evaluagent®’s Post

A couple weeks ago, we teamed up with our friends at Intercom and evaluagent® to discuss the benefits of a best-in-category tech stack for your customer support operations. Here’s a preview of what the group covered: 👉 Specialized, best-in-category solutions provide deeper functionality and more customized support compared to consolidated, all-in-one platforms. 👉 Consolidated tech stacks may initially seem cost-effective but can incur hidden costs, including reduced flexibility, overpayment for unused features, and costly custom integrations. 👉 Adopting a consolidated tech stack can lead to inefficiencies and frustration due to misalignment with specific operational needs, stifling innovation and increasing operational costs. Want to see what else you missed? Read the event recap and watch the webinar on demand.

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AI in Customer Success: Refining Customer Face Time With AI-Driven Customer Insights > Forrester’s "Predictions 2024: Tech Leadership" report estimates AI will free up to 50% more time for employees to engage in creative problem-solving, driving customer-centric innovation and creating unprecedented business value. Imagine giving a CSM half their day back — how could they use that time to deepen connections with customers, their No. 1 priority, and come better prepared with data-enriched information for their next conversation? You could argue that delegating time-intensive tasks to AI-powered tools frees you up to engage with more customers on a human level. At least 79% of customer service leaders think so as they plan to invest in more AI capabilities over the next two years. You not only gain the time back to meet with more customers, but CS teams can spend their energy where it really counts, which is on account strategizing and better solving customer problems. With the help of AI-powered predictive analytics solutions, they can more quickly spot trends among customer segments that indicate customers are happy, healthy and likely to renew. AI solutions can synthesize account history and context to better equip the CSM with sensitivities and areas to focus on with customers. Take product usage trends, previous account notes, support engagement, or customer satisfaction scores (CSATs). CSMs deepen their knowledge of a particular customer’s behaviors and performance with your solution. Hence, the pressure is lifted off of your CS teams to manually sift through mounds of data and steers follow-up conversations to be based on the most recent and relevant information. On the other hand, AI can also be an asset for building predictive models for other important KPIs like churn and customer risk and retention. AI can look for engagement dips, negative customer sentiment and correlated behaviors between customers that have churned, thus allowing you to spot risk earlier in the customer journey. Take advantage of AI’s ability to automate identifying high-risk customers before bigger problems escalate so you can make real-time decisions and quickly connect them with a human expert for a live conversation. (For more: https://lnkd.in/gWbBJPbU ) This data in turn should be leveraged by your organization’s entire go-to-market motion. Alerting sales to common problems within a customer segment identified by AI will give your account executives an advantage during the sales cycle. For example, account executives and sales engineers can use discovery calls and demos to show the prospect how the product solves a problem they might not even know they have. Delivering this proactively in a face-to-face conversation showcases your revenue team’s expertise and unlocks new value propositions for your potential customers.

👨🏻💻Unlocking the Secrets of Premium Support In today’s competitive landscape, premium support isn’t just a luxury—it’s a strategic game-changer. With the Customer Technical Support Services Market growing at a solid 7.2% CAGR, it's clear that premium support is the key to staying ahead. So, what makes premium support so powerful? It’s all about turning your customer service from a cost center into a revenue generator. By offering high-value services through subscription models, businesses can: ✔Offset Costs: Balance operational expenses and optimize resources. ✔Enhance Service: Boost customer satisfaction and build long-term loyalty. ✔Generate Revenue: Create a profitable revenue stream through subscription fees. ✔Drive Innovation: Invest in cutting-edge tools and automation. Yet, implementing premium support comes with its own set of challenges. From recalibrating financial metrics to securing stakeholder buy-in, the transition requires careful planning and strategy. Curious to learn more about how premium support can transform your business? Dive into our latest blog for an in-depth exploration of its benefits and implementation tips. Read the full blog here: https://lnkd.in/gg3qJ7d3 #PremiumSupport #CustomerService #BusinessGrowth #RevenueGeneration #SearchUnify

Learn the best #SaaSCustomerSuccess strategies and tools from experts! Check out this awesome article here: https://lnkd.in/dXGYr6Zj

Tired of overcomplicated interfaces that make your work harder than it should be? 🌪️ We present a selection of the most effective and easy-to-use tools, which are also simple to integrate into your workflow 👌🏻 Dive in: https://hubs.ly/Q02QKmzx0 Share the article with colleagues & choose the best option for you!

Product Update Alert! 🔥 ContactMonkey’s improved List Management features have arrived. Read our product update to learn more about how we've made List Management easier than ever, with a shared directory between email and SMS, more advanced list filtering options, and more. https://hubs.li/Q02vwpfh0

Want a sneak peek into the magic of Setuply? Join our upcoming webinar and be inspired by real customer success stories! You'll see firsthand how our solution has become their secret weapon for accelerating revenue recognition, elevating client management, and putting an end to client onboarding bottlenecks. Register today: https://hubs.li/Q02zwLbN0 #revenuerecognition #clientmanagement #clientonboarding

🚀 Exciting News! 🚀 I’m thrilled to announce the launch of our brand-new LinkedIn page for All Reviews 365! 🎉 At All Reviews 365, we help businesses take control of their online reputation by providing a comprehensive platform for managing customer reviews. Whether it’s collecting feedback, responding to reviews, or gaining insights that drive growth, we’ve got you covered—365 days a year! 🌟 🔗 Check out our page and give us a follow to stay updated on how we’re transforming review management Let’s connect and work together to elevate your business through the power of customer feedback! 💬 #AllReviews365 #ReviewManagement #CustomerFeedback #BusinessGrowth #ReputationManagement

Introducing: THE ALL NEW HUBSPOT SERVICE HUB 🛎 The ultimate tool for businesses to scale support and drive retention. With a centralized Help Desk Workspace, support teams can efficiently triage and resolve tickets with the help of HubSpot's AI technology, including a GPT-powered Chatbot that automates responses. This frees up reps to focus on more complex issues. The Service Hub is designed to scale with features like Omni-channel Support, Interactive Call Routing, and Advance SLAs. And that's not all - the Customer Success Workspace in beta now helps Customer Success Managers track tasks, manage key accounts, and utilize customer health scores for retention strategies. The Service Hub and Customer Success Workspace work together to drive retention and support scalability for businesses. https://lnkd.in/e78Pedkz