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The world of today requires trendy technology in order to beat the odds because of the competitive pressure existing among business organizations. This has made business people get out of their comfort zone to make sure they stay at the top. Giving the customers great products and services in an easy and satisfying way can only happen to businesses that are ready to undergo digital transformation.
It often happens that the number of calls to the support team exceeds the capabilities of operators. At first glance, it may seem that this is a given that must be accepted, and the only way out is to add new people to the team. But it’s not like that: it’s impossible to extend the staff indefinitely. First, try to find out if you really did your best to relieve the support team. Shall we check it out?
The Customer Success Operations (CS Ops) is, as the name suggests, about operations but that's only a tiny part of what CS Ops can and should be tasked to do
When was the last time you texted someone on WhatsApp or Facebook Messenger? I bet you keep at least three WhatsApp conversations going right now. While reading this article. And doing a bunch of other things.
Gone are the days when banking services were standardised and restrictive. Evolving digital technologies, shifting consumer preferences and increasing competition are creating new challenges for banks.
Games are designed to keep us playing as long as possible. By presenting players with challenges and rewards for completing them, apps can generate dopamine hits in their users that can keep them coming back for more. Most people love a challenge, and consciously or not, we love rewards even more, even if they’re largely arbitrary.
With the pandemic dying down, its consequences are still with us. People have become more mindful about their health, spending, jobs, and relationships. Consumers’ relationships with brands have also changed, and brands have to adapt their customer service and support to new customer preferences.
Customer education is a powerful growth marketing tool for online businesses. I discuss how to create a customer education strategy for your company in 2023.
There won’t be analogies about an acquaintance in a bar or stupid jokes; it is clear without them how important it is to correctly start a conversation with a customer.
An informative piece of content for VPs of customer success on how to achieve a 125% increase in annual recurring revenue (ARR) and what to look out for.
Shelf label is nothing but labels to put on a rack or a shelf where an item is stored. These labels are printed and put on store rack or shelf. For example, when you go to a supermarket you can see labels are displayed with various information where the product is stored.
Learn how to capitalize on your business standards and increase the conversion rate by approximately 85% by analyzing customer behaviors with data you collect.
An efficient retention strategy increases the company's profit up to 95%. Here are the best loyalty programs in the tech sector you can look to for inspiration.
In a global economic downturn, retaining current customers is crucial for businesses, especially for SaaS companies facing the growing risk of customer churn.
Innovation comes from identifying customer needs and meeting them. It is easy to understand but hard to do. When you start building a new product, you need to m
YC Startup School’s Delhi founders who work for SMBs met online to share the problems they were working on and what they learnt while building for SMBs. For the first meetup, we had mouve.app, restat.co, designforpeople.in, and Uplift Inc.
Time-To-Value is a Customer Success metric that is undervalued in SaaS but could be an advantage for a business. This article explains TTV and the types of TTV.
Zero-touch networks enable operators to digitize the entire customer lifecycle, taking all customer interactions online through a website or mobile app.
Average handle time is a key metric to focus on when trying to improve your customer support strategy. Read more about its major contributing factors, and what
Hello World! This is Sidra, Business Development Representative from HackerNoon's smart and lean Sales team. Today, I'm here with exciting news - WE ARE HIRING!
Artificial Intelligence is a powerful set of tools that can be used throughout a business' operations allowing them to achieve better customer success.
Jobs-to-be-Done is the framework for understanding your customer’s needs. However, it goes further than just understanding, and it provides the foundations for improving existing products and services, launching new products and go-to-market activities.
We bet you have your own “gone customers’ cemetery” of those who once were with you, but have gone and are not planning to return. It’s sad, but you can’t give up: almost half of them are sure to be returned.
Most online businesses have customers from any part of the world. How would you make them comfortable to use your service or product? How will you ensure a great customer service experience without getting stuck with the language barriers?
Inbound sales begin when a lead comes from a potential customer reaching out to your organization to inquire about a product or service. Outbound is opposite
Friction is part of life. We experience it all the time - at work, in relationships, in politics - it's everywhere. But when it comes to business, friction cost can be extremely high.
Many companies find it challenging to tie customer satisfaction with revenue growth. However, when we consider the positive outcomes of customer engagement, such as high retention, increased upsell and cross-sell rates, and word-of-mouth marketing, the business benefits of outstanding customer experience become much more tangible.
Most businesses focus mainly on how to attract new leads to their website. But they tend to overlook the importance of retaining their existing customers.
When you consider all outcomes of your email campaigns, don’t be afraid to ask the right questions. Even if they scare you. For example, don’t say “What should I do if I get negative replies?”. Say “What should I do when I get negative replies?”.
Measuring satisfaction – the very concept seems weird. It’s either there or not, what’s there to measure? Yet, it turns out that you can, in fact, measure customer satisfaction, and in more than one way.
Building a SaaS product doesn't automatically makes you a success. You've got to win your first customers to build an empire. Here are some tips to get started.
Email has been going strong for over 50 years but according to many news outlets, including Forbes, The Telegraph, and The Wall Street Journal, email’s use has gone down drastically. But the data tells a different story; it is estimated that by 2022, 126.7 trillion emails will be sent. In 2017, 90% of all Americans of all ages, from 15 all the way to 65 and up, checked their emails regularly. Even Gen Z checks their email - and quite often too. More than half check their emails several times each day. So in the end, email is alive and well and is still commonly used for personal and business applications. Using email for business can be a tricky endeavor however.
Over the years, how companies handle customer service has changed dramatically. More than a decade ago, phones or fax were the only ways to contact a company.
Are you wondering why customer service is important for your business? Here are 15 Reasons for customer service that will help you become customer-focused.
So, millennials, huh? Oversensitive snowflakes, always in their smartphones, but don’t like phone calls. What else do we know about people who are already the largest and most influential generation of consumers and only going stronger?
Looking for some straight-to-the-point advice to help you build a successful SaaS business? Philipp Wolf shares personal advice from a founder in this article!
Customer-Centricity is bang on trend; 73% of business leaders recognised customer experience as one of the most important purchase-driving factors. The truth is, there are no conniving, cheeky tricks you can use. Instead, it takes consistency, persistence, and a shared team ethos.
Large or small, over the past few months all organizations have been impacted by COVID-19 in one way or another. For startups with limited resources and small teams, adjusting to the downturn has been especially difficult. As we collectively adjust to the new normal, Heavybit has been collaborating with industry experts and experienced leaders to learn what teams can do to weather uncertain times more effectively and develop educational COVID resources for startups.
Canned responses help you deliver quick responses while communicating with customers. Here are the most common canned responses that every support rep may need.
Any growing startup needs a professional customer support system sooner or later. There are many solutions on the market (just look at G2 Grid here), but I personally prefer Zendesk for its flexibility, simplicity and good UI. I know Zendesk from a very early time and still love it.
To be completely honest, customer service is such a wide notion that it’s quite difficult to see which tools count as customer service tools and which don’t.
