The core of every business is to ensure that they not only offer value to their customers, but that their customers have a great experience in the process.
The last decade saw a massive shift in the marketing industry.
How can a developer make UX an integral part of the development cycle? Read 9 Must-Know UX Design Tips for Developers.
No business in the world can do away with cybercriminals. What’s worse, at times businesses are hit so hard, that they’re left with no other choice but to succumb to their losses.
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.
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.
Source: LoginRadius
Client survey is an incredible tool. It can perform a surprising amount of functions, apart from the obvious one of getting user feedback. This includes remarketing, identifying your core audience and reaching out to it, or even subtly announcing upcoming releases.
Daria Leshchenko from SupportYourApp shares her entrepreneurial journey and her vision of the future of customer support for startups.
Brands usually skip microcopy without realising that it boasts enormous potential. After all, it is the smallest of details that make life worth living.
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.
Ideas are responsible for the progression and prosperity of humans, without them we would still be living in prehistoric times. People spend most of the day work, smartphones when we’re out and about, and tablets and PCs at home. Congratulations to the thousands of software companies that have already helped to make history. Numerous software ideas have been made for people to choose the one with benefits to them.
You might have heard user experience (UX), user interface (UI) and customer experience (CX) being used interchangeably. Even some of the most seasoned and professional marketers and designers confuse these terms.
SupportYourApp CEO Daria on Startups, Tech Businesses, and #Noonies 2022 Nomination.
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.
Connor Crook, CEO of Diamondback Toolbelts, does give the impression that the destiny of your business is squarely in the hands of fate. However ...
When migrating content, don’t just “lift” it to a new location, but “shift” it, enriching your assets with structure, metadata and more.
We determined during the pricing migration that some customers were simply not the right fit.
Tech leaders make digital teams run faster and unburden their own backlog with an Experience Data Platform
While companies become increasingly customer-centric, PMs are still sitting in a gold mine of underused customer knowledge. This is how can we change that.
Content engineering is organizing the shape, structure, and application of content. Content engineering covers: model, metadata, markup, schema, taxonomy,
Check out how brands can leverage WhatsApp for customer service and improve customer communication through WhatsApp Business API.
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
Another day at the service desk, the phone is ringing off the hook with calls from anxious customers, incidents are piling up, and inboxes are overflowing. You need to figure out where to start. And then, when you've managed to get settled, a walk-up arrives, asking for help with a password reset. They want to be helped, and they want help now.
In a global economic downturn, retaining current customers is crucial for businesses, especially for SaaS companies facing the growing risk of customer churn.
As an online retailer, how can you improve your business? Of course through providing a better customer experience. An e-commerce company needs to have a well understanding of the following factors:
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.
Let’s take a look at the key features of an effective feedback loop and how you can use it in your IT career.
Explore how AI can help businesses to upgrade the experience of new and existing customers.
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.
How to make virtual assistant (conversational AI chatbot), that doesn't get users angry
Since most of the world is online, everything by consumers nowadays is being shared online, whether a bad experience or a good one.
The combination of superb products and superb people has made the company grow by leaps and bounds in a very short time.
Communicating with a product's users can be tedious, this article provides some tricks for obtaining useful feedback with calmer conversations.
An interview with the founder of Winn.AI, a mixture of Alex and Salesforce that aims to help b2b sales with its advanced machine learning capabilities
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.
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.
This article talks about how artificial intelligence and machine learning tools are used to improve and automate customer experience with automated smart reply.
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.
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.
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.
Amazon's Working Backwards process is well documented across the internet. But why don't more companies use this for their innovation?
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.
Today customer care is one of the most popular and widely discussed topics in the IT industry.
How to make your customers fall head over heels in love with your brand by following in the footsteps of the Tiner Swindler. No, really, we're serious.
When your company is client-oriented, one of your priority tasks is understanding your clients’ problems and gathering insights on how people use your product and when exactly they benefit from it.
An #IBM research revealed that 70% of brand perception is settled by employees and 41% of customer loyalty comes from positive employee attitude
Customers can generally be divided into two, Internal and external customers. Who are your internal customers? Your employees.
Forrester defines customer experience as
In this article, we’ll dive deep into what you should do and shouldn’t when it comes to user segmentation.
Digitization is changing the face of all industries across the globe, and the life insurance space is no exception. By leveraging emerging digital technologies, life insurers can improve their business models, stay ahead of the competition and offer better customer experiences. Let's take a look at how digitalization enables life insurers to enhance their market reach and meet the ever-increasing expectations of modern customers.
Tips for improving saas marketing post-pandemic. Here's how consumer behavior is affecting saas marketing, and how brands can work with the changing market.
Take a look at any industry and it’s likely that online support is expanding. The sooner you adapt to this technological trend, the better equipped you are to sustain and grow in your industry.
Marketers and psychologists have known for years that people are attracted to every choice opportunity (check out the growing selection of products in your local grocery store's beverage department). But the digital world, with its offerings of unlimited inventory and a near-infinite web, has fundamentally changed people's expectations of personalization. Today's consumers not only want more choices, they also want better choices.
No matter how big or small your business is, you need to have certain metrics that tell you how much growth it has achieved.
AWS offers a range of services that can be used for chatbot development and deployment. The steps outlined in this article show you how.
Here are the top 4 shipping strategies to improve the conversion rate on your eCommerce store.
You may hear a lot of people asking, "is cold calling dead?" Yes! As digital transformation continues, corporations have stopped taking cold calls.
Delivery time is important to the success of dropshipping; this can, however, be aided by integrating AI-powered Chatbots to improve customer experience.
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
Blent.ai has been using n8n for increasing customer engagement and improving customer experience. We talked with Maxime Jumelle, co-founder of Blent.ai to learn more.
What is it that's holding back retailers from riding on top of the digital disruption wave? The time it takes to integrate software is one of those things.
RFM analysis is a data-driven customer segmentation technique that allows marketing professionals to take tactical decisions based on severe data refining
There are only a handful of companies that you love. But have you ever thought about why that is? We will break down what every company can do to cut churn.
Zero-touch networks enable operators to digitize the entire customer lifecycle, taking all customer interactions online through a website or mobile app.
In this article, you'll learn what to do to satisfy your customers and how to build a stable and lucrative relationship.
How to Manage Customer Service on a Shoestring Budget
Artificial Intelligence is a powerful set of tools that can be used throughout a business' operations allowing them to achieve better customer success.
What are the communication channels that will best reach your customers in 2022? We’re going to cover them here.
What will be more profitable to the business, a Transactional NPS® Survey or a Relation NPS® Survey?
While most businesses focus on customer satisfaction, they often overlook employee satisfaction. Studies show that highly engaged teams outperform unengaged ones by 21%. What's more, happier employees offer better service to customers. That means happier customers. Let's look at some ways to increase employee satisfaction in your business. Here are some tips to improve customer experience:
Do you want to make the most of your landing page? If so, don't miss these five conversion rate optimization tips.
We all know Customer feedback is always useful for increasing product quality or service. But do you know that by using Customer feedback, you can also increase your company's revenue?
Technology can be a two-edged sword. It can deliver incredible results and create unique problems. The customer experience (CX) sector, in particular, has been heavily impacted by technology for quite some time.
Successful corporations leverage a customer 360. Check out how Dgraph can provide top-notch analyses quickly and effectively.
Artificial Intelligence(AI) is improving the customer experience by providing personalized services. Here are 5 ways AI is helping brands better serve their CS.
The main criteria that really matter in UX are whether it fixes your users’ problems. Here are the three most important points of view in efficient UX.
Credit : Emmanuel Chaligné
The importance of information layers for design workspaces and the future of productivity in teams
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.
Spotting the fakes isn’t always possible, but here are some tips
Would you recommend Jira Align as a tool for product managers? Experienced product managers discuss the Jira onboarding process and alternatives.
Welcome to the 2020s!
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.
Do you know how does headless commerce improve customer experience? Here, we explained 4 benefits of why headless commerce is better for customer experience.
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.
Two simple questions are going to determine everything about how the reopening of world's economies will look and feel like over the next few months.
Canned responses help you deliver quick responses while communicating with customers. Here are the most common canned responses that every support rep may need.
Providing a great customer experience plays a key part in beating off your competition in the industry. Adobe cloud comes with a set of tools that enable companies to provide omnichannel experiences that differentiate their brand and help in driving results. It is a combination of the best solutions that are highly effective when it comes to marketing, advertising, analytics, and commerce. They are fully integrated through a cloud platform that comes with support, service, and open ecosystems and the products are extremely helpful for companies that are looking to improve customer experience. As a business, there are many different ways you get to benefit from Adobe cloud products as they can be utilized in many different ways.
There’s a big difference between an organization installing new digital systems and those systems actually being used to drive business growth.
FinTech is a growing industry at the intersection of technology and financial services. This is a powerful incentive for technological progress, which expands its influence on different sectors of the economy, allowing them to develop. For example, FinTech has been most active in consumer services, banking, money transfers, payments, insurance, asset and capital management. The industry is revolutionizing the way businesses and consumers conduct financial transactions.
Today's online space is all about identity and at the core of it lies customer identity and access management or CIAM.
There are hundreds of things that could possibly go wrong when you start your own thing. It surely is in the startup stage right now, but there is a clear difference between it growing big and dying out after a year. That difference is - The Vision.
ChatGPT has been creating significant waves among tech enthusiasts, bigwigs, influencers, and startups.
4 keys to having your brand stand out in DTC and eCommerce. Rise above the challenges of ecommerce with customer experience, team, and technology.
So you have started a new business? Congratulations! Launching a brand can be as competitive as struggling to find a satisfactory corporate job. And promoting it can also be quite challenging. You may think that it is enough to drive it alone with passion and enthusiasm, but even with these two attributes, you know what has exactly been missing.
Ever wondered what is an MVP and why do you need it? Here's a detailed overview of what you need to know about MVP in 2023.
I read with great interest Tim Wu's article published in The New York Times about the "touchless economy". The article focuses a lot on how to "defend" that part of the economic activities that they were able to continue to play an active role during the lockdown. Practically all those activities that continued anyway without the need for physical contact between the actors of the specific transactions.
15 best practices for Effective Call Center Management to deliver Exceptional Customer Service Experience.
Logistic Regression, KNN, Decision Tree, Random Forest, SVC, Linear SVC, GaussianNB, BernouliNB
Customers are still big on frictionless experiences and because humans are insatiable in their quest to improve life’s meaningfulness, the job is never done.
Improving your customer retention rate matters, and it’s something worth investing in. So here are 5 ways to know how to retain your existing customers easily.
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?
Startups might sound cool but they are not easy!
Tech companies can use a wide range of inbound marketing strategies to generate leads and grow their companies - but none has a higher lead conversion rate than email marketing.
Andreas Hassellof, Founder and CEO of Ombori, explores how changing customer behaviors impact retail, and drive retail technology innovation.
Ever wondered what key metrics other engineering teams are tracking?
The short answer: it varies completely. Even within the same organization, different teams
What is a Digital Experience Platform (DXP)
Customer intelligence is the process of gathering and analyzing customer data.
A 2015 press release from Bain & Company stated an interesting piece of truth. Almost 90 percent of sales and marketing executives don’t feel adequately prepared to sell to today’s digital-savvy buyers. Fortunately, this post offers a few B2B marketing tips and tricks so you can skyrocket your revenue.
Your SaaS product is likely more important than ever before, given that many businesses are pivoting to the world of digital retail and find themselves in desperate need of excellent software to facilitate this sudden change. Despite the fact that SaaS products are in hot demand, however, many of their creators are unfamiliar with the best marketing tactics that are needed to cut through the marketplace’s noise and reach out directly to prospective clients. Furthermore, many SaaS gurus understand that free marketing for their product would be fantastic, but have no idea how to generate such advertising without having to pay for it.
Learn how to gamify website content to get more conversions on your website
Why is eliminating friction so important?
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.
Retaining customers is the number one growth strategy for business. Learn how to retain your customer and improve lifetime value (LTV).
Forget the metaverse: Interactive content is already here, and it's creating a better Internet.
According to a report, almost 70% of companies compete on customer experience.
The marketing automation market is predicted to reach $32.6 Billion by 2024, with a compound annual growth rate of 13.6%.
Which of you, when you have to buy an airplane ticket, is not looking for the cheapest and more convenient solution from SkyScanner or similar? And which one of you, once aware of the prices of the big airlines, doesn’t try to take a look at EasyJet or Ryanair? Honestly, for flights of less than 3 hours, the price paid plays a decisive role in my personal decision.
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.
I have spent the last few weeks understanding the impact of a great revolution in the world of Artificial Intelligence and NLP on the customer experience. Not from a purely technical point of view, but trying to estimate the competitive advantage that this new approach can generate. We are facing yet another disruptive innovation, and it can bring significant advantages, let's try to find out which ones.
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!
Product enablement is a procedure you use specifically to provide relevant product knowledge to the different departments in your organization for marketing.
63% of customers expect companies to provide customer service across all their social media channels and to use social networks to connect with brands.
CRM and ERM may look similar but there is a basic difference between them that you need to know.
If you're comfortable with working with traditional development platforms such as Heroku, but now you need to integrate into Salesforce data, there are many unexpected differences that you might discover.
“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
The process of B2B sales is usually complex and involves up to 10 stakeholders. Mind that these stakeholders don’t share a single point of view, so it takes enough hot air to run a small city before a decision is reached and the deal is closed.
Source: Pixabay
How many of us have the time to come up with a freshly prepared meal each day? Only a handful of people. How many of us dream of having mom’s home-cooked meals each day? All of us. Sadly, but instead of taking the time to make the dinner or lunch by ourselves, we opt out to order a take-away. There’s nothing bad in food deliveries or takeaways, but these meals are far from being those comfort food classics that can warm you up on a winter's night and take your worries away.
For the past several decades, surveys have been the main method for a business to gain insights on how customers feel about their products.
Mark Zuckerberg's Metaverse announcement has brought the spotlight to technologies from cloud to cryptocurrency that has transformed the customer experience.
Computer vision now lives with us with exceptional AI capabilities. Learn how AI and computer vision is playing a key role in outsmarting human beings.
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.
Just to be clear. When we say canned response, we don’t mean those automatic commonplace emails like “We received your request and will get back to you as soon as possible. Your ticket number is 345678.”
“You’re searching for a web app to do something. You found a search result that looks promising and decided to try it. After creating an account and reaching the dashboard, You click on different menus and look for that one thing you have in your mind.
The development of smartphone and computer technologies, and the internet in general, have influenced customers’ default behavior and expectations.
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.
In 2018, more than 150,000 businesses all over the world hopped on the train of Salesforce, the most fast-evolving CRM solution in the world. With adidas, Amazon, and American Express among Salesforce’s customers, the platform has been winning the market over—and pretty steadily indeed.
An incident postmortem is a meeting that brings together all of the people that were directly or indirectly involved in a project to discuss and document it.
What is an Online Focus Group?
Have you heard stories about chatbots failing to deliver results? Well, we created a list of the 8 most important chatbot benefits that will prove the opposite.
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?
The concept of personalization in marketing has undergone a paradigm shift in recent years. From merely addressing customers by their names and wishing them on their birthdays to powering ML/AI-driven conversations and recommendations today - personalization
is every brand’s ground reality, need of the hour, and fundamental challenge.
Case study to predict if customer is satisfied by the resolution.
Introduction
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.
Many organizations have also seen the need to leverage technological advancements such as AI, machine learning, predictive analytics, robotics.
If there is one constant theme in my work across companies and organisations of all shapes and sizes, it is (mis)understanding your customer. So, I’ve put together a checklist for understanding your customer to help you quickly get everyone aligned on how well you really understand your customer.
Personalization was, is, and will be among the top ecommerce trends for the upcoming years.
Augmented Reality technology can improve customer experience, thus creating an environment of interaction between agents and clients.
COVID-19 shifted the earth from beneath the business world’s feet. Small, medium, and large businesses alike closed their doors and weren’t sure when they would open them again. As the pandemic dug in, most businesses (I hope!) put the health and safety of their employees first. Only once they could ensure their team’s safety, were they able to start putting a plan in place for recovery.
From its inception to being honored on the INC. 5000 list for the third year in a row in 2022, Harley has strived to make his company as efficient as possible.
Creating personalized campaigns, predictive analysis, and more: here's an introductory note on how AI can be used in marketing for those new to the subject.
Several customer feedback software is taking the market by storm. Experience the functions of some of the leading survey tools dominating 2022.
User support is always a story about people.
Before you can start finding things out about your audience, you have to figure out what you want from your social media marketing strategy.
The world as we know it has changed. Companies are scrambling to find ways to stay afloat and make the remote work model "work." Of all the departments, the customer service department is the hardest hit. Imagine being at the front line, managing cancelled subscriptions, angry and confused customers filing for disputes and what not. Imagine having to do all this from HOME and making sure your performance remains optimal at all times. It's tough. For employees, more so for managers and leaders who have to manage a vast team with no processes in place.
Product marketers today are striving continuously to strike a balance between maintaining relevancy when entering new markets while stepping-up resiliency to increase profit potential. To address the ever-increasing customer demands across multiple touchpoints, they need a central hub to manage product information like attributes, and specifications. That is because they need real-time visibility into product data and rule out discrepancies by demolishing multiple data silos, so that Customer Experience (CX) does not suffer.
How customer engagement and customer experience are related.
With each passing day, there has been a significant improvement in
modern technology. Science has progressed really well to make our lives more convenient and comfortable. From the smallest household equipment to great scientific discoveries, everything has played a significant role in improving our lifestyle. True to each word, jewelry is not an exception in this. The effects of modern technology in the production of jewelry is unparalleled. From the discovery of precious gemstones to the creation of e-commerce platforms and cloud solutions, everything has been taken over by technology. As the days go by, more people are implementing various technologies to improve production possibilities.
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.
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.
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!
In the insurance sector, customer service takes on multiple roles and features at various touchpoints.
As an electrical contractor and business owner, you want your electrical business to be as successful and lucrative as possible—and that means leveraging different strategies to connect with potential customers, get the word out about your company, and drive business growth.
A Click Is Still a Click — Interaction Techniques in UX. How different interaction types influence user experience.
Image - Pixabay
Are you aware of all the opportunities that illustrations give?
This goes out to freelancers and those who run professional service companies. Are you building a business or helping others build theirs? It can be both. But that requires awareness, caution, and focus.
Customer service automation is not a new thing in business. Many brands have successfully implemented automation to streamline the processes and save costs. However, there are still many questions on how to balance automation with a human touch and worries about sounding robotic and impersonal.
Here are 7 ways to turn your customers into brand evangelists with real-world examples.
Digital transformation gives a personalized look into the customer’s purchasing habits along with their likes and dislikes. Making it easy for brands to provide a tailor-made premium customer experience based on personal preference & unspoken need.
Audit your brand and customer perceptions to find out what your target customers think about your company. How to do a customer perception analysis?
When someone asks me about how to make a product stand out and what could be one of the key product differentiators.
Learn here how customer experience drives business growth in 2022. Read out this blog to explore ultimate tips and tricks.
Product catalogs play a vital role in improving the user's overall experience, especially when it comes to eCommerce businesses.
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.
Agile principles and values can be applied to the way you approach data science projects
Selling on Depop can be your full-time job and produce fairly good money if you take it seriously.
One is better than two and is equal to six. At least, that’s how we (Dashly.io) think when it comes to comparing your regular customers with your potential customers.
So you have started a new business? Congratulations! Launching a brand can be as competitive as struggling to find a satisfactory corporate job. And promoting it can also be quite challenging. You may think that it is enough to drive it alone with passion and enthusiasm, but even with these two attributes, you know what has exactly been missing.
