ChurnZero

JANUARY 20, 2021

Jonas Rasschaert, PieSync’s Customer Success Manager, pointed to three things that make PieSync’s Customer Success strategy thrive. Taking a “helicopter view” and occasionally a step back from the Customer Success strategy to see what can be improved. This is called upselling.

SaaS 98

SaaS Upselling B2B Metrics 98

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. For example, a dedicated account manager and phone support for our highest value customers. What a fantastic model!

Sales 111

Sales Customer Experience Upselling Self service 111

TechSee

DECEMBER 2, 2020

This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells. Visual assistance technology is a powerful tool for technical support, but it can also help address other customer inquiries, deliberations, and bureaucratic issues.

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

ProProfs Blog

DECEMBER 16, 2020

Studies also suggest that 79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. You will have to come up with strategies that will help your support team manage live chat during the holiday season.

Management 147

Management Chatbots Sales Upselling 147

Fonolo

OCTOBER 4, 2022

Just as the name sounds, skills-based call routing is a strategy that passes incoming calls to the agents who are best suited to handle the caller’s queries. In this case, the call would be routed to technical support. If an agent effectively upsells in every sales call, this likely indicates a stronger proficiency in sales.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

Vcaretec

JUNE 6, 2022

In today’s digital age, where your competitors are only a click away, customer loyalty is one of the most vital aspects to any retail strategy. Customer support representatives need to also have support, in the form of human resources, IT, and care analysts ready to on-board, offer technical support, and monitor your care analytics.

Customer Care 97

Customer Care Technical Support Upselling Analytics 97

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. . Finally, because this is a customer-facing tool, we won’t be using it to document internal strategies for engaging and growing a customer account. Executive Sponsor: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

Outsource Consultants

JANUARY 21, 2025

At Outsource Consultants, we’ve seen firsthand how this strategy can transform businesses. This post will explore the benefits, challenges, and key considerations of outsourcing your e-commerce customer support. This strategy has gained significant traction in recent years, with the global e-commerce market projected to reach $6.48

outsourcing 67

outsourcing Call Center Brand ambassadors Consulting 67

Global Response

FEBRUARY 13, 2022

Product or technical support. For advanced technical support, inbound call centers may use tech systems to route the caller to advanced IT support. Most businesses could benefit from an inbound call center to provide consistent customer service and technical support. General Inquiries.

Call Center 62

Call Center Telemarketing Technical Support outsourcing 62

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. They now demand more satisfying and empowering work experiences.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Outsource Consultants

JANUARY 8, 2025

Selecting BPO partners that can seamlessly integrate with your company culture and provide multilingual support when necessary will help ensure success. The next step in implementing a successful call center BPO strategy involves carefully selecting the right partner. Billion in 2023 and projected to reach US$500.1

Call Center 67

Call Center outsourcing Business Process Outsourcing Average Handle Time 67

Ansafone

AUGUST 22, 2022

Well, the main function or goal behind this strategy is ensuring exceptional customer service is delivered at all times. Here are a few helpful services; Sales and Product Support : Live agents can help answer product questions, which generally leads to an increase in sales and upsells. The Advantages Explained.

Call Center 62

Call Center Contact Center Technical Support Upselling 62

CustomerSuccessBox

JUNE 12, 2021

Also, they are responsible to ensure that the customers renew their contracts, upsells, and cross-sells for the company, hence, ensuring consistent revenue for the company. They are often responsible for getting as many upsells and renewals as possible. CS ops managers provide prudent support to the CS team by-.

Accountability 52

Accountability Management SaaS Upselling 52

Global Response

JULY 10, 2023

With a mostly young and college-educated workforce, call center agents in the Philippines bring a high level of education and technical literacy to their work, making it easier to staff technical support call lines and other more specialized roles. Cultural Compatibility with Western Countries.

Call Center 62

Call Center outsourcing Technical Support Education 62

NobelBiz

MAY 25, 2023

This system enables businesses to gain a complete view of their customers, aiding in personalized customer interactions and more effective marketing strategies. By analyzing customer data across multiple channels and touchpoints, CDPs can also help businesses identify trends and patterns that can inform marketing and sales strategies.

call center software 98

call center software Call Center APIs Contact Center 98

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

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

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

ClientSuccess

OCTOBER 2, 2019

An Account Manager (or AM for short) goes after existing customers with the goal of renewing, cross-selling, and upselling the company’s product. This new landscape has required new strategies in generating customer loyalty, satisfaction and retention — even as the customer goals and metrics evolve. Defining the Role of a CSM.

Accountability 47

Accountability Management Upselling SaaS 47

Global Response

MARCH 13, 2024

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. Regularly gather and analyze customer feedback to understand their needs and adjust strategies accordingly.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

Amity

JANUARY 30, 2019

An additional aspect of your CS strategy that is important to evaluate is your structure. How will you support your organization in achieving your definition of Customer Success? Considering your CSM coverage model and how to incorporate 1:1 vs 1:Many touches should be well thought out in your strategy as well.

Education 61

Education Engineering B2C Technical Support 61

NobelBiz

SEPTEMBER 26, 2023

Key Elements to Personalize in Your Phone System Call centers have long been the bridge between businesses and customers, handling everything from technical support to sales. Cross-sell and Upsell Opportunities: Based on customer history, promote relevant products or services.

Personalization 59

Personalization Interactive Voice Response Customer Experience First call resolution 59

ROI CX Solutions

DECEMBER 3, 2024

Key Takeaways Tailored outsourcing services : Offers customer support options, from basic answering services to complete customer experience strategies. Flexible pricing options : Pricing can be adapted based on the amount and level of support and services needed.

outsourcing 52

outsourcing Customer Support Telemarketing Technical Support 52

Anexa BPO

OCTOBER 15, 2021

And the terms that are interchangeable with customer service – customer support and customer care – actually bring their own specifics into the customer journey. Is this type of response currently built into your CX strategy? As a twenty-year veteran in the customer service outsourcing industry, Anexa follows the data.

outsourcing 40

outsourcing Brand ambassadors Customer Service Technical Support 40

Lumoa

APRIL 28, 2024

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. You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Sign up for a demo today.

Feedback 78

Feedback Consulting Consulting Enterprise 78

IdeasUnlimited

JULY 28, 2022

With the advent of technology and the world-wide web, support representatives need to handle more complex issues including but not limited to providing technical support. Today, call centers are handling much more technical questions and problems whereby the escalations and interactions with the agents have changed in nature.

Customer Service 59

Customer Service Virtual Agent Call Center Abandon rate 59

Global Response

MAY 1, 2023

Some services that may be offered by inbound call centers are: customer service and support full-service help desk multilingual support technical support order taking appointment setting customer chat and multichannel support omnichannel support Almost every company who sells a service or a product will need some support for inbound calls.

Call Center 62

Call Center Multichannel virtual call center outsourcing 62

CustomerSuccessBox

NOVEMBER 2, 2021

There are two ways you can pull off a successful onboarding: Low-touch Onboarding : A very hands-off onboarding strategy. A Customer Success Manager (CSM) job is to build relations with the customer strong enough that opportunities of upsell and retention organically present themselves. You share educational materials on the product.

Sales 52

Sales Upselling Engineering Customer retention 52

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

SmartKarrot

MARCH 21, 2022

Contribute to team strategy for new customer onboarding and customer growth/renewal to ensure ongoing customer success. Support People.ai Help develop the customer engagement playbook across the customer lifecycle, from kick-off to EBRs, enablement, and renewal/upsell/cross-sell. Provide technical support for customers.

Upselling 19

Upselling Technical Support Metrics Customer retention 19

SmartKarrot

JUNE 9, 2022

Develop a strategy around enhancing lifetime value of the customers for existing community solar business and planned expansion into new product offerings. Work with the Sales Director to drive ARR growth through upsell, cross-sell and price increases. Provide technical support for customers.

Upselling 19

Upselling Engineering Technical Support Metrics 19

OctopusTech

SEPTEMBER 9, 2023

You will get a deep understanding by which you can make an informed business decision on whether this strategy matches your business needs. In addition to this, they are also trained in upselling techniques. By using proper strategies, our call center professionals enhance the working methods to drive great results.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Balto

JANUARY 30, 2025

Their extensive knowledge base and 24/7 technical support further bolster user confidence. Dynamic Campaign Management: Easily customize workflows for retention, upselling, or win-back campaigns. Pros: Focused on customer retention and re-engagement strategies. out of 5 on G2.

call center software 52

call center software Call Center Multichannel Coaching 52

SmartKarrot

SEPTEMBER 19, 2022

Setting clear growth and retention strategy for the assigned market segment. Manage a portfolio of accounts with a focus on renewals and upsells conversations. Maximize adoption by interfacing with the customers, advising them on best strategies and seeing value in their investment.

Upselling 19

Upselling Technical Support Accountability Coaching 19

SmartKarrot

FEBRUARY 21, 2023

Use appropriate data and a data-driven strategy. Apply here: [link] Role: Director of Customer Success Location: San Diego, CA, United States (On-site) Organization: TOOTRiS As a Director of Customer Success you’ll Create and put into action customer success strategy. commercial expertise in upselling and/or renewals.

Upselling 19

Upselling Technical Support SaaS Consulting 19

SmartKarrot

JANUARY 17, 2023

Assist the team in executing growth and optimization strategies for the customers. Upsell services and continue to prove company value to customers. You will be responsible for upsells, cross-sells, and retention and continues to manage customer relationships. Actively promote the value of company products. Apply here: [link].

Upselling 19

Upselling Technical Support Consulting Consulting 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 the commercial partnership team to form the partnership strategy. Ensure all partners are supported and enabled to deliver best-in-class NPS experiences to the shared clients.

Real estate 19

Real estate Technical Support Consulting Consulting 19