SaaS Customer Onboarding: Why It’s Valuable to Software Companies

Landing new customers is a hell of a lot of work for B2B (business-to-business) software companies. Even the easy deals require extensive brand awareness efforts, targeted marketing, testimonials, sales conversations, proposals, and so much more.

SaaS Customer Onboarding: Why It’s Valuable to Software Companies

Landing new customers is a hell of a lot of work for B2B (business-to-business) software companies. Even the easy deals require extensive brand awareness efforts, targeted marketing, testimonials, sales conversations, proposals, and so much more.

Proving the Value and ROI of a Customer Service System

Creating a solid business case for customer service initiatives has been difficult in the past. There’s still a mindset in the workplace that customer service is a “necessary cost” and that’s it. You need customers to have a business, and they require customer service to stick around. That’s the way the relationship has been viewed for decades.

5 Reasons Why Customer Support Systems are Essential to Great Businesses

Customer support can be a challenge. Especially in the B2B (business-to-business) industry, the quick decisions your support team makes can have a profound impact on a customer relationship. Whether or not they make the right decision on the phone can be the difference between calming an upset customer or making them even more angry.

Why Facility Management Leaders Need B2B Customer Support Software

The facility management industry is unique. You’ve got customers with all different types of buildings and a wide array of needs and demands. This means there’s isn’t a “blueprint” for how to deal with customer issues as they arise.

Is Ditching Phone Customer Support a Smart Decision?

There’s an old saying – “the squeaky wheel gets the grease” – that sometimes rings all too true for customer support teams. When prioritizing support inquiries, there’s a hierarchy of channels. Email sits at the bottom, with response times ranging into hours or even days. Chat is somewhere in the middle, with customers expecting a response in a few minutes. Phone support sits at the very top. It’s common for customers to call in and expect to speak with a real person right away. If they’re left on hold, it’s a frustrating experience that contributes to driving customers away from a business.

How to Optimize Your Main Company Website for Customer Success

A company website is important to any business. It’s your face and first impression to all different types of people – prospects, investors, researchers, and more – and putting the right content in front of the right role makes a difference.

3 Reasons Why Gamification in B2B Customer Support Doesn't Work

“Whoever closes the most tickets by 5PM gets a $50 gift card!”

“5 extra gold stars if you’re able to close 20 tickets today!”

“Every ticket you close is another entry into our iPad drawing on Friday!”

If you’ve ever worked in or been a part of the customer support industry, you’ve likely seen or directly experienced “contests” or “games” like the scenarios listed above. The more formal definition – gamification – is essentially a tactic used by the customer support industry to incentivize agents to reach specific (yet often arbitrary) goals put in place by leadership.

Why Customer Service Integrations are Essential to Success

It seems like all areas of a business now rely on software in some way. There is payroll software for Accounting, lead nurturing and CRM for Sales, and customer service for the support team to resolve customer issues. All these systems are great, but in this modern era of business how do companies communicate internally with so many different technologies?

4 Reasons Customer Service Ratings Matter More Than You Think

Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business.

 

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SaaS Customer Onboarding: Why It’s Valuable to Software Companies

Landing new customers is a hell of a lot of work for B2B (business-to-business) software companies. Even the easy deals require extensive brand awaren...

Read more

Proving the Value and ROI of a Customer Service System

Creating a solid business case for customer service initiatives has been difficult in the past. There’s still a mindset in the workplace that customer...

Read more

5 Reasons Why Customer Support Systems are Essential to Great Businesses

Customer support can be a challenge. Especially in the B2B (business-to-business) industry, the quick decisions your support team makes can have a pro...

Read more

Why Facility Management Leaders Need B2B Customer Support Software

The facility management industry is unique. You’ve got customers with all different types of buildings and a wide array of needs and demands. This mea...

Read more