Intercom, Inc.

APRIL 20, 2021

It can seem like an impossible balancing act – but customer support operations can help. First and foremost: what exactly is customer support operations? These optimizations can then be used to empower your support managers and reps to work more efficiently, and give greater visibility to execs and key stakeholders.

Scale 156

Scale Customer Support Scaling Headcount 156

Intercom, Inc.

JULY 6, 2021

You could keep your team members in a single location – but that means team members working odd hours to provide technical support in different time zones. That’s why many support teams opt for locating team members in the same time zones that their customers are in, also known as a “follow the sun” approach.

Customer Support 232

Customer Support Strategy Scale Retention 232

Baremetrics

MARCH 23, 2021

1 Overview 2 Features Plans Point of Sale International Support Tools for Developers 3 Pricing PayPal’s Basic Fees Stripe’s Base Fees Stripe Billing 4 Usability 5 Customer Service & Technical Support 6 Final Word All the data your startup needs. The platform now offers 24/7 live support for all of its merchants.

Payment Methods 93

Payment Methods Payment Services Payments Merchant Services 93

Baremetrics

OCTOBER 8, 2021

Churn is a needed metric because it helps you calculate your customer lifetime value (LTV), forecast your MRR, and therefore budget how much you can safely spend on customer acquisition costs (CAC) while maintaining profitability. Baremetrics brings you metrics, dunning, engagement tools, and customer insights. Try Baremetrics free.

Payment Services 98

Payment Services Churn Merchant Services SaaS Payments 98

ChurnZero

JANUARY 20, 2021

Clearbit, a B2B tool that personalizes customer interactions, initially focused on top-line revenue as a key metric. That number jumps to 60-70% when you consider selling to your existing customers, according to Market Metrics. Author Bio: Justine Dennis is the Manager of Customer Success and Support at Fusebill.

Customer Success 98

Customer Success Scale SaaS B2B 98

BetterCloud

JULY 18, 2023

Defining time to value and why it’s important in SaaS Let’s start off with making sure we have a common understanding on this key metric. Fuel fast deployment with BetterCloud’s great customer success and support teams Finally, to answer your questions and troubleshoot problems, you can rely on BetterCloud technical support.

Operational efficiency. 52

Operational efficiency. Scale Identity management Technical Support 52

Frontegg

FEBRUARY 25, 2021

Another important focus of the PLG is the ability for the user to have an AMAZING self-service experience within the product without the need for a dedicated customer-success, technical support or an onboarding specialist to help make it happen. The metrics are supercritical. ClickUp: An amazing account management experience.

Sales Hiring 98

Sales Hiring Machine Learning Artificial Intelligence Technical Support 98

Baremetrics

SEPTEMBER 15, 2021

Baremetrics provides an easy-to-read dashboard that gives you all the key metrics for your business, including MRR, ARR, LTV, total customers, and more. Use Baremetrics to monitor your MRR , ARR , and tons of other metrics on your revenue streams. You can then charge for technical support, hosting, premium features, etc.

Payment Features 95

Payment Features Payments Payment Solutions Subscription 95

SaaStr

JULY 24, 2019

Gillian oversees Talkdesk’s Customer Success and Technical Support teams, partnering closely with customers to achieve their CX vision. And then there was technical support. The other things that we’ve done is stand up a proactive support team. Our technical support team is amazing.

Retention 132

Retention VP of Engineering Sales Hiring Scale 132

Baremetrics

MARCH 23, 2021

All the data your startup needs Get deep insights into your company's MRR, churn and other vital metrics for your SaaS business. Regardless of your technical skill, Stripe and Recurly have excellent customer service and technical support, available 24X7. Try Baremetrics free. Table of Contents.

Payment Services 69

Payment Services Payment Features Payment Methods Payments 69

FastSpring

SEPTEMBER 16, 2022

That said, it might be helpful to occasionally reach out to FastSpring leaders directly , especially if someone has a business need that doesn’t necessarily involve a technical question about our platform. We have a diverse group of FastSpring experts in the community, not just end-user technical support specialists.

SaaS Payments 143

SaaS Payments Payment Solutions Merchant Services Software Review 143

User Pilot

MARCH 20, 2024

It can help you collect and analyze your customers and monitor important software usage metrics. Revenue is generated through services beyond basic use, such as technical support , premium features, hosting, or SaaS. Implementing robust security measures is key to protecting software from unauthorized use and piracy.

Software 59

Software Revenue Strategy Advertising 59

SmartKarrot

JULY 3, 2020

Hence, onboarding metrics help you gauge if your customers are able to attain those results or not. Using the customer onboarding metrics is crucial because only through this you can measure the efficiency of your onboarding process and identify the areas that need improvements. 1 Time to First time Value. 4 Customer Response Rate.

Onboarding 10

Onboarding Metrics Technical Support Customer Success 10

Frontegg

FEBRUARY 25, 2021

Another important focus of the PLG is the ability for the user to have an AMAZING self-service experience within the product without the need for a dedicated customer-success, technical support or an onboarding specialist to help make it happen. The metrics are supercritical. ClickUp: An amazing account management experience.

Sales Hiring 71

Sales Hiring Machine Learning Artificial Intelligence Technical Support 71

Neil Patel

JUNE 8, 2021

Distributors sell, store, and offer technical support to retailers and wholesalers. Carry out regular assessments of reports with metrics and indicators related to distribution processes. And regardless of your choice, always monitor indicators and metrics. Prices are lower because sales involve large quantities.

Technical Review 121

Technical Review Sales Hiring Transportation Software Review 121

Totango

MAY 22, 2020

Offer training and technical support as needed. Set Goals and Key Metrics to Follow. When employees are physically scattered, the best way to keep them mentally united and working cohesively as a team is to establish clear goals to aim for and key Customer Success metrics to follow.

Customer Success 62

Customer Success Telecommunications Compensation Technical Support 62

Kellblog

MARCH 13, 2020

Customer success is more focused on adoption and technical support. New ARR is their metric. 2] Corner cases aside and assuming either annual contracts or that ownership is ownership, even if every customer technically isn’t renewing every year. [3] For example: Hunter-only. Hunter/farmer. Hunter/hunter.

VP of Engineering 98

VP of Engineering Customer Success Sales Recruiting Acquisition 98

Neil Patel

JULY 12, 2021

Pricing starts at $150 per month for unlimited emails, SMS, tracking, and technical support. Their Premium plan costs $995 a month and includes all the basic features plus dedicated customer service rep, onboarding, HIPPPA compliance, and premium tech support. Bizible closes the gap between sales and marketing.

Payment Methods 145

Payment Methods Scale Payments Marketing 145

CustomerSuccessBox

JUNE 12, 2021

Sometimes, the account manager is also referred to as a technical account manager ( TAM ). TAM focuses on technical support and the CSM focuses on the client’s business goals and strategies. CS ops managers provide prudent support to the CS team by-. Understanding the data points with key metrics.

Management 52

Management Customer Lifetime Value Customer Success Outsourced Development 52

Sales Hacker

SEPTEMBER 24, 2022

Use online tools like Mailtrack, EmailAnalytics, Saleshandy, or Yesware to track key metrics, such as email open rates, clicked links, and file downloads. Connect your marketing automation platform and customer relationship management (CRM) database to better track conversion metrics. Technical support. Guided tutorials.

Sales Funnel 119

Sales Funnel Outsourcing Services Underperforming Technical Team Social Media 119

CustomerSuccessBox

AUGUST 31, 2021

Sharing the adoption metrics and usage data helps the customer know where they are in their customer journey and keep them engaged. With the right tactics, the community helps the business save on technical support, as active members will answer questions and defend the brand’s reputation. Know the Data.

Engagement 59

Engagement Payment Methods SaaS Payments Scale 59

Full Session

DECEMBER 13, 2022

Second, product adoption is a crucial metric for determining whether a product is successful. Customer experience and satisfaction with the product, including customer service, technical support, warranties, and other features. Start tracking product adoption metrics. Ten most important product adoption metrics.

Underperforming Technical Team 52

Underperforming Technical Team Pricing Innovation Metrics 52

User Pilot

MAY 12, 2024

The analytics feature allows for filtering by segment, company, and timeframe, delivering metrics tailored to your requirements. Performance Metrics : If you want to gauge the success of your onboarding process, Product Fruits offers basic metrics such as completion rates and time spent.

Software Review 52

Software Review SaaS Onboarding AI Search 52

OpenView Labs

MARCH 3, 2020

Like NPS, it’s a vanity metric that isn’t actionable. Because they’re stuck with these limited metrics, CS leaders will continue to be second-tier leaders on the exec team (if they’re invited at all). Product usage as the main indicator of renewal rate is dead. Sound familiar?

Customer Success 55

Customer Success Underperforming Technical Team Scale Churn 55

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Each objective should have at least one Key Result, however it’s not unusual for an objective to have two or three metrics associated with it. A – Attainable. R – Relevant.

Customer Success 98

Customer Success Sales Recruiting Sales Hiring Management 98

SmartKarrot

NOVEMBER 9, 2022

You will successfully structure, plan, and drive the team to achieve business goals which may include metrics such as: Customer engagement, Renewal (gross retention rate), Expansion (net retention rate), CSAT/NPS, and Average contract length. Apply here: [link]. Helping customers to optimize their projects and delivering project success.

Customer Success 19

Customer Success Sales Hiring Technical Review Consulting 19

SaaStr

AUGUST 5, 2019

He will also provide insights on the differences between commercial and enterprise customers and the key metrics to keep an eye on as you grow your business. I want to tell you what those metrics are for Egnyte because you could go, “Well, this guy is up here talking for 30 minutes. Want to see more content like this?

Sales Recruiting 163

Sales Recruiting Construction Scale SaaS 163

CustomerSuccessBox

NOVEMBER 2, 2021

Customer Success : The metrics by which we will measure the value we are providing to the customer. Meanwhile, Customer Success metrics are customer lifetime value, churn rate, retention/upsells. Learn about actionable metrics in SaaS. Main point of contact for technical support throughout the onboarding process.

Customer Success 52

Customer Success Technical Advisors Sales Technical Review 52

User Pilot

MAY 12, 2024

or dashboards to track your core onboarding metrics i.e. activation , stickiness , drop-offs , etc. Automatic Tracking : HelpHero’s built-in analytics automatically track key metrics such as the number of tours started, tours completed, and the progress users make through the tours.

SaaS 52

SaaS Software Review Onboarding AI Search 52

SmartKarrot

JANUARY 12, 2023

Conduct sales calls with new users to manage successful onboarding, implementation & support. Create and update the library of help center resources to support a rapidly growing user base. Report on key metrics to drive success in user support and in the development of strategies to scale.

Customer Success 19

Customer Success Scale Technical Review Technical Support 19

SmartKarrot

JUNE 23, 2023

Manage user training, end-user onboarding, and post-live support to make sure everyone is utilising Searchspring to its greatest potential. Work together with the technical support and implementations team to configure our implementation in accordance with customer needs and resolve any problems that customers may be experiencing.

Customer Success 19

Customer Success Consulting Technical Support Retention 19

SmartKarrot

JUNE 9, 2022

Create accountability across customer-facing teams by developing appropriate metrics and coordinating compensation and promotions with these metrics. Develop strategic plans to ensure growth or accounts and analyse key metrics to help improve performance. Provide technical support for customers.

VP of Engineering 19

VP of Engineering Customer Success Sales Recruiting Sales Hiring 19

SmartKarrot

SEPTEMBER 23, 2022

Improve the processes to coordinate with technical support and services team to drive overall customer health. Analyze key account statistics and performance metrics to identify pain points and educate clients to drive campaign improvement. Forecast and track key account metrics and targets. Apply here: [link].

Customer Success 15

Customer Success Sales Hiring Travel Technical Support 15

User Pilot

MAY 17, 2024

The onboarding metrics gathered and synced across tools can then help you streamline your in-app flows. Multi-Channel Support : Whatfix gives you the ability to provide technical support throughout every touchpoint your organization uses. That makes it difficult to assess metrics related to product adoption and growth.

Software Review 52

Software Review Technical Review SaaS Onboarding 52

SmartKarrot

FEBRUARY 15, 2022

Apply here: [link] Role: Head of Customer Success Location: San Francisco Bay Area, US (Hybrid) Organization: Ambi Robotics As a Head of Customer Success, you will serve as high-level customer contact and advocate, responsible for seamless implementations, adherence to SLA’s, and efficient resolution of support matters.

Customer Success 19

Customer Success Technical Advisors Sales Hiring Scale 19

Chaotic Flow

AUGUST 18, 2015

Sales, marketing, customer success, and technical support teams all play critical roles in servicing SaaS customers and driving SaaS business revenue. Use whatever approach works best for your particular SaaS business, but don’t fumble your hand-offs. SaaS Customer Alignment Tip #8. Onboard in Real Time. So it is with churn.

Customer Success 138

Customer Success Underperforming Technical Team Scale SaaS 138

SmartKarrot

MARCH 10, 2022

Work cross-functionally to support the SVP to build best practices and evolve JazzHR customer support strategy and practice. Proactive stewardship of all customer service/success-related metrics such as case volume, case resolution, and response time.

Customer Success 19

Customer Success Technical Support Consulting Customer Support 19