Intercom, Inc.

APRIL 20, 2021

The challenges facing customer support leaders are more complex than ever. They need to be able to balance efficiency with a great customer experience , meet rising customer expectations , and keep team morale high , all while ensuring that they don’t blow through their budget or burn out their team.

Scale 156

Scale Customer Support Scaling Sales Hiring 156

Tom Tunguz

MARCH 9, 2022

Self-serve small ACV companies have developed the hybrid CSAM role ( customer success account managers). Ideal for freemium low-ACV startups and some PLG-motions , CSAMs shoulder the responsibility of both technical support and account expansion. The customer support team tackles the technical questions.

Customer Success 335

Customer Success Outsourced Development Technical Support Startup 335

User Pilot

MAY 23, 2024

Customers aren't all the same, so you need different types of customer support to address the needs of different kinds of customers. As a result, you need variety in your customer service solutions to properly assist each customer. Proactive support. Social media support.

Customer Support 104

Customer Support Social Media SaaS Artificial Intelligence 104

Intercom, Inc.

DECEMBER 17, 2018

We’ve put together this guide to help you not only successfully implement live chat on your website, but also to offer the right kind of experience for your customers. Let’s first take a look at why live chat is such a powerful tool for customer support teams. How live chat fits with evolving customer service needs.

Software Review 217

Software Review Systems Review Technical Review AI Search 217

Intercom, Inc.

APRIL 14, 2022

Welcome Declan Ivory, VP of Customer Support. Declan is joining us from Google where he was Director, Cloud Technical Support for EMEA. Prior to Google, Declan also held senior support roles with both Tableau Software and Amazon Web Services. Welcome, Laurie Borgen, VP of Digital Marketing.

Technical Support 129

Technical Support Leadership Acquisition Customer Support 129

User Pilot

AUGUST 27, 2024

Embarking on a career as a customer support specialist involves a combination of education, skills development, and practical experience. This guide will provide you with a comprehensive overview of the path to becoming a successful customer support specialist. Looking into tools for customer support specialists?

Customer Support 52

Customer Support Social Media Scale Education 52

Intercom, Inc.

JANUARY 3, 2020

The best customer support experience I’ve ever had was with (surprise, surprise) Apple. But how do you make an automated interaction, one that’s going to play out the same way for hundreds or thousands of people, still feel personal? My aging MacBook had a battery that had just been recalled.

Technical Support 222

Technical Support Engagement Customer Support Branding 222

Intercom, Inc.

MAY 13, 2022

The use of a help desk shows internal and external customers alike that your company is committed to providing them with the best customer experience possible. . Most of the time, help desks offer basic technical support or customer service , such as resetting user passwords, but functions can vary depending on business needs. .

Outsourcing Services 118

Outsourcing Services Technical Support Customer Support Onboarding 118

User Pilot

APRIL 22, 2024

Technical support. Any help that involves the technical team. Self-service support. Technical support Forms of technical support include developers’ docs, one-on-one setup calls, integration assistance, network systems compatibility, tweaks in code, or technical workarounds.

Strategy 105

Strategy Technical Review Technical Support Systems Review 105

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. . Messenger-based customer service. What industries have the best customer service?

Underperforming Technical Team 129

Underperforming Technical Team Customer Support Technical Support Churn 129

Intercom, Inc.

MAY 11, 2022

From there, it may direct you to a specific portal on your computer, where you can select from a dropdown menu to complete the transaction, or else allow you to chat with a customer service representative rather than continuing on the phone. .

Technical Support 118

Technical Support Education Customer Support Communication 118

User Pilot

JUNE 29, 2024

External training resources and technical support to help your team get started immediately. Additionally, vendors often provide robust customer support to ensure the solution runs smoothly and efficiently. Userpilot can help you provide in-app support through a robust resource center. Get started now.

Technical Support 105

Technical Support compliance Scale User Experience 105

User Pilot

JULY 9, 2023

. "On a scale of 1 to 10, how likely are you to recommend our SaaS solution to others and how would you rate the quality of our customer support?" " Your SaaS solution may be great despite your not-so-helpful customer support. For instance, the question: "What problems do you have with customer support?"

Scale 98

Scale Technical Review Technical Support Software Review 98

User Pilot

AUGUST 24, 2021

In this article you'll read about: what implementing self-service support can help you achieve (hint: it improves customer satisfaction). when to mix self-service support with human interaction. Implementing a self-service approach will help you scale up without spending a fortune to maintain sufficient support quality.

Software Review 98

Software Review Technical Review SaaS Scale 98

Payrix

APRIL 24, 2024

From a reactive perspective, you’ve got a call center, you got customer service, customer support, you got technical support, where your merchants, your end users are calling in. I’ve got a technical support issue. And I’ll break those two things down.

Payments 162

Payments Embedded Payments Merchant Services Payment Solutions 162

Intercom, Inc.

JANUARY 5, 2023

He’s a keynote speaker, adviser, and co-author of several books on the subject, including the provocatively titled The Best Service is No Service , Your Customer Rules , and his latest The Frictionless Organization: Deliver Great Customer Experiences with Less Effort. ” Can you explain what that means for our listeners?

VP of Engineering 138

VP of Engineering Pricing Technical Advisors Technical Review 138

Stax

APRIL 30, 2024

Customer Support Riverside heavily promotes its 24/7 customer service. The company promises a Relationship Manager for every customer and 24/7/365 customer support. 24/7 technical support is available with all subscriptions. making it “excellent.” Request a Quote

Payment Methods 88

Payment Methods Payment Services Merchant Services Payment Solutions 88

Neil Patel

SEPTEMBER 9, 2020

Combine that with award-winning 24/7/365 customer support and you have an excellent ecommerce platform. Shopify offers five plans for businesses of all sizes, including: Shopify Lite — $9 per month Basic Shopify — $29 per month Shopify — $79 per month Advanced Shopify — $299 per month Shopify Plus — custom pricing.

Payment Methods 145

Payment Methods Payments Payment Services Payment Solutions 145

Neil Patel

NOVEMBER 16, 2020

Find out what type of technical support is provided by the CMS platform you’re using. Or can you seek assistance from a support agent? In addition to these out-of-the-box SEO features, you should consider using CMS software that will let you add third-party plugins or extensions to better serve and enhance your SEO strategy.

Payment Methods 143

Payment Methods Payment Solutions Systems Review Technical Review 143

User Pilot

JULY 20, 2023

And although self-service portals are not nearly a replacement for customer service, it does help release some burden from your customer support team. Why should you use customer self-service portals? There’s a reduction in support tickets and therefore makes customer support cheaper. SEO-oriented.

AI Search 98

AI Search AI Scale Pricing 98

User Pilot

MAY 8, 2024

Tips and strategies that can help you satisfy customer needs include: Prioritize essential customer needs using techniques like Kano or MoSCoW. Personalize experiences for different customer segments. Deliver exceptional customer support using AI and self-service resources. Userpilot resource center.

SaaS Payments 105

SaaS Payments Payment Solutions Payment Services Payments 105

Baremetrics

MARCH 23, 2021

Mostly you will use Stripe technical support for payment or integration with a third-party partner. Regardless of your technical skill, Stripe and Recurly have excellent customer service and technical support, available 24X7. But, overall, customers like their products and customer support.

Payment Services 69

Payment Services Payment Features Payment Methods Payments 69

Sales Hacker

AUGUST 6, 2018

In addition to capturing leads, SnapEngage’s chat functionality also includes a customer support feature. You’ll have unlimited simultaneous interactions, which means your team members can pull up windows to chat with others in your organization while interacting with customers. Top features. BBB Rating: Not BBB accredited.

Sales Hiring 94

Sales Hiring Software Review Technical Review Sales 94

User Pilot

AUGUST 25, 2024

Product support specialists utilize various tools to enhance their efficiency. Some essential tools include Userpilot for user onboarding and product adoption, Zendesk for customer support management, and Freshdesk for ticketing and customer communication. Looking into tools for product support specialists?

Technical Support 52

Technical Support Customer Support Onboarding Trends 52

Stax

JANUARY 24, 2024

Intuit references this “ service discontinuation policy ” on its support site. This means that if you don’t upgrade your software by May 31, 2024, access to services including QuickBooks Desktop Payroll, live technical support, payment processing, Online Backup, and Online Banking will be cut off.

Payment Solutions 88

Payment Solutions Payment Features Payment Services Payment Methods 88

Totango

SEPTEMBER 22, 2022

This allows providers to assume responsibility for hosting, technical support, and upgrades, increasing efficiency and cutting costs. Customer success. SaaS Customer Support Tools. Customer support tools help customer service teams deliver online support, automate everyday support tasks, and track performance.

SaaS Payments 71

SaaS Payments Scale Payments Payment Solutions 71

Stax

MARCH 26, 2024

This critical decision hinges on identifying providers that deliver robust security measures, ensuring seamless compatibility with the business’s existing sales infrastructure, and offering unparalleled customer support. Providers typically offer solutions designed for easy integration, requiring minimal technical expertise.

Payment Methods 88

Payment Methods Merchant Services Payment Services Payments 88

ChurnZero

JUNE 26, 2020

With different pricing models and tiers, it’s not always easy to do a straightforward, side-by-side cost comparison of Customer Success software. Additional fees for license types, implementation, training, and technical support can lead to unintentional price mix-ups and underestimates. Is there a cost for custom work options?

Customer Success 98

Customer Success Software Review Software Scale 98

How To Buy Saas

AUGUST 23, 2021

Technical Support. When selecting an online or software tool, it’s important to consider the availability of technical support. Technical support can be helpful if something goes wrong or if you have a question as you’re setting your webinar up. You also get access to full technical support.

Payments 52

Payments Technical Review Payment Methods Software Review 52

How To Buy Saas

AUGUST 23, 2021

Technical Support. When selecting an online or software tool, it’s important to consider the availability of technical support. Technical support can be helpful if something goes wrong or if you have a question as you’re setting your webinar up. You also get access to full technical support.

Payment Methods 52

Payment Methods Payments Technical Review Software Review 52

BetterCloud

JUNE 11, 2019

Our customers are IT professionals. So if they encounter an error in our product, they need fast, effective technical support in order to get back to supporting and securing their organization. This is why we strive to provide world-class support to our customers, and what inspired Proactive Support.

Technical Support 40

Technical Support Customer Support Innovation Engineering 40

User Pilot

JULY 28, 2024

For instance, a large organization might require CX managers to lead various customer-facing teams and oversee the implementation of customer experience strategies. Issue resolution : Work with technical support and product development teams to address and resolve customer issues promptly and effectively.

Management 52

Management Sales Recruiting Sales Hiring Leadership 52

User Pilot

AUGUST 28, 2024

Document customer interactions and solutions in the support database. Provide feedback to the product team based on customer experiences. Experience in customer support or technical support roles, preferably in SaaS. Strong problem-solving skills and technical aptitude.

Technical Support 52

Technical Support Onboarding Communication Education 52

User Pilot

AUGUST 17, 2024

To excel, leverage resources like books (e.g., “How to Win Friends and Influence People”), webinars (Userpilot, HubSpot), blogs (Userpilot Blog, Help Scout Blog), and podcasts (“The Customer Support Leaders”). Manage customer accounts : Handle account setups, updates, and cancellations efficiently.

Technical Review 52

Technical Review Software Review Social Media Onboarding 52

Panintelligence

AUGUST 16, 2024

Availability of training resources and technical support Opting to purchase provides an abundance of educational materials and technical assistance from the embedded analytics provider. Additionally, vendors usually offer customer support to resolve any problems that may occur, ensuring peace of mind and minimizing downtime.

Development 52

Development Technical Review Software Review Scale 52

BetterCloud

SEPTEMBER 26, 2024

Support: Look at the records of your interactions with the technical support team. If a competitor is offering the same features and support for the same price, consider making a switch. If you have been looking for a new feature, check out what the upgrade options have to offer.

Payment Solutions 52

Payment Solutions Payment Services Software SaaS Payments 52

User Pilot

JUNE 11, 2024

However, a touchpoint in a customer journey map means every moment a customer interacts with or becomes aware of your brand — e.g., advertisements, customer support, or at checkout. The insights of a customer journey map , usually inform broader business strategies and customer engagement efforts.

Onboarding 105

Onboarding B2B Transportation Advertising 105