Crystal Shuller | UserCentered

Crystal Shuller started the topic Ideas to keep your B to B SaaS from switching from support to account managers? in the forum General Discussion 8 months ago

Hi!

We are a monthly subscription software that helps business owners monitor and analyze online reviews. I really want to keep our support team as a support team who works on all accounts, instead of going in the direction of old school account managers. However, as we’re scaling and taking on very large corporate accounts, I’m worried I might…[Read more]
Crystal Shuller replied to the topic What do you say when a customer requests to cancel? in the forum General Discussion 10 months ago

Thanks Chase! That’s a great suggestion. And I appreciate you sharing what your team does as well.
Crystal Shuller started the topic What do you say when a customer requests to cancel? in the forum General Discussion 10 months ago

Hi fellow customer supporters!

When you get that unpleasant support ticket from a customer requesting to cancel, and they don’t give a reason initially; what does your email say when you first reply back?

I think my current reply could be better, atleast to help urge them to tell us why. Mind sharing your thoughts, suggestions of how I can…[Read more]
Crystal Shuller replied to the topic Performance Indicators for Support Team? in the forum General Discussion 11 months, 1 week ago

Thanks everyone! I really appreciate you taking the time to share your metrics.

PS @Micah, big fan of Zapier.
Crystal Shuller replied to the topic Looking for Creative Customer Care Package Ideas in the forum General Discussion 11 months, 2 weeks ago

Hey guys! Just wanted to update you on this.

We ended up dividing our customers into two tiers (based on size of account with us). Top tier customers received frozen Lou Malnati’s pizza’s in the shape of hearts with a box of Fannie Mae chocolates saying “Sending a little Chicago love your way! We truly appreciate your business. - Love, Review…[Read more]
Crystal Shuller started the topic Performance Indicators for Support Team? in the forum General Discussion 11 months, 2 weeks ago

Hi!

What types of performance indicators have you set-up for your support team? Looking to create KPI’s and how to show performance success other than having an empty ticket queue.

Thanks for your input!
Crystal Shuller started the topic Looking for Creative Customer Care Package Ideas in the forum General Discussion 1 year, 1 month ago

I’m working on putting together creative care packages for our customers and looking for ideas. Thinking about sending for Valentines Day since our founders didn’t do anything for the winter holidays. Thought it might be a creative touch since most businesses don’t thank their customers then.

Does anyone mind sharing creative things you’ve done…[Read more]
Crystal Shuller became a registered member 1 year, 1 month ago

@crystalshuller