CSM Magazine

JANUARY 30, 2024

Exceptional Responsiveness One of the first signs that you’re dealing with a customer-centric company is their exceptional responsiveness. Whether you’re seeking information, support, or guidance, these companies respond promptly, ensuring you never feel ignored or left waiting in frustration. Apple Inc.,

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

Solvvy

SEPTEMBER 20, 2022

Customer service chatbots use artificial intelligence (AI) and machine learning (ML) to answer customers’ questions and immediately help them find the information they’re looking for, and connect them to customer service agents who can help them resolve issues. Customers can speak in natural language.

Chatbots 62

Chatbots Self Service Metrics Customer Service 62

InMoment XI

JANUARY 9, 2024

Software company PandaDoc uses multiple surveys to monitor customer sentiment and improve product experience. The company also acts on insights from customer feedback in order to understand improve the skills of its support agents, enabling them to become better at serving PandaDoc customers. Support and service.

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

Comm100

DECEMBER 1, 2017

The third most important priority to companies for 2018 is improving the voice of their customer strategy. In order to improve the customer experience, companies must first deeply understand their customer base. Improved training doesn’t only help agents: It helps customers as well.

Contact Center 109

Contact Center Report Customer Journeys Customer Centricity 109

CSM Practice

FEBRUARY 8, 2017

This is a common practice, especially at SaaS companies who have thousands of users or have a large customer base with low ARR. The ensure a customer’s success, it’s important to educate your customers on the value of your solution as soon as onboarding begins.

Customer Success 45

Customer Success e-support Customers Knowledge Base 45

CSM Practice

FEBRUARY 8, 2017

This is a common practice, especially at SaaS companies who have thousands of users or have a large customer base with low ARR. The ensure a customer’s success, it’s important to educate your customers on the value of your solution as soon as onboarding begins.

Customer Success 45

Customer Success e-support Customers Knowledge Base 45

Amity

FEBRUARY 8, 2017

This is a common practice, especially at SaaS companies who have thousands of users or have a large customer base with low ARR. The ensure a customer's success, it’s important to educate your customers on the value of your solution as soon as onboarding begins.

Customer Success 48

Customer Success e-support Customers Knowledge Base 48