Best Of
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Re: Robot Process Automation
I haven't included RPA in my tech stack surveys yet, so don't have a list of top installed solutions by B2B companies. But am definitely adding that this year, so will have some guidance later on. Th…5 -
Re: Has anyone successfully integrated ChatGPT into customer success response?
Interesting for all of you: "Yes" is the answer. I asked ChatGPT to answer your question, and here comes the answer (copy+paste from ChatGPT): "Several companies have integrated ChatGP…5 -
Re: Has anyone successfully integrated ChatGPT into customer success response?
At Gainsight, this is something we are actively working on. If anyone is interested, we would be happy to connect with you on our focus areas and get your feedback.5 -
Re: Are there online community benchmarks?
In Exchange we're working to: 1- Promote Engagement and Nurturing practices. 2- <5% 3- <10% Metrics 2 and 3 are results of your actions under #1. You may find this valuable: https://www.tsia.co…5 -
Re: Frequency of assisted support case surveys
Hi @Gordon Sorensen, We send a CSAT survey after every case; even if one customer submits 2 cases, they may be working with 2 unique Support Consultants and we'd want feedback on both interactions. I…1 -
Re: Reducing Customer Friction Between Time of Sale and Cloud Software First Use
@Neal Hatton this was a common problem in the context of provisioning the right software, cloud Orgs, license keys etc as part of order fulfillment. The bigger problem is these requests were being to…5 -
Re: Has anyone on here read "Digital Hesitation" yet? Thoughts?
To add to the list of @CarlosAlves, I would summarize as something like: product needs to be reimagined now as the sum total of customer experience; and customer experience needs to be intentionally …5 -
Re: Need Input Trying to Understand the Customer Expectations When Buying and Renewing SaaS Products
Hi @EdlyVillanueva, I've responded based on my experience interacting with a wide variety of software & SaaS clients and customers. Preference of hosted vs. on-premise offerings? There are a lot …7 -
What does your in-app survey program look like?
Hello all - I work with our product teams to develop in-app feedback programs for our SaaS offerings. While most of the best practices follow common sense guidelines and general surveying guidelines,…5 -
Re: Are there online community benchmarks?
Beverly, a really great presentation was conducted by Red Hat at the 2021 conference in Las Vegas. Here is the URL to the presentation: Learning Together: How a Learning Community Can Enhance Your Bu…7
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