Hannah Carter

Customer Experience

What is CX? Customer Experience Explained

If you’ve found this guide, you’re already on the right track. You’ve noticed that CX is becoming increasingly prominent across industries. From SaaS and Ecommerce businesses to startups and telecommunications businesses, CX is always going to be pivotal to a company’s success.  According to Zendesk’s CX Trends Report 2023, 80% of leaders plan to increase …

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luke peters a man and a desktop monitor

A Guide to SaaS Customer Support Best Practices

Getting lost in the whirlwind of SaaS customer support? We don’t blame you. In the ever-evolving landscape of Software as a Service (SaaS), where customer satisfaction and retention are paramount, implementing robust customer support and success strategies is the key to sustainable growth. Integration is already complicated in SaaS, never mind scaling, increasing recurring revenue, …

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Jolt – Case Study Who’ll take the 3:00 AM call? With maternity leave for an overnight agent rapidly approaching, how to cover  the after-hours hotline became priority one.  We first met J-P Scoville several weeks before Jolt’s overnight agent supporting their largest  customer was due to go on maternity leave. Realizing there was no way …

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