CX Manager vs. Customer Support: What’s the difference, and why you need both

You’re probably already aware that customer support is important for digital companies.

According to Entrepreneur, great customer support strengthens your company’s brand, opens doors for partnerships, and increases retention — which is 5 times more profitable than acquisition. 

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The State of Customer Experience Report in 2020 – CX statistics to help you move in the right direction

It’s been 2 years since we at Usersnap started developing a tool for Customer Experience. We must say – it’s been such an exhilarating journey so far! 

For research purposes, we talked to many experts, interviewed a large number of potential customers, and even built a community! We learned a lot and shared our findings on our blog through stories and ebooks

However, what we have for you today is very special. We reached out to 100+ digital companies and compiled the statistics to provide insights into the State of Customer Experience in 2020.

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Here’s what you missed at Usersnap’s Customer-Centric Growth Virtual Summit 2020

Usersnap’s 1st virtual summit, The Journey To Customer-Centric Growth, set sail on May 20th 2020. In case you’ve missed it, replays of all 49 talks are still available for the following month. We’re also here to do a recap for the hottest topics that came up and the most upvoted talks by attendees.  

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The Journey to Customer-Centric Growth: Our 1st Virtual Summit on May 20th!

Wow, can’t believe we actually pulled together a summit with more than 50 speakers on Customer Experience and Customer-centric growth in less than 2 months!

And now we’re proud to say The Journey to Customer-Centric Growth – Success Stories of Scaling CX and Qualitative Feedback is a MUST attend, learnings guaranteed event. Especially for SaaS product managers, customer success managers, growth marketers, and actually all the organizations that aspire to listen to the Voice of Customers.

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7 Usersnap Collaboration Tips to Manage Customer Feedback Loops with a Visual Twist + Most Requested Feature Release!

Rejoice, do a celebration dance, insert high-five emojis… visual customer feedback just entered a new league with the Attachment feature.

Don’t stop at collecting feedback, manage it like a pro

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How To Elevate Your Online Customer Service With Screenshots And Annotations

72% of customers blame poor customer service as the reason for having to explain their issue multiple times.

But, as a customer service agent or the feedback receiver, you know customers are sometimes just as guilty. They are often the ones who do not describe their problems accurately and can waste your time.

So, how can you overcome miscommunication and improve efficiency? How do you shorten the tedious back-and-forth cycle in clarifying technical issues?

This article has got you covered.

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Is Email the best customer support channel?

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 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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How to use Usersnap as your main customer support software

A couple of days ago, a customer asked us if we know of any great customer support tool which works similar as Usersnap does for bug tracking. But just for customer support.

Here’s the good news.

We all know that Usersnap is your best visual feedback and bug tracking tool during development but did you also know that Usersnap can be the best customer support tool for you as well?

Here’s everything you need to know.
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Power up your customer support with Freshdesk & Usersnap!

Freshdesk is a simple and easy-to-use customer support software used by some well-known companies such as Sony, Cisco and many others. More and more customers are approaching us on how to get more out Usersnap by integrating it with Freshdesk.

So, I’d like to show you how to boost your customer support by integrating Freshdesk with Usersnap.

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