On live chat the customer often turns up, asks a question and goes off. Either that or the agent isn't available immediately. Then you get a conversation that goes on for an hour,

You can have 90% customer satisfaction scores on individual interactions but have an overall low NPS. Why? They loved the effort you made in supporting them but not if it took 5 support

It's easy to end up re-writing your key headlines and paragraphs again and again and waste several days doing it. Below we show you some methods copywriters have used to stop that circle

Showing how co-browsing saves time sometimes doesn't matter as much as its impact on conversion or retention. It depends on what your CEO thinks about all day. While co-browsing might reduce time taken

If people don't understand what your product does for them and why it's special, they won't buy from you. Product positioning solves this. When an engineer turned marketer helps re-position company after company

I asked Joe, our CTO, to cover how the Intercom API integration with our app is done using Ruby. He gave me an overview of the Rails job that syncs data between our

Not only can you see the user’s screen from Salesforce in one click, you can also remotely take control and highlight where to go. You can click and scroll for them. You

Yes, initially getting certified is quite a process and each year there's an audit but does it help companies see you as more secure? Will it get you more customers? If you're working

Changes to the Google Algorithm can wipe out companies, drop their share prices, halve their advertising revenue and more. Most of the time they are not announced in advance but June’s update

These articles are recommend by customer experience thought leaders and practitioners. Below are some brief summaries and links to the original posts. Related: 7 companies show you their customer experience strategies Resource: The

Why do SaaS companies start creating white papers and data sheets and all that stuff? Because they want to attract larger enterprises. Why do they want to attract larger enterprises? They have lower

With everyone expecting iPhone levels of smoothness to every business interaction, customer experience strategy has become a focus point. Below we'll stick to a simple definition of custom experience (CX) and then show

People are busy and may love a product but get dozens of requests for reviews. After a year we had crawled to 8 reviews on Capterra. Then Capterra offered to give $20 gift

Below see the major components of a go-to market strategy and 10 examples of how companies did go-to-market (GTM) for their new business, product, feature, expansion into a new country and more. This

Giving any customer facing team access to instant and interactive online screen sharing would naturally result in faster support but what are the hard numbers? Below we published the unedited responses to the

It’s hard to picture all the steps needed in creating your own explainer video including what equipment you need and who should be in front of the camera. Below are the exact

If 1 in every 8 people you emailed went and bought your product you'd know how many emails to send to reach your target. You wouldn't worry as much about the 7 who

Building Upscope's co-browsing solution turned out to be significantly more complicated than your typical CRUD app. Upscope is built from the ground up as there were a limited set of open source co-browsing

Here's how you get your support team, account managers and sales people to hug you. Give them co-browsing. Why? When they're helping a tough, less technical customer, they all wish they could snap

SaaS metrics like LTV to CAC ratios are simpler to understand when you see real examples and why they're important. Below we breakdown the metrics of one company and show you metrics for

One founder of a company decided to manually onboard users and converted 55% of them.  It doesn't scale but it works wonders. Imagine you could show each new user your app in minutes?

We found SaaS enterprise pricing to be confusing at first but having been through the process enough now, here's our advice for our younger selves. We cover 3 main enterprise deals and how

Google analytics is free but it's not giving me the answers I want quickly and cleanly. By chance, I came across Oribi. They got it right guys. THEY GOT IT RIGHT. Each day,

See all the dumb things we did with our b2b SaaS pricing and the “obvious” pricing model that worked, doubled revenue and made us profitable. Related: What we Realised about Enterprise Sales Also

This is a guest post by KC Karnes of CleverTap covering 10 points of great advice on nailing that welcome email for your onboarding process. Further below is also an infographic and links