In early March, 2020, my business partner would send texts daily about how travel was getting crushed. Every day I would check our numbers and still see growth of 100% YOY with minor drops and dips and then growth again. We were trending with our projected growth. Then, March 15 (the ides of March) hit and our sales plummeted, down -55%. By March 21 sales were down -87.5%. We were getting crushed. I can share these specific numbers because Stripe has a great UI and it is super simple to grab this data. Stripe makes looking at numbers simple, and it makes setting up a PCI compliant payment processor super easy for dev teams. Stripe makes themselves sticky. So sticky that they can try to pull what comes next.
Check out how brands can leverage WhatsApp for customer service and improve customer communication through WhatsApp Business API.
Chatbots have no restraints on how many inquiries they handle at the same time, while a single customer service agent can only handle so many customers at once.
Andreas Hassellof, Founder and CEO of Ombori, explores how changing customer behaviors impact retail, and drive retail technology innovation.
SupportYourApp CEO Daria on Startups, Tech Businesses, and #Noonies 2022 Nomination.
A well-designed customer relationship management system makes it easy for you and your team members to manage your company's customer records.
11/4/2022: Top 5 stories on the Hackernoon homepage!
How customer engagement and customer experience are related.
Easy User Test can produce actionable insights directly from your customers, even on draft copy and initial versions of web content.
Outbound logistics play a critical role in a company's overall supply chain management and can significantly impact its bottom line.
Product enablement is a procedure you use specifically to provide relevant product knowledge to the different departments in your organization for marketing.
Professional tips for crypto businesses on creating a better customer care.
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.
The battle against the coronavirus pandemic, for example, has recently proven to be a valuable use-case.
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
In this article, you'll learn what to do to satisfy your customers and how to build a stable and lucrative relationship.
Many organizations have also seen the need to leverage technological advancements such as AI, machine learning, predictive analytics, robotics.
Daria Leshchenko from SupportYourApp shares her entrepreneurial journey and her vision of the future of customer support for startups.
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.
Some predictions say that by the end of this decade, more than 500 million people will have to completely forget their current skillset and start learning new ones if they want to stay employed.
Creating in-depth buyer personas is often enough to make even the most diligent business owner realise how little they actually know about their prospects.
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.
Our team recently shared the results of our Annual Consumer Digital Identity Study. For the third year in a row, we’ve surveyed a panel of 1,500 consumers representative of the U.S. population to gather data on the state of fraud, trust and account opening. The insights we uncovered provide visibility into the experiences, preferences and practices trending among Americans as they navigate their digital lives, engage with new and existing online services and seek to establish trust in commerce.
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.
63% of customers expect companies to provide customer service across all their social media channels and to use social networks to connect with brands.
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.
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.
Last week, we have launched a brand new user interface for our Google Chrome extension. Take a look!
Today customer care is one of the most popular and widely discussed topics in the IT industry.
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
Attribution is the scariest beast to wake up in the world of marketing analytics. Only about half of companies in the US with more than 100 employees are using attribution modeling, but this number is expected to rise to 88% in 2020 according to eMarketer estimates.
Case study to predict if customer is satisfied by the resolution.
These American workers — cheap, disposable and isolated — worked through a company called Arise Virtual Solutions...
Gareth Dwyer explains what it was like to try to sign up for a GCP account.
How digital transformation improves the analysis of business performance, affects higher accuracy results, increases the flexibility in data management and more
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.
Customer insight has come into vogue, with small to large companies leveraging a customer-driven approach to perfect their marketing strategy.
Analyze the various productivity automations that Slack and Zendesk can achieve and how you can easily enable the integration flawlessly
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.
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?
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.
10/31/2022: Top 5 stories on the Hackernoon homepage!
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.
Product positioning, in its simplest form, is why a product or service is a good fit for the market, unique features, and better than competing products.
15 best practices for Effective Call Center Management to deliver Exceptional Customer Service Experience.
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.
User acquisition is one of the biggest struggles growing SaaS and app companies face. The right product marketing tech stack will push the number of new and active users up and decrease customer acquisition costs at the same time – the perfect recipe for a growing product. But marketing tools cost money, and growing businesses have tight budgets to keep. Use these tools to build a killer product marketing strategy at a total cost of less than $100 per month.
The development of smartphone and computer technologies, and the internet in general, have influenced customers’ default behavior and expectations.
SaaS companies do not rely on one-off purchases. As a SaaS company, your goal is to increase brand awareness, build strong relationships with customers, and inspire brand loyalty in the long-run.
For almost a decade, ProPublica has been reporting on the ways TurboTax has fought efforts to make tax prep easier and less costly.
Artificial intelligence was long associated with robots taking over and the end of human existence. Nowadays even those who once believed that the AI would be the beginning of the end for humankind are now using it every day and are benefitting immensely from the innovative services. While some of the concerns are still valid and remain active within the less tech-savvy, AI has elevated and completely transformed entire industries. It has become less of a separate technology used exclusively for high-authority purposes or secret-government projects and is now a necessity for most companies who mostly provide services online.
The Software as a Service (SaaS) model has been gaining in popularity in the business world in recent years as an alternative to on-premises software deployment. Also known as on-demand, hosted or web-based software, the model entails the delivery of cloud-based applications via the internet. The service provider is responsible for the service’s security, availability and performance so SaaS is a natural choice for businesses (especially small ones) that want to save on IT infrastructure installation and maintenance, as well as on software license purchases.
For the past several decades, surveys have been the main method for a business to gain insights on how customers feel about their products.
There is a sense of joy when you walk past your picture hanging next to the wording 'employee of the month'. But how do you go from being an ordinary employee to the month's best?
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.
The Apple Card is finally here, offering a flashy titanium card engraved with your name next to Apple’s logo. Is it the best credit card in the market? And if it isn’t, why is there so much hype around it?
We all know that the prevalence of the internet has massively influenced the way in which we live our everyday lives. It’s changed the way we communicate, the way we do research, the way we absorb the news and even the way we advertise.
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.
Recent studies show that the global chatbot market is projected to reach $1.23 billion by 2025. The fast growth, according to expert reports, is fueled by the ever-increasing number of consumers excited to engage chatbots in sales conversations.
How to Manage Customer Service on a Shoestring Budget
The cryptocurrency market is registering an impressive growth year by year. With the rise of DeFi, investors expect next-generation wallets, payment processors with various services, catered to users at one spot. As the market expands not only in the B2C but B2B sector, startups must strategize efficiently and effectively. I sat down with Greg Waisman, Co-Founder, and COO at Mercuryo.io, a payment processing company, to discuss what makes a customer tick and what management should look at when expanding overseas.
If you own a business, you will know the importance of customer service. Whether you own a product-based company or a service-based one, your customers should have a positive experience while interacting with you.
Generating leads and attracting new customers are keys to ensure initial business success.
When many keen entrepreneurs start out on the path to growing their business, they are often guilty of making one huge mistake more than any other. Unfortunately, because this error is so ingrained in our very being, it’s not something that we recognize straight away, which means it happens over and over again.
This year’s holiday shopping season will be different due to altered consumer behavior from COVID-19. Some things though will stay the same, like the increased pressure on your customer support team.
So is there a correlation between customer satisfaction and customer retention? Of course, there is! Satisfied customers stay, what’s there to research and analyze?
Technology has advanced, and soon every analog operation is
being faced out. Communication in the same is open to new possibilities and advancements that have seen the introduction of troubleshooting menus, chatbots, blogs, and even emailing. The digitization has not limited any human interaction. It has made it more comfortable with a variety of convenient choices.
Today, we handle ~500 customer chats/day. That is like talking to 15000 customers every single month, 1:1. Let’s see what we made out of it.
The best Zendesk alternatives for anyone in the e-commerce business. Comparison of 6 customer service tools.
I had great fun writing my recent article "Objects, Relationships, and the Cat” in which I shared one of the things I enjoyed most about working on the Salesforce platform using a rather unconventional story-telling style. In fact, I enjoyed it so much, and based on the positive feedback from readers, I thought I’d do it again. As before, this is a work of fiction with the exception of the technical aspects.
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.
ChatGPT has been creating significant waves among tech enthusiasts, bigwigs, influencers, and startups.
As we reported on the industry, we invited current and former customer service representatives to contact us. They did.
Canned responses help you deliver quick responses while communicating with customers. Here are the most common canned responses that every support rep may need.
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.
User support is always a story about people.
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.
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.
Why is eliminating friction so important?
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.”
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.
By creating eye-catching websites and mobile applications, custom software development companies transform ideas and data into profit and money. However, as the number of such companies is drastically growing, choosing a trustworthy company becomes a nearly impossible task. According to the International Trade Administration, the US only hosts more than 100,000 software delivering companies.
Here are 7 ways to turn your customers into brand evangelists with real-world examples.
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.
