After working with large SaaS support teams we have found the formula to scale support while reducing costs. We recorded a 7-minute video that provides a 5-step process to scale support as your SaaS business grows.
One of our SaaS clients was seeing a measurable improvement in their CSAT Score but continued to experience poor social reputation. The company simply focused on the internal quality measure but this was not having a significant impact. Equinox Live Agents introduced the idea of using leading indicators to identify future potential issues before they […]
Most support teams track metrics that they learn in Contact Centre Management 101. These include CSAT (customer satisfaction), ASA (average speed of answer), AHT (average handle time), Abandonment Rate and some form of an Internal Quality Score. These are great indicators of CX but may not tell you the whole story. While these metrics are […]
Your clients purchase your software because they have heard about your reputation, know about your culture, and are excited to sign up. However, they experience your software through your front-line agents who sell them the product and support them through their journey. It can typically take a few weeks to a couple of months before […]