Best Of
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Re: Software support KPIs
I believe AI adoption in your support team holds tremendous potential. Leveraging it effectively can significantly enhance your current service delivery metrics while empowering the team to achieve m…1 -
What pop-up survey tools do you use for measuring self-service?
Self-service success and implicit case deflection are two of the key performance indicators for self-service, per TSIA's best practices. In order to accurately capture this, you need a pop-up survey …1 -
What is the typical grace periods businesses offer for renewals after a product expires?
Are there industry best practices or benchmarks for how long customers are given to renew after expiration?1 -
On Time Renewals
What are the best methods/tactics of ensuring on-time renewals beyond traditional methods? - ie. quote out at least 90 days in advance, late fees, auto-renewal, support/license suspension, renewal no…1 -
Re: On Time Renewals
@Wendy Dorosz I like that…i just had this same conversation with our CS team today. You may not like the response but it gives you time to pivot/address. Appreciate the response.1 -
Re: On Time Renewals
Renewal discussions start the day after signing. As part of QBRs I expect my team to highlight to the customer when the renewal is due. Try asking the customer if there is anything that would stop yo…3 -
Re: What is the typical grace periods businesses offer for renewals after a product expires?
Hi Sarah, It's common practice to offer a grace period of 30-60 days on late service and/or support contract renewals. We've seen different organizations choose 30-day, 45-day, and even 60-day grace …2 -
Re: What pop-up survey tools do you use for measuring self-service?
We use Pendo to show navigation tips, assist onboarding, and capture survey/opinion data. It helps in combining navigation patterns data to satisfaction points.1 -
B2B SaaS GTM Use Cases for Generative AI Tools
I've listened to the TSIA podcast "Applying the AI First Mentality to Revenue Generation." What was most informative was not what was said, but what was omitted in the dialogue. Customer bu…1 -
Re: Shortened Holiday Hours for SaaS Support Dept
Hello, It depends quite a bit on what your SaaS product does for your customers. Is it mission critical, like enabling the operations of an airline or used in some sensitive applications? If not, the…1
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