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. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Support 105

Customer Support Customer Success Construction Churn 105

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. . The Customer Support Handbook. . .

Customer Support 91

Customer Support Technical Advisors Outsourcing Services SaaS 91

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful. Salary comparison.

Customer Support 52

Customer Support Customer Success Customer Lifetime Value Management 52

FastSpring

APRIL 18, 2024

FastSpring Support Rises to the Challenge It was clear to award judges that FastSpring’s team had moved strategically to make the voice of the customer the center of improvement efforts, with results showing in customer satisfaction (CSAT) scores, net promoter scores (NPS), and first response target times in 96% of cases.

Artificial Intelligence 78

Artificial Intelligence Customer Support Engagement Technology 78

Tom Tunguz

JUNE 5, 2023

Building a chatbot for some collection of customer support articles or blog posts is straightforward : Gather your documents Save them in a vector database Upload the vector database Start chatting away by hitting the API The time to utility is measured in minutes. Stripe did the same, simplifying credit card payments.

Artificial Intelligence 228

Artificial Intelligence Machine Learning AI Payments 228

Tom Tunguz

AUGUST 29, 2023

Large-language models have transformed how millions interact with products : from customer support to code generation to legal document analysis. How should a product manager gauge the customer experience? These new engagement models invite users through a meaningfully different product journey.

Artificial Intelligence 194

Artificial Intelligence User Experience Customer Support Engagement 194

Intercom, Inc.

FEBRUARY 4, 2020

Whether you’re a customer support representative or a product engineer, you will encounter issues and problems that you just don’t have the answer to. If I was stuck on a particular customer problem, he told me to first take 15 minutes to try find the answer before looking for help.

Engineering 261

Engineering Customer Support Company Culture 261

Intercom, Inc.

MAY 26, 2022

In order to gather the data necessary for this equation, you should ensure you’re recording how often customers’ queries are being responded to on the first contact, and how many queries you’re receiving overall. . One way of gauging that is by surveying customers after they contact customer support to check if their issues were resolved.

Customer Support 210

Customer Support Metrics Churn Communication 210

SaaStr

OCTOBER 17, 2022

The most important part of planning your CS program is mapping out your customer journey. At this early point, your customer journey does not need to be a long, multi-page document. Customer Success is not Customer Support. Support is transactional, Success is a relationship. Just do it.

Customer Success 209

Customer Success Sales Hiring Scale Leadership 209

Tom Tunguz

AUGUST 6, 2020

You schedule a meeting for the relevant people from sales, product, marketing, engineering, and customer support. You create a Google document with ten pages, a page with each person’s name on top. And you’ve documented the work in case the team should share beyond those in attendance. It’s just better.

Customer Support 229

Customer Support Engineering Product Marketing Management 229

User Pilot

FEBRUARY 22, 2024

Great SaaS customer support is the key to keeping your customers happy and satisfied with your product. It powers your customer relationships, enabling you to build lasting connections with customers. This article examines how to create an exceptional customer support strategy.

Customer Support 102

Customer Support SaaS AI Search Software Review 102

SaaStr

FEBRUARY 24, 2020

Calling customers. Better documentation. Better customer support. There are a lot of great tactics on increasing activation rates. More bespoke onboarding. Assigning a CSM immediately. Weekly webinars. In-app workflows and guidance. A personalized drip campaign. Lots of great ideas.

SaaS 218

SaaS Customer Support Onboarding Customer Success 218

User Pilot

APRIL 28, 2023

Knowledge base enhances the user onboarding experience , reduces the customer support team’s workload, and improves customer satisfaction and retention. Product documentation helps your customers understand how your product works. Product documentation in Userpilot ‘s knowledge base.

SaaS 95

SaaS Education Customer Support Onboarding 95

User Pilot

JANUARY 20, 2024

Depending on the problem, you may seek input from data analysts , customer success managers , developers/engineers, or the sales and marketing teams. For example, to deal with declining retention, the PM is mostly likely to involve customer success, customer support , and marketing at the very least.

Technical Review 115

Technical Review Management Software Review Data Analysis 115

User Pilot

FEBRUARY 14, 2024

In the article, we look at 12 solid contenders for this title, covering a few most common use cases: In-app user engagement Sales funnel management Customer support Analytics and reporting Marketing Collaboration and project management Let's dive right in! What are the best Salesforce integrations in 2024?

Payments 105

Payments Payment Services Payment Methods Payment Solutions 105

Buffer Resources

MARCH 29, 2024

Late last year, Å sa Nyström , our VP of Customer Advocacy, introduced us to the book Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect by Will Guidara, the former co-owner of legendary New York restaurant Eleven Madison Park.  We believe in the “one-size-fits-one” approach.

Development Team Review 91

Development Team Review Customer Support Communication Development 91

User Pilot

APRIL 10, 2024

Knowledge bases offer lots of benefits, including improved customer satisfaction , reduced load of customer support agents , and improved self-service support. Your knowledge base should include articles, FAQs, checklists, video tutorials , links to customer support agents, product releases, and feedback widgets.

Software Review 103

Software Review AI Search SaaS Technical Review 103

Intercom, Inc.

APRIL 14, 2020

“A team takes its tone from its leader,” says our Global Director of Customer Support Kaitlin Pettersen. Your support team is likely experiencing an array of unprecedented stressors right now, like tackling high conversation volumes, resolving stressed-out customers’ issues, and abruptly transitioning to working remotely.

Scale 223

Scale Leadership Customer Support Healthcare 223

Intercom, Inc.

MARCH 26, 2018

If you develop and ship new features as often as we do, it’s vital that your articles help your customers keep up with the changes. As a writer of help documentation, I know that your work will only ever be as accurate as your last edit. Almost all of our article updates are surfaced by our customer support team.

Education 190

Education Customer Support Branding Management 190

User Pilot

JANUARY 12, 2023

How a tool like Userpilot can help you build self-service support resources, code-free. TLDR; After-hours support is customer support provided outside of normal business hours, such as at night, during the weekend, or during holidays. What is after-hours support? Why should you offer after-hours customer support?

Outsourcing Services 98

Outsourcing Services SaaS Customer Support Software Review 98

User Pilot

OCTOBER 26, 2023

That’s also how they access support. Instead of forcing users to contact customer support or customer success teams, product-led businesses offer users on-demand support through knowledge bases , resource centers, and in-app guidance. A new feature announcement created in Userpilot. Here are a few examples!

Outsourcing Services 103

Outsourcing Services Onboarding Customer Support Customer Lifetime Value 103

Intercom, Inc.

JULY 14, 2021

For example, the “automated support group” includes a range of teams focusing specifically on optimizing every aspect of the automated customer support function within the Intercom product. Decide who should have oversight of your document, and whose input will be most valuable. Share it around.

Engineering 151

Engineering Technical Review Software Review Strategy 151

Intercom, Inc.

JULY 22, 2019

But the reality is, for your customer support team, the work has only just begun. New products raise new questions, and having supported countless product launches, I can tell you that your reps are likely dreading the increased volume of mostly repetitive, often simple queries. How does it work?” “Why It just needs assembling.

Customer Support 177

Customer Support Machine Learning Artificial Intelligence Engineering 177

User Pilot

APRIL 3, 2024

A resource center reduces support workload , boosts customer satisfaction , drives retention , and empowers self-service. Essential elements of most resource centers include user documentation , video tutorials , FAQs, a search function, a feedback widget , product updates , and AI tools. What should resource centers include?

AI Search 105

AI Search Software Review SaaS AI 105

User Pilot

MAY 22, 2023

Customer feedback data at various touchpoints and later close the feedback loop by analyzing feedback and taking action. Analyze customer behavior and eliminate friction from the customer journey. Collaborate with the customer support team to gain insights into customer issues. Chatbot support in Amplitude.

Strategy 96

Strategy SaaS AI Search Customer Support 96

Neil Patel

MARCH 26, 2021

Here are a few things PPC churn rate can tell you: how well your onboarding process works whether customers’ expectations match your product or service whether your competitors offer a feature you don’t if your customer service is terrible if your documentation is confusing. Do you have a customer service strategy?

Churn 141

Churn Software Review Onboarding Interviewing 141

User Pilot

JANUARY 31, 2023

The main factors contributing to at-risk customers include poor onboarding process , lack of product value perception, lousy customer support, unfixed bugs, and no learning materials, resource center, and FAQs. By not meeting customer expectations, you can also lose potential ones through negative feedback.

Churn 98

Churn Underperforming Technical Team SaaS Payments Payment Solutions 98

Intercom, Inc.

OCTOBER 1, 2022

What each of these mechanisms have in common is that they help customers find the answers they’re looking for without the involvement of a customer support representative – thus reducing the burden on customer service or customer support teams.

Machine Learning 104

Machine Learning Artificial Intelligence AI Customer Support 104

SaaStr

NOVEMBER 24, 2020

Conga eliminates the business bottlenecks through their Digital Document Transformation solutions. Products include CRMs, customer support, IT management, project management, HR and much more. Don’t miss their sessio n at 7 AM PST on December 9 – Mastering the Art and Science of Product-Led Growth with Gainsight.

Scale 226

Scale Scaling Outsourced Development compliance 226

User Pilot

SEPTEMBER 19, 2023

It enhances user satisfaction by providing immediate assistance and can significantly reduce support costs. In today’s digital age, it’s an essential aspect of a comprehensive customer support strategy. Do you need tools for Self Service Support?

Education 52

Education Customer Support Branding Customer Success 52

Mucker Capital

APRIL 2, 2024

Sentiment Analysis Assessing customer feelings and perceptions, often through reviews on third-party sites or social media. Customer Support Data Evaluating customer experiences when interacting with support teams or submitting tickets.

Engineering 52

Engineering Systems Review Scale Interviewing 52

Intercom, Inc.

JUNE 22, 2018

Assign each document to its closest point. Choose ‘K’ new points, from the ‘average’ of all documents assigned to each point. Until documents’ assignments stop changing. Or assignees in your customer support tool? Choose ‘K’ random points. Repeat steps 3-4. Let’s visualize these steps.

Machine Learning 223

Machine Learning Artificial Intelligence Interviewing Customer Support 223

Intercom, Inc.

JULY 6, 2021

We share their advice for other leaders looking to expand their customer care to more languages and timezones. The ROI of global customer support. Setting up global customer support requires dedication and investment. So excellent global customer support can be a source of revenue. Increased revenue.

Customer Support 232

Customer Support Strategy Scale Retention 232

User Pilot

JUNE 22, 2023

You can improve customer satisfaction by taking the time to reduce customer support load, which includes reporting bugs, canceling accounts, and seeking assistance to complete tasks. Addressing this burden enhances the customer experience, leading to greater overall satisfaction. Book a demo to learn more!

Customer Support 96

Customer Support Underperforming Technical Team AI Search Social Media 96

Frontegg

DECEMBER 21, 2022

G2’s implementation index is based on ease of setup, how long the entire integration takes, and other related factors such as support and documentation. Their UI is intuitive and easy-to-use and their API is well-documented which has made it easy for our team to integrate with Frontegg.” – Johnny D. Product Manager.

Technical Review 94

Technical Review Software Review Systems Review New CTO 94

Neil Patel

OCTOBER 17, 2020

Whether you depend on Microsoft 365 or Google’s G Suite, your employees probably use these tools daily to create and archive documents. So, it’s important to consider these integrations if you and your team need to store documents you send or receive via online fax. This can help streamline your document management processes.

Healthcare 145

Healthcare Cloud Mobile Technical Review 145

Stax

APRIL 17, 2024

What made Stax Connect stand out from other providers was our focus on providing superior customer support and onboarding experience. According to Chris Meseke, Head of Product at Sera, Stax Connect went the extra mile in terms of service and support. “Stax took ownership and played middleman to a contractor and us.

Payments 68

Payments Merchant Services Payment Methods Payment Services 68