[Support] 4 Ways Community Management Can Help your Brand Avoid Churn

Posted by Bradley Chalupski on Feb 20, 2018 10:58:19 AM

4 minute read

 

Avoiding churn is one of the most important things that a SaaS company can do. The cost of acquiring a new customer is much higher than the cost of selling to an existing one. But while the specific reasons for churn can vary, they all share a common thread — unhappy customers.

For customer service teams, this presents a unique opportunity to provide value. Since support has the most direct interaction with your customers, it’s also in the best position to keep them happy. One  way to do this is through he proper management and curation of self-serve support forums.

Read More

Topics: Support

[Support] Should CSMs Bump Old Threads in a Customer Service Forum? 

Posted by Bradley Chalupski on Feb 9, 2018 8:48:01 AM

3 minute read

February 2018 (6)

It’s easy for community forums to become a victim of their own success. Businesses want customers and leads to interact as much as possible. But the open and collaborative characteristics that make forums such excellent customer support channels can quickly become unmanageable. This is why proper forum curation is so important.

Read More

Topics: Support

[Finance] It’s Past Time for Banks to Empower Their Customer Service Employees. Here’s Why.

Posted by Bradley Chalupski on Jan 31, 2018 9:37:40 AM

3 minute read

In an all-digital and omni-channel banking world, financial services are increasingly commoditized products. It’s harder and harder for banks to differentiate from fintech disruptors on product alone. Yet despite the fact that many banks already know this, their large and institutional nature means change remains slow in coming.

Read More

Topics: Support, Fintech

[Support] Artificial Intelligence and the Future of Customer Engagement in 2018

Posted by Kenny S. on Jan 12, 2018 9:45:09 AM

4 minute read

If Uncle Ben were around today, he might have these words for young Peter Parker: “With great tech comes great responsibility”.

We might say the same to every business that’s deployed artificial intelligence to edge out competition in the realm of customer engagement. Recent advances in AI have had a mighty influence on the quality of customer experience across many sectors, shaping customer expectations to match the current state of affairs. Just look at these numbers:

Read More

Topics: Support

What You Need to Know About Multi-Channel Support Systems

Posted by Kenny S. on Dec 29, 2017 8:01:00 AM

9 minute read

Read More

Topics: Support

Blog Newsletter - Stay Updated!

Search this blog

Recent Posts

demo
Contact us