SurveySparrow

NOVEMBER 20, 2022

To help you decide which software to choose, we’re going to compare Freshdesk and Zendesk based on seven essential features of customer service software. Customization and branding. Knowledge management and self-service. Customer Success has two tiers geared towards enterprise users.

Self Service 52

Self Service Comparison Analytics Gamification 52

Gainsight

JULY 27, 2022

InSided by Gainsight gives you everything you need to get more from your own customer community including: Community Q&A and discussions. A customer-driven Knowledge Base. Community is the cornerstone of Digital Customer Success. Cognite’s VP of Customer Success, Alex Farmer is about to change your mind.

Self Service 59

Self Service Knowledge Base Customer Success Metrics 59

SurveySparrow

MAY 30, 2023

Let’s unpack this concept and provide you with practical tools for accurately measuring the success of a ticket management system. Why measuring the success of a ticket management system is important? This could be via email, phone, social media, or a self-service portal.

System 52

System Measurement Tips Self Service 52

ChurnZero

AUGUST 20, 2021

If you work in Customer Success, then you’ve likely experienced the challenges of customers reaching out to you for their support-related needs – whether it’s technical troubleshooting or resetting a password. When distinguishing between these two customer-facing functions , the customer may think: “eh, tomayto, tomahto.”

Customer Success 52

Customer Success Self Service Customers Knowledge Base 52

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

Software 87

Software Customer Success NPS Net Promoter Score 87

Gainsight

AUGUST 31, 2022

Within the world of customer experience (CX) and customer success (CS), however, I use the term squishy to describe a team that operates on the basis of intuition or assumed best practices, not hard evidence. And these options don’t always involve ticket management. No more guesses. No more assumptions. Hard data.

Self Service 52

Self Service Data e-support How To 52

Gainsight

AUGUST 10, 2023

While the idea of ensuring value realization and verifiable outcomes for customers is well-established, the path to achieving this at scale is an entirely different proposition. The challenge, however, magnifies when it comes to extending consistent value delivery across hundreds or even thousands of customers.

Self Service 52

Self Service Touchpoint Roadmap Customer Journeys 52

Kustomer

AUGUST 4, 2022

Customer service leaders have a lot of data to track and interpret, and a good customer satisfaction score is one of the important metrics to keep an eye on. But these satisfaction metrics aren’t just for evaluating the efficacy of support agents. What Are the Benefits of Monitoring Customer Satisfaction?

Net Promoter Score 89

Net Promoter Score Effort Score Customer Satisfaction NPS 89

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

Amity

NOVEMBER 27, 2017

The other day, I heard a podcast in which Gary Vaynerchuk said, “If you care more about the end consumer than you care about your own self, you will win” This is the heart of Customer Success. Customer Success is crucial to anyone that is selling anything.

Customer Success 71

Customer Success Self Service Industry Knowledge Base 71

ChurnZero

OCTOBER 4, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Sam Schneider, the VP of Client Success at Bloomfire. A: It’s ok to say no.

Customer Success 40

Customer Success Self Service Effort Score Customers 40

Totango

SEPTEMBER 20, 2022

Finally, we’ll share five top strategies and best practices you can use to get the most out of your customer enablement efforts. What Is Customer Enablement In Business? Customer enablement is a customer success strategy that provides customers with the resources they need to achieve the desired results from using your product.

B2B 85

B2B Net Promoter Score Self Service Social Media 85

Gainsight

MAY 4, 2023

So, instead of being focused on Support, a Community should be a pivotal strategy in your Customer Success journey, driving real business results and value for the customer — not simply vanity metrics like member growth or number of posts. And finally, it’s about the customer experience.

Self Service 52

Self Service How To Effort Score B2C 52

Kustomer

MAY 14, 2019

Customer service leaders have a lot of metrics to track and interpret, with customer satisfaction data as some of the most important — and often underutilized. We’ve compiled some of the most frequently asked questions our CX team receives about customer satisfaction metrics. The average CSAT rating is 8.4,

Customer Satisfaction 45

Customer Satisfaction Metrics Effort Score Net Promoter Score 45

SmartKarrot

APRIL 7, 2022

Role: Director of Customer Success. As a Director of Customer Success, you will hire, grow and develop a regional customer success group. Define operational metrics for the group, and measure the Effectiveness of Customer Success. Role: Senior Director, Customer Success.

Customer Success 19

Customer Success Self Service Roadmap Knowledge Base 19

Bold360

APRIL 28, 2021

That businesses can actually improve their key indicator metrics during uncertain times if they have the right systems and tools in place. In fact, one business (and Bold360 customer) experienced a jump in customer satisfaction (CSAT) from 67% to 90%. Connect the Knowledge Base.

Customer Satisfaction 52

Customer Satisfaction Banking Chatbots Self Service 52

SurveySensum

SEPTEMBER 5, 2023

In addition to these support methods, it’s crucial for businesses to create a comprehensive knowledge base with clear, objective responses and offer ticketing options. Beyond this, businesses should: Go beyond reactivity by anticipating customer needs for proactive support. But just having this metric isn’t enough.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. ME: Consider developing health scoring based on customer sentiment, engagement, and other key customer events.

Customer Journeys 98

Customer Journeys Effort Score Self Service Chatbots 98

Education Services Group

NOVEMBER 22, 2021

What if you could reliably predict a customer’s future behavior? (No, A customer health score can help Customer Success teams do just that. It’s a way of evaluating a customer’s likelihood of churning, renewing, or expanding — helping CSMs identify and mitigate potential customer issues before they arise.

How To 52

How To Metrics Knowledge Base Customer Success 52

UJET

DECEMBER 17, 2019

Instead of generic menu options, customization implemented from customer data can direct customers to self-service solutions rather than connecting them to a live agent for simple tasks like password or address changes, bill payments, and/or finding faster shipping options. Knowledge and Insight.

Self Service 74

Self Service Customer Service Customers Connections 74

SurveySensum

AUGUST 8, 2023

What is B2B customer service? This way, your valued customers can pick their preferred method of interaction. Create a Knowledge Base & Self-Service Options for Customers Imagine having a one-stop shop filled with FAQs, helpful guides, detailed blogs, step-by-step video tutorials, and much more.

B2B 52

B2B Feedback Customer Service Self Service 52

Help Scout

DECEMBER 5, 2018

This is an especially perplexing question for customer support teams, where measuring the impact of our actions on business metrics has always been a difficult exercise. Customer support is still fighting the perception of being a “cost center” rather than a revenue generator. Make self-service part of your customer service.

ROI 40

ROI Self Service Software Return on Investment 40

Help Scout

MAY 12, 2021

Throughout March, you sign up 100 new customers, and on March 31st you have 580 customers. For a subscription business, this is a clear and simple metric. If customers continue paying their regular subscription, they are considered retained. The customer feedback and reviews mentioned in the previous sections.

Customer Retention 117

Customer Retention Effort Score Self Service Measurement 117

Amity

APRIL 3, 2017

As with anything, you need to look at what’s right for your business, team, and customer base, but here are some core metrics and data points that if you are not already tracking, you should be! As you are about to get a lot of metrics thrown at you, I have broken this out into three buckets: The obvious.

Measurement 70

Measurement Effort Score Case Study Net Promoter Score 70

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics How To Effort Score Self Service 98

SmartKarrot

APRIL 18, 2023

“When the customer comes first, the customer will last.”- Robert Half Scaling a customer success team is essential for Saas and technology companies to be able to successfully derive value to customers through their product and service offerings.

Customer Success 10

Customer Success Net Promoter Score Touchpoint Effort Score 10

Gainsight

NOVEMBER 9, 2022

Along with other Customer Success, Product, and Community leaders, it underscored the need to build durable growth — now, more than ever before. . Net Revenue Retention: The One True Metric. “ We talked to investors and CEOs who said Net Revenue Retention is the most important metric for them this year. Mehta explained.

Self Service 19

Self Service Roadmap Customer Success Knowledge Base 19

SurveySparrow

AUGUST 25, 2023

Encourage active listening and empathy in customer interactions. Implement a robust knowledge base and FAQs to equip support agents with quick and accurate information. Use customer service metrics to measure team performance and identify areas for improvement. #3

Tips 52

Tips Customer Experience Social Media Self Service 52

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 52

Metrics How To Effort Score Self Service 52

SmartKarrot

OCTOBER 2, 2023

Churn—the rate at which customers stop using a product or service—is a challenge many businesses face. But, with the right strategies and approach, you can significantly reduce churn rates and drive long-term customer success. More on this blog – Customer Success Metrics: Qualitative vs Quantitative Data.

How To 10

How To Self Service Touchpoint Culture 10

SmartKarrot

MARCH 23, 2022

The idea is to reduce the time taken to respond to customer questions and lead to faster resolutions. Customer responsiveness will help improve customer experience and lead to customer success. A company that is accessible to customers and attends to their needs is one that more customers will be attracted to.

Social Media 11

Social Media Self Service Chatbots Knowledge Base 11

Kayako

NOVEMBER 8, 2017

You’re missing out on the benefits of self-service. FAQs are a form of self-service, and most people, if not all, prefer to resolve their issues than to wait and interact with a customer service rep. The good news is that companies are quickly realizing the benefits of creating self-service content.

Self Service 156

Self Service Knowledge Base Ecommerce Tips 156

eGain Blogs

FEBRUARY 7, 2020

. “Though KM has historically been primarily an area of interest for support, I’m seeing more organizations, including professional services, managed services, and customer success, formalizing the capture and sharing of knowledge.” ” Knowledge improves call center metrics (KPIs).

Call Center 52

Call Center Metrics Self Service Contact Center 52

ProProfs Chat

OCTOBER 13, 2020

They aren’t checking up on your customer service team like Bezos but looking for a solution. Even if customers successfully connect with your team in less than a minute, what’s the guarantee that they’ll get a solution on their first call? What does it really say about this customer service metric ?

How To 98

How To Self Service Banking Knowledge Base 98

Gainsight

DECEMBER 14, 2023

It’s no surprise that highly engaged customers tend to be happier, longer-lasting customers. But there’s a catch: It can be a challenge to reach every customer as your business scales. Enter Digital Customer Success (CS). Pop sat down with Gainsight customer Juan Del Rio, Community Manager, Devo, to find out.

Engagement 52

Engagement Self Service Connections CRM 52

Retently

FEBRUARY 27, 2019

Don’t forget – the longer you can keep a customer, the greater is the provided value during their lifetime relationship with your brand. Here’s where the term customer lifetime value comes forward. What Is Customer Lifetime Value? Customer Lifetime Value. Maintain a Knowledge Base.

Social Media 133

Social Media NPS Omni-Channel Effort Score 133