9 ways to ensure that your SAAS is focused on customer success

  As a startup, one of the most important things you should never lose focus on is the customers. Although it's hard to start from scratch and sometimes be cut off financially, it will ultimately make you much more successful in securing your company’s future. Entrepreneurs and CEOs know that their startup must be customer-centric, but how does one ensure it? Industries the world…


10 Steps to a Succesfull Customer Support

  Great customer service has a connection element – satisfied customers feel like they’re part of our company, and they’d never leave.   In order to develop relationships with your customers and win them over, customer service leaders need to find out what passions drive their customers. This will allow the customer service agent to use these passions for a positive relationship with…


How to Build & Scale a Customer Support Team

Customer success is a must-have for any company that builds products oriented around the customer experience. Software providers know this best, where great customer service is no longer a nice-to-have; it's an essential component of their day to day business operations. As corporate solutions become more complicated and business teams engage in investment into more platforms, it is becoming…


How to Put Your SAAS Customer First

Today’s SaaS companies are expecting continual change and innovation—it’s in their DNA to stay responsive to the market. Increasingly, customer success functions have been introduced as a way of re-engaging users and reducing churn rates. The function of customer success is evolving every day and being adopted by more companies, which understands that their sole purpose lies in providing for the…


How to Surprise and Delight Your Customers

In this age of information, it's rare that we get the chance to meet with people face-to-face and interact in person. We investigate customer reviews online before visiting a restaurant or getting rideshare service, watch our favorite TV show episodes on demand through any device at any time - even during work meetings. A recent Harvard Business Review article argues that since our lives have…


Delivering Great Customer Service Across Different Cultures

  To improve our customer service, we recommend implementing nine strategies: Empathy. Through an empathetic approach, customer service representatives listen to what their clients are experiencing in order to determine what they need. In addition to listening, these professionals open up non-verbal cues and offer supportive comments when possible. The key is empathy - knowing how the client…


What kind of Help Content Do You Need

The Article on Getting Started Effective customer support is essential for onboarding new customers and users. A “Getting Started” reference guide will create a warm first impression and provide basic steps for getting started, such as installation, configuration, and usage of key features. Creating a How-To Article A good how-to is written in a sequence – first you do this, and then you do this.…


How to Write Your Customer Support Content

  Use a real life example to support your point. Our help content is filled with examples that are reflective of the problems faced by our customers, which provides a real-life perspective. Describe your experience with the product Professionals using a product are in the best position to share their experiences about it. Hiring lecturers from your organization not only helps you create…


How to Setup Your Help Desk Software

Step 1: Select an email address for support It is possible to use your personal email address when you start out to answer customer support, but it may not be the best way to provide great service. Some helpful tips when it comes to your support email address: Support email is the address people will use to contact your company for customer service. Ideally, this should be an easy address that…


How to Choose Your Help Desk Software

When it comes to choosing help desk software, there's many different options with varying benefits. Here are three key things to keep in mind when doing research. 1. Technology What's the difficulty level of your software for both employees and customers? Who are your customer service agents? Higher paid IT help desk agents will have a different skill set than an overseas assistant. It doesn't…