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We write about customer support, marketing and entrepreneurship. Oh, and about Chatra, of course.

March updates: exit intent & better triggers

All of us are going through the uneasy times: change of plans, restrictions, and uncertainty. Many people have been forced to work from home. While we believe remote work has a lot of benefits (Chatra is a 100% remote company), it can still be challenging if the change is forced on you like that. Sometimes ago we’ve published a book on remote work that can be a nice read (and a nice distraction as well).

On our end, we continue to work on improving the product. Since launching the email integration (you should absolutely check it out), we’ve been working hard on adding more features to Chatra. This time, we’ve made our automatic triggers more powerful.

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December update: meet Chatra 2.0

We are gradually moving from being a live chat solution to becoming a multichannel helpdesk tool, allowing you to handle conversations with customers in one place, no matter how they reached you. For quite some time we support Facebook messages and today we are happy to announce a new feature: email inbox.

7 minute read,

SaaS Owners: Here are 15 Marketing Terms You Need to Know

While reading a super fantastic guide of your favorite digital marketing expert, have you ever struggled to understand the complex terminology they use?

Well, I sure have.

There is no shame in admitting that you aren’t aware of every popular marketing term digital geeks are using today. Of course, with constantly improving and fast-moving technology, one can never know it all!

Are you wondering if these digital marketing terms are important to SaaS owners at all?

One way or another, you will come across situations where you might need to understand the context and meaning of these fancy-schmancy marketing terms, in order to keep up with the rest of the industry. 

So without any further ado, let’s get you right to some of the many popular marketing terminologies that might help you understand the digital marketing spectrum better.

7 minute read,

How to turn your knowledge base into a customer education academy

This is a guest post from Anthea Papadopoulou. 

In today’s uber competitive markets, each company is fighting for their customer’s attention, time and budget.

So, what if I told you that you can nail all three of those with a single solution?

Launching an academy is the single most powerful action you can take for building awareness, improving lead capture and growing customer education, while also offering an additional revenue stream.

Why is that? 

An academy offers credibility and positions your company as an industry leader, it is the perfect customer education vehicle after your customer service team and you can also sell your expertise for an extra revenue stream.

And, it all starts with a single course.

7 minute read,

How to build loyalty through customer intimacy

The concept of putting your customers first is nothing new.

However, doing so in 2019 and beyond is about much more than just providing stellar customer service.

Food for thought: trust is the number one factor for consumers today when it comes to building long-term business relationships.

And creating that sense of trust doesn’t happen by accident.

Instead, it happens through consistent conversations with your customers. The more you understand your customers and walk in their shoes, the easier it is to serve their needs.

Enter the era of customer intimacy.

In this guide, we’ll break down everything you need to know about customer intimacy to transform buyers into loyal, long-term advocates.

7 minute read,

How Companies Can Use Email & SMS Communication Channels to Provide Proactive Customer Service

In this new era of Customer Service, companies are becoming so knowledgeable about their customer that they are becoming mind readers.  Okay – not exactly mind readers – but close! It’s becoming more and more imperative to get ahead of issues and anticipate what your customer wants and needs before they do. In the 2015 Forrester Trends: The Future of Customer Service, it was predicted that organizations would explore proactive engagement to improve operational performance as well as predict future customer behavior.  In the same report, Kate Leggett wrote that connected devices were expected to proliferate at a rate of 50 billion by 2020 and that companies would deliver preemptive service which, in turn, would save companies money, better personalize customer engagement, and anticipate future customer needs. Well, 2020 is just a few short months away, and that prediction is coming true. 

Proactive customer support is a no-brainer. Instead of sitting around waiting for problems to arise, agents are meeting issues and customers head on, and perceiving issues even before they become a problem. What’s more, companies are using multiple channels, in a seamless customer experience, to go the extra mile and show that they care. This is where customer loyalty is born. 

In this post, we will explore two of these channels: Email and SMS communication. We will take a look at each of their individual characteristics and properties as well as show how the two compliment each other when used in partnership. We will also see the different ways that they can be used to improve your overall customer service so that you are operating not just reactively, but proactively as well.

7 minute read,

How to save time by using scheduling links

How many times have you had what feels like an endless email back-and-forth just to come to the conclusion that a call would have been better? Then, the endless dance of figuring out when works for a call begins. Sometimes it feels like it takes the same amount of time to get something scheduled as it did to decide you needed a call in the first place.

With scheduling links added to your arsenal, you’ll never have to deal with this scenario again. Using a tool to make scheduling easy for you also has the added benefit of making it easy to do so for your clients, colleagues, or anyone else who needs to get a little of your time. Studies have shown that using online scheduling tools boosted key company metrics for health care provides such as no-show rate, decreased staff labor times, decreased waiting time, and improved satisfaction from customers. Whether you work in health care or not, scheduling tools can improve your customer’s experience. 

There are a few different use cases that online scheduling is most viable for. In this article, we’ll break down a few specific ones, and how they can best be utilized for your company and team.

7 minute read,

How Support-as-a-Service Vendors are Changing the Perception of Outsourcing

This is a guest post from Richard Moy.

Over the last three decades, traditional outsourcing has earned a reputation for being a low-quality, cost-cutting measure. In that time, business leaders have discovered that any potential savings from outsourcing can evaporate instantly thanks to a poor customer experience. One defamation case in 2012 argued that the company lost out on revenue worth upwards of $750,000 thanks to just a few negative reviews online. While this is an extreme (and admittedly, rare) example, a study by KPMG found that there’s a clear correlation between a negative customer experience and lost revenue. 

In response, we’ve seen many organizations dismiss traditional outsourcing as a viable option to scale their support operations. But in recent years, a handful of new vendors have entered the marketplace, all of which offer a more compelling suite of products known as Support-as-a-Service. Much like Software-as-a-Service, Support-as-a-Service offers on-demand customer support teams that can be scaled up or down as needed. 

Although this might sound very similar to traditional outsourcing, some key differences make Support-as-a-Service a much more appealing option. Here are a few ways that Support-as-a-Service vendors are working to change the perception of outsourcing.

7 minute read,

Top 10 Innovative Ways to Increase Word-Of-Mouth For Your Business

This is a guest post from Jessica Huhn.

Why should your brand strive to generate word-of-mouth? The answer is simple—people trust what their friends, family and peers have to say about your brand more than they trust ads and other messages that come straight from your company. So, they’re much more inclined to listen to word-of-mouth. Word-of-mouth recommendations easily convince these friends to become your new customers, because their peers trust their word

Word-of-mouth happens organically, whenever your customers positively share your brand with friends and colleagues (online or offline). But the organic nature of word-of-mouth can make it hard to predict or control. Fortunately, there are plenty of methods your brand can use to motivate customers to talk about you. We’ve rounded up the top 10 innovative ways to increase word-of-mouth. 

7 minute read,

Cultivating Customer Loyalty for Your Business

This is a guest post from Mindaugas Skurvydas.

Having a loyal customer following is the lifeblood of any business – regardless of its size. Returning customers on average spend 33% more on purchases than new customers. And lets not forget the fact that it may cost up to 5 times more to acquire a new customer than to retain existing ones. These numbers show just how vital it is to cultivate a loyal following for your bottom line. 

7 minute read,