Expert insights. Personalized for you.
Many SaaS businesses concentrate on offering an amazing product and then neglect customer support. They assume that when you have a great product, customers will always come back. In this guide, you will learn why SaaS customer support is so important, how to get started, and what metrics to use to track success. What is SaaS Customer Support? What is SaaS Customer Support? The reality is that unhappy customers are going to churn. MORE
Today I interview Sarah Hatter and we talk about creating an excellent customer support experience for your SaaS product. . Sarah is the founder and CEO of CoSupport, a business that has helped over 200 companies create excellent customer support experiences since 2011. . MORE
Companies that automate support are 4x more likely to see CSAT improvements, according to a survey we conducted with support leaders. Today, support teams are navigating an increasingly demanding support landscape. The fundamentals of support haven’t changed. MORE
The internet is moving more businesses and people online, and driving a huge increase in inbound support volume. Meanwhile customer expectations are rising – they expect better experiences and immediate support resolutions. The Conversational Support Funnel. MORE
The vital ingredient to running a successful SaaS business lies in recruiting an excellent customer support department. It’s all about ensuring that the customers receive the appropriate assistance at the right time with no delays. Efficient customer support implies an alleviation in customer churn. The post One-stop Guide for SaaS Customer Support Practices first appeared on SaaS Metrics. Blog SaaS Customer Support MORE
We all talk a good game about the customer being the most important thing in our business. But the truth is, as most companies scale, the customer can feel further and further away. Customer empathy is often one of the first things to suffer as companies grow from startup to scale-up. MORE
In the not-too-distant past, customer support was seen as a hassle, a cost that had to be borne but which was really just a tax on success. If it wasn’t for those pesky customers with problems, profits would be through the roof, right? COGS and the real costs of customer support. MORE
Your Software as a Solution (SaaS) company deserves to have high profits and a host of dedicated customers. In fact, the strength of your customer service is far more important for the success of your SaaS company than you may have considered. Here are some reasons why delivering top-notch customer support is necessary. When customer service. Blog customer support SaaS MORE
It’s the perfect storm that produces a swell of people who need to get in touch with customer support. In the midst of such a surge, it’s essential to get customers’ issues resolved quickly. I’m the Global Director of Customer Support. MORE
The answer: everyone in a SaaS company has to do a 2+ hour stint on customer support (chat, phone, whatever) once a quarter, minimum. While they used Adobe Sign / EchoSign ten times a day, they didn’t really see it from the customer side. I spent some time answering customer support calls this week, getting a better sense of what our customers are experiencing… pic.twitter.com/VEAhXkpT6A. Your customer support team may not appreciate it, 100%. MORE
The days of waiting several hours on hold to speak with a support or sales representative are now (mostly) over. Convenience, accessibility and speed are now the major factors dictating how businesses interact with customers and build those relationships. But fast, on-demand customer interactions can come at a cost. When you start supporting hundreds or thousands of your customers through real-time messaging, you run the risk of suddenly being not very personal at all. MORE
The customer journey from acquisition to retention has to be seamless. To create an effective and efficient sales funnel, your sales and customer support teams need to be well trained and in sync with each other. Benefits of involving your customer support team in sales. MORE
Since IBM coined the term “Help Desk” in the 1970s, customer support has come a long way. We’ve moved from call centers, to ticket-based helpdesks, to increasingly personal types of customer support. Over the past decade, one of the most popular (and personal) support channels has been live chat. However, having live customer conversations doesn’t come without its challenges. Self-service support right inside the Messenger. MORE
Modern customers expect quick, personal, and effective service. To provide this, you must understand how your customer experience stacks up against these expectations. Collecting concise metrics creates a rich tapestry of data to interpret and empathize with customer behavior. MORE
The wider global business scene is finally realizing what many successful companies have known for quite some time now: customer support is the face of your company. We wanted to know: what are the industry standards for support teams? How the support landscape is changing. MORE
The post Buying a Customer Support Platform? Customer SupportWe expose the mistakes most small businesses make when choosing software, so you can avoid them. Here Are 6 Mistakes to Avoid appeared first on Groove Blog. MORE
The post 20 Best Customer Support Tools: Our Favorite Budget-Friendly and Scalable Solutions for Growing Teams appeared first on Groove Blog. Customer SupportOur favorite tools for growing businesses looking to keep costs down and efficiency way up. MORE
Help center software empowers customers to find answers to their questions. The post Help Center Software: 5 Steps to Create Self-Service Resources for Customer Support appeared first on Groove Blog. Customer Support MORE
Customer support specialists are the voice of your company when customers have problems. Here’s how to build the customer support team you need. What does it take to build the right customer support team for your business? The post Customer Support Specialists and Beyond: How to Build (or Join!) the Customer Support Team You Need appeared first on Groove Blog. Customer Support MORE
The channels we use to communicate have shifted dramatically, and customer expectations for fast, personalized support are higher than ever. As a result, companies need to understand their customers and deliver to their high standards if they want to stay competitive. MORE
The challenges facing customer support leaders are more complex than ever. It can seem like an impossible balancing act – but customer support operations can help. What is customer support operations? This is where customer support operations comes in. MORE
Learn how to use your customer support software as a catalyst for growth. The post 10 Growth Opportunities Hiding in Your Customer Support Software appeared first on Groove Blog. Customer Support MORE
For years, our hiring strategy for the HubSpot customer support team was simple. When support reps were overwhelmed with the volume of work, we’d hire another one. This simplistic model of growth worked to get the support team to about 25 people. We had funding, an accelerating sales team and customer count, and awesome tech. Within one week of the business “growth storm” hitting, customer support was completely overwhelmed by volume. MORE
Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Customer Success vs. Customer Support: How They Differ and How They Intersect. MORE
Our best advice for smoothly transitioning your team to online customer support. The post Moving to Online Customer Support: 8 Tips to Ease the Transition appeared first on Groove Blog. Customer Support MORE
Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. The Difference Between Customer Support and Customer Success Teams. MORE
Here’s something you won’t expect a customer support platform to say outright: Gmail is awesome for customer support. In fact, a lot of customers who come to Groove were using Gmail for customer support in the past. What’s more, plenty of small businesses we talk to don’t actually need customer support software.) The post Gmail for Customer Support: 10 Best Practices You Need to Know appeared first on Groove Blog. MORE
As your business grows, having an excellent customer support team who can keep up is critical. Ramping up that support team, however, is easier said than done. If you don’t have a process or tools in place to help scale your support team, you’ll be reinventing the wheel each time you onboard a teammate – redirecting precious time and resources away from the customers you should be helping. MORE
Today, customer expectations are at an all-time high. Simultaneously, support teams are struggling with spikes in conversation volumes. A proactive customer support approach is the key to regaining control. What is proactive customer support? MORE
On a recent night out in London, Tristan Watson discovered the value of great customer support, when his bag full of electronics, video equipment and personal items was stolen from a pub. George, a Monzo support rep, replied in a few minutes and credited the funds back into his account instantly – all while Tristan was racing across town to track down the thieves. The difference between the customer experience with Monzo and the traditional card issuers was night and day.”. MORE
Learn how to create a knowledge base from the ground up that your customers will love. The post How to Create a Knowledge Base: Building Self-Service for Customer Support appeared first on Groove Blog. Customer Support MORE
104 How do you scale a support organization without breaking the budget or killing the quality of the customer experience? It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands. Our belief in a modern support model will never change, but we’ve spent a lot of time iterating on how best to scale our support. MORE
Today we’re announcing Intercom’s biggest ever launch, with more than 20 new features built to ensure you can provide prompt, personal support without sacrificing power or efficiency. Collectively these features transform Intercom’s ability to handle the most intricate customer issues. MORE
Gorgias recently did a very interesting deep dive on its 6,000+ customers for its help desk and contact center solution. Gorgias is 100% focused on e-commerce vendors, and not SaaS companies per se, but I suspect its data is pretty consistent with most folks using an online support tool. MORE
How we built a highly effective (and super lean) remote support team. The post How We Support 9,000+ Users With Only 2 Customer Team Members: 9 Tips for Remote Customer Support appeared first on Groove Blog. Customer Support MORE
The holidays are fast approaching, and for ecommerce businesses, that often results in significantly higher support volume for your team – which is set to further accelerate this holiday season due to the impact of COVID-19. Today’s customers overwhelmingly prefer self-service. MORE
Customer service teams that used to work together are […]. The post 5 Tips for Onboarding Your Team to New Customer Support Software appeared first on Groove Blog. Customer SupportUnder normal circumstances, moving your team to a new software system is taxing. MORE
Customer support and customer success can be confusing for both beginners and experts alike. Both customer support and customer success teams are important for your brand’s ongoing growth and success, and the roles share similar skill sets. Customer Support. MORE
We recently released more than 20 new features that make Intercom better at handling complex queries and therefore a better tool for offering world-class support at scale. This may have made procedural sense for companies, but the reality for customers is less than ideal. MORE
Eight ways we managed to save money, time, and customers by keeping support in-house. The post How We Avoid Outsourcing Customer Support (Plus 3 Tips If You Absolutely Must) appeared first on Groove Blog. Customer Support MORE
Customer Support Related Topics 
Groove HQ
JULY 20, 2020
Learn how to use your customer support software as a catalyst for growth. The post 10 Growth Opportunities Hiding in Your Customer Support Software appeared first on Groove Blog. Customer Support
SaaStr
APRIL 22, 2021
Gorgias recently did a very interesting deep dive on its 6,000+ customers for its help desk and contact center solution. Gorgias is 100% focused on e-commerce vendors, and not SaaS companies per se, but I suspect its data is pretty consistent with most folks using an online support tool.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Inside Intercom
APRIL 9, 2020
It’s the perfect storm that produces a swell of people who need to get in touch with customer support. In the midst of such a surge, it’s essential to get customers’ issues resolved quickly. I’m the Global Director of Customer Support.
Sales Hacker
MAY 10, 2021
The customer journey from acquisition to retention has to be seamless. To create an effective and efficient sales funnel, your sales and customer support teams need to be well trained and in sync with each other. Benefits of involving your customer support team in sales.
Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting
Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.
Groove HQ
JUNE 12, 2020
Eight ways we managed to save money, time, and customers by keeping support in-house. The post How We Avoid Outsourcing Customer Support (Plus 3 Tips If You Absolutely Must) appeared first on Groove Blog. Customer Support
Groove HQ
DECEMBER 17, 2019
Learn how to create a knowledge base from the ground up that your customers will love. The post How to Create a Knowledge Base: Building Self-Service for Customer Support appeared first on Groove Blog. Customer Support
SaaS Metrics
APRIL 23, 2021
The vital ingredient to running a successful SaaS business lies in recruiting an excellent customer support department. It’s all about ensuring that the customers receive the appropriate assistance at the right time with no delays. Efficient customer support implies an alleviation in customer churn. The post One-stop Guide for SaaS Customer Support Practices first appeared on SaaS Metrics. Blog SaaS Customer Support
Groove HQ
APRIL 28, 2020
Our best advice for smoothly transitioning your team to online customer support. The post Moving to Online Customer Support: 8 Tips to Ease the Transition appeared first on Groove Blog. Customer Support
Groove HQ
JULY 1, 2020
The post 20 Best Customer Support Tools: Our Favorite Budget-Friendly and Scalable Solutions for Growing Teams appeared first on Groove Blog. Customer SupportOur favorite tools for growing businesses looking to keep costs down and efficiency way up.
Natalia Luneva
DECEMBER 3, 2020
Today I interview Sarah Hatter and we talk about creating an excellent customer support experience for your SaaS product. . Sarah is the founder and CEO of CoSupport, a business that has helped over 200 companies create excellent customer support experiences since 2011. .
|
Groove HQ
JULY 15, 2019
Customer support specialists are the voice of your company when customers have problems. Here’s how to build the customer support team you need. What does it take to build the right customer support team for your business? The post Customer Support Specialists and Beyond: How to Build (or Join!) the Customer Support Team You Need appeared first on Groove Blog. Customer Support
Inside Intercom
APRIL 7, 2021
The wider global business scene is finally realizing what many successful companies have known for quite some time now: customer support is the face of your company. We wanted to know: what are the industry standards for support teams? How the support landscape is changing.
Groove HQ
MAY 13, 2020
How we built a highly effective (and super lean) remote support team. The post How We Support 9,000+ Users With Only 2 Customer Team Members: 9 Tips for Remote Customer Support appeared first on Groove Blog. Customer Support
SaaStr
NOVEMBER 6, 2020
The answer: everyone in a SaaS company has to do a 2+ hour stint on customer support (chat, phone, whatever) once a quarter, minimum. While they used Adobe Sign / EchoSign ten times a day, they didn’t really see it from the customer side. I spent some time answering customer support calls this week, getting a better sense of what our customers are experiencing… pic.twitter.com/VEAhXkpT6A. Your customer support team may not appreciate it, 100%.
Groove HQ
OCTOBER 2, 2020
Help center software empowers customers to find answers to their questions. The post Help Center Software: 5 Steps to Create Self-Service Resources for Customer Support appeared first on Groove Blog. Customer Support
Totango
OCTOBER 6, 2020
Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Customer Success vs. Customer Support: How They Differ and How They Intersect.
Groove HQ
MAY 1, 2020
Customer service teams that used to work together are […]. The post 5 Tips for Onboarding Your Team to New Customer Support Software appeared first on Groove Blog. Customer SupportUnder normal circumstances, moving your team to a new software system is taxing.
Inside Intercom
OCTOBER 7, 2020
In the not-too-distant past, customer support was seen as a hassle, a cost that had to be borne but which was really just a tax on success. If it wasn’t for those pesky customers with problems, profits would be through the roof, right? COGS and the real costs of customer support.
Inside Intercom
MAY 25, 2021
The channels we use to communicate have shifted dramatically, and customer expectations for fast, personalized support are higher than ever. As a result, companies need to understand their customers and deliver to their high standards if they want to stay competitive.
Neil Patel
MARCH 8, 2021
Customer support and customer success can be confusing for both beginners and experts alike. Both customer support and customer success teams are important for your brand’s ongoing growth and success, and the roles share similar skill sets. Customer Support.
Inside Intercom
JUNE 19, 2018
On a recent night out in London, Tristan Watson discovered the value of great customer support, when his bag full of electronics, video equipment and personal items was stolen from a pub. George, a Monzo support rep, replied in a few minutes and credited the funds back into his account instantly – all while Tristan was racing across town to track down the thieves. The difference between the customer experience with Monzo and the traditional card issuers was night and day.”.
Inside Intercom
JULY 1, 2020
Today, customer expectations are at an all-time high. Simultaneously, support teams are struggling with spikes in conversation volumes. A proactive customer support approach is the key to regaining control. What is proactive customer support?
Groove HQ
JULY 24, 2020
The post Buying a Customer Support Platform? Customer SupportWe expose the mistakes most small businesses make when choosing software, so you can avoid them. Here Are 6 Mistakes to Avoid appeared first on Groove Blog.
Groove HQ
JULY 15, 2019
Here’s something you won’t expect a customer support platform to say outright: Gmail is awesome for customer support. In fact, a lot of customers who come to Groove were using Gmail for customer support in the past. What’s more, plenty of small businesses we talk to don’t actually need customer support software.) The post Gmail for Customer Support: 10 Best Practices You Need to Know appeared first on Groove Blog.
Baremetrics
FEBRUARY 2, 2021
Many SaaS businesses concentrate on offering an amazing product and then neglect customer support. They assume that when you have a great product, customers will always come back. In this guide, you will learn why SaaS customer support is so important, how to get started, and what metrics to use to track success. What is SaaS Customer Support? What is SaaS Customer Support? The reality is that unhappy customers are going to churn.
Inside Intercom
AUGUST 27, 2018
As your business grows, having an excellent customer support team who can keep up is critical. Ramping up that support team, however, is easier said than done. If you don’t have a process or tools in place to help scale your support team, you’ll be reinventing the wheel each time you onboard a teammate – redirecting precious time and resources away from the customers you should be helping.
Inside Intercom
OCTOBER 24, 2018
How do you scale a support organization without breaking the budget or killing the quality of the customer experience? It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands. Our belief in a modern support model will never change, but we’ve spent a lot of time iterating on how best to scale our support.
Inside Intercom
MAY 2, 2018
Since IBM coined the term “Help Desk” in the 1970s, customer support has come a long way. We’ve moved from call centers, to ticket-based helpdesks, to increasingly personal types of customer support. Over the past decade, one of the most popular (and personal) support channels has been live chat. However, having live customer conversations doesn’t come without its challenges. Self-service support right inside the Messenger.
ChurnZero
JULY 7, 2020
Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. The Difference Between Customer Support and Customer Success Teams.
Inside Intercom
JUNE 23, 2020
The internet is moving more businesses and people online, and driving a huge increase in inbound support volume. Meanwhile customer expectations are rising – they expect better experiences and immediate support resolutions. The Conversational Support Funnel.
Inside Intercom
NOVEMBER 24, 2020
We recently released more than 20 new features that make Intercom better at handling complex queries and therefore a better tool for offering world-class support at scale. This may have made procedural sense for companies, but the reality for customers is less than ideal.
SaaS Metrics
JULY 16, 2019
Your Software as a Solution (SaaS) company deserves to have high profits and a host of dedicated customers. In fact, the strength of your customer service is far more important for the success of your SaaS company than you may have considered. Here are some reasons why delivering top-notch customer support is necessary. When customer service. Blog customer support SaaS
Inside Intercom
DECEMBER 8, 2020
Modern customers expect quick, personal, and effective service. To provide this, you must understand how your customer experience stacks up against these expectations. Collecting concise metrics creates a rich tapestry of data to interpret and empathize with customer behavior.
Inside Intercom
AUGUST 12, 2020
Today we’re announcing Intercom’s biggest ever launch, with more than 20 new features built to ensure you can provide prompt, personal support without sacrificing power or efficiency. Collectively these features transform Intercom’s ability to handle the most intricate customer issues.
Inside Intercom
NOVEMBER 20, 2018
The days of waiting several hours on hold to speak with a support or sales representative are now (mostly) over. Convenience, accessibility and speed are now the major factors dictating how businesses interact with customers and build those relationships. But fast, on-demand customer interactions can come at a cost. When you start supporting hundreds or thousands of your customers through real-time messaging, you run the risk of suddenly being not very personal at all.
Inside Intercom
NOVEMBER 18, 2020
Companies that automate support are 4x more likely to see CSAT improvements, according to a survey we conducted with support leaders. Today, support teams are navigating an increasingly demanding support landscape. The fundamentals of support haven’t changed.
Inside Intercom
FEBRUARY 12, 2020
We all talk a good game about the customer being the most important thing in our business. But the truth is, as most companies scale, the customer can feel further and further away. Customer empathy is often one of the first things to suffer as companies grow from startup to scale-up.
Sales Hacker
NOVEMBER 28, 2017
For years, our hiring strategy for the HubSpot customer support team was simple. When support reps were overwhelmed with the volume of work, we’d hire another one. This simplistic model of growth worked to get the support team to about 25 people. We had funding, an accelerating sales team and customer count, and awesome tech. Within one week of the business “growth storm” hitting, customer support was completely overwhelmed by volume.
Inside Intercom
NOVEMBER 4, 2020
The holidays are fast approaching, and for ecommerce businesses, that often results in significantly higher support volume for your team – which is set to further accelerate this holiday season due to the impact of COVID-19. Today’s customers overwhelmingly prefer self-service.
Let's personalize your content