Let’s take a look at the key features of an effective feedback loop and how you can use it in your IT career.
The underlying reason a startup is so hard, so strange - and why so many fail - is that you yourself have to figure out what to do.
The Customer Success Operations (CS Ops) is, as the name suggests, about operations but that's only a tiny part of what CS Ops can and should be tasked to do
Hello World! This is Sidra, Business Development Representative from HackerNoon's smart and lean Sales team. Today, I'm here with exciting news - WE ARE HIRING!
👆Photo by Markus Spiske
There won’t be analogies about an acquaintance in a bar or stupid jokes; it is clear without them how important it is to correctly start a conversation with a customer.
How do you imagine a happy client? We believe that happy clients scream “WOW!”. Here are the top 5 rules of delivering WOW service for you.
When was the last time you texted someone on WhatsApp or Facebook Messenger? I bet you keep at least three WhatsApp conversations going right now. While reading this article. And doing a bunch of other things.
Gone are the days when banking services were standardised and restrictive. Evolving digital technologies, shifting consumer preferences and increasing competition are creating new challenges for banks.
Artificial Intelligence is a powerful set of tools that can be used throughout a business' operations allowing them to achieve better customer success.
In this article, we’ll dive deep into what you should do and shouldn’t when it comes to user segmentation.
A few nights ago, I used the wrong pan to make dinner.
I'd like to start off this blog post by differentiating between UX Writing and Copywriting as I feel like there's a lot of misunderstanding.
How to Manage Customer Service on a Shoestring Budget
Case study to predict if customer is satisfied by the resolution.
No matter how big or small your business is, you need to have certain metrics that tell you how much growth it has achieved.
In this article, you will take a look at some of the different approaches you can use to gather and leverage customer data for your eCommerce website.
Customer education is a powerful growth marketing tool for online businesses. I discuss how to create a customer education strategy for your company in 2023.
Most online businesses have customers from any part of the world. How would you make them comfortable to use your service or product? How will you ensure a great customer service experience without getting stuck with the language barriers?
What will be more profitable to the business, a Transactional NPS® Survey or a Relation NPS® Survey?
Learn how to gamify website content to get more conversions on your website
Games are designed to keep us playing as long as possible. By presenting players with challenges and rewards for completing them, apps can generate dopamine hits in their users that can keep them coming back for more. Most people love a challenge, and consciously or not, we love rewards even more, even if they’re largely arbitrary.
An efficient retention strategy increases the company's profit up to 95%. Here are the best loyalty programs in the tech sector you can look to for inspiration.
Several customer feedback software is taking the market by storm. Experience the functions of some of the leading survey tools dominating 2022.
In a global economic downturn, retaining current customers is crucial for businesses, especially for SaaS companies facing the growing risk of customer churn.
Know how to keep your SaaS customer engaged and focused in 2021.
Innovation comes from identifying customer needs and meeting them. It is easy to understand but hard to do. When you start building a new product, you need to m
Learn how to capitalize on your business standards and increase the conversion rate by approximately 85% by analyzing customer behaviors with data you collect.
Andreas Hassellof, Founder and CEO of Ombori, explores how changing customer behaviors impact retail, and drive retail technology innovation.
Large or small, over the past few months all organizations have been impacted by COVID-19 in one way or another. For startups with limited resources and small teams, adjusting to the downturn has been especially difficult. As we collectively adjust to the new normal, Heavybit has been collaborating with industry experts and experienced leaders to learn what teams can do to weather uncertain times more effectively and develop educational COVID resources for startups.
According to a report, almost 70% of companies compete on customer experience.
Inbound sales begin when a lead comes from a potential customer reaching out to your organization to inquire about a product or service. Outbound is opposite
YC Startup School’s Delhi founders who work for SMBs met online to share the problems they were working on and what they learnt while building for SMBs. For the first meetup, we had mouve.app, restat.co, designforpeople.in, and Uplift Inc.
This article describes how Airbyte's Slack community grew to 1,000 users and 115,000 messages in just 7 months, with a focus on user success.
Time-To-Value is a Customer Success metric that is undervalued in SaaS but could be an advantage for a business. This article explains TTV and the types of TTV.
Average handle time is a key metric to focus on when trying to improve your customer support strategy. Read more about its major contributing factors, and what
Shelf label is nothing but labels to put on a rack or a shelf where an item is stored. These labels are printed and put on store rack or shelf. For example, when you go to a supermarket you can see labels are displayed with various information where the product is stored.
Most businesses focus mainly on how to attract new leads to their website. But they tend to overlook the importance of retaining their existing customers.
Jobs-to-be-Done is the framework for understanding your customer’s needs. However, it goes further than just understanding, and it provides the foundations for improving existing products and services, launching new products and go-to-market activities.
It often happens that the number of calls to the support team exceeds the capabilities of operators. At first glance, it may seem that this is a given that must be accepted, and the only way out is to add new people to the team. But it’s not like that: it’s impossible to extend the staff indefinitely. First, try to find out if you really did your best to relieve the support team. Shall we check it out?
Here are 7 ways to turn your customers into brand evangelists with real-world examples.
Friction is part of life. We experience it all the time - at work, in relationships, in politics - it's everywhere. But when it comes to business, friction cost can be extremely high.
How to create companies that are positioned for success today, tomorrow, and into the future
Customer-Centricity is bang on trend; 73% of business leaders recognised customer experience as one of the most important purchase-driving factors. The truth is, there are no conniving, cheeky tricks you can use. Instead, it takes consistency, persistence, and a shared team ethos.
Email has been going strong for over 50 years but according to many news outlets, including Forbes, The Telegraph, and The Wall Street Journal, email’s use has gone down drastically. But the data tells a different story; it is estimated that by 2022, 126.7 trillion emails will be sent. In 2017, 90% of all Americans of all ages, from 15 all the way to 65 and up, checked their emails regularly. Even Gen Z checks their email - and quite often too. More than half check their emails several times each day. So in the end, email is alive and well and is still commonly used for personal and business applications. Using email for business can be a tricky endeavor however.
Canned responses help you deliver quick responses while communicating with customers. Here are the most common canned responses that every support rep may need.
We bet you have your own “gone customers’ cemetery” of those who once were with you, but have gone and are not planning to return. It’s sad, but you can’t give up: almost half of them are sure to be returned.
The Ultimate Guide](https://hackernoon.com/analyzing-website-customer-journey-through-insightful-surveys-the-ultimate-guide-49f3zlo) It seems like talking about the importance of customer experience is becoming more and more popular daily.
So, millennials, huh? Oversensitive snowflakes, always in their smartphones, but don’t like phone calls. What else do we know about people who are already the largest and most influential generation of consumers and only going stronger?
Customer retention is the key for any business and for SaaS, it's way too hard without a perfect strategy. Do check our blog to find the best tips!
With the pandemic dying down, its consequences are still with us. People have become more mindful about their health, spending, jobs, and relationships. Consumers’ relationships with brands have also changed, and brands have to adapt their customer service and support to new customer preferences.
Many companies find it challenging to tie customer satisfaction with revenue growth. However, when we consider the positive outcomes of customer engagement, such as high retention, increased upsell and cross-sell rates, and word-of-mouth marketing, the business benefits of outstanding customer experience become much more tangible.
When I started working on a start-up nine months ago, this statement didn’t satisfy me or my co-founders:
An informative piece of content for VPs of customer success on how to achieve a 125% increase in annual recurring revenue (ARR) and what to look out for.
Are you wondering why customer service is important for your business? Here are 15 Reasons for customer service that will help you become customer-focused.
Zero-touch networks enable operators to digitize the entire customer lifecycle, taking all customer interactions online through a website or mobile app.
The world of today requires trendy technology in order to beat the odds because of the competitive pressure existing among business organizations. This has made business people get out of their comfort zone to make sure they stay at the top. Giving the customers great products and services in an easy and satisfying way can only happen to businesses that are ready to undergo digital transformation.
Source: Pixabay
Measuring satisfaction – the very concept seems weird. It’s either there or not, what’s there to measure? Yet, it turns out that you can, in fact, measure customer satisfaction, and in more than one way.
Looking for some straight-to-the-point advice to help you build a successful SaaS business? Philipp Wolf shares personal advice from a founder in this article!
The gates of Hell are wide open tonight and we have prepared a fiery guide for you, hotter than Dante’s last circle
Over the years, how companies handle customer service has changed dramatically. More than a decade ago, phones or fax were the only ways to contact a company.
The development of smartphone and computer technologies, and the internet in general, have influenced customers’ default behavior and expectations.
Selling on Depop can be your full-time job and produce fairly good money if you take it seriously.
Tech leaders make digital teams run faster and unburden their own backlog with an Experience Data Platform
Learn 30 of the most effective strategies and practical tips to Optimize your B2B SaaS Conversion Rate as we get closer to 2023
Today, I’ll share some of the best lessons I got to learn from that experience. You can use these tips to beautify your SaaS or any other business.
Ever wondered why most of the SaaS companies have got Customer Success wrong? Check out some pitfalls that caused the Customer Success effort to fail.
User support is always a story about people.
Salesforce Communities are a great way to collaborate with people who are crucial to business processes, such as customers, partners, or employees
When you consider all outcomes of your email campaigns, don’t be afraid to ask the right questions. Even if they scare you. For example, don’t say “What should I do if I get negative replies?”. Say “What should I do when I get negative replies?”.
Building a SaaS product doesn't automatically makes you a success. You've got to win your first customers to build an empire. Here are some tips to get started.
To be completely honest, customer service is such a wide notion that it’s quite difficult to see which tools count as customer service tools and which don’t.
Any growing startup needs a professional customer support system sooner or later. There are many solutions on the market (just look at G2 Grid here), but I personally prefer Zendesk for its flexibility, simplicity and good UI. I know Zendesk from a very early time and still love it.
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