User Pilot

JULY 31, 2023

If so, you’re in the right place, as this article discusses 15 tools that are excellent alternatives to Intercom and will help you optimize customer service processes and deliver outstanding self-service support. Help Scout is a customer service software offering shared inboxes, live chat, and in-app messaging.

Social Media 81

Social Media SaaS Marketplace as a Service Communication 81

User Pilot

APRIL 30, 2024

Customer progress tracking can help you understand how customers make progress with your product. Zendesk : A customer service tracking software to stay on top of support tickets for each customer. Book a Userpilot demo today and see how we can help! So, without further ado, let's dive in!

SaaS 91

SaaS Sales Funnel Engagement Software 91

User Pilot

APRIL 21, 2024

TL;DR In-app support in SaaS refers to the service features that customers can use to receive help directly within the product interface, besides connecting with your customer service team. Use chatbots and ticketing software to share helpful resources with users quicker and reduce the need for human intervention.

Customer Support 86

Customer Support Software Review Systems Review Mobile 86

User Pilot

FEBRUARY 13, 2024

TL;DR Customer self-service software is any tool that can empower your customers to access help resources and troubleshoot issues independently. Good customer self-service portals help to: Answer customer queries instantly. Seven of the best software tools to choose from, along with their features and pricing. Offer 24/7 support.

Marketplace as a Service 52

Marketplace as a Service Software AI Search SaaS 52

Intercom, Inc.

NOVEMBER 24, 2020

The features combine to allow for sophisticated ticketing workflows behind the scenes, but with all the advantages that make our Messenger so popular with customers. For a long time, online customer support has revolved around issuing tickets, with help desk software primarily designed to keep track of long, multi-digit reference numbers.

Customer Support 211

Customer Support Scale Data User Experience 211

Intercom, Inc.

MAY 13, 2022

Historically, customers were assigned case numbers or tickets they could then share with customer service representatives or support agents as they progressed through their journey to find a resolution. . The service industry, in particular, owes their CSAT success to a good customer service experience. Why is personal service important?

Underperforming Technical Team 129

Underperforming Technical Team Customer Support Technical Support Churn 129

BetterCloud

FEBRUARY 22, 2023

In this blog post, we take a closer look at the data to get a sense of the “state of the help desk” in 2023. Getting them right for every new employee (or employee who is moving internally) can lead to endless open tabs and numerous tickets when configurations and permissions need to change.

Headcount 52

Headcount Metrics Interviewing SaaS 52

User Pilot

APRIL 29, 2024

A smooth customer onboarding process is key for any SaaS company, and in-app help can be a real game-changer. A well-designed in-app help center will help users to get instant answers to common support questions thus enhancing and simplifying the onboarding process. Interested in delivering better in-app help without coding?

SaaS 52

SaaS Onboarding AI Search Mobile 52

BetterCloud

JUNE 16, 2022

For each group, among other things, our research explores: Frustrations that automation could solve How the help/service desk is loaded with automation opportunities Why the rise of zero-touch IT can help reduce your high IT turnover The biggest benefits automation has delivered so far How zero-touch IT is crucial to an organization’s future.

Underperforming Technical Team 59

Underperforming Technical Team Operational efficiency. Innovation Retention 59

BetterCloud

APRIL 6, 2022

We are excited to announce our newest platform integration with Multiplier , a Jira plugin that helps IT teams using Atlassian Jira Service Management (JSM) automate identity and access management workflows. In addition, customers can also choose to invoke any of BetterCloud’s native 800+ actions from 80 different SaaS applications.

Operational efficiency. 59

Operational efficiency. User Experience SaaS Management 59

User Pilot

JANUARY 15, 2024

TL;DR The fintech customer experience helps neobanks, cryptocurrencies, and blockchain wallets differentiate themselves from traditional financial institutions. It helps you understand how much effort a customer had to expend to complete their goal within your financial services ecosystem.

Blockchain 76

Blockchain Artificial Intelligence Onboarding Banking 76

Intercom, Inc.

JANUARY 31, 2023

It saves me having to read through blocks and blocks of emails or chats, which is not only a huge time saver for me, but also helps to highlight areas for improvement within the team. It’s also great if someone is out sick and the team needs to pick up their tickets. This feature lowers the friction of writing help documentation.

AI 188

AI Artificial Intelligence New CTO ChatGPT 188

BetterCloud

DECEMBER 17, 2021

Many user requests to IT originate in ticketing systems like Jira Service Desk. Integrating Jira Service Desk with BetterCloud reduces a significant amount of manual work and virtually eliminates the probability of human error. The Challenge. The Solution. Request a Demo.

Engineering 52

Engineering Onboarding SaaS 52

IT World

JUNE 21, 2022

If you are an Enterprise customer and have an issue with your work computer — whether in the office or remote — there should be a designated IT administrator or help desk for you. You either call the help desk or open a trouble ticket and someone gets back to you.

Enterprise 65

Enterprise 65

BetterCloud

JANUARY 20, 2022

As we’ve done in previous installments of our series on zero touch IT , let’s explore how you can optimize your onboarding process by leveraging BetterCloud’s integration with Zoho Desk. HR typically creates a ticket in an ITSM solution such as Zoho Desk. The challenge. Request a demo.

Headcount 52

Headcount Onboarding SaaS 52

BetterCloud

MAY 19, 2022

But we’ve written about it a lot, and we’ve done it because a zero-touch IT mindset can help you deliver a best-in-class experience and give IT valuable time back to focus on strategic projects. It doesn’t take a deep thinker to deduce that a zero-touch IT mindset reduced tickets from, say, 16 to 8. OK, I made that number up.

Onboarding 52

Onboarding SaaS Data Management 52

BetterCloud

JUNE 8, 2022

We’ve seen this first-hand at BetterCloud, where our IT team managed to reduce help desk tickets by nearly 50% thanks to zero-touch automations. Let’s dive into how you can automate some of your most common help desk tickets with BetterCloud and Freshservice. That’s it for our work in the Ticket Automator.

SaaS 52

SaaS Management 52

BetterCloud

DECEMBER 23, 2021

Today, let’s explore how you can automate many of these processes by integrating Halp and Jira Service Desk with BetterCloud. The user starts this process by taking extra time to navigate to their corporate ticketing system and filling out the details surrounding their request, only to submit without any idea when IT will get around to it.

Communication 52

Communication User Experience Software Management 52

User Pilot

JUNE 22, 2023

Show different modules based on user segments to provide relevant help and reduce information overload. Use a chatbot to help answer any frequently asked questions. Allocate tickets to the right customer service team member using NLP and AI to reduce ticket resolution time.

Customer Support 73

Customer Support Underperforming Technical Team AI Search Social Media 73

User Pilot

MAY 16, 2023

Ever wondered how you can implement contextual help that meets customers right at their point of need? Beyond the sprawling knowledge bases and ever-occupied support agents, UX patterns and in-app communication channels help you meet customers’ needs on demand. UX modals to offer proactive help in a single popup dialog box.

Payment Solutions 84

Payment Solutions Payments SaaS Payments Payment Services 84

BetterCloud

DECEMBER 12, 2022

In this article, we’ll answer the following questions to help you learn everything you need to know about zero-touch automation. How do I resolve help desk tickets with zero-touch automation? An automation-first mindset helps you visualize which IT processes could and should be automated.

SaaS 59

SaaS Data Strategy Management 59

BetterCloud

APRIL 21, 2022

All too often, they get buried under endless (digital) piles of help desk tickets. But can you use BetterCloud to automate help desk tickets? Using chatbots to resolve help desk tickets. Last year, our IT team resolved thousands of help desk tickets. Just kidding.

Onboarding 59

Onboarding Engineering Retention Marketing 59

BetterCloud

DECEMBER 20, 2022

Automation can help improve your security posture and reduce human error. Automation also helps eliminate misconfigurations. And by automating file or folder settings, automation also helps eliminate inadvertent sharing or exposed public links. Automation enables you to build a faster, more effective help desk.

Operational efficiency. 52

Operational efficiency. Scale Government SaaS 52

BetterCloud

OCTOBER 5, 2023

In a big world of possibilities, what else could BetterCloud help you automate in 2023? 3 Essential ways to go zero-touch in 2023 for automating IT Some of the biggest efficiencies you can get in automating IT tasks are found in automating good, old routine help desk tickets. All without so much as an IT ticket.

Onboarding 59

Onboarding SaaS Software Management 59

SaaS Metrics

JANUARY 25, 2021

Help desk software is designed to provide a customer with information and support regarding a company’s products or services. Help desk software is used to organize and track customer inquiries submitted externally. These inquiries become tickets, which can then be allocated to customer service agents.

Social Media 52

Social Media Communication Software 52

Intercom, Inc.

OCTOBER 13, 2022

For the past year, our product and engineering teams have been building game-changing features that will help you manage inbound support volume, make your work faster and easier, provide a high-quality customer experience, and help your customers get the most out of your product. Third, a new visual bot builder.

Banking 118

Banking Scale Machine Learning Artificial Intelligence 118

Buffer Resources

APRIL 25, 2024

I don’t know about you, but if a mailer is even remotely interesting, it will sit on my countertop or my desk until I act on it. Read on to learn how I worked with one of my clients, beef delivery service Perennial Pastures Ranch , to help them achieve 11.2

Branding 80

Branding Social Media Advertising Acquisition 80

BetterCloud

MARCH 22, 2023

He’s seen firsthand how IT’s challenges have evolved over the years, along with how BetterCloud has adapted to help solve them. There’s a pressing need for more efficient onboarding , offboarding , and help desk ticket resolution. Automation reduces ticket volume—and even prevents future tickets. Five years?

Finance 52

Finance Benchmarks Cloud SaaS 52

Neil Patel

NOVEMBER 30, 2020

These customer service software options will help you organize your company, whether you’re a startup or a seasoned business owner. Knowing your customers saves you money and helps streamline your customer service process. Live chat and chatbots save time and work to help customers in a way that’s convenient for you and your team.

Software Review 103

Software Review Software Systems Review AI Search 103

SaaStr

APRIL 10, 2020

And the journey took us to a conversation with over 30 CIOs and IT leaders and analyzing a bunch of their IT tickets before taking our first bit of capital. Bhavin Shah: The discovery was that there’s now about a billion knowledge workers worldwide, and each of those knowledge workers submits about one ticket a month.

Machine Learning 181

Machine Learning Artificial Intelligence Systems Review AI Search 181

BetterCloud

APRIL 12, 2022

In this article, we’ll answer the following questions to help you learn everything you need to know about zero-touch automation. How do I resolve help desk tickets with zero-touch automation? An automation-first mindset helps you visualize which IT processes could and should be automated.

SaaS 52

SaaS Data Strategy Management 52

Neil Patel

JANUARY 19, 2021

This type of software tool helps answer any doubts users have before they become paying customers. Choose the right solution for your business that helps you establish a loyal customer base and an efficient workforce–both of which will allow you to scale your business and achieve your goals sooner. What’s not to love, right?

Software Review 95

Software Review Software Scale Systems Review 95

Frontegg

NOVEMBER 29, 2020

Create quick transitions by issuing a ticket and offering a clear resolution channel. Clearly state your live chat, email, phone, contact form, social media and help desk ticket software in locations your users will be able to search for and find. Design your product around an intuitive and easy to use platform.

SaaS 98

SaaS Software Review Social Media Technical Review 98

Intercom, Inc.

OCTOBER 22, 2020

As the Chief Experience Officer at Officium Labs and the co-founder of CX Accelerator , a virtual community for customer experience professionals, Nate has over a decade’s experience helping business leaders and employees create powerful end-to-end customer journeys. Experience engineering.

Leadership 218

Leadership AI Scaling Engineering 218

BetterCloud

MARCH 16, 2023

More tickets, more open tabs… you get the picture. Employees will appreciate not having to worry about their logins and app access, and they’ll get used to doing their jobs alongside an IT staff that’s freed up to help them perform better, rather than one that’s always bogged down with tickets and wait times.

Sales Hiring 52

Sales Hiring Management Onboarding Sales Enablement 52

BetterCloud

NOVEMBER 16, 2022

71% of respondents have already automated at least one help desk process, like onboarding or password resets. To learn more about how BetterCloud can help you discover, manage, and secure your SaaS environment, request a demo. Carving out specialized automation teams is on IT’s roadmap too.

Trends 59

Trends SaaS Onboarding Enterprise 59

User Pilot

FEBRUARY 13, 2024

Wondering whether Userpilot or Help Scout is the best option for your SaaS company? This article is going to dive into the Userpilot vs Help Scout debate and try to answer a key question: Which is the better tool for user onboarding, as well as other use cases? Help Scout doesn’t offer such functionalities. Let’s get into it!

SaaS 52

SaaS Onboarding Customer Support Benchmarks 52