Amity

OCTOBER 3, 2016

Yet, this is often of the hardest points in an implementation for both customers and SaaS providers. There are all kinds of technical, organizational, and user adoption risks that need to be addressed. Your company understands your SaaS system inside and out because you conceived and built it BUT the customer does not.

SaaS 76

SaaS Technical Support Customer centricity Sales 76

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

Kayako

DECEMBER 22, 2016

‘Customer support’ appears cooler because it has been popularized by new technologies and software. This can be understood in the context of SaaS (software as a service) and other tech companies. Customer support best describes teams dedicated to supporting customers with products and services that need ongoing technical support.

Customer Support 103

Customer Support Customer Service SaaS Technical Support 103

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? SaaS Customer Success Tool.

SaaS 71

SaaS CRM Advertising Analytics 71

VirtualPBX

OCTOBER 2, 2019

Let’s take a deeper look at the key concepts of SaaS, PaaS, IaaS. Software as a Service (SaaS). You cannot fix your cloud computing problems in-house, and some providers do not offer around-the-clock technical support. Software as a Service – SaaS. Examples of SaaS. Platform as a Service (PaaS).

SaaS 13

SaaS Engineering voip CRM 13

TeleDirect

FEBRUARY 3, 2025

Providing customer support for travel-related inquiries. Technology and SaaS Delivering 24/7 technical support for software and hardware products. Travel and Hospitality Managing reservations and cancellations. Offering emergency assistance during travel disruptions. Managing user onboarding and troubleshooting.

outsourcing 62

outsourcing Call Center Healthcare CRM 62

Amity

OCTOBER 21, 2016

As SaaS companies transition into the customer maturity phase of their business, the opportunity arises to proactively secure customers for life by providing them with a superior experience while reducing or avoiding the impacts of many of the pitfalls and challenges of a growing company.

Technical Support 87

Technical Support SaaS Accountability Sales 87

Totango

SEPTEMBER 6, 2022

For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. In this article, we’ll cover the essentials of QBRs and how to make them work for your SaaS business. What Makes a Great QBR?

SaaS 113

SaaS Technical Support Benchmark Accountability 113

JustCall

NOVEMBER 27, 2022

Predictions and Challenges in lead Scoring for SaaS Enterprises. In 2022, the SaaS space’s annual growth rate is expected to surpass 17%. Surveys show that SaaS is viewed as the most important technology to help achieve business goals. Clearly, the future looks bright for SaaS companies. What is SaaS Lead Scoring?

SaaS 52

SaaS Enterprise Sales Best practices 52

TeamSupport

JULY 20, 2020

“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.” And failure to deliver adequate support can negatively influence the same.

Customer Support 98

Customer Support B2B Technical Support SaaS 98

Amity

SEPTEMBER 6, 2018

As SaaS companies transition into the customer maturity phase of their business, the opportunity arises to proactively secure customers for life by providing them with a superior experience while reducing or avoiding the impacts of many of the pitfalls and challenges of a growing company.

Technical Support 75

Technical Support SaaS Accountability Sales 75

Amity

MAY 6, 2014

De-Risking the First 90-Days for Your SaaS Customer. Yet, this is often of the hardest points in an implementation for both customers and SaaS providers. There are all kinds of technical, organizational, and user adoption risks that need to be addressed. Pam looks at CSM from the perspective of the tools and platforms CSMs need.

SaaS 48

SaaS Technical Support Customer centricity Sales 48

TechSee

JANUARY 25, 2023

[link] Curtis Woods, Director of Technical Services Curtis is the Director of Technical Services for Fresenius Medical Care North America , responsible for a nationwide field service organization, the technical training program, and a 24 / 7 technical support call center.

Automotive 41

Automotive Management Enterprise B2B 41

SmartAction

MARCH 1, 2022

What is Software as a Service (SaaS)? Software as a Service (SaaS) is a term many of us have heard. Within the SaaS model, there are two types of SaaS. Within the SaaS model, there are two types of SaaS. Vertical SaaS is a software as a service focused on a specific industry. Scalability is simple.

Management 76

Management SaaS Virtual Agent Automotive 76

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 52

SaaS Metrics Accountability Technical Support 52

Totango

JANUARY 22, 2024

. – Chris Dishman, SVP of Customer Success, Totango Expansion will become a top growth driver for recurring revenue companies For a while, expansion has been overlooked as a driver of SaaS growth. For many companies, the CSM role has become a catch-all for various tasks – from renewals and billing to technical support.

SaaS 100

SaaS Enterprise Engineering Technical Support 100

Help Scout

SEPTEMBER 2, 2021

In contrast, the tier 2 team supporting a retail product may handle lower priority bugs, dispute resolutions, or triage, as their skills are less about product knowledge and more about service experience. In our examples below, we’ve chosen to use a SaaS (software as a service) product that helps users build and design websites.

Technical Support 103

Technical Support Engineering APIs Education 103

Amity

SEPTEMBER 5, 2018

But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows. Let your Technical Support Specialists handle actual technical issues. It’s a well-oiled machine – but is it perfect?

Technical Support 80

Technical Support Upselling Accountability SaaS 80

aircall

FEBRUARY 2, 2018

Especially at SaaS companies, support often means assisting customers “hands-on,” but house calls are simply out of the question (I need not enumerate the reasons why). GoToAssist lets your technical support representatives — literally — take control of the client’s computer.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

Callminer

AUGUST 1, 2017

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). Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. Bill Dettering.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ChurnZero

AUGUST 25, 2020

Jay Nathan, Higher Logic Jay ( @jaynathan ) is Chief Customer Officer at Higher Logic , a leading SaaS-based online community and communications software. Previously Jay founded Customer Imperative, a consultancy focused on B2B SaaS, which eventually developed the Gain Grow Retain customer success leadership community.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

Amity

DECEMBER 18, 2014

As SaaS companies transition into the customer maturity phase of their business, the opportunity arises to proactively secure customers for life by providing them with a superior experience while reducing or avoiding the impacts of many of the pitfalls and challenges of a growing company.

Technical Support 48

Technical Support SaaS Enterprise Accountability 48

Nicereply

JULY 13, 2021

Peter Muir is the Manager of Technical Support at Dejero. Regis Eloi is the former Director of Customer Support at Salsify. They provide B2B SaaS solutions for brands and manufacturers globally. Susana de Sousa is the Senior Manager of Support at Loom. For hardware products, there are always challenges.

B2B 98

B2B B2C SaaS Technical Support 98

Nicereply

APRIL 6, 2021

She has spent nearly 25 years delivering, defining, and leading customer care and support experiences – from the front line in a heated call center to remote, highly technical teams. Antonio King is Head of Support at Veho. Craig Stoss is a Senior Leader in Customer Experience, a writer, and a podcaster.

Technical Support 95

Technical Support SaaS Coaching Consulting 95

Taylor Reach Group

NOVEMBER 17, 2017

Video can enable easier customer authentication, increased emotional connection to customers, provide insight into technical support challenges and allows for more interactive services. Web RTC, the underlying enabling technology, is increasingly available in SaaS and CCaaS solutions eliminating barriers to deployment.

Customer Support 63

Customer Support Self service Technical Support Chatbots 63

ROI CX Solutions

AUGUST 29, 2024

Both services play an important role in keeping your business running smoothly, and while those roles might appear similar from the outside in, both are necessary steps in the larger process of solving the variety of technical problems that crop up in any organization past a certain size. So whats the difference? Or are they the same?

Technical Support 52

Technical Support outsourcing Business Process Outsourcing Self service 52

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Policy decisions, aversion to change, uncoordinated resources and third-party systems are just a few of the examples of items outside of your direct control as a SaaS provider and a CSM.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? You’ve probably read your fair share of information online about Customer Success.

SaaS 66

SaaS Metrics Accountability Technical Support 66

Amity

MARCH 3, 2014

But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows. Let your Technical Support Specialists handle actual technical issues. It’s a well-oiled machine – but is it perfect? It’s probably pretty close.

SaaS 57

SaaS Technical Support Upselling Accountability 57

Amity

MARCH 5, 2014

CRM technology was positioned as organizing, automating and synchronizing sales, marketing, customer service and technical support. If you are a SaaS 2.0 Lincoln Murphy has a several blog posts on SaaS – this one focusing on competing in crowded markets really hits home on how easy it is for customers to sample many but buy few.

CRM 48

CRM SaaS Technical Support Sales 48

CustomerSuccessBox

AUGUST 31, 2021

In a SaaS, measuring customer engagement allow you to get a comprehensive look at how your customer feels about your product. This is where a SaaS Customer Engagement model as an organizational process comes into the picture. Most importantly, It also tells the likelihood of the customer turning into a long-term user.

SaaS 59

SaaS Technical Support Feedback Accountability 59

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

Amity

JULY 25, 2016

But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows. Let your Technical Support Specialists handle actual technical issues. It’s a well-oiled machine – but is it perfect?

Technical Support 59

Technical Support Upselling Accountability SaaS 59

Amity

MARCH 19, 2014

Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. WHAT is SaaS Customer Success? You’ve probably read your fair share of information online about customer success. C ulture & Leadership.

SaaS 54

SaaS Metrics Accountability Technical Support 54

CSM Practice

FEBRUARY 1, 2021

Support resources (eg: technical support, CSM, knowledge base, etc.). At CSM Practice we elevate SaaS companies profitable growth through customer retention and expansion selling strategies. Expectations. Roles and responsibilities (vendor and customer). Product overview. Validate desired business outcomes.

Technical Support 76

Technical Support Sales SaaS Metrics 76

aircall

FEBRUARY 26, 2018

2 cloud-based call center software by GetApp, the premier research and review site for businesses exploring SaaS solutions. On the support side, our representatives track first call resolution rates, CSAT Scores (via Zendesk), and missed call volume. A Category Breakdown. Aircall was recently ranked the No.

call center software 59

call center software Call Center First call resolution Technical Support 59

CustomerSuccessBox

JUNE 12, 2021

Both of these are vital roles that a company, especially one in the Saas industry, cannot do without. TAM focuses on technical support and the CSM focuses on the client’s business goals and strategies. appeared first on The Customer Success Blog for B2B SaaS from CustomerSuccessBox.

Accountability 52

Accountability Management SaaS Upselling 52