Hot What's the difference between customer support and customer experience in SaaS? Customer success and customer experience are two related but distinct functions that help deliver an amazing end-user experience. While customer experience is more holistic and concerns the entire journey through the product, customer support focuses more on serving the needs of onboarding and activated users as they actually engage with
Hot Conversational AI vs. chatbots for SaaS There's a huge difference between the chatbots of yore and today's conversational AI tools. It's important to understand the differences between these products, and determine which is best suited for your user's needs.
Hot The right metrics to include in your customer engagement analytics strategy A product with no engagement is hardly a product at all. Customer engagement analytics helps you strategically craft products that get people coming back for more.
Hot Moving beyond Pendo – explore these 5 alternatives to boost product adoption Searching for Pendo alternatives? Explore how CommandBar, UserPilot, Appcues, Whatfix, and Userlane can serve as viable alternatives to help you create exceptional user experiences and drive product success.
Hot Designing a customer experience roadmap that makes users rave about you Learn about what a customer experience roadmap can do for your business and your customers and how you can go about creating and executing one.
Hot Which user retention metrics seal the cracks When you leverage the right user retention metrics, you can make sure to stay on top of any users you’re losing and prevent future users from leaving.
Hot Increasing user engagement the right way from the ground up Increasing user engagement doesn’t have to be complex. And you don’t have to force it on users. Find out how to create a remarkable app experience people love.
Artificial Intelligence Why real-time agent assistance is powerful for SaaS (and one even more powerful strategy) You should deploy both a real-time agent assistant AND a front-end user Copilot which can deflect tickets from being created in the first place.
Hot What are DAU, WAU, and MAU? Do they matter for B2B SaaS? We all know measuring your users' activity and engagement with your software product is very important. One of the main ways folks measure user engagement is through daily, weekly, and monthly active user statistics. These all measure the number of active users for a specific time period and give
Hot Time to hit the ground running? Call a customer experience specialist A customer experience specialist is on the frontlines of your CX strategy, helping to translate your shiny strategy into real action.
Hot Keep your users clicking and reduce your drop-off rate Drop-off rate is one of the most actionable engagement metrics in SaaS, because it gives you a concrete idea of where the experience is falling flat.
Hot Data discrepancy may be sabotaging your decision-making If you’re in any kind of strategic role, you know the bliss of digging through your data and finding that one brilliant nugget of information that you can take action on. You get excited and start turning the gears to create the plan. …Only to come across the fact
Hot Customer success OKRs that actually mean something The bar for “good” customer success is rising, and the bar for “great” customer success is miles above it. Continuously striving to do better should be at the top of the list of priorities for customer success teams. Merely checking off arbitrarily set KPIs may be good enough for temporarily
Hot Revenue churn sucks, but it’s informative Despite the negative impact that revenue has on the surface, it’s actually a major opportunity to fine-tune your offerings.
Hot Finding your fit – top Zendesk alternatives Discover top alternatives to Zendesk, like Intercom, Zoho Desk, Freshdesk, Hiver, GrooveHQ & CommandBar Copilot. Learn about the different platforms, their pricing, pros and cons, and select your right fit.
Hot Top Ada alternatives and how to choose from among them Explore top alternatives to Ada, including Freshdesk, Help Scout, Zoho Desk, Zendesk, HubSpot Service Hub & CommandBar Copilot. Find the perfect platform to keep your customers happy & your team efficient.
Hot Why AI-driven customer service automation is more than a perk Customer service automation (CSA) helps automate your customer support. It makes customers happy and alleviates your human support team. But there’s a catch.
Hot Top 5 Appcues alternatives and how to choose from among them Looking for an Appcues alternative? Find out about the features, benefits, and pricing of popular DAPs like CommandBar, Pendo, UserPilot, Whatfix, and Userlane.
Hot When an engagement score matters (and when it doesn’t) User and product engagement scores aren’t worth anything unless we put them in action. Learn how you can improve them and increase retention and satisfaction.
Hot Binge-worthy reads: the best blogs for B2B SaaS marketers Discover the most engaging and informative blogs for B2B SaaS. From practical tactics to strategic frameworks, and even a dose of humor, this list has everything you need to navigate the B2B world.
Hot Can we be friends and automate it? How customer experience automation personalizes your user's experience Discover how customer experience automation can personalize customer journeys, makes a human-like experience possible & boosts satisfaction even at scale.
Hot Don't be a newbie in a shark tank – use product benchmarking to gear up Discover how product benchmarking helps you stack your product against competitors, equips you to be competitive and emerge as a leader.
Artificial Intelligence Why AI support agents are the new frontier for SaaS CS success This emergence of the AI support agent has fundamentally changed how we need to think about customer service and customer experience, and what the future of both will hold.
Artificial Intelligence How generative AI is impacting customer service (and why in-product agents rule supreme) One of the areas gathering the most excitement for the application of generative AI tech is in customer service.
Hot What’s in store for the future of conversational AI AI has come a long way in the last year, but it’s poised to skyrocket in the coming decade. Here’s what to look forward to.
