Category: Customer Support

This section covers everything you need to know for bringing your customer support team to the next level. Help desk tools, customer success trends & more.

9 Customer Engagement Strategies: A Journey Through Support and Success

In the bustling streets of the digital landscape, customer engagement isn’t just a mere handshake; it’s a warm hug that leaves an everlasting impression. 

The magic key can lead you to the treasure chest of conversions and a community of jubilant customers. 

Ready for a fascinating adventure through the bustling boulevards of customer support and success?  

Pack your bags as we introduce you to tools like Intercom and Usersnap that helped pave the path to a holistic approach when it comes to the best customer engagement marketing strategy.

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Positive review response examples: the best list (and 🍒 on top) to reply to customers

Positive review response examples provide proof to the entire audience that your business is reliable. It’s vital customer feedback you need to validate that what your business is doing is on the right track! If you only reply to negative reviews, that’s all prospective customers will see and it will give them a bad first impression of your company.

There’s been some anecdotal evidence to suggest that 4 out of 5 consumers will not purchase a product if they see an influx of negative reviews.

Just as we’ve seen with the user feedback we get from our customers, there’s a tendency for users to review a negative experience rather than a positive one. For this reason, businesses have an obligation to reply more to negative reviews.

This leads to the positive reviewers feeling a bit neglected. This is why we’re addressing this topic here, so you can give your customers their 💐💐💐 (flowers) when they deserve them.

This article will uncover how to respond to reviews using real-world examples, templates, and best practices.

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Customer Support Tools Breakdown in 2024: Which One Fits Your SaaS Tool Stack?

When you’re searching for customer support tools, you want to make sure that it ticks all the boxes your team requires. After all, customer support interactions can be some of the most memorable opportunities to impress a user in need of assistance. So, congratulations! You’re off to a good start by researching the available options.

Customers often hope to interact with a company on multiple levels – email, phone, chat, and social media. Each method requires different tools to achieve the desired outcome. To be successful, you need to equip your support staff with the right customer support tools to deliver superior customer service. 

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The floating action button: the best SaaS guide to date 🎉

Work smarter, not harder. Everyone has heard that saying at least once in their life. And that’s what the floating action button aim to do. Also known as feedback menus at Usersnap, floating action buttons make a website more user-friendly; many companies find them necessary when collecting customer feedback, and making product or website improvements.

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The Importance of Customer Feedback to Your SaaS Business: 9 Big Facts + 5 Proven Ways to Collect It!

Are you part of a SaaS company? You know better than anyone how challenging this can be. Especially because in critical moments, you rely on the importance of customer feedback to grow your profits. 

There are a multitude of SaaS businesses springing up, as businesses continue to become more digital.

The customer problems solved by these SaaS businesses are diverse, but for sure there is competition among them. Sometimes target audiences can overlap, thus making some brands address the same persona or team. 

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Customer Experience Manager Vs Customer Support: Why You Need Both?

You’re probably already aware that customer experience manager and customer support are important for digital companies.

However, SaaS, software, and e-commerce companies have a slightly different, additional challenge on their hands. Your potential customers can easily research and even test-drive all of their options before purchase. Sounds like a challenge to you? Then let’s jump in.

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Why great customer support is more than a nice-to-have strategy!

In the old days, simple customer support was something most companies sucked at. But times changed and so has customer support. A lot of businesses now take customer support as a service and an important part of their business operations.

In this blog post, I’ll show you numerous steps for providing the best customer support available. Bring your customer support to the next level, and your business too.

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How to Use Customer Centric Copywriting to Improve Experience

Why do brands compete to shout “customer centric”? Today, customers want more from brands.  

They look beyond the products and, recently, the focus on customer experience has become more accentuated.

Writing catchy copies for your marketing campaigns to grab the attention of your consumers is definitely important. But many marketers have forgotten about writing copies to show customer centricity and improve customer experience.

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Is Customer Support Email the best channel to customer success?

A lot has been written on how companies can grow their business through customer success. The terms “customer success” or “customer experience” seem to be the new buzzwords in the growth-driven tech world. These discussions are great, and we at Usersnap believe that customer support email and customer success are important factors when it comes to business success.

However, I do believe that some basic and core questions remain unanswered. And one of these questions is this:

Is email still the best customer support channel?
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