three things can happen: You lose them to churn.

SaaS 45

SaaS Upselling B2B Service level 45

NICE inContact

JULY 12, 2019

This is why you need digital customer service software that can move with you. Digital customer service streamlines the process so your contact center agents can work more efficiently, and this way, no customer ever gets left out in the cold. SaaS technology is key for agility. 3) Problem: Adjusting KPIs.

Customer Service 54

Customer Service call center software Average Handle Time Call Center 54

ChurnZero

JUNE 27, 2023

Objective internal: Product usage, degree of utilization, engagement with high-value features, support tickets and service level agreement (SLA) concerns. In SaaS, your product, processes, and initiatives are always changing, and supporting content can go stale. Note: Click on image to enlarge.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

ProProfs Blog

OCTOBER 30, 2021

It equips the team with the data on whether the customers have liked or disliked the products and services – making room for further improvements. . Let’s illustrate with an example of a SaaS organization. Generally, consumer feedback is collected either via polls, surveys, or interviews. . But how can you do that?

Feedback 143

Feedback Surveys Customer centricity Metrics 143

VHT

OCTOBER 16, 2018

A cloud-based SaaS callback solution still offers callers alternatives to waiting on hold, while connecting with online visitors quickly and effectively, and creating meaningful connections with mobile users via SMS.

Abandon rate 96

Abandon rate Construction Contact Center SaaS 96

Amity

JULY 22, 2016

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Hire 1 or 2 CSMs – they will be quickly saturated but this will at least get you started.

Customer retention 57

Customer retention Strategic Value SaaS Sales 57

JustCall

MARCH 9, 2023

Such solutions help your business deliver quicker and higher quality services to customers without engaging too many call agents. Contact Center Software SaaS contact centers (cloud-based) also help you establish a calling facility with remote agents and completely eliminate the need for a physical space to house all your equipment.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Totango

NOVEMBER 5, 2021

Can you share the main differences in the expected service levels for LATAM customers vs. US customers? What may work for SaaS, may not work for another industry. MH : In our opinion, it doesn’t matter where the customer is located. Globally, we strive to give the same quality content to our customers throughout the world.

Journey mapping 91

Journey mapping Accountability Marketing Metrics 91

Talkdesk

MAY 28, 2019

Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. I like to tell folks that our product is customer service. Outsourcers have an immense pool of customer service and customer experience talent and experience.

outsourcing 40

outsourcing Customer Experience Best practices Scripts 40

OctopusTech

MARCH 1, 2023

Inbound call centers can be configured to address a wide variety of a brand’s sales, marketing, and customer service needs. Invest in your supervisors When inbound call centers are treated like cost centers, they typically run on very tight budgets.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells.

Upselling 52

Upselling Customer centricity Sales Accountability 52

ChurnZero

DECEMBER 16, 2022

Q: What are examples of customer incentives at both the individual and company level for milestones in the customer journey? Jason: The company ones are easier to track, and those can be more the financial or service level ones. They get this discount or this benefit if they do a certain thing by a certain time.

Metrics 98

Metrics Journey mapping Sales Accountability 98

Comm100

FEBRUARY 19, 2020

These are great VIPs for B2B businesses that provide a product or service that may not need to be purchased frequently, but that requires ongoing support. For example, a SaaS provider might have a high-spending customer with a large team who gets billed annually. Recommended for you: Complaining Customers Are Your Best Customers.

B2C 64

B2C B2B Advertising Accountability 64

Spearline

APRIL 13, 2023

The results of each test are delivered through our Voice Assure platform which is a SaaS-based graphic user interface (GUI) that can be accessed from anywhere in the world using a browser with an internet connection. Each was created to monitor for and help resolve a specific issue encountered by our customers.

Benchmark 52

Benchmark SaaS Enterprise Contact Center 52