With the multitude of digital services out there you would think the good old phone is out of business regarding customer support. Customers are increasingly mixing in digital channels such as live chat, but a good phone customer support is still the road to satisfaction for the majority of consumers. Phone support doesn’t have to […]
Customer success tips are important for any SaaS startup strategy. Before we begin, let’s make sure we’re all on the same page: customer success is not to be confused with customer support, they are not the same thing. AT ALL! Customer success can be defined as a proactive, real-time sales approach consisting of building relationships with […]
A couple weeks ago, I arrived at the office like every other day. I sat in our open space, launched my apps, put my headsets on and started working. However, this day had nothing ordinary. My Aircall app started ringing and when I picked up the call, I had a surprising request… A web agency […]
A few months ago we got accepted into 500 Startups in San Francisco and were thrilled to taste the Valley style startup life. Being a European start-up, we had decided to join an accelerator with the ambition to switch our business focus to the US. Our CEO Olivier also wanted the team to live a […]
Anyone who works in customer service or technical support knows they spend much of their day answering the same few questions over and over again. Many support professionals may even say they spend “most of their day.” They are thinking “If only we could round up all these customers and tell them about these five […]
Bill Thompson is head of Customer Happiness and was employee #3 @Olark. At Olark, Customer Success is way more than a department of a distinct function; it truly is part of the company customer success culture. Bill joined very early in Olark’s history, when the company shifted from a team of co-founders to a structured […]
Lesley Yarbrough is head of Customer Success @GrooveHQ, a hassle-free customer support and engagement software for startups gives her personal take on how to optimize customer success balancing a high-volume customer base and limited startup resources. Here’s how it works for Groove and Aircall. Here are her top 3 actionable tips every startup can learn […]
Optimizely is a San Francisco-based startup and the leader in A/B testing and experience optimization. I recently sat down with Luke Diaz, a manager on the Customer Success team, to share his experience and advice for organizing and measuring a customer success team. He shared a few customer success hacks. Luke currently leads a 15-person […]
This is a guest post from Matthew Buckley, marketing manager at New Breed, an award winning marketing and sales agency. The goal of business blogging isn’t solely lead generation. Viewing lead-generation blogs (even the highest performing ones) as a marketing asset alone greatly undervalues their true worth. In addition to blogging, any other content asset […]
At Aircall, we have many discussions with our customers about the advantages and constraints of setting up phone support vs other support channels. we’ve gathered our thoughts in a simple, 3 minutes typeform to let you get actionable recommendations on organizing the right customer support channels, according to your business characteristics. Please note that this framework applies […]
I’ve always loved doing things that don’t scale. Even before knowing who Paul Graham is or what he wrote. It’s about putting a little bit of craftsmanship into an impersonal world and an impersonal internet overall. That proved very useful when we started Aircall. Obviously the product wasn’t working so well, so we had to […]
At one time or another, we all find ourself in need of customer success tips from experts. We all adhere to the theory of Customer Success: Leading your customers to success through your product / service. But when it comes to implementing it, questions arise. In these slides, discover how Wistia, Azendoo and Basecamp handle Customer Success. […]
Voicemail greetings can be an incredible conversion technique for your business phone. However, they can be trickier than you’d think. Thus, we’ve compiled a guide to set up the right voicemail greetings to impress your customers and prospects. 4 reasons why you need personalized voicemail greetings for your business phone 1. Define the voicemail greetings […]
As part of our series on customer success pros (read the first and second episodes), we interviewed the amazing Chase Clemons of Basecamp. Chase is part of the stellar support team at Basecamp, a Chicago-based company that created the insanely easy-to-use project management app helping over 9 million users in their daily jobs. Chase also lies […]
As part of our customer success series, Jeff Vincent from Wistia shared with us how he and his team handle customer success and his recipe to delighting his customers. Read the first episode here, featuring Greg Lefort, CEO of Azendoo. Jeff is in charge of the Customer Happiness team at Wistia, a very cool startup that provides […]
If you’ve ever wondered which customer support channels you should invest in, you know there’s no easy answer to that question. Mention did a great job at highlighting the main pros and cons of social media, email and phone support in this post. So how do you choose your support channel(s)? Email or SMS? Twitter or […]
The phone system for modern business
