Has this ever happened to you?  That you bought a SaaS product and then completely forget that it exists?  The SaaS customer lifecycle is something that is continuously growing and ever-evolving.  There really is no autopilot that you can put into action and then arrive at the end of the journey. Don’t forget that the...

If you were to answer a question, “What is that one thing that customers hate the most?  What would you say? Without a doubt, it would be struggling to find a solution to their problems.  Customers don’t want to go out of their comfort zone to solve their own problems. They like instant and effortless...

How many times do you wait for customers to report an issue with your product or services? Do you identify them yourself, or do they mostly get reported as they surface? If you end up nodding your head to the second scenario, you’re definitely failing at providing proactive customer service to customers. There is no...

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. On the other hand, in the same research, we can see that the average American tells 15 people when they’ve had a poor SaaS customer support...

Modern customers don’t just want fast responses; they expect omnichannel customer support—seamless assistance across live chat, email, social media, and self-service platforms.  If they start a conversation on your website and follow up via Twitter or phone, they expect your team to remember the context and continue right where they left off. I’ve spent over...

Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? Trust me, they all come looking for a good customer service experience, which at times, many brands fail to offer. So, if you are a newbie and feel that you may not match up to...

Have you personalized your marketing strategy? If you have not, then you’re probably living under the rock. I started to notice more and more personalized campaigns a few years ago, and back then personalization was a kind of a revolution in the marketing industry. Back then, I was working as a social media manager at...