Totango

JULY 18, 2018

Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.

Customer Support 56

Customer Support Customer Success Retention Underperforming Technical Team 56

Intercom, Inc.

JUNE 27, 2020

For Pride week, our LGBTI+ teammates have been sharing their lived experiences, including their coming out stories, how they’ve stayed engaged with their communities in light of COVID-19, and what ways they feel allies can best support LGBTI+ people. Ciara Guinan : Customer Support Specialist, Dublin.

Interviewing 211

Interviewing Customer Support Development Engagement 211

User Pilot

MAY 7, 2024

User interviews : Conduct interviews and usability tests before and after product developments to determine what works or doesn’t work for your product. Pricing Hotjar comes in three main packages: Observe (Heatmaps and Session Recordings), Ask (Surveys and Feedback), and Engage (Interviews). Intercom Dashboard.

Software Review 105

Software Review Software Scale Onboarding 105

Intercom, Inc.

DECEMBER 22, 2020

We thought deeply about what defines great customer support. We charted the rise of conversational support and the end of “eh, good enough.”. We launched the Conversational Support Funnel , a new framework for thinking about how to empower your team to provide the best support for your customers.

Scale 220

Scale Scaling Customer Support Interviewing 220

User Pilot

APRIL 17, 2024

TL;DR Customer insight platforms enable informed business decisions by analyzing customer behaviors and preferences to improve products and experiences. Businesses collect customer insights through data monitoring, surveys , interviews, support interactions , and social media. An Intercom chatbot.

AI Search 103

AI Search Social Media Cross-platform App Design (Application) Systems Review 103

User Pilot

AUGUST 10, 2023

It really depends on your objectives at the moment, but it’s best you implement both types to get the full picture of customer satisfaction. Invite passives to interviews to learn more about their expectations. Trigger a follow-up question to learn why they’re unhappy with your support. NPS segmentation with Userpilot.

SaaS Payments 97

SaaS Payments Payment Solutions Software Review Interviewing 97

SaaStr

MAY 27, 2022

Only 46% of you think your sales team is as expert in your product as your customers are. 61% of you have Customer Support reporting into to Customer Succes s. There’s no perfect answer here, but often Customer Success is what support defaults to reporting into. Fix this, and watch sales go up. #16.

Sales Hiring 284

Sales Hiring Pricing Scale Interviewing 284

User Pilot

MAY 1, 2024

On the other hand, product experience is the customer’s overall perception of a product throughout their relationship with it. This includes their journey within the product itself, as well as factors such as marketing, customer support interactions, and the lasting emotional connection they form with the product.

Customer Lifetime Value 105

Customer Lifetime Value User Experience Retention Scale 105

Valuize Consulting

JULY 15, 2021

I’ve also spent time working in the Customer Support side and it was in that role that I first got a chance to directly interact with Sales and understand how their feedback could be used to enhance the product. ”. Q: What is the role of a Product Owner in the context of Customer Success Operations?

Technology 52

Technology Customer Success Interviewing Scale 52

User Pilot

NOVEMBER 5, 2023

Thanks to CVM, customer success teams can support customers effectively and help them achieve their business outcomes. Its aim is to diagnose customer pain points and needs via market and customer research techniques like surveys or interviews. If not, you can use customer research tools like Qualaroo.

Management 105

Management Scale Customer Lifetime Value SaaS 105

User Pilot

JANUARY 29, 2024

Collect user feedback and conduct regular user interviews to understand users’ challenges and generate feature ideas. It also minimizes the time it takes to offer value to users and reduces the number of customer support issues. User interviews can reveal opportunities to improve the quality of your product/service.

SaaS 105

SaaS Interviewing User Experience Onboarding 105

Totango

OCTOBER 7, 2021

After a customer support issue has been resolved. At customized intervals based on the customer’s individual data, such as the 30-day anniversary of their purchase. NPS uses a scale of 0 to 10 to measure how likely a customer would be to recommend your brand to a friend or colleague. Conduct Customer Interviews.

Software Review 103

Software Review Technical Review Interviewing Benchmarks 103

Practical Advice on SaaS marketing

DECEMBER 3, 2019

But first let me point out some bad options: Customer satisfaction surveys: These surveys can be measure existing customers’ satisfaction with your solution, but they don’t reveal why they bought the solution to begin with. Customer support: When a customer is talking with a support agent, they usually trying to get a problem resolved.

Interviewing 179

Interviewing Market Research Education Customer Support 179

Intercom, Inc.

JANUARY 20, 2021

For example, our support best practices article outlines a complete strategy for how to provide personalized customer support. Of course, customers are busy. Here’s a few simple ways you can do that: Sit in on sales calls to find out what your customers want to achieve with your product.

Scale 232

Scale Technical Review Education Customer Support 232

User Pilot

MAY 2, 2024

To create an effective customer retention strategy, companies should set clear goals , gather customer insights, analyze churn reasons , implement strategies to address them, and continuously track and optimize their retention metrics. But you can’t use them to reach inactive users and they often lack the depth of interviews.

Retention 111

Retention Metrics Strategy Scale 111

SaaStr

JUNE 12, 2022

There was one thing prospective sales reps would say in an interview that always chilled my spine. Incent Your Customer Support Team to have as many positive customer resolutions as possibl e. It would especially come from sales reps from larger companies in high-velocity in-bound environment (e.g., ” Sigh.

Compensation 244

Compensation Customer Success Interviewing Sales 244

Totango

OCTOBER 20, 2022

When it comes to addressing others’ issues, empathy is key to putting yourself in the customer’s shoes and understanding their point of view and experience. Empathy can be difficult to test for in an interview, but some questions to ask are: How would you go about delivering bad news to a customer? Technical Skills.

Sales Hiring 92

Sales Hiring Customer Success Sales Recruiting Technical Review 92

User Pilot

NOVEMBER 30, 2023

You can collect feedback from your customer base via in-app surveys, feedback widgets, interviews, and by monitoring social media mentions and reviews. Your colleagues, especially customer-facing ones, can offer valuable insights into unmet user needs and shifts in the markets. Spotting market gaps: interview invite.

Underperforming Technical Team 105

Underperforming Technical Team Marketing Market Research Outsourced Development 105

Totango

JULY 28, 2021

To help customers achieve desired outcomes, success managers may perform duties such as: Helping customers set measurable customer-centric goals. Assisting with customer onboarding. Coordinating resolution of customer support issues. Customer success managers may handle different volumes of customers.

Customer Success 118

Customer Success Management Underperforming Technical Team Scale 118

Intercom, Inc.

FEBRUARY 25, 2021

In this guide, Annette writes about the best way to get inside the mind of your customer, and how to use those insights to create better customer experiences. When I first start working with clients, I’ll interview executives, employees, customers, and the employees. Writing the book on customer experience.

Scale 211

Scale Consulting Interviewing Customer Support 211

Intercom, Inc.

JULY 2, 2020

And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . But obsessing over efficiency can mask what’s most important, and most rewarding, to support teams – actually helping customers. The evolution of customer support.

Outsourcing Services 253

Outsourcing Services Investment Underperforming Technical Team Outsourced Development 253

User Pilot

JANUARY 22, 2024

TL;DR Customer success models are frameworks that help organizations ensure that customers can use their products effectively to realize their goals. Customer success is a more proactive and holistic approach than customer support, customer service , or account management.

Customer Success 103

Customer Success Sales Hiring Scale SaaS 103

User Pilot

NOVEMBER 9, 2023

Besides metrics, there are other qualitative methods to get insights about the levels of customer satisfaction, including: Triggering in-app surveys across multiple touchpoints in the customer journey, which allows you to measure user satisfaction for specific experiences. Creating a CES survey with Userpilot.

Customer Lifetime Value 105

Customer Lifetime Value Software Review Interviewing Retention 105

Mucker Capital

APRIL 2, 2024

The components of a customer feedback loop include: 1. Surveys, Interviews, and Focus Groups Gathering direct input from customers through structured questioning or group discussions. Sentiment Analysis Assessing customer feelings and perceptions, often through reviews on third-party sites or social media.

Engineering 52

Engineering Systems Review Scale Interviewing 52

Blulogix

FEBRUARY 13, 2024

Engage in Direct Feedback: Regularly solicit feedback from your subscribers through surveys, interviews, and focus groups. Direct feedback is invaluable for understanding customer perceptions, experiences, and expectations. Excellent service is often a key differentiator and a critical aspect of customer value.

Subscription 52

Subscription Payment Features Marketplace as a Service B2B 52

Totango

OCTOBER 7, 2021

After a customer support issue has been resolved. At customized intervals based on the customer’s individual data, such as the 30-day anniversary of their purchase. NPS uses a scale of 0 to 10 to measure how likely a customer would be to recommend your brand to a friend or colleague. Conduct Customer Interviews.

Software Review 72

Software Review Technical Review Interviewing Benchmarks 72

SaaStr

JULY 27, 2022

At the SaaStr Europa 2022 event, Accel Partner Philippe Botteri interviewed PayFit CEO & Co-Founder Firmin Zocchetto to ask about his GTM strategy. . Customers should feel empowered to take on onboarding and essential customer support themselves. The self-serve approach goes beyond the sales cycle.

SMB 183

SMB Sales Hiring Scale B2C 183

User Pilot

NOVEMBER 21, 2023

Develop a product that meets customer needs and expectations. Train the customer support team on the product and give them time to develop support resources. Customer interviews and focus groups are effective methods to gain qualitative insights about your prospective customers. GTM strategy.

Underperforming Technical Team 104

Underperforming Technical Team Sales Recruiting Social Media Market Research 104

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

Trint

OCTOBER 1, 2021

Owen Role in Trint: Customer support agent Time at Trint: 2 months Responsibilities: Monitoring and taking care of customers. Resolving customer queries. Signing up customers and being the first point of contact for new and existing customers.

Software Engineering 130

Software Engineering Engineering Interviewing Travel 130

User Pilot

OCTOBER 20, 2023

You can collect feedback for analysis through in-app surveys, online reviews, social media mentions, and customer interviews. Streamlined onboarding, lower user friction, and targeted marketing are just a few examples of sentiment analysis being applied to improve a SaaS customer journey.

Artificial Intelligence 52

Artificial Intelligence Social Media Software Review Technical Review 52

User Pilot

NOVEMBER 5, 2023

This article discusses ten tips that can help you to effectively scale customer success teams in SaaS. TL;DR The first step to successfully scaling customer success in your SaaS is to separate your customer success team from customer support. Use in-app surveys to identify customer pain points.

Scale 104

Scale Customer Success Scaling SaaS 104

Intercom, Inc.

DECEMBER 28, 2022

In this post, the Intercom Content Team picks our highlights from a busy 2022 – we published over 150 pieces of content, including guides about customer support and customer retention. Announcing ‘The Intercom Customer Support Trends Report for 2022’. How will it change customer support?

Technical Review 118

Technical Review Scale ChatGPT Innovation 118

Tom Tunguz

SEPTEMBER 9, 2017

I hear EQ uttered in nearly every job interview and evaluations, and assumed that high EQ correlated to higher job performance. This is true in both high emotional labor roles (sales, customer support) and low emotional labor jobs (programmer, analysts). Searching for that lexicon in interviews is one way of identifying it.

Sales Hiring 160

Sales Hiring Startup Construction Interviewing 160

User Pilot

JUNE 20, 2023

In Step 4, you seek customer insights and run experiments to assess user interest. Popular validation techniques include online surveys , user interviews and focus groups, and fake door tests. Conduct online surveys and user interviews Online surveys are an easy way to collect customer insights at scale.

Underperforming Technical Team 98

Underperforming Technical Team Social Media Scale Interviewing 98

Intercom, Inc.

JANUARY 12, 2022

However, getting access to these customers can be challenging – the pool of respondents is smaller, making it easier for feedback requests to qualify as “spam” if you reach out too often. There are lots of well-known, proven methods of collecting feedback, like interviews or forms. Move away from traditional methods.

Customer Support 118

Customer Support Interviewing Engagement Engineering 118

User Pilot

DECEMBER 6, 2023

Use surveys , interviews, session recordings, and product analytics to gather insights. Provide onboarding to the participants To emulate real-world product experience, provide your testers with the same onboarding as your customers. Implement changes and fixes as you go and keep testing their impact.

Software Development 98

Software Development Sales Recruiting Development Software Review 98