How to automate Customer Service for SaaS companies

Culstaar is Parisian startup specialized in Natural Language Understanding. Initially focused on Search Engine Optimization, we developed tools to analyze Search data and understand queries in natural language. We have combined our SEO knowledge and the machine learning algorithms developed by our team to offer our clients a new service. For this interview, we’ve talked with Clustaar’s CEO and co-founder, Philippe Duhamel,  on how they solve support problems at Clustaar.  How do you get your first customers and how did you start building your product? We got our first customer through a network campaign on AdWords before we even had a product. They wanted a chatbot and we helped them create one perfect for their needs. We then onboarded clients from another line of our

How to cut your new agent on-boarding time in half with Martin Kõiva

This time we hosted Martin Kõiva, a co-founder at Qualitista is a peer feedback and ticket review system for support teams which helps agents onboard faster and improve the quality of answers.  How did you come up with the idea for Qualitista and what problems are you solving? In my previous role, I was heading a large, fast-growing support team and struggled to find a way to keep quality consistent and make sure we are giving the right answers to our customers. CSAT and NPS only tell half the story, when it comes to the quality of your support. That is because the customer cannot actually know if the answer he/she received was up to your company standards or

Interview with Joe Howard Founder at WP Buffs

Like a lot of people in the world of WordPress, Joe Howard came to it after jumping around a few different jobs. They handle unlimited edits, performance enhancements, daily health maintenance and regular security troubleshooting so you don’t have to. WP Buffs’ goal is to be the very best technical support partner for any individual, business or organization with a WordPress website. The company handles everything WordPress-related for their customers which allows them to make bold decisions when it comes to their websites without hesitating due to technical restraints.WP Buffs is 7 employees strong, all of whom are 100% remote and are distributed around the world. Because the team handles security for the customers, they have somebody available 24/7 in

Top 6 Help Scout Alternatives

Excellent customer service is one of the most important factors to consider when trying to grow your business. Implementing self-service software that allows customers to get immediate answers to their questions is one way to empower your customers and get ahead of the competition. Help Scout is a leading service provider in their industry. Their self-service tool is a close competitor to Zendesk’s with a simpler, more intuitive approach. Most organizations in this space offer a free trial plan to begin, which is incredibly important when choosing which support solution to implement for your business. It gives you the opportunity to try out a product and know if you like the features and how it looks/feels before committing. Here are

Support Hero on Product Hunt

Hey Product Hunters! We’re pretty excited about this and I’d love to get feedback on my latest Product Hunt posting. Support Hero is a perfect tool for any growing company that wants to help their customers successfully use their product and educate them with a super simple knowledge base. With clients like Agorapulse, AppSumo, Thinkific, Kissmetrics, and Mailerlite, Support Hero has quietly been transforming the way users troubleshoot issues on the websites. You can see a sample of our clients here. Most small software companies can’t afford to offer 24/7 customer support. It’s just not feasible.  The other thing I would add is that offering efficient self-help resources can help a lot with that. Users don’t expect us to be

How to provide top-notch support for your clients

ProviderTrust is a SaaS company that provides screening, monitoring, and verification tools to simplify workflows and help healthcare professionals stay compliant. We had a great privilege to speak with Russ Cornwall, Product Manager of their VendorProof application, about the integrality of support to product success. I know you were always very careful about top-notch support for ProviderTrust clients so let’s start with what does good customer service mean to you? Good customer service means giving users the ability to find the right answer to their question without a lot of headaches. We love being able to provide our customers with the option to call or chat with us directly or to search for answers on their own without leaving the

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