Customer Support Tools: What Makes Them Great?
The importance of customer support in the SaaS industry has always been there, but today, it’s one of the most influential factors in consumer choice because of the competitive landscape. Based on the current data, 93% of customers are likely to make repeat purchases with companies that offer excellent customer service. Also, 74% of customers […]
Help Article Best Practices and Tips
Did you know 89% of millennials use a search engine to find answers before calling customer service? Pretty impressive, right? It’s no secret that today, most SaaS users prefer to solve their issues independently. Users search articles, tools, YouTube tutorials, or podcasts before contacting the customer support team to learn more about a SaaS product […]
The importance of offering Omnichannel Support in SaaS
Did you know that purchase frequency is 250% higher when a company offers omnichannel touchpoints vs. single channel, and the average order value is 13% more per order for omnichannel vs. single channel businesses? In such a competitive landscape, customer support in SaaS has become one of the most crucial factors for overall success. Nowadays, […]
Knowledge base systems: Best practices and examples
Did you know that customers prefer knowledge bases over all other self-service channels? Crazy right? According to the Zendesk Customer Experience Trends study, 69% of consumers try to resolve their issues independently, but less than one-third of companies offer self-service options such as knowledge base systems. So, what’s the catch? Currently, SaaS customers are looking […]
The Product Success Approach to Customer Support
Over the past few years, the SaaS industry’s competitive landscape has been on the rise. In response, companies have been looking for strategies to differentiate themselves, and improving customer support is one of them. According to Hubspot Research, 93% of customers are likely to make repeat purchases with companies that offer excellent customer service. However, […]
Live chat best practices and examples for 2022
Our shift towards modern technology has completely changed the way we work – and so have our user’s expectations. Nowadays, customer support is highly valued based on speed and efficiency, as customers demand faster responses and live assistance. To fulfill this demand, many companies have adopted live chats as part of their customer service and […]
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. […]
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 […]
Sengerio Case Study: Improving Customer Support with FROGED
Sengerio’s CEO, Michele Zaccaria did a Q&A Case study to help us understand their biggest pain points and how FROGED has helped Michele and his team overcome customer support issues, improve internal support processes, and increase overall client satisfaction. How long have you been a client of FROGED, and what were your initial pain […]
Customer Support in 2022: How to Achieve Long-Term Success
Customer support is the subset of customer service in charge of solving issues that customers face when dealing with your product. For SaaS, technology, or e-commerce companies, the IT support team or Help Desk is usually responsible for creating and processing tickets and helping users solve technical issues. These support teams need to be prepared […]
3 ways Product Flows lead to more Proactive Customer Support
To win their way to a customer’s heart companies must offer customer support. But what does customer support mean these days? Generally, the approach involves responding to users’ problems when they arise. However, this can prove challenging to meet customer expectations, especially when dealing with a high volume of customers to support. Our solution? Product […]
6 Online Learning Takeaways for EdTech 2022
1. Online Learning is Here to Stay According to Inside Higher Ed, many schools resumed in-person learning in the fall of 2021, including UNC-Chapel Hill, Pennsylvania State, and California State, which hosted around 80-94% of classes in person. But for many schools, the surge in coronavirus cases has meant eLearning is here to stay. Online […]