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What is SaaS? Everything you need to know about Software as a Service

July 25, 2022

Software as a Service, also know as SaaS, is a cloud-based service where instead of downloading software your desktop PC or business network to run and update, you instead access an application via an internet browser. The software application could be anything from office software to unified communications among a wide range of other business apps that are available. 

This offers a variety of advantages and disadvantages. Key advantages of SaaS includes accessibility, compatibility, and operational management. Additionally, SaaS models offer lower upfront costs than traditional software download and installation, making them more available to a wider range of businesses, making it easier for smaller companies to disrupt existing markets while empowering suppliers.

The major disadvantage of SaaS applications is that they ordinarily require an internet connection to function. However, the increasing wide availability of broadband deals and high-speed phone networks such as 5G makes this less of an issue. Additionally, some SaaS applications have an offline mode that allows basic functionality.

Here we’ll look more closely at some of the key advantages and disadvantages of SaaS applications. 

Advantages of SaaS

Accessibility: One strong advantage of any SaaS application is the ability to run through an internet browser, so it doesn’t matter which Operating System is used to access it. So regardless as to whether the user is trying to run the application on Windows, Mac, or Linux machines (or even smartphones running Android or iOS), the application still remains accessible. This makes SaaS applications incredible versatile in a couple of different ways.

For one, it means you don’t need to worry if your operating system or other software will be compatible with SaaS applications. Perhaps more importantly, not only can they be used in the office on desktop computers, they can also be used on mobile devices such as tablets. SaaS applications are overwhelmingly designed to be mobile-friendly so that they can be used in a whole range of situations and circumstances, not least on the go.

Updates and patches: Another key advantage of SaaS applications is that because they run in the cloud, the vendor can update their software centrally without adversely affecting business operations for users. This is in stark contrast to on-premise software that will often require a degree of compatibility and endpoint security testing before even routine updates and patches can be applied.

The SaaS model therefore avoid the pitfalls of testing that slows down the development cycle and access to new features for users, while ensuring that security updates are applied as soon as possible in contrast to on-premises software that may remain vulnerable to attack until the IT service management staff have finished their testing.

Hardware: This leads into one of the other biggest selling points about SaaS, and that’s the lack of initial investment required to use it. For on-premises software, sometimes it’s not simply that business PCs or other desktops have compatible software and hardware configurations, but also that additional servers and network switches that could be required as part of a general investment in IT infrastructure services necessary to support the software across the business. 

SaaS sweeps that need away, meaning that even the smallest business can now have access to software tools through SaaS-based cloud applications that originally only enterprises could afford to build for.

Additionally, SaaS is scalable in that if you need to add more users to your service, or conversely reduce them, you simply adjust your billing plan accordingly – as opposed to having to buy in more hardware when expanding, or else having to shelve expensive electronics when reduced need makes it redundant.

Market reach: For vendors this means being able to supply a software service to the majority of the market, instead of just a limited and targeted market segment. This means that pricing can be cheaper and more accessible to businesses of every size. For users this means being able to access services not normally available, thus both expanding and improving business services, productivity and general opportunities.

Saving and storage: On premise storage of data means the need to invest in reliable backups such as through cloud storage or other disaster recovery plan to mitigate any serious hardware crash that might otherwise cause the significant loss of data. However, with SaaS, data is routinely saved in the cloud anyway. What makes this double advantageous is not just the redundancy aspect, but also that employees can switch between devices without losing work or data, simply by the fact of logging into the single account, regardless of which device is being used.

Data and analytics: Because everything is run through a centralized platform this means its easy to capture data and provide it for analytics use. Businesses using SaaS software usually have access to reporting and intelligence tools and visualizations that can provide valuable insights into business operations, allowing for workflows to be streamlined and efficiency savings to be actioned. For the vendor, because access depends on a paid subscription there’s no need to be concerned about piracy which might otherwise cost the supplier and damage both access and pricing models.

Overall SaaS

Overall, SaaS offers a lot of benefits all round that should work in the interests of both suppliers and users. While some enterprises might prefer to set up their own cloud management services and use orchestration between devices and sites to control their own data, for the majority of small businesses at least SaaS offers unrivaled opportunities that can help them develop, expand, and provide more value to both staff and customers.

Articles, How to

How to easily embed a simple contact form into your website using Stames

July 19, 2022
Note: This article applies to software modules created under the Entry plan. Stames contact forms have predefined fields that can easily be customized. If you are looking to process custom fields, try using the Stames API. Learn more here.

Wondering why you need a contact form on your website? Why not just publish an email address instead?

Making a contact form sounds like hard work, but it’s easy with Stames. And a Stames contact form is actually vital if you want to grow your business.

What is Stames Contact Form?

A Stames contact form is a short web-based form that can be published on a website. Any visitor can fill out the form and submit it to send a message to the site owner(s).

Behind the scenes, a contact form triggers Stames to converts customer data into tickets and send to chosen department or default department connected to the contact form. Notifications are then sent to the email inbox of site owners and their teams and if enabled, an automated response is sent to customer’s email address to acknowledge receipt.

This lets you get messages from visitors easily without revealing your email address to spammers. Installing Stames contact forms in your website is as simple as copying a piece of code and embedding in the HTML code of your website.

If you have your own contact form and would like to process more complex custom data into your Stames module, the Stames API is able to easily help you achieve that. Learn more about Stames API here.

Why Is It Important?

Let’s finally try to understand how Contact forms are important for your online business and why it is an absolute necessity for you to include one on your website

It helps you generate more leads
When a visitor is going through your websites’ products and services, it is considered to be the right time to collect their details. It will eventually help you create your email list.

Customizable to suit your needs
The Stames web widget are highly customizable. From changing the color and side text of the widgets, form etc to hiding some optional form fields. For example: a user can hide the issue category form field by setting a default department or issue category for the widget. One can also hide priority, phone number form fields etc.

Keep Track of Inquiries
As your business grows, you’ll constantly get more and more inquiries from your website.

How will you keep up?

Stames modules allows users with admin credentials and staff with access to tickets in various departments to track all customer requests/issues. You would be able to track how long the resolution process takes for staff assigned to particular tickets and what is being communicated to the customer in real time.

It makes you more reachable
You can’t be available on your phone number 24*7, and you also cannot afford to lose your potential customers. Thus, contact forms play a vital role in the visitors believing that they can reach you anytime.

Provides convenience to your visitors
Having a contact form makes it easier for the visitors to have a conversation with you. They don’t have to worry about emails when contacting is just a click away.

Gives you assembled information
When customers send you to message on email, they may miss out on a lot of information like phone number or order number. In contact forms, you can mention the fields according to your needs and audience and make it mandatory for them to fill.

Delegate Tasks to Your Team
Most contact forms let you send email notifications. Stames however send email notifications and customer data to the right people in the department that is connected to the form submission.

Offer Support to Customers
Most businesses offer some kind of customer support or tech support. And your contact form is just 1 of the ways customers can get in touch. Wouldn’t it be great if you customized the form and help them out faster? With Stames contact form, customer data submission are converted into a support tickets that can be accessed easily via a software module.

Make Quoting Easier with File Uploads
Did you know that you can accept uploads through your contact form? Stames lets visitors attach files to contact form submissions. For example, if you need to assess files or documents before sending quotes to customers, you can add a file upload field to Stames contact form. That way, you can quickly get all of the information you need to produce an estimate without extra admin.

Automate Email Responses
Stames contact form does not only make things easier for only visitors but saves your time a lot as well. When a user contacts you through your website, wouldn’t it be nice to let them know that you received their message? Stames contact form turns this email response process into a piece of cake.

After a visitor submits a form, while you get an email notification, Stames automatically sends an automated email to the visitor to acknowledge receipt of message. Automated responses can be configured via a subscription account and can be turned on or off for each Stames module.

Secure Your Website
One of the most important reasons to have a Stames contact form on your website is to reduce spam and keep your website secure. You might think that after all, if your website visitor will want to contact you, he or she can simply write an email. However, when you put only your email address on your contact us page, you’re more likely to get undesired emails.

A contact form saves all your time and energy from clearing these out. This way, you have more control over all the messages you get. Some bots crawl the internet looking for exposed email addresses. Any email address that they find may end up in the hands of spammers. Stames contact form helps you keep a very secure layer around your website because it constantly works by filtering spams that get in your way!

To easily embed a Stames contact form:

  1. In the Stames subscription account, go to Account Settings > Integration Settings > Contact Form for the software module in question.
  2. On the Contact Form settings page, scroll down to the bottom and click on Embed Code button.
  3. This would bring up the pop up dialog box that contains the iFrame code snippets that can be embedded in any section of an HTML code.
  4. Copy and paste the code into the appropriate sections of your website HTML.
  5. Save the website HTML code and voila your contact form is properly installed.

To configure your contact form on your website:

  1. In the Stames subscription account, go to Account Settings > Integration Settings > Contact Form for the software module in question.
  2. On the Contact Form settings page, you can change the background theme of the contact form. That means if the background theme of the page you are embedding the contact form is dark then the background theme must be changed to dark and if its light, then the background theme must be changed to light .
  3. Choose from any of the form template available and scroll down to the button of the page and click Preview Form button to preview the form looks and active fields.
  4. Show or hide form fields like issues category (department) field, phone field or priority field.

Check out Tutorial video

Articles, How to

How to install & configure a free Stames Web Widget on any website

July 17, 2022
Note: This article applies to software modules created under the Entry plan. Stames web widgets are free to use and are functional even if software module expires or closes. Note however that customer data are processed to email address for closed software modules.

A website is the most essential part of a business online presence. It’s how one present their business to potential customers. So it’s very important that a website is as good as it can possibly be. A lot of factors go into this: the design, the functionality, the content posted, and more. And it’s the business job to constantly improve on them. But overhauling the entire website every week is not exactly a good solution. Instead, one should look into the advantages of using website widgets. Web widgets can help add almost anything to a website, from a simple event calendar to tools for processing customer requests and data online. But what exactly is Stames web widgets? And why should you use them?

What is Stames Web Widget?

A web widget is a web page or web application that is embedded as an element of a host web page but which is substantially independent of the host page, having limited or no interaction with the host. Stames web widgets fulfill a wide variety of purposes and provide users with the best possible experience. It helps businesses easily install, configure and process vital customer information and data including requests, queries, feedback, complaints, claims and much more.

After sign up for the Stames service, a provisioned JavaScript code snippets are automatically generated.

There are two types of widgets: call-to-action and one-click. Call-to-action widgets when clicked prompts user to take some specified action which includes filling a form to send a request, making a call to the customer service hotline or visiting the support center/helpdesk of the business. One-click widgets on the other hand when clicked pops up a form for the user to submit a request etc to the business.

Major advantages of using website widgets

So why are Stames web widgets great tool for modern business and website?

Free, quick, and easy to install
One of the best things about Stames web widgets is that they are quick and easy solutions that actually work. Adding a Stames web widget is nothing like installing new company software or even changing the theme of your WP website. Stames web widgets are not big modifications to your website. They won’t require any downtime and you don’t even need to put your website in maintenance mode to install them.

Instead, you can add them to your website very quickly and easily. Better yet, they are immediately available for use. Finally, Stames web widgets are FREE. So you don’t even have to pay for all the benefits they bring!

Customizable to suit your needs
The Stames web widget are highly customizable. From changing the color and side text of the widgets, form etc to hiding some optional form fields. For example: a user can hide the issue category form field by setting a default department or issue category for the widget. One can also hide priority, phone number form fields etc.

Enhance website functionality
The biggest advantage of using Stames web widgets is, of course, what they add to your website. The web widget instantly automates customer service and tech support, making them faster and leaving you and your employees with more time to focus on other things.

Drastically improve user experience
The whole point of using widgets is to make your website more appealing to your users. By adding Stames web widget, you’ll improve their experience. Depending on the type of widget you choose, you can provide them with more information, let them interact with the website, make it easier for them to resolve issues on their own, and more. And any digital marketing agency will tell you that user experience is one of the most important things to work on. Plus, it sets you apart from other websites of similar businesses that don’t use widgets.

Increase engagement and conversion
Stames web widgets are interactive. This is definitely a benefit because engagement leads to more time spent on a page. And the more time people spend on your website, browsing your content, the more opportunity you have to convert them.

To install your web widget on your website:

  1. In the Stames subscription account, go to Account Settings > Integration Settings > Web Widget for the software module in question.
  2. On the Web Widget settings page, scroll down to the bottom and click on Embed Code button.
  3. This would bring up the pop up dialog box that contains the Head tag and Body tag code snippets for both call-to-action and one-click web widgets.
  4. Copy and paste the code into the appropriate sections of your website HTML. Head tag code snippet must be placed before the </head> tag and Body tag must be placed before the </body> tag of the HTML code.
  5. Save the website HTML code and voila your web widget is properly installed.
Note: Please note that some frameworks like worpress already have jQuery library installed and thus doesn’t require you to add the jQuery script that comes with Stames to the end of body tag. Simply update wordpress jQuery library (in the case your are using wordpress site) using a plugin for the widget to function properly.

To configure your web widget on your website:

  1. In the Stames subscription account, go to Account Settings > Integration Settings > Web Widget for the software module in question.
  2. On the Web Widget settings page, you can change the color theme of the widget by editing the theme field and replacing the color with the options you see or simply type in your preferred hex color code.
  3. Change the text besides the web widget to whatever text you want by editing the Side Label field..
  4. Change the notification email address to your preferred email address to receive copies of all mails coming from the web widget. Please note that, the email address you provide shall serve as the only channel to receive requests when your software module expires or closes as you would be unable to login or access the software module until it’s renewed.
  5. Show or hide form fields like issues category (department) field, phone field, priority field or whether to enable or disable file uploads.

Check out Tutorial video

Articles, Featured

Why Customer Stories Are Essential for Growth

July 17, 2022

Many founders believe they are the best people to tell the story of their company. While they might hire a stellar writer (like you!) to massage their language, CEOs typically are great at letting someone else create prose. However, in many marketing mediums, customer stories add character, clarity and specific examples that turn a just-fine narrative and make it great.

As you start to onboard clients, develop their content strategies and play a part in the growth of their brand, consider making a case for these types of recommendations. Not only are they powerful, but they illustrate your pulse on modern trends within the industry. Here, a few reasons why customer stories can’t be ignored.

What’s a customer story? How is it different from a case study?

First things first, many people confuse a ‘case study’ with a ‘customer story’ — and for good reason. They are quite similar in vein but in execution, they’re wildly different. One way to think about it is in their purpose and ultimately, the goal a brand is trying to achieve.

Case studies focus on numbers, results and outcomes, without adding the ‘why’ or the ‘how’ behind them. These are helpful for elevator pitches and short-win pitch decks for business.

Customer stories, on the other hand, are used to inspire and educate people by sharing a unique journey, according to marketing manager at VolusionSamantha Rupert:

Whether it’s a video, photo series, or a blog, these stories showcase all of the passion, challenges, and successes customers go through to achieve their goals or to showcase how a specific product is used in a real-life setting. Customer stories generally dig deeper into the nitty-gritty of how the results were achieved and what sacrifices were made along the way.

You can think of a customer story as a way to provide the intended audience with a ‘sneak peek’ into what could be their reality. This immersive experience helps to make the sale, since the person can relate to the experience of another human, versus hard facts from a business.

Customer stories showcase expertise.

Though a customer story is coming from someone who doesn’t work at the company, a satisfied buyer demonstrates that you know your stuff. In fact, senior director of media and industry relations at Fish ConsultingAshley Davidson, explains sharing these anecdotes of success cements your position as an expert within your industry.

Anytime you can highlight someone who was excited about the work you provided them, the stronger trust folks will have to hire you. Whether you pitch customer stories to your existing clients to add to their content schedule and strategy, or use the feedback from past to gain new clients, this tactic is a solid way to supercharge your business.

Customer stories deliver important information creatively.

“The reason customer stories help companies grow is because of how they deliver important information in different styles,” explains Matt Burns, the head of customer success at

He provides the example of recipe searching online. If you look up how to make a casserole or bake a pie, you won’t just find info on the ingredients and instructions. Rather, Burns explains, they are often filled with tactical information about how to form the dish, along with a first-person perspective that allows readers to connect with another person about the experience:

This strategy has become more prevalent because people see the value of telling a story and also digging into the exact specifics for how it works. The same is true for companies. People can be hungry for all types of information but sometimes there is more value in proving the solution works and other times it’s necessary to dig into how each piece of the solution is formed.

Customer stories shorten the sales process.

Generally speaking, writers don’t consider themselves salespeople. They are known for their words, their ability to turn chaos into clarity and to provide a voice for those who can’t find their own. Their talent is found through paragraphs but really, much of a full-time freelancer’s life is pitching. Especially when we seek to add more content strategy clients to our roster, we have to put ourselves out there with proposals, concepts and decks.

Consider how much further — and faster! — these conversations would become if you included a customer story. Leah Neaderthal, the CEO of Smart Gets Paid, says client testimonials and stories provide tremendous credibility by demonstrating that you can do what you say you can:

When that happens, customers have fewer objections in the sales process and they say yes faster. One of my clients had customer stories on her website and nearly every potential client noted that it was her great customer stories that caused them to reach out.

Customer services stimulate new areas of business development.

For the last few years, you have focused your content business on search engine optimization consulting. It’s been lucrative and successful, but now you want to venture into writing podcasts and scripts for videos. Or say your long-time client is pivoting and adding another offering in their service packages.

To branch out into other venues and extend your reach, Davidson says customer stories can go a long way. Consider offering a discounted rate to a potential or existing client who is in need of your help. This gives you an opportunity to test out your skills, and hopefully, receive a rave review that can expand your net income and improve your brand’s reputation.

Customer stories make for killer social content.

If your client is looking for creative, engaging ways to improve their social reach, posting the same ‘ole memes on repeat isn’t effective. And sadly, neither is simply sharing posts from their blog. For an effective social strategy that captures a wide audience, Neaderthal suggests customer stories.

Whether through video, audio, photos or text, people relate to seeing other people on social channels. This is true for any of your clients, but also for your own brand. If you post a short clip from a client who hired you to develop their strategy, sharing that for your business’s Instagram will be more likely to gain traction than other methods:

Customer stories are insanely valuable, infinitely reusable social content. Even on social platforms where people are naturally skeptical, the second-party validation of case studies builds trust with users. In my own business, my best-performing social posts are customer stories.

Customer stories show a company’s values and fosters trust.

Or in other words: they allow a business to come from the heart. As cheesy as it sounds, chief brand officer at Sunrise BanksBecca Hoeft, says customer stories are beneficial to any company because they illustrate a willingness to stray away from product-pitching in order to take a pause, and tell a story:

Clients will find these more engaging than a salesy blog and they’ll also realize that you care about the organizations you work with. Foster client interest with compelling stories — not a sales pitch.

And as a bonus, any customer you highlight will be excited to be featured, and likely, share the content with their audience. This extends your reach and will result in leads:

If you’ve written a nice enough piece, your clients will also realize that they can use this content on social media to boost their online presence. In this case, they’ll definitely be willing to do additional interviews.

Articles, Featured

5 Industries Where Customer Service Is Everything

July 14, 2022

When it comes to customer service, most of us have been on both sides of the coin. Whether it’s been restaurants, retail, or even a new business, everyone at some point has had an interaction with customer service. However, with something so commonplace, what separates the goods from the great?

Providing excellent customer service is no easy task. It requires a sense of humility, dignity, and patience, as well as a knack for being a people person in general. And while it’s not always the easiest occupation to hold, it can also be one of the most rewarding in terms as it’s the first point of entry in building a relationship with a customer that could be with you for life. Below we’ve listed a few examples of industries where great customer service can make or break your business.


Everyone wants their special day to be, well, special. And as expensive as weddings are, having an incredible experience throughout is absolutely imperative to ensuring future recommendations. Plus, this is the type of industry where people want everything to be curtailed to their likings, making the customer service process the primary point of contact.

Food and Beverage

If you’ve ever worked in the service industry, then you know what it’s like to have a table of ten all ask for separate checks…while a few of them simultaneously complain about the food. There’s that, plus a whole laundry list of other things you’re dealing with in real time, enough that would make anyone want to pull their hair out and scream. In yet, we do it with a smile on our face. Why? Because customer service is the staple of food and beverage.

At the end of the day, most people go out to eat because they don’t want to (or can’t) cook for themselves. Not only do they want someone else to make their food for them but they also want someone to serve it too. When you break it down, it’s silly for most people to complain about their service as they have the basic comprehension and ability level to make food, they’d just rather have someone else do it. But then again, that’s the magic of the industry (and where the competition lies), is who can get people to come back the most by providing the best service.


We’ve all had an awful experience or two in a retail store. Maybe there wasn’t anyone around to help, or things were disorganized, or even the person we were talking couldn’t care less about what we’re after. Granted, the world of retail can be laborious at times, but having great service in it is key to driving sales.

To give people a good experience at a store, your staff can’t be too ‘salesy.’ Additionally, no matter the product, they have to be great educators to the customer, making them feel as though they’re gaining a sense of inside information. Finally, you should always invoke a feeling that your product isn’t just what the customer wanted, but wanted and didn’t know they could have.

Financial Services

We all have a sensitive relationship with our money. After all, it’s what allows us to do pretty much any and everything we need or want to do. And when it comes to the people that handle our money, we have a very high bar as to what our expectations are.

When it comes to customer service in the financial service industry, promptness is essential, as well as having a transparent dialogue. On any given day you could deal with problems from someone having their debit card stolen to money being accidentally deducted from their account. These are really big deals to customers, and being right there walking them through every step is critical to success.

New Technologies/Startups:

I can’t stress enough how important it is to have great customer service for your startup. As a new business, you’re under a heavy amount of scrutiny, as people are not only figuring out what you do but what you’re about as well. Any disparaging comments or negative reviews could tank your firm before it even gets off the ground. However, there’s also a positive here in that establishing quality customer service off the bat will not only save you a ton on keeping these processes consistent as you grow but additionally gives you the chance to hone in on your messaging.

Articles, How to

How to create a partner subscription Account

July 6, 2022

The Strategic Solution Partnership is a program created in early 2021 that enables Stames to Partner with business and freelance professionals to provide quality services to our global customers. There are 2 main components of the SSP which includes Sales Solutions Partners and Technical Solutions Partners.

Sales Solutions Partners are basically entrepreneurs, business consultancies, sales and marketing executives, customer experience specialists etc that can help onboard new clients and manage accounts of existing clients. Technical Solutions Partners are typically freelance web developers and companies that can provide technical solutions to our customers needs. Creating a partner subscription account typically applies to Sales Solutions Partners.

To create a partner subscription account:

  1. From the Stames website homepage, click on Get Started button on the header area or simply visit this link.
  2. On the pricing page, choose a subscription plan for the default module to start a free trial of the software that comes with creating the subscription account.
  3. Provide your email address on the Let’s Get Started page. Make sure the email account is active as you would be required to verify the account once registration is complete.
  4. Secure your account by inputting your preferred password on the next page.
  5. Fill in your first name, last name and all other required fields on the Personal Information page.
  6. On the company page, you would be required to provide information about your organization and the 8 digit partner ID you got after completing your Strategic Solutions Partnership application process. Please note that the partner ID is required to be able to create a partner subscription account. If you proceed without entering your partner ID, you would end up with a corporate subscription account.
  7. Enter the details of the default module you are creating. The name you choose for the module is typically used following as the default URL for the software module (eg.
  8. After submission, verify your email account and you ‘re all set.
Articles, Featured

Importance of Customer Reviews on Businesses

June 26, 2022

When customers speak, brands listen. That’s the baseline for doing business in a customer-centric economy. That’s why you just can’t emphasize the importance of customer reviews!
Customer reviews have come a long way from simple word-of-mouth recommendations to published online assessments dissecting your product. Through social media and customer review sites, customers easily share their best and worst experiences about a brand.
Thus, giving them a permanent and powerful voice in the creation and marketing of products. What do all these imply for marketers, operators, and customer service managers in 2022?

The simplest takeaway is perhaps the most obvious: awesome reviews often lead to awesome sales. In fact, nine in ten B2B buyers are more likely to make a purchase after reading a trusted review. When people like your product and they share the experience, other people would be interested and would likely join the bandwagon.
Similarly, dismal reviews often lead to dismal revenue performance. A hotel service that generates far too many one-star reviews will be hard-pressed to book a long list of guests.
There are exceptions — such as critically panned films that fare pretty well in the box office, and vice versa — but these are rare. The rule of thumb is you’ll always want positive reviews and a strong reputation for your brand. It’s just common business sense. And it’s largely proven by research findings and popular customer service statistics:

  • Online customer service reviews influence nearly 9 in 10 consumers when making a buying decision.
  • When purchasing a product, 90% of customers are influenced by positive reviews.
  • Around 86% of millennials reveal that they are influenced by negative reviews when buying a product or service.

Without a customer reviews strategy, you’re losing out

Given those numbers, any business that does not have an effective customer review strategy fails to benefit from customer feedback in many ways:

  1. Forego the opportunity to learn from their audience and keep customers engaged.
  2. Miss potentially game-changing suggestions on how to improve products or services.
  3. Eventually, lose dissatisfied but redeemable customers who are just waiting to be heard and adequately served.
  4. Ignore the golden opportunity to harness the marketing power of their most vocal supporters.

In short, any business that doesn’t have an effective customer review strategy in 2020 will fail to manage their overall customer service and experience.

Top 9 Ways to Make the Most of Your Customer Reviews

1) Publish and promote your top reviews consistently

Because customer reviews influence purchase decisions, ensure that you publish those reviews on business assets such as your website, online stores, and social media pages. A Northwestern University’s Spiegel Research Center study shows that displaying (at least five) customer reviews can improve conversion by as much as 270%.

2) Double down on negative reviews to find new opportunities

Use customer reviews as a platform for improving customer experience (CX), customer service, and customer success. Skim online and offline reviews to find useful insights into improving your products and services to meet customers’ needs. An easy way to manage this process is by using customer service CRM.

3) Let customer reviews also direct your product roadmap

Glean general customer feedback for mentions of “wish lists” or “nice-to-have features” to use as inputs for continuous product development/evolution.

4) Combine surveys and analytics to dig deeper into reviews

Use analytics-enabled surveys on social media to generate new or complement existing customer reviews and speed up problem resolutions. Enhance social listening with the right customer analytics tool.

5) Use reviews in your brand marketing efforts

Use well-written, objective, and honest reviews to establish your brand’s authenticity and ability to make valuable connections with its users. Tap these user-generated content as social proof and deploy them as regular elements in your brand communication and content marketing efforts.
Doing so not only helps drive higher conversions as explained earlier but also delivers online ranking benefits since your website gets to publish fresh content on a niche topic.

6) Create useful content users would love to review

Complement your customer service efforts with a recommendations/referrals section in your customer reviews. The majority of buyers are willing to share their experience with other prospects but vendors just need to ask first.

7) Build a customer community and increase your LTV

Give customers a voice in the way you evolve the products they use and you give them an extra reason to stay. Engaged customers who have a stake in your brand tend to have longer and higher lifetime value.

8) Prioritize reviews for higher-priced products

Research shows that customer reviews have a greater impact on high-value items (+380%) compared to lower-priced products or services (+190%).

9) Clean and balance your reviews database

Give more premium on reviews done by verified buyers over anonymous accounts. Filter out known troll or fake reviews.

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Face to Face Customer Service Tips

June 26, 2022

Your customers are the lifeblood of your business. Without them, your small business enterprise would come to a screeching halt. In many cases it is the novice or low-ranking employee whom your customers meet, the people who are the face of your company. That face-to-face contact should be a positive experience if you expect your customers to continue to do business with you.


The American writer Max Eastman said, “A smile is the universal welcome.” And it is a smile that your customers deserve to be greeted with whenever they enter your place of business. Hire only enthusiastic and friendly staff to work with your customers; reassign or let go employees who are not right for your corporate culture.


When a request is made or an order is placed, your employees need to hear what the customer is asking and meet that request without fail. Sometimes that means tailoring your response to meet a specific need, satisfying a special request to gain a satisfied customer.


How does your staff handle complaints? Do they genuinely listen with an ear toward resolving the problem? Or are they dismissive and looking for ways to avoid the customer? You may not be able to satisfy every customer request, but most certainly every customer needs to be afforded the respect that they deserve. Empower your employees to solve most small problems on their own.


No matter how difficult the customer may be, your staff needs to show courtesy at all times. Train your staff on how best to handle a problem, including bringing in a senior team member or manager to help resolve the problem. Resolve the problem quickly by offering empathy to the customer while continuing to support your employees as you come up with a satisfactory solution.


Disgruntled customers as well as loyal, happy customers will remember your good customer service if you provide something over and beyond what they expect. If you operate a restaurant, offer a free dessert to satisfy your customer. If you manage an office supply store, ship the order overnight at no extra cost to the customer. Sometimes it is the small gesture that shows customers you appreciate them, charming and disarming effort on your part to show someone you care.

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What Customers Want … And Don’t Want

June 18, 2022

Customers want a good experience. A big part of that is exceptional customer service. Don’t confuse the two. The experience is everything from navigating a website, to how easy (or difficult) it is to reach a salesperson, to the way a product is packaged (think about how cool iPhone or iPad packaging is), to the availability of parking spaces, to how friendly the employees are, and beyond. It includes everything. And while many people think of customer service as a department that reacts when the experience goes wrong, my definition is much broader.

Customer service is philosophical. It’s part of the culture. Everyone, from the CEO to the most recently hired employee, is part of customer service and, for that matter, the customer experience. Every single employee has impact on either the outside customer, an internal customer, the experience the customer receives—or all three. I thought it would be interesting to get a deeper understanding about what customers want—and don’t want.

In the 2020 Achieving Customer Amazement research report, more than 1,000 people surveyed and asked about what influences exceptional customer service. First and foremost, people want to be treated like a valued customer. That was the top response with more than 65% of respondents in agreement. That means treating people with respect and dignity. A customer is not just an account or transaction number. Customers are people.

When it came to contacting what people often refer to as the customer service department, respondents appreciated when agents demonstrated knowledge and expertise. We’ve learned that there are two levels of knowledge. The first is that customers want agents to know about the products and services the company offers. They want answers to their questions and a quick fix to any problems or issues they have. In addition, customers want agents to know who they are. With all the technology available today, there is no reason that every agent—or any other customer-facing employee—can’t have access to basic information about the customer that would enhance the experience. Just knowing a little history about customers’ past purchases, buying patterns, issues, etc., can go a long way in giving agents information they can use to give customers a better experience.

The survey also asked what influences poor customer service. It’s highly unlikely you’ll disagree with any of these. From high to low, the responses were as follows:

·        Rudeness and apathy

·        Not being treated like a valued customer

·        Lack of knowledge and/or expertise

·        Slow response times

·        Having to repeat information

·        Being put on hold

·        Slow transaction speeds

·        Not being able to use their preferred communication channel

Finally, on this survey, the 1,000-plus respondents we asked to share three words they felt best described a good customer service experience. The winners were fasthelpful and friendly.

Fast is about convenience, which is something customers love and even crave whether they know it or not. Convenience will set you apart from your competition.

Helpful is about getting answers to questions and problems resolved. In the sales process, it’s about being helped and not sold. There’s a big difference. A customer saying, “They are always so helpful,” is far better than, “They never stop selling.”  

Friendly is soft but important. We don’t have to be best friends with our customers, but we do have to create a friendly and inviting experience. A big word that comes to mind—especially as we navigate through the COVID-19 pandemic—is empathy. That’s a powerful part of a friendly experience.

So, now you are armed with common sense information on the basics of delivering an amazing customer service experience. Share it with the people you work with. Take time to thank your employees who make sure your customers are taken care of. This is a year-long and lifetime focus. Without customers, we don’t have a business. Without employees, we can’t serve our customers.

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Why Customer Service is Important: 15 Data-Backed Facts to Know

June 18, 2022

When your business is on a low budget, there are probably several functions that are high-priority when allocating funds. Of course, your product team could use some financial assistance, and marketing — especially advertising — could always use a little padding. However, it might seem like a waste to invest money in your customer service team. After all, how can it really improve?

Contrary to popular belief, your customer service team should be just as important — if not more important than — as your other teams. After all, it’s the direct connection between your customers and your business. Still not convinced? Read the following list to understand how essential customer service is to improving your business and relationships with customers.

Investing in customer service helps activate your flywheel because loyal customers will help you acquire new customers, free of charge, by convincing prospects to interact with your brand. And, their positive testimonials will be more effective than any of your current marketing efforts — and cheaper, too.

Aside from that, let’s look at some data-backed reasons why you should invest in your customer service team.

1. Customer retention is cheaper than customer acquisition.

An increase in customer retention of merely 5% can equate to an increase in profit of 25%. This is because repeat customers are more likely to spend more with your brand — 300% more, to be exact — which then results in your business having to spend less on operating costs.

According to research, the Customer Acquisition Cost (CAC) — how much it costs to acquire a new customer — is more for a company that doesn’t invest a small percentage of its budget in customer service. Ultimately, investing in customer service can decrease your churn rate, which decreases the amount you must spend on acquiring new customers and decreases the overall CAC.

2. Customer service represents your brand image, mission, and values.

You may have an idea of what your brand represents. However, your customers can’t get into your head and they’ll make assumptions based on your social media presence, advertisements, content, and other external marketing.

Your customer service team, however, is where you have more control over this perception. These individuals speak directly to your customers and they have the responsibility of representing your brand when interacting with current or potential buyers. In fact, 96% of customers say customer service is important in their choice of loyalty to a brand.

Without your customer service team, you have no means of direct communication. Due to this, your customer service team is essential in relaying to customers what you want your brand image to be. They can help influence customers and convince them of your strengths over competitors.

3. Happy customer service employees will create happy customers.

No employee is going to enjoy coming into work if they feel under-appreciated compared to employees on other teams. The same goes for your customer service team. After all, 69% of employees say they work harder when they’re appreciated.

It’s important to note that 55% of employees who strongly disagree about being happy with their jobs will still work especially hard for customers.

However, their reasoning behind serving customers is less about wanting to provide quality service. Instead, it’s about maintaining their professionalism and integrity, not wanting to get fired before quitting, being empathetic to customers, but getting recognition from them in the end.

Therefore, if you want your customers to do their best work, they should feel respected and appreciated. Only then will they find intrinsic motivation for doing a good job and serving their customers the right way, which will lead to your customers also feeling more respected and appreciated.

4. Happy customers will refer others.

And, when your customers are happier, they’re more likely to spread the goodness to friends, family, and coworkers. In fact, 72% of customers will share a positive experience with six or more people. Think about it: if you have a stunning experience with a brand, you’re probably going to rave about it to your friends over dinner later that night. It’s natural; you want your close ones to commit to a brand that you trust.

5. Good customer service encourages customers to remain loyal.

As said before, it’s a lot cheaper to retain an old customer than to acquire a new one. In this sense, the higher a customer’s lifetime value — the total revenue a company can expect a single customer to generate over the course of their relationship with that company — the higher the profit for your company.

In comparison to, possibly, hundreds of competitors with similar products and services, your company has to do more than relish in the exciting features of your products. By providing stellar customer service, you can differentiate your company to your customers. Loyalty is rooted in trust, and customers can trust real-life humans more than the ideas and values of a brand. So, by interacting with your customer service team, those customers can build, hopefully, life-long relationships with your business.

6. Customers are willing to pay more to companies that offer better customer service.

67% of customers would pay more to get a better customer service experience. Clearly, customer service matters so much to customers that they would literally pay more to interact with a brand that does it well.

These are statistics that can’t be ignored. In an era where companies are learning to prioritize customer service, any company that doesn’t do so will crash and burn.

Customers are influenced by even a single experience; one positive experience could be the deciding factor for them to stick to a brand, whereas one negative one could send them running to a competitor.

7. Customer service employees can offer important insights about customer experiences.

It doesn’t matter how you perceive your brand. What matters is how your customer perceives it.

For instance, if you work for an athletic wear company, you might associate your brand with fitness, health and wellness, and people who play sports. However, your customers may purchase from you because they associate your brand with leisure, comfort, and attractiveness. So, you should align your marketing with those values as well.

Your customer service team can answer a lot of these probing questions for you. Rather than having to spend time and money on constantly surveying customers, you can have your customer service employees simply ask these questions while interacting with customers. Their response can give you a lot of insights into improving your products, marketing, goals, and employee training.

And, the more you improve the customer experience, the harder your employees will work. Research shows that companies that invest in customer experience also see employee engagement rates increase by an average of 20%.

8. Customer service grows customer lifetime value.

If you’re running a business, Customer Lifetime Value (CLV) is a pretty important metric. It represents the total revenue you can expect from a single customer account. Growing this value means that your customers are shopping more frequently and/or spending more money at your business.

Investing in your customer service offer is an excellent way to improve customer lifetime value. If customers have a great experience with your service and support teams, they’ll be more likely to shop again at your stores. Or, at the very least, they’ll share their positive experience with others, which builds rapport with your customer base.

This makes new customers more trustworthy of your business and allows you to upsells & cross-sells additional products with less friction. New users will trust that your sales team is recommending products that truly fit their needs which will create a smoother buying experience for both the customer and your employees.

9. Proactive customer service creates marketing opportunities.

If you’re looking for a cost-effective way to invest in your business, you should consider adopting a proactive customer service. Rather than waiting for customers to report issues, this approach reaches out to them before they even know they exist. That way, customers know you’re constantly working to remove roadblocks from their user experience.

But, proactive customer service isn’t just used for customer delight. It’s also an effective marketing tool for introducing and promoting new products and services.

For example, if you create a new feature that solves a common problem with your product, your customer service team can refer it to your customers. They can use your CRM or ticketing system to look up customers who have had this problem in the past, reach out to them via the service ticket, and introduce the new feature as well as its benefits. And, this can sometimes be more effective than a sales pitch because customers feel like the service rep truly understands their issue after troubleshooting their problem.

10. Customers expect high-quality service.

People don’t just expect your business to have a customer service team; they expect your customer service team to be world-class and ready to help at a moment’s notice.

In fact, according to new data gathered after the COVID-19 pandemic, more than half of those surveyed (58%) said their customer service expectations are higher today than they were a year ago.

But, customers don’t just want high-quality customer service, they’re demanding it. 66% of customers said they would switch brands if they felt they were being “treated like a number, not an individual.” Customers have more options now than ever before, and now that they’ve realized it, they’re not afraid to take their business elsewhere if they’re unsatisfied with their experience. It’s now on brands to meet customer expectations if they want to attract and retain loyal customers.

11. Excellent customer service is a competitive advantage.

No matter what industry you’re in, you want your business to stand out. After all, nobody strives to be the “second-best” at something. You want to be better than every other company you’re competing with and you want your customers to know it, too. That’s the key to keeping customers loyal and getting them to continuously interact with your brand.

Customer service can be an excellent differentiator for your company. In fact, 60% of customers stop doing business with a brand after one poor service experience. And, 67% of this churn is preventable if the customer’s problem is resolved during their first interaction. That means if you provide excellent customer service, you’ll not only retain your customers, but you’ll acquire your competitors’ as well.

It’s undeniable that a well-trained, positive customer service team can make your company the best version of itself. Their ability to communicate directly with customers can revolutionize your company and grow your customer base.

12. Positive customer service makes people more likely to do business with you.

Consumers consider customer service when they’re making purchasing decisions. In fact, 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. This means that the reputation for your customer service will impact a large majority of potential customers.

Additionally, customer service doesn’t begin and end with your frontline reps. The customer service potential customers experience during the sales process will also impact their purchasing decisions. Providing positive customer service should be the goal for any customer-facing role.

13. Excellent customer service will protect customers who experience a mistake down the road.

Like we’ve mentioned, when customers have a poor customer experience, they’re quick to share about it and leave the company. However, if your company provides excellent customer service overall, 78% of consumers will do business with a company again after a mistake.

Additionally, only one in five consumers will forgive a bad experience at a company whose overall customer service they rate as “very poor,” while nearly 80% will forgive a bad experience if they rate the service team as “very good.”

14. Customer service can lead to more revenue.

At the end of the day, you probably make your budgeting decisions based on what brings in the most revenue. It might surprise you to learn that customer service can bring in revenue and impact the bottom line. Businesses can grow revenues between 4% and 8% above their market when they prioritize better customer service experiences.

Additionally, 89% of companies with “significantly above average” customer experiences perform better financially than their competitors. A positive customer experience has a direct impact on your revenue and growth.

15. Personalized customer service can improve your online conversion rate.

Similar to the point above, better customer service can also improve your conversion rate, not just your revenue.

In fact, your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. A higher conversion rate should lead to more sales and then more revenue. At the end of the day, customer service keeps your flywheel moving, just like marketing and sales.

Without customer service, retaining customers and success would be impossible. In fact, the flywheel would probably stop spinning altogether. With excellent customer service, you’ll attract new customers, prevent customer churn, and build your brand reputation and image. Plus, the data continues to support the fact that great customer service is an expectation, not a “nice-to-have.”

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Why every start up should be using Ticket based support system

October 7, 2020

Whenever I think or imagine startup all I think of is energy, enthusiasm.

Now that a startup has energy, enthusiasm, a good product or service what does it need to grow or offer better service? Better service means more business.

Ticket based support system have been in the market for donkey years, Most of us are already aware of it & how it works but something still stops us from using one, many a times we give reasons like we are too small to be using a ticket based support system, we don’t get too many emails, we manage well over email.

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What’s the Value of Good Customer Experience?

October 7, 2020

Have you ever put a dollar amount to a good customer experience? It turns out good customer service is worth a lot.

Studies show that organizations that focus on customer experience receive a 4-6% revenue increase as compared to competitors. Additionally, if your employees are engaged and offer excellent customer interactions, studies show that these organizations outperform their competitors by 147% annually.

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