How many times do you wait for customers to report an issue with your product or services? Do you identify them yourself, or do they mostly get reported as they surface? If you end up nodding your head to the second scenario, you’re definitely failing at providing proactive customer service to customers. There is no...

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. On the other hand, in the same research, we can see that the average American tells 15 people when they’ve had a poor SaaS customer support...

Modern customers don’t just want fast responses; they expect omnichannel customer support—seamless assistance across live chat, email, social media, and self-service platforms.  If they start a conversation on your website and follow up via Twitter or phone, they expect your team to remember the context and continue right where they left off. I’ve spent over...

Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? Trust me, they all come looking for a good customer service experience, which at times, many brands fail to offer. So, if you are a newbie and feel that you may not match up to...

Have you personalized your marketing strategy? If you have not, then you’re probably living under the rock. I started to notice more and more personalized campaigns a few years ago, and back then personalization was a kind of a revolution in the marketing industry. Back then, I was working as a social media manager at...

Generating new business and growing your company is surely a tough task. Winning new business and then providing world-class customer service is surely not without its ups and downs. You do your best to build out a team—inside sales, outside sales, customer success—to get them to work as an efficient, customer-focused unit. You train them...

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Perhaps one of the greatest risks to company reputation today is that a single disgruntled customer has the power...

How to build trust with your customers? It isn’t easy for customers to stick with a brand for long, making it difficult for brands to build a trustworthy and long lasting relationship with customers. They end up shifting from one brand to another searching for an overall amazing experience. Product quality, security and data privacy,...