Totango

APRIL 1, 2022

When it comes to creating winning customer experiences, consistency is key. Your customers should experience the same level of quality from your company at each stage of their journey and from each department in your organization. However, you can’t provide valuable and consistent experiences with disconnected systems and siloed teams.

Customer Experience 119

Customer Experience Start-ups Sales 119

Totango

MARCH 19, 2021

The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. Keep in mind that onboarding can also begin in the presales process.

Customer Retention 124

Customer Retention Sales Business Growth 124

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Innovation 81

Innovation Customer Service Omnichannel Social Media 81

SurveySensum

JANUARY 10, 2024

They were asking for feedback on their products. After all, on a lazy Sunday, the last thing I wanted to do was complete a survey. But don’t worry; this blog will provide you with the worst and best times to send a survey so that you can evaluate your strategies and gather authentic customer feedback. Let’s get started.

NPS 52

NPS Customer Feedback CX Text Analytics 52

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. What Are the Main Steps in the Customer Journey?

Customer Journey Map 92

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 92

Comm100

MAY 23, 2023

This blog will help you on your way, providing the top automated customer service examples that can be used across industries. Their benefits can vary too, from increasing efficiency and cutting costs, to providing 24/7 availability and improving the customer experience. What is customer service automation?

Customer Service 74

Customer Service Artificial Intelligence Machine Learning AI 74

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. At the same time, you need to minimize time-to-value (TTV) to ensure customers see the benefits of your product as soon as possible. Completing profiles. This sets the stage for expanded usage of your product. Assigning account managers.

Customer Journey Map 93

Customer Journey Map Close the Loop Start-ups Technology 93

Intercom, Inc.

FEBRUARY 16, 2021

So whether its originality of thought or artistic brilliance, the sheer scale of visual and conceptual input we experience on a daily basis can blur the lines between where your idea ends and mine begins. You can’t conjure these bricks from thin air, they’re accumulated through different experiences and influences”. Not convinced?

Start-ups 283

Start-ups Transportation Innovation Technology 283

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Post-sales interactions, starting with the customer’s onboarding experience and continuing throughout their relationship with your brand.

Touchpoint 116

Touchpoint B2B Customer Journey Map Social Media 116

Totango

OCTOBER 13, 2021

In fact, you can use a downgrade as an opportunity to remind customers of the value of your product and the quality of your customer service, giving them a potential incentive to upgrade again. Deliver Excellent Customer Experience. Poor customer experience can prompt downgrades. Make It Clear How to Downgrade an Account.

Start-ups 103

Start-ups Sales Customer Experience Customer Service 103

VOZIQ

NOVEMBER 20, 2023

With the latest iteration of ChatGPT4 that can analyze and classify images, contact centers can automate more and more conversations. For instance, imagine a customer uploads an image of a defective product on social media.

Predictive Analytics 52

Predictive Analytics Customer Retention AI Social Media 52

Totango

OCTOBER 11, 2021

For example, when your customer’s activity pattern indicates that adopting a new product feature would help them derive more value from your product, this can trigger an email with a tutorial link to be sent to them. Try it free to experience how Totango can help you automate higher customer adoption rates. Continuous Education.

Education 96

Education Technology Technology Customer Service 96

Intercom, Inc.

SEPTEMBER 6, 2022

This is the seventh post in a series exploring our product principles. Which customers experience the change: We rely on feature flags to validate changes in production and incrementally release them to customers. It’s completely hands-off and engineers get an automatic Slack notification once the change is live.

Engineering 138

Engineering Start-ups Gaming Sales 138

Intercom, Inc.

DECEMBER 14, 2022

This October, we were delighted to present our sleekest, most powerful Messenger yet – the only fully customizable messenger that you can truly make your own, optimizing the experience of both your team and your customers throughout their journey. We’ve also added full size or compact options to better fit into your product.

Customer Satisfaction 104

Customer Satisfaction Customer Feedback Gaming Customer Service 104

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. What Are the Main Steps in the Customer Journey?

Customer Journey Map 73

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 73

ModSquad

APRIL 13, 2021

.” In fact, a recent survey suggests that companies value providing strong customer service more highly than providing a quality product or unbeatable prices. Learn what steps you can take to ensure your customers think of you when they envision a great ecommerce customer experience. The Importance of Mobile Optimization.

Customer Experience 119

Customer Experience Customer Loyalty Customer Service 119

SurveySensum

MARCH 12, 2024

What makes a survey truly an experience? So with an impeccable survey design , coupled with survey logic, there is nothing that can stop you from avoiding low survey completion rates and inaccurate data. In this blog, we will explore the basics of survey logic, its different types, and how it can benefit you in various ways.

Start-ups 52

Start-ups Actionable Insights Retail Gaming 52

ClientSuccess

DECEMBER 5, 2022

Receive invaluable customer feedback on products, services, and strategies. The value in CABs is most often realized in regulated industries or with complex products and business models like enterprise software. This means forming a group of customers you can trust and rely on for honest feedback about your product and services.

Social Media 87

Social Media Start-ups Customer Satisfaction NPS 87

Totango

JANUARY 22, 2024

At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. CSMs will devote more time to coaching and helping customers measure their product or service’s value in pursuit of their desired outcomes, and less time on tactical tasks.

AI 95

AI Engineering Business Growth Customer Acquisition 95

Totango

FEBRUARY 10, 2021

When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. Lead conversion: the decision-making process which converts a prospect into a buyer (such as signing up for a free trial of a SaaS product). This promotes success for your company as well as your customers. Make Onboarding Easy.

Customer Retention 85

Customer Retention Customer Journey Map Net Promoter Score Scorecard 85

Totango

AUGUST 5, 2021

In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. Problems may arise from frustration with a product, from matters as simple as lost passwords to those as complex as app integrations. Technical Problems.

Technology 118

Technology Technology Start-ups Customer Experience 118

Totango

AUGUST 8, 2021

Your product adoption strategy—the process you follow to ensure your customer is achieving maximum value from their daily use of your product—should be based on solid data and driven by the pursuit of ever-evolving goals. The first step in building strong SaaS customer engagement is understanding the current customer experience.

NPS 118

NPS Customer Experience 118

Totango

MAY 13, 2022

The right customer engagement software can optimize your onboarding process and help promote experiences that lead to customer renewal. In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Here’s how each of these tools can help you deliver a smoother onboarding experience.

Artificial Intelligence 104

Artificial Intelligence Social Media Sales Customer Service Sales 104

Totango

OCTOBER 13, 2021

In fact, you can use a downgrade as an opportunity to remind customers of the value of your product and the quality of your customer service, giving them a potential incentive to upgrade again. Deliver Excellent Customer Experience. Poor customer experience can prompt downgrades. Make It Clear How to Downgrade an Account.

Start-ups 79

Start-ups Sales Customer Experience Customer Service 79

SurveySensum

JULY 7, 2023

Making a quick payment through UPI, she was thrilled when the product arrived on the same day. This is how Croma delivered an exceptionally great experience. And after the delivery of the product they sent a customer satisfaction survey asking about her experience with the delivery process of the product.

Net Promoter Score 52

Net Promoter Score Touchpoint NPS Retail 52

SurveySensum

JULY 7, 2023

Making a quick payment through UPI, she was thrilled when the product arrived on the same day. This is how Croma delivered an exceptionally great experience. And after the delivery of the product they sent a customer satisfaction survey asking about her experience with the delivery process of the product.

Net Promoter Score 52

Net Promoter Score Touchpoint NPS Retail 52

Totango

OCTOBER 12, 2022

Recent years have seen an astonishing rise in the popularity of subscription-based products and services. And with 96% of professionals also indicating that improving the customer experience is a “high” and “medium” goal, it’s clear that delighting customers is widely regarded as the best way to keep them coming back for more.

Sales 111

Sales Customer Retention Innovation Customer Experience 111

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. What Are the Main Steps in the Customer Journey?

Customer Journey Map 62

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 62

Totango

FEBRUARY 23, 2022

It includes their pre-purchase, purchase, and post-purchase experiences. It also encompasses all aspects of their experience with your brand, including thoughts, emotions, and behaviors. At each stage in your customer’s journey, their experience determines whether they continue engaging with your brand.

Customer Journey Map 111

Customer Journey Map Touchpoint Start-ups Social Media 111

SurveySensum

NOVEMBER 16, 2023

On-Page Surveys Side Tab Surveys Slide Up & Bottom Bar Surveys Pop-Up Surveys Feedback Button Survey Exit Intent Survey Usability Testing Social Media Community Forums and Discussion Groups Product Reviews 1. These surveys effectively collect immediate feedback on specific actions, such as making a purchase or completing a form.

Customer Feedback 52

Customer Feedback Social Media E-commerce Innovation 52

Totango

DECEMBER 21, 2021

Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. These include: Your customer’s initial experience of your product during the onboarding stage. Subscription or license renewal.

Net Promoter Score 106

Net Promoter Score NPS Start-ups Customer Relationship 106

Intercom, Inc.

DECEMBER 28, 2022

We’ll be releasing the third edition of the Customer Support Trends Report and announcing it in the blog and newsletter very soon so watch this space. Intercom’s product principles: A series exploring the beliefs that shape what and how we build. Atlassian and Coda on creating personalized customer experiences at scale.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

UJET

MARCH 17, 2020

But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences. This means that their daily work will be completed on a laptop and connect through WiFi or a data connection. Daily Check-Ins. Engage and Enable Team Success.

Contact Center 121

Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

Totango

OCTOBER 11, 2021

For example, when your customer’s activity pattern indicates that adopting a new product feature would help them derive more value from your product, this can trigger an email with a tutorial link to be sent to them. Try it free to experience how Totango can help you automate higher customer adoption rates. Continuous Education.

Education 78

Education Technology Technology Customer Service 78

Beyond Philosophy

NOVEMBER 10, 2015

In this series, professionals share their secrets to being more productive. Consistent productivity doesn’t happen by chance. Productive people have a secret to their productivity: Eliminate distractions. Being productive requires the elimination of things that keep you from getting things done. Detox or Derail.

CX 154

CX Customer Experience 154

Totango

JULY 31, 2020

For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward. There are four ways to speed up the process of onboarding and make sure your customers have a gratifying, successful experience.

E-commerce 127

E-commerce Hospitality Hospitality Healthcare 127

Logicalware

MARCH 14, 2022

In this blog, we’ll take a look at voice bots and how they work. With this information, they can then accurately route calls, answer customer questions, and complete simple service tasks. Simplify your IVR experience. Or they can miss the right option completely, forcing them to start the entire sequence again.

Start-ups 96

Start-ups CRM Sales Technology 96