Customer Success Blogs & Best Practices

How SaaS Unicorn Pipedrive Uses Klaus, Aircall & Intercom to Provide Excellent Customer Service

Pipedrive is a SaaS unicorn—a deal-driven CRM solution which empowers marketing and sales teams. There are 900 employees globally, serving 100,000 businesses across 179 countries. Their support team is in high demand, using Intercom & Aircall to connect with customers. Pipedrive’s support team comprises 90 agents, divided into two tiers with different specializations, providing support officially in five […]

28 November 2022

Customer Success

How Aircall Saves 13% of Time for Customer-Facing Teams

With the current economic climate and increasingly competitive market, there’s no denying the corporate shift to achieve previously deemed “stretch” targets. For sales and support teams, this means a heightened pressure to operate efficiently and better track performance; two tasks that have historically presented a significant challenge. To succeed in the face of these skyrocketing […]

21 November 2022

Customer Success

Lessons Learned: How 3 Aircall Customers Leverage Call Center Analytics

Whether you’re working in sales or support, delivering a memorable and meaningful customer experience is everything. After all, organizations that prioritize a great customer experience outperform those that don’t. The research shows that 84% of companies that improve their customer experience report an increase in revenue, and brands that focus on CX bring in 5.7 […]

22 August 2022

Integrations

Person wearing blue and red sitting in a yellow chair on the phone surrounded by customer success tool icons

16 Tried and Tested Customer Success Tools Guaranteed to Delight Your Clients

There’s no doubting the value of good customer service. 54% of people consider good customer service to be a major factor in their decision to do business with a company. That’s why you should be doing everything it takes to provide excellent customer service. However, reactive customer service is just one part of the equation […]

3 November 2021

Customer Success

Customer retention is often overlooked, but it brings tremendous value to a business and its bottom line. Here are six ways to improve your customer retention.

6 Key Factors to Improve Customer Retention

In 2013, an inventor named Jamie Siminoff appeared on the hit TV show, Shark Tank, hoping to land an investor for his company. He pitched his idea for a video doorbell, called Ring, and investors promptly rejected him. Five years later, Amazon acquired it for $1.1 billion. Ring is not just known for its incredible […]

30 June 2021

Customer Success

Measuring team performance can help you set up your support team for success and improve the customer experience

Are You Measuring Team Performance Effectively: 10 Tips to Create Top Performers

How well your teams perform reflects the quality of leadership within your call center and the way your leaders measure team performance. Effective call center leaders strive to make every team member a top performer. For that to happen, leaders need to define what a top performer is and establish how they measure team performance. […]

14 June 2021

Support

How to Evaluate Which Customer Service Channels to Prioritize

Multiple studies, articles, and experts highlight the importance of delivering excellent customer service. But rarely do they discuss the concrete steps to achieving it. Choosing the most effective customer service channels is a good way to start. One challenge? Customer expectations are higher than ever before: 54% of customers have higher expectations in 2021 than […]

9 June 2021

Customer Experience

The right productivity tips will help your business teams improve their overall performance.

Productivity Tips to Improve Team Performance

Teamwork is the best way to increase your call center team’s productivity levels. But if you’re not sure how to go about fostering better teamwork in your contact center, then these productivity tips will help take your agents’ performance to the next level. One of the first questions you should ask yourself is: Is the […]

5 April 2021

Best Practices

Customer data is the key to improving sales performance by better tapping into your customers needs and pain points to truly figure out how to approach their buying cycle.

Why Access to Customer Data is Essential for Sales Performance

Our world is driven by data. By 2025, global data is projected to grow to 175 zettabytes. What happens to all this data? For some businesses, they use this customer data to gain unique insights to improve things like sales performance or the customer experience. Data can also be used to analyze or guide decision-making and future activities. […]

19 March 2021

Sales

By providing your reps with the right customer service skills you will be able to better provide a smooth customer experience.

12 Customer Service Skills to Enhance the Customer Experience

Why are customer service skills important? Before asking yourself that, you should perhaps ask: what plays the most significant role in your customer’s experience? Humans do. Despite the many technological advancements in customer service—like the development of chatbots and self-servicing tools—86% of consumers would still rather interact with a real person over a robot. Plus, […]

2 March 2021

Customer Experience

Your CSAT score is a measurement to better understand overall customer satisfaction.

What Is a CSAT Score?: Measuring Customer Satisfaction

CSAT is a term that’s used frequently in marketing. With all the work that goes into product development, manufacturing, and marketing, customer success often comes down to the results of a CSAT score. Every department within your company plays a role in contributing to customer satisfaction. In part, your company’s reputation relies on getting customers […]

19 February 2021

Customer Experience

What Is Being Empathetic in Customer Support?

Great problem-solving skills and a little empathy in customer service go a long way toward turning frustrated customers into loyal customers and brand advocates. Customer support representatives expect to get a large number of calls from upset customers. When they can turn those negative emotions around, it’s a great day! Whether your customer support representatives […]

22 January 2021

Customer Experience

The Importance of Humanizing the Customer Experience

The way people treat you is a pretty good indication of how they feel about you. For that reason, it’s essential for SMBs to humanize the customer experience as much as possible. Today’s consumers are less trusting and more skeptical. That’s why acquiring new customers takes longer and costs more. Personalizing and humanizing the customer […]

20 January 2021

Customer Experience

Customer Support as a Service 101

Today’s customers expect more. Customer support as a service is the key to meeting those expectations. As a business you should strive to deliver the best overall customer experience. Historically, customer service does not get a great reputation. Customers frequently feel they have to put up with long wait times, marginal customer service and canned […]

31 August 2020

Customer Experience

Virtual call center software increases productivity and operations. Here we describe what you need to know to make the best choice for your virtual or on premise call center.

Virtual Call Center Software: Here's All You Need to Know

(Editor’s note: This post was originally published in 2017 and has recently been updated to reflect more accurate and up-to-date information) A virtual call center is a contact center whose customer support agents or sales reps work remotely. Instead of working from an on-site business location, virtual agents help customers from a different third-party location, […]

19 March 2020

Call Center

Learning these phone skills will help sales and customer support professionals have better conversations. Plus, some useful tools that compliment the vital phone skills.

Phone Skills for Flawless Sales and Support Conversations

(Editor’s note: This post was originally published in May 2018. It has been updated with relevant information and additional context) In today’s world of indirect, text-based communication, many conversational skills are underdeveloped. However, the telephone is still a vital business tool, critical to both sales and customer service professionals. To truly excel in these careers, […]

12 March 2020

Call Center

How Adyen’s Customer Support Simplifies Global Payments With Aircall + Zendesk

In the past week, you’ve probably conducted a financial transaction through Adyen’s unified commerce payments platform without knowing it. With customers ranging from tech giants like Airbnb and Spotify to retail staples like Gap, Adyen is the unsung hero behind billions of dollars in payments each year. Since they process all common payment methods and […]

23 July 2019

Support

How to Build Customer Relationships That Last a Lifetime

All great relationships require work. That’s why we recently invited NYC’s best and brightest CX pros to our office for an event focused on taking customer relationships to the next level. We teamed up with our friends at Greenhouse, Untuckit and Flatiron Health to to lead a candid conversation about what brands can do to inspire long-term customer loyalty. […]

20 March 2019

Customer Success

Blogs to Ensure and Promote Customer Success

How SaaS Unicorn Pipedrive Uses Klaus, Aircall & Intercom to Provide Excellent Customer Service

How Aircall Saves 13% of Time for Customer-Facing Teams

Lessons Learned: How 3 Aircall Customers Leverage Call Center Analytics

16 Tried and Tested Customer Success Tools Guaranteed to Delight Your Clients

6 Key Factors to Improve Customer Retention

Are You Measuring Team Performance Effectively: 10 Tips to Create Top Performers

How to Evaluate Which Customer Service Channels to Prioritize

Productivity Tips to Improve Team Performance

Why Access to Customer Data is Essential for Sales Performance

12 Customer Service Skills to Enhance the Customer Experience

What Is a CSAT Score?: Measuring Customer Satisfaction

What Is Being Empathetic in Customer Support?

The Importance of Humanizing the Customer Experience

Customer Support as a Service 101

Virtual Call Center Software: Here's All You Need to Know

Phone Skills for Flawless Sales and Support Conversations

How Adyen’s Customer Support Simplifies Global Payments With Aircall + Zendesk

How to Build Customer Relationships That Last a Lifetime

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