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Upgrade the Customer Journey with User Experience Maps and Reduce Churn

Upgrade the Customer Journey with User Experience Maps and Reduce Churn-03

This is a guest post by Ray Slater Berry, a freelance writer for Chameleon with over nine years of content marketing and social media experience. He specializes in product tech, travel, and SaaS. Ray is also a published fiction writer, with his first novel titled Golden Boy.

“Every dollar invested in ease of use returns $10 to $100.” – IBM, The ROI of UX

The above statement was made by the global business powerhouse, IBM. The company explains that it’s far more economical to consider user needs early in the design process than to try and solve them later. Based on the returns given in the above quote, we can calculate an ROI of 9,900%.

And considering the user needs early is exactly what a user experience (UX) map does, meaning creating an effective UX map has the potential to bridge the gap between business success and failure.

By understanding your user’s needs in the early stages of a design process, you’re more likely to consistently meet those needs, meaning a happy customer and reduced churn.

This is why we at Process Street have produced this article, your practical guide to user experience mapping.

Welcome and gather around the user experience campfire. Grab a marshmallow on a stick, a cup of something hot, and relax. Today you’ll learn the ins of outs of user experience maps and how you can create one in the leanest way possible.

Click on the relevant subheader below to jump to your section of choice. Alternatively, scroll down to read all we have to say regarding user experience mapping.

Once upon a time, in a land not so far from here…
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Make Magic & Embody Cross-Departmental Collaboration

Cross-Departmental CollaborationThis is a guest post written by Kashyap Trivedi. Kashyap is a Project Manager, working with an awesome team at Launch Space. He helps SaaS companies conquer the SERPs with Expert Outreach. When he is not working, you’ll find him playing Table Tennis or Meditating.

The Sales, Marketing, and Support teams form the three significant points of a business’ interactions with customers. Because of this, they must work together to create a seamless transition for the customers that are moving from one stage of the buying process to another.

When all three teams work together in sync, they can easily help each other to reach organizational goals quickly. This article will show you how these three teams can work together and how your business can benefit from it. To jump to a specific section of the post click the appropriate link below.

Let’s start with Sales.
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Find the Best Customer Success Software & Grow Lifetime Customers

customer success software

Have you ever typed out a full message on your phone, only to realize that you’ve misspelled something at the very beginning?

It can often take you longer to navigate the teeny-tiny cursor back to fix your mistake than it did to write the message in the first place, right?

I’ve got a little trick that will make correcting your texts 10x easier.

If you slide your finger over the spacebar, you can move the cursor around quickly, easily, and accurately, letter by letter.

Try it!

With this small but effective tip, I’ve not only taught you how to get more value out of your phone, but I’ve also given you an example of how customer success works.

When you teach your clients how to maximize the value of your product, you help them succeed and you show them why it pays to stick with you.” – Tenfold, 10 Companies Mastering Customer Success

Now, if I was an organization, I’d want to provide this type of value to my customers on a far larger scale – all of the time. And, judging by the fact that the use of customer success software platforms has risen from 25% to 43% over the past few years, so would a lot of other people.

Allow me to elaborate as we go through the following in this Process Street post:

So, put your phone aside, and let’s get cracking!
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Customer Experience Measurement: How to Gain CX Insight & Reach the Aha!

Customer Experience Measurement

This is a guest post by Alyse Falk. Alyse is a freelance writer, and she handles stories about the latest developments in the field of technology. Passionate about AI, Alyse has extensive experience writing articles and essays on data-driven analytics, cloud computing, cybersecurity, machine learning, and IoT devices.

Customer feedback is integral to understanding how to deliver a consistently good customer experience. By gathering feedback, you stop guessing about what your customers do and don’t like and, instead, gain direct action items for how to improve customer experience in the future.

Improving customer experience (otherwise known as CX) comes with many benefits. Perhaps the largest of all is that your customers will get better service quality, leading to increased customer satisfaction, loyalty, and advocacy.

Besides improved customer experiences, you will also get significant financial benefits. In fact, 73 percent of companies with above-average customer experience perform better financially than their competitors with a lower level of CX!

However, getting good customer feedback and reaching that ‘Aha!’ moment so you can improve customer experience can be tricky.

That’s why, in this guest post, I’ll be telling you everything you need to know about customer experience measurement, how to do it, and how Process Steet can help.

Read through these sections for everything you need to know:

Or, if you wanted to start compiling customer feedback straight away, here’s Process Street’s Customer Feedback Checklist Template.

Click here to get the Customer Feedback Checklist Template!

Let’s jump right in.

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How to Build a Unified Marketing and Customer Service Strategy

customer service strategyThis is a guest article by Alexa Lemzy – customer support manager and blog author at TextMagic, a bulk SMS solution for business. She helps businesses take advantage of mobile and spends hours reading tons of content about customer retention and business workflows.

Modern consumers are used to having the option to contact businesses on social media and other public forums as well as traditional contact methods. What’s more, customers are sharing their opinions and interactions across the internet and social media more than ever. Today, customer service is a major part of your brand image.

This has blurred the lines between marketing and customer service. Consumers want your business to be consistent from marketing and sales to customer support.

Great customer service is also an effective form of marketing, keeping existing users loyal and attracting new leads.

Strengthening the relationship between marketing and customer service can have a big impact on customer satisfaction. By creating processes for collaboration and feedback, you can increase retention while attracting new clients.

In this article for Process Street, we’re going to look at a series of factors which you have to get right to provide a unified marketing and customer service strategy:

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Call Center Software: The Secret Behind Call Center Success

Call center software

Call center agent: “Ok Brenda, can you please close all windows and then restart your computer”
Brenda: “Ok, no problem”
2 minutes later…
Brenda:“Ok, that’s done. Do you want me to close all the doors too?”

Even in the current digital climate, the majority of people (not just the Brenda’s of this world) still prefer being assisted by phone.

In fact, a study by Harvard Business Review found out that 57% of customers move from the web to the phone when they need support. Not only that, but the global call center software market size was valued at $18.1 billion in 2019 and is expected to reach $72.3 billion by 2027.

I don’t know about you, but these statistics were a shock to me.

With the stigma attached to call centers and the introduction of Live chat, forums and IM platforms, I thought call centers were dying a slow and painful death?

This couldn’t be further from the truth. They’re back! Better than before and here to stay, thanks to call center software.

Join me on a journey of discovery where we will look at the following topics to find out how call center software has brought call centers back from the brink:

Ready to go?

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Call Center Outsourcing: How To Boost Support Quality and Availability

call center outsourcing

This is a guest post from Derek Gallimore from Outsource Accelerator. Derek’s blend of extensive international business and travel experience means that outsourcing came relatively naturally to him. Derek has been in business for over 20 years, outsourcing for over seven years, and has lived in Manila, Philippines – the world’s outsourcing capital – for over five years. He has worked and lived in five countries and worked and traveled through dozens more.

A great business focuses on building customer relations. They need to reach out to their customers to fulfill their service needs, such as inquiries, service-related concerns, and marketing offers.

Someone needs to follow up on billings and collections. Another person needs to send out newsletters to its clients. When a new product or offer comes out, someone must inform the customers either through calls or emails. In some cases, someone also needs to gather data regarding customer satisfaction and commentaries on what needs to be improved in their products.

It can be tedious, especially for startups and small businesses with a few people on it to man these tasks at once, so strong customer service and sales teams are needed to fulfill these tasks.

Good thing is, businesses can rely on call centers to manage these activities. This article will tackle:

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How to Develop a Customer Feedback System for Success

customer feedback system

This is a guest post from Mercer Smith-Looper. Mercer is the Head of Support at Appcues, a writer for Supported Content, a yoga fanatic, and strives to make the world a little bit happier one customer at a time.

There will always be people in this world that want something from you. Whether you are a business, an individual, or a group, people are needy.

Most company inboxes have a significant number of feature requests. Some of them make a lot of sense and some of them are probably pretty out there.

But whether customers are asking for something that you already have on your roadmap, or something that isn’t even tangentially related to your product, you still owe it to your customers to respond.

In this article, we’ll cover:

So, let’s get started!
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How to Unlock the Secret to Customer Success: Automation

customer success automationThis is a guest post from Shawn Mike. Shawn has been working with writing challenging clients for over five years. His educational background in the technical field and business studies has given him the edge to write on many topics. He occasionally writes blog articles for Dynamologic Solutions.

According to statistics, it is claimed that US organizations suffer a loss of $62 billion a year thanks to unsatisfactory customer service.

Customer service represents your secondary acquisition test, beyond actually getting that customer on board in the first place.

It’s very much a short-term game of conflict resolution, and your business depends mainly on how you deal with customer feedback and requests.

For maximum lifetime value, you need to consider how to synergize customer service with customer success.

It must be kept in mind that customers are the heart of every business and should be at the top of your priority list.

Satisfied customers help increase sales and build brand identity and reports claim that 77% of customers are estimated to recommend a brand or business to a friend depending on how good their experience with your product is.

Which is why focusing on keeping your customer base satisfied with great service and excellent products can go a long way in improving your sales.

Nowadays, consumers expect more than just a great product. They need you to guide them through the perfect experience. A better customer experience equals a greater lifetime value expectancy.

This article is all about figuring out the best way to analyze and improve customer experience by automating a lot of the manual work that can get in the way.

We’ll focus on:

Read on to learn more about how to optimize your customer success strategy. There’s even a free Ebook for you at the end of it!
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Self-Service Vs. Customer Support: Which is the Best Customer Engagement Strategy?

customer engagement strategy

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.

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