Case Study: Last Basic Is Winning at Scaling Up
We sat down with Last Basic’s COO, Steven Janssens to discuss how they have been scaling up their processes and operations, as well as exploring the strategies and tools that helped them get there. This Q&A focuses on Product Strategy and User Experience. Firstly, tell us a little bit about Last Basic and your role. […]
Your 2023 CX Roadmap – 7 Things You Need to Do Now
The need for businesses to invest more in Artificial Intelligence (AI) to evolve their customer success strategy continues to grow in parallel with customer expectations when interacting with apps and products. Imagine if that customer were a loyal user whose lifetime value (LTV) is now at risk because of a poor customer experience (CX). Whether […]
Automated Customer Service: Best practices and tools to support your customer base
You’ve probably entered a website recently and a live chat window popped up asking you whether you need help. This is one of the most recent examples of automated customer service. Customer service has been around for a long time, and whilst the concept has largely stayed the same, the methods have gradually evolved. SaaS […]
Product Flows vs Product Tours in User Experience?
If you’re in charge of product marketing, you know that it’s not just about your website. To generate more customers or even keep them around and make them happy, you have to think about everything they might see on their journey to become a customer—including the very first steps (aka onboarding). Even though product […]
Fireside Chat with Peter Armaly: The Journey from Defining the Voice of the Customer to Implementation
In this episode of our Fireside Chat Series, I sat down with Peter Armaly, one of the CS industries most sought-after experts, to talk about the Customer Voice. Peter is Vice President of Customer Success at ESG, Advisory Board Member at CSM Practice, and Proof Advisor for Proof Analytics, as well as certified in the […]
How to Improve User Engagement and Retention Using Product Flows
We all know that user engagement is closely tied to retention and product usage. B2B companies that successfully engage their customers reported 63% lower customer attrition as per Gallup’s report. With sky-high customer acquisition costs, companies need to focus their efforts on product adoption and interaction. Yet, keeping customers engaged with your product can be […]
How to Choose the Right Customer Success Software
FROGED contributor, Anika Zubair who is Vice President of Customer Success at Karbon, host of the Customer Success Channel Podcast and Co-Founder of CSM London, in her latest post walks us through how to choose the right customer success software. There are plenty of tools out there right now – but how do you know […]
How to create In-App retargeting
Hi there! We are going to learn how to create In-app retargeting to convert users into clients. But WTF (What the Froged) is Retargeting or Remarketing? Retargeting vs Remarketing Remarketing (also known as retargeting) is the tactic of serving targeted ads to people who have already visited or taken action on your website. In terms […]
Improving The Patient Experience: 5 Critical Ehealth Technologies
Ever felt impatient or frustrated with healthcare support? Unless you’re a bot, you’ll probably agree that, all too often, the patient experience is, well, more of an impatient one we’d rather do without. Thankfully, times are a-changing. Digital transformation in the ehealth sector is no longer on life support. The COVID-19 outbreak gave the sector […]
My EdTech Workarounds
Despite many schools transitioning back to in-person learning, EdTech is ingrained in my daily life as a student. EdTech does not merely assist learning, but it is necessary for many aspects of learning in a technology-centered world. Some classes are still held entirely online or rely heavily on online platforms. In my article on “How […]
3 Takeaways on How Venmo became the Go-To FinTech App for Gen Z
When I am with fellow students, we mainly use Venmo. To split a restaurant bill, a grocery receipt, or gas money, I always hear “Hey, what’s your Venmo?” or “This is you, right?” after using their phone number to find their Venmo account. I can not think of one time I have sent someone my […]
Dear EdTech Customer Experience Managers
Most days felt the same because I did almost everything on my computer. Classes, office hours, and club meetings were all online. I went from using some tech tools to aid my learning, such as Schoology and Khan Academy in high school, to my entire education depending on them. I liked some parts of online […]