Comments
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Are other companies seeing any increases on the Support KPIs since having to go remote? For example, Average Hold and Handle Time increases? If so, do you have any insights on how to get back on track to pre-COVID results?
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CS has strong influence on the product roadmap. There is a tool to enter and track all customer feedback which is used by the product team for quarterly roadmap planning. Product analytics are shared with the CX organization to help increase usage for features. Often this is done through campaigns and in-product process…
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I work for a SaaS company as well. For internal communications, we use Slack. There are different channels related to standard product updates, release notes, or issues (based on severity level). Communications to customers depend on the issue/outage. Some updates are posted in our notification center near the users icon…
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@Laura Fay Although, I can't share specific results, we did have strong double digit increases in April over LY.
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We created a COVID-19 resource center that contains the latest changes to our products to support HR 6201 and CARES Act, as well as, created weekly HR Office Hour webcasts the tackle the most important topics SMBs need at this time - from answering hard hitting questions to discussing the the continuously changing laws…
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We are running a promo for net new customers which includes some products in the bundle FOC for 12 months. In addition, customers who renew during this time period get free access to products currently not included in their bundle.
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