While your blog is the external face and voice of your company, your support team is the internal one. According to Jason Lemkin of SaaStr, SaaS companies — especially startups — should be using their company’s product, even if the teams don’t strictly ‘need’ to.
In Jason’s article, he recounts how PayPal president David Marcus ranted ‘use our app or quit‘ to his employees. While it could be argued that David Marcus is being an angry egotist and going a little too far for an app that everyone may not have a use for, he says that the reason he wants everyone using it regularly is so that PayPal can ‘get better, and better’.
That brings up an interesting issue — by putting every single employee on support in some capacity, you’re tackling several problems at once. You’re lightening the load of the dedicated support teams in busier times, teaching employees about the product they may well be advertising or marketing and gathering vital data from users on how the product could be improved.
This is a guest post from Brayn Wills, knowledge management manager at ProProfs. He is responsible for creating unique and relevant content on knowledge base tools and keeping track of the latest developments in the realm of knowledge management. In his free time, he is either reading a new book or exploring offbeat destinations.
When customers deal with businesses, they expect a great experience. This means that some kind of customer support needs to be available to them, around the clock.
Of course, providing quality customer support with real human agents managing helpdesks 24/7 is an expensive proposition.
On the other hand, companies need to make it easy for customers to access information to solve common queries – this is a vital factor in the journey towards consistent, high-quality customer satisfaction.
Many organizations are now implementing customer self-service via traditional and online platforms to ensure that neither the business nor the customer suffers.
This helps them to deliver a double whammy of maintaining their overheads while improving their efficiency in customer service, both of which result in improved customer experience.
With the adoption of digital services, self-service is gradually minimizing the burden on live agents too. It is also allowing businesses to successfully meet customer expectations with regards to servicing queries in a more timely and regulated fashion.
However, going overboard with the automation of customer support self-service can be a risky move for businesses. While it may help in curbing expenses, it may take an adverse toll on customer satisfaction and the overall reputation of the business. Therefore, the key is to hit the right balance between man and machine.
This is a guest post from Rhiza Oyos, the inbound marketing manager at Spiralytics.
Customers relationships are the lifeblood of every SaaS business. However, regardless of their years of operation, there are moments when these relationships can — for better or worse — dramatically change
A customer’s experience is everything. It helps SaaS companies attract customers, retain them, and generate referrals
So, businesses who understand the importance of customer experience end up winning the race and beating the competition. In particular, winning companies are those that understand the human factors and emotions at play in experience, design, and production.
“In other words, if you want that next sale, if you want good word of mouth, and if you want to keep your customers, it’s unlikely that anything else you do matters more than delivering a superior experience”
Experience is all about moments.
In designing an exemplary customer experience, businesses should know about the four moments of truth that can help them get ahead.
A buggy Netflix account. A defective iPhone. Faulty B2B software.
There’s nothing more frustrating than when products and services encounter issues, or when they simply don’t work at all.
Consumers expect the products and services they buy to perform properly. After all, they’ve handed over their hard-earned money to the vendor in exchange for goods.
Who do consumers turn to for assistance? Customer support.
However, a customer-facing employee can only carry out excellent service if they’re onboarded correctly, fully trained, taught how to interact with customers, and given regular feedback on their performance.
If consumers aren’t impressed with their experience, they can churn immediately and leave negative reviews in their wake. Should the churn rate increase and harmful reviews accumulate, it could be the death knell of an entire business.
At Process Street, we know about – and strongly believe in – effective customer support. In fact, we operate a policy where each new employee must undergo a period of customer support experience, which amounts to a few weeks in total.
That’s why we created these 17 free templates for other teams.
The process templates featured in this free template pack will help strengthen any customer-facing team’s ability to perform successfully. From new employee training checklists to performance reviews, churn reduction checklists to a guide on responding to negative reviews, we’ve got your workflows covered.
When thinking of the world’s most popular brands, which ones come to mind? In Forbes’ annual list of the World’s Most Valuable Brands, Apple, Google, Microsoft, Amazon, and (META) Facebook are identified as some of the top-performing companies, with earnings being a key indicator of their success.
But while revenue may be a significant proof point of industry viability, how you approach your customer experience is another metric that gauges the future prosperity of a business. And one that has an equally significant say in how your business fares in the future.
In Aircall’s report, Putting Your Customer First, we found that more than 50% of customers stopped supporting a business after a poor customer experience. This shows just how impactful a negative customer experience can be, undoing potentially years of customer loyalty in a single interaction.
On the flip side, though, a positive customer experience can make a profound impression on people and go a long way to securing brand loyalty in an increasingly competitive marketplace.
Either way, customer experience and going all out to impress your audience is one area you cannot afford to neglect.
To make sure your strategy is as impactful as possible, this Process Street post will cover these five tried-and-tested ways to improve your customer experience below:
Since 2015, Nahla Davies has been working with enterprise clients around the world developing RegTech protocols and best practices. She’s also worked with both enterprise and sovereign governments as a key contributor for notable public projects like DCOM.
If the pandemic has shown the world anything, it’s that business professionals and, specifically, marketers can still meaningfully engage customers in an increasingly digital world. It’s undoubtedly challenging for marketers to continue providing a seamless customer experience across different digital channels such as social media.
Thankfully, though, factors such as artificial intelligence (AI) and data analytics can make multi-channel customer experiences engaging across the entire customer journey — from product consideration all the way to purchase.
Businesses have proven themselves both capable and willing to remain adaptable amidst the tumultuous COVID pandemic in order to understand business problems and subsequent opportunities. The process of actually understanding these problems and opportunities, however, isn’t exactly straightforward.
Analytics, data, and artificial intelligence have the potential to enrich marketers’ understanding of their customers’ experiences in order to deliver meaningful, relevant experiences in the future. To that end, let’s quickly take a look at how data and analytics can be invaluable for marketers interested in enhancing the complete customer journey that they provide across different digital channels.
Amy Dawson is a freelance copywriter specializing in content creation and PR strategies. With a background in recruitment, Amy has spent many years writing about how to make the most of your job hunt, from finding out where to search for your dream job, to preparing for your interview and understanding what to expect from your employer.
For many years, businesses have seen better sales & business performance as a result of dedicated departmental operations managers: Sales operations, marketing operations, customer operations, systems operations, they all work to improve the operational efficiency of their teams.
However, this kind of vertical organization can make it difficult to figure out how sales, marketing and customer success can work together optimally.
Siloing operational knowledge like this often leads to inefficiencies and reduced performance.
That’s where the role of revenue operations (also referred to as RevOps) comes in: Their goal is to increase efficiencies and ensure that each strand is working together harmoniously.
During the second world war, a young soldier from Lille attended a dance for servicemen about to be deployed. One woman caught his eye, and eventually, he worked up the nerve to ask her to dance.
Thinking that he would ask again – as most of the other young men would – she politely declined. The young soldier was shy, though, and took her refusal at face value. Not knowing her name or if he would even return, the young soldier went off to war.
Nearly a century later, their granddaughter – my very closest friend for all of three days – told me the story as we drove through the French countryside between Lille and Arras.
We love stories like that – the romance of chance encounters, unintended separations, and reunions that could only be an act of fate. Maybe it’s having an answer to the so-often unanswered question What might have been? that’s the thing that really resonates. Personally, I’m just really nosy and I like stories.
While most of us have some variation of “a friend of a friend’s second cousin’s grandmother was reunited with her first love by total accident,” the truth is, we rarely experience these reconnections without some sort of deliberate effort by one or both parties.
But we lose touch with people all the time. High school best friend. University mentor. Pick-up game buddy. Customer whose payment didn’t go through and involuntarily canceled their subscription to your service because they didn’t realize it.
Happens all the frickin time. But there is no missed connections column for lost customers. If you want them back, you’re going to have to be proactive. Fortunately, not only am I good with stories, but I’m pretty good at solving problems, too. (Or, at least, nagging our CS and Ops Team Manager, Blake Bailey, until he spills all his secrets.)
Either way, in this Process Street post, I’ll share the 5 things you need to know to put some life back into those ghost customers haunting your MRR.
The customer lifecycle begins with awareness and matures to advocacy, from the first interaction with your brand, to an evangelized super-user who raves about and recommends your product to friends, family and associates.
This Process Street article focuses on the customer lifecycle management – how to understand the different stages of the customer’s lifecycle, and guide them from initial awareness to long-term advocacy, with the help of tech.
Optimal customer lifecycle management is vital as this can maximize customer lifetime value (CLV) by boosting customer retention. This, in turn, will bolster your bottom-line by:
Selling to an existing customer base: There’s a 60-70% chance of selling to an existing customer base relative to a 5-20% chance of selling to new prospects.
Increasing customer retention: A mere 5% increase in customer retention is enough to raise a company’s profits by 75%.
Getting customer lifecycle management right can be tough. To help you, we’ve put together this list of essential tools to complete your customer lifecycle software stack, for optimal customer lifecycle management.
Each tool is chosen as per the customer lifecycle stage it’s best used for. Each customer lifecycle stage will have differing aims, which means it’s vital you use the right tools to meet your objectives. For this article, we’ve done the work for you.