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5 SaaS Tools to Improve Customer Success in Retail

Business realities, client needs and digital advancements have made customer success an important aspect of any retail business. That is why, as of 2020, 90% of organizations have a dedicated customer service role

Little wonder, customer success managers are constantly thinking of new ways to attract and keep consumers as well as develop new tactics for maximizing growth and value. This is where SaaS tools come in. These tools help retailers manage every aspect of the customer journey – from awareness to advocacy. 

What are SaaS customer success tools? How do SaaS tools improve customer success in retail business? What are the qualities every SaaS customer success tool must have? What SaaS tools can improve customer success in retail? All these questions and more will be answered in this article. In the end, you will be properly informed on the best customer success SaaS tools for your retail business.

What Are SAAS Customer Success Tools?

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Employing SaaS customer success tools is part of the digital transformation objectives of many retail businesses in a bid to cut costs. These tools  essentially provide a complete 360-degree perspective of your customers. They make it possible for your customer service team to determine whether clients need more help buying and using your product or service. They also help locate where there might be potential sources of friction during the customer journey.

How Do SAAS Tools Improve Customer Success in Retail Business?

They improve customer satisfaction

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SaaS customer service tools help you to develop a program for client feedback so that you can collect crucial information and identify dissatisfied customers. When this information is compiled, you can see trends and find answers.

For instance, SaaS customer service tools can assist you in determining whether your nurturing programs are successful in improving your client’s satisfaction or not. These tools make it easier and more organized to manage the data you have and monitor customer satisfaction

They help reduce churn

Retail businesses must deal with two different types of churn: voluntary churn and involuntary churn. Voluntary churn involves the following, among others:

  • Onboarding issues
  • Poor client fit
  • Substandard product quality
  • Inadequate or nonexistent customer assistance

Involuntary churn, on the other hand, is usually caused by the following, among others:

  • Expiring cards
  • Hard declines following fraud attempts (if the card data have previously been stolen)
  • Soft declines following credit limit peaks
  • Outdated billing information
  • Charges not marked as recurring

A customer success tool assists you in lowering the quantity of churning consumers, regardless of the reason behind it. In fact, since involuntary churn is entirely preventable, you can reduce it by a higher percentage without putting in any work. Just having the right customer success tools will do the trick.

They promote efficiency by automating tasks and processes

Automation encourages proactive, tailored interaction, which results in a more consistent experience, boosts renewal rates and lowers expenses. This is one of the keys to successful digital transformation. The tasks customer success tools let you automate include the following:

  • Allocating accounts to customer success team members
  • Creating assignments for customer success managers to contact prospects and clients in a proactive manner
  • Sending emails to clients who have low engagement
  • identifying very promising clients who would make excellent referrals, case studies, or testimonial subjects

They help keep every team member abreast of customer issues 

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The customer success team and processes can be disorganized without a centralized system in place to monitor consumer communications, health, or behavior. Your customer success team won’t know what strategies to use to keep customers or measure the effectiveness of current strategies. 

A good customer success tool makes a whole lot of difference. It keeps all members of your team on the same page. Every customer success metric is monitored regularly. This helps with strategizing and improves efficiency.

05 SAAS Tools To Improve Customer Success in Retail

Carto

Carto is one tool that gives you great CPG data analysis needed for customer success. It transforms spatial data into better behavioral marketing, more effective delivery routes, among others. With Carto, your customer success team can understand where and why things happen, improve business procedures, and forecast future results.

Key features and benefits

  1. Cloud connectivity and integration: With Carto, you can sync with the most popular cloud data platforms and analytics programs like Amazon Redshift, Databricks, Google BigQuery and Snowflake. It removes all scalability restrictions and ETL complexity.
  2. Data enrichment: This tool lets you access over 11,000 geospatial datasets. Retail companies can easily access thousands of public and premium datasets that are always on through Carto’s Data Observatory. As a result, there is an improvement in their geographical analysis with information on POIs, people mobility, credit card transactions, and more.
  3. Spatial analysis: Your data analysis is sped up using Carto’s services, which include geocoding, routing, isolines, and base maps. Run advanced analytics natively on the top cloud platforms or conduct analysis from your Jupyter notebooks.
  4. Solutions and visualization: With Carto, you can quickly create location intelligence apps or use one of their templates. This gives your team a solution they’ll use on a daily basis, whether it’s for supply chain optimization, market analysis, site selection, or out-of-home advertising.

Freshdesk

Freshdesk is a help-desk ticketing solution for offering omnichannel customer support and consistently recognizing consumer needs. The platform offers a variety of customer assistance options, including field service, Freshchat, contact centers and a support desk.

Key features and benefits

  1. Omnichannel accessibility: This customer service tool organizes all communications on a single platform and provides consistent customer assistance across a variety of channels.
  2. Automated help desk: Freshdesk has built-in capabilities for automating help desk agents’ repetitive activities so they can focus more on providing excellent customer service.
  3. Contextualized service: By utilizing customer history to have contextual interactions that can engage customers, Freshdesk ensures a tailored user experience.
  4. Analytics-measure and enhanced efficiency: Retailers can utilize Freshdesk analytics to pinpoint issues and enhance the effectiveness of their help desk.
  5. Resourceful service: Freshdesk provides live chats that start when a customer abandons their shopping basket. Rapid responses from Freshdesk to consumer requests can lessen cart abandonment.

Clearbit

A bird’s eye view of your complete customer base, market, and prospects is possible, thanks to the data activation platform, Clearbit. The platform’s comprehensive view enables retail companies to pinpoint target markets and monitor client interaction. Businesses can concentrate their efforts and workflows on valuable prospects in order to convert them into clients.

 

Key features and benefits

  1. Data-driven lead generation: To generate customer profiles, Clearbit uses customer information from the company’s current integrations. Consequently, by using these profiles, retailers are able to compile a list of worthwhile prospects with the highest level of intent.
  2. Improved income analytics: Businesses can concentrate on what generates revenue for their company by using enhanced revenue analytics from Clearbit. 
  3. Hyper-personalization: With Clearbit’s hyper-personalized approach, businesses can generate demand by connecting with customers through customized ads and campaigns.
  4. Integrations: To assist organizations in pushing and syncing data across all systems they are connected with, Clearbit provides integrations to popular CRM platforms like Segment, Hubspot, among others.

Salesforce

Salesforce is the world’s top customer relationship management tool. It is a platform for collaboration that brings all business teams together to concentrate on attracting new clients and retaining current ones.

Key features and benefits

  1. Contact management: Salesforce uses data derived from communications, interactions of accounts, pivotal contacts, usage of the product, among others, to improve the customer experience. Businesses can access social media analytics directly from the Salesforce platform.
  2. Tasks automation: Salesforce provides a Visual Workflow that makes it simple for retailers to create and automate their processes.
  3. Custom 360: Salesforce gives every team in a company a complete picture of the client, ensuring that every team has access to the same information.
  4. Compact CRM: Salesforce allows users to log calls, view dashboards, and reply to leads from any part of the globe using their mobile devices.
  5. Dashboards: With Salesforce, you have access to real-time, and accessible dashboards that show a business’s progress at any time.

Delighted

Delighted is a real-time survey feedback platform. It is used to gather and arrange useful user feedback. Delighted’s surveys are used to gather feedback from your company’s clients, staff members, or goods.

Key features and benefits

  1. Automated surveys: Retail businesses can plan the delivery of surveys using Delighted’s autopilot features. Additionally, the platform distributes follow-up surveys in a manner that doesn’t offend the users.
  2. Omnichannel feedback: Delighted enables users to provide feedback on the application or device of their choice.
  3. Customization: Companies can add their logo, colors, and other branding elements to their surveys to give them the look and feel of their companies. From their domains, they can also send emails with surveys.
  4. Analysis: Delighted provides retailers with real-time dashboards, survey stats, and automated feedback reports so they can examine customer input and implement the necessary changes.

Wrapping Up

The significance of customer success cannot be underestimated in the retail business as the customer is critical to any enterprise. This importance has made it necessary to seek tools that boost customer success in retail. 

SaaS tools that would improve customer service should grow customer satisfaction, reduce churn, increase efficiency and keep every team member on the same page. Go through the tools recommended in this article and choose the one(s) that suit your business needs.

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NSW International Alumni Stories: Our CEO’s Story

Study NSW is a dedicated unit within the NSW Government responsible for supporting the NSW international education sector. Recently, our CEO, Ms. Thanh Van Dang, has given an interview for NSW international alumni stories; she shared inspiring stories about her time studying in Australia as well as her view under an Alumni’s perspective and provided dedicated advices to suppor NSW students with  career paths from her experience.

Ms. Van Dang’s Reasons For Deciding On The Technology Field

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“For most people the straightforward answer would be because of passion. For me, passion is only the tip of the iceberg as I take pride in being someone who has a vision. When I was in 7th grade, I was really impressed with the power of a computer and I imagined the beautiful life that a computer could one day bring to the world. That is why I chose to study computer science and looking forward to exploring the infinite possibilities that programming can give.

For me, knowing is winning half the battle. Apart from having a scholarship, that was a tremendous financial help, I came to NSW because I realized this was a chance of a lifetime for me to truly understand and find out who I really am and what I am capable of.

My entrepreneurship journey started with a dream of bringing technology into life and leveraging the engineering workforce in Vietnam. After three years of founding and running Savvycom, with life experience and understanding the values that entrepreneurs can bring to society, I found that being an entrepreneur is not only my job but my career. Other than that, I have always wanted to be more than just a leader, someone who can motivate others and enable them to reach their maximum potential.”

Her Advice For Current Students:

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“I understand that many of us are afraid of making mistakes or taking risks. However, it is sometimes better to make some mistakes early because you will have the courage to face them when you recognise them at an earlier stage of your life. My advice is if things do not work out, then change your path.Try and find a good company with the mission and vision that align with your values and learn as much as possible. Set your goals step by step. Knowledge is essential, but life experience is significant too. It’s where you can understand yourself, find your inner peace and bring value to society.” Read her full story on Study.Sydney

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Savvycom x Vietnam Commercial University | MoU Signing Ceremony

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In the morning of April 24th 2022, Savvycom participated in the “MOU Signing Ceremony between Faculty of Human Resource Management and Savvycom” at Vietnam Commercial University (TMU). This aligns with our long-term goal to develop a high-quality human resource in Vietnam’s technology market.

The Faculty of Human Resource Management has been one of Vietnam Commercial University’s top academic faculties, as well as a graduate and postgraduate training division that meets the government standard and strives to reach the international standard.

The ceremony was attended by Vietnam Commercial University representatives, including Assoc. Prof. Dr. Nguyen Thi Bich Loan – TMU’s Vice-principal, Assoc. Prof. Dr. Nguyen Thi Bich Nhan – Dean of Human Resource Management Faculty, Human Resource Management faculty members and students. “Through our exchanges with Savvycom, we have had a clear understanding of their message and determination to contribute to the community. This is shown through Savvycom’s signing and cooperation with universities in many different fields, which is based on the aim to share practical knowledge on the digital transformation. The following signing will be the clearest demonstration of the connection between experiential training and value creation.” – Assoc. Prof. Dr. Nguyen Thi Bich Nhan, spoke at the ceremony.

“Besides, the cooperation between faculties and businesses is a crucial factor that TMU has always cherished. This connection will help enhance our education quality, cultivate practical knowledge for students to adapt to employer’s strict requirements and competitiveness in the labor market, especially in the current era of digital transformation.” – stated by Assoc. Prof. Dr. Nguyen Thi Bich Loan.

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“We are looking forward to supporting and collaborating with students to reach our common goals. Savvycom is committed to accompanying and helping young people in equipping themselves with the suitable skillset to excel in the digital world. This will be illustrated through orientation events, sessions that share practical knowledge from the perspective of businesses.” – Savvycom’s representative, Ms. Nguyen Nhu Quynh – Chief People Officer, also shared at the ceremony.

After the signing ceremony, Savvycom representatives visited the renovating library with modern and spacious facilities. With the renovation, TMU wishes to promote the reading culture, which is a culture that Savvycom also cherishes. Savvycom also met and talked with members of the Faculty of Economics – Law (one of TMU’s oldest faculties). Two sides discussed intimately about their plans and goals in the upcoming future.

These will be solid initial stepping stones that promise a sustainable cooperation, attachment and development between Vietnam Commercial University TMU and Savvycom. Since we understand the potential and importance of human resource management, we guarantee to accompany TMU in enhancing practical education quality, and work towards our goals of building sustainable development of high-quality human resources.

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Savvycom – Your Trusted Tech Partner

From Tech Consulting, End-to-End Product Development to IT Outsourcing Services! Since 2009, Savvycom has been harnessing the power of Digital Technologies that support business’ growth across the variety of industries. We can help you to build high-quality software solutions and products as well as deliver a wide range of related professional services.

Savvycom is right where you need. Contact us now for further consultation:

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Savvycom x RMIT University Vietnam | MoU Signing Ceremony

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MoU Signing Ceremony between Savvycom and RMIT University Vietnam

Savvycom, a leading Information Technology company, announced its opening ceremony for its headquarters located in Hanoi, Vietnam, on April 19. The hybrid event aims to celebrate the company’s latest milestone and other significant progress in the industry. The company also inaugurated the new office, located at Level 7, Sky Park tower B, No. 3 Ton That Thuyet, Cau Giay.

The opening ceremony also coincided with Savvycom’s signing of a memorandum of understanding with RMIT University Vietnam, including internships, guest lecturers, capstone projects, and more collaboration on joint research and Ph.D. projects.

It also opens active participation in SSET’s Industry Advisory Committee by Savvycom’s leaders while sponsoring the startup acceleration programs, developing entrepreneurship initiatives, and leveraging the employability of RMIT Students and alumni in technology, engineering, and digital transformation to abundant opportunities across the globe.

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Mark Tattersall, Deputy Head of Mission, Australian Embassy in Vietnam gave his speech regarding the MoU Signing Ceremony

“I am pleased that companies such as Savvycom – led by Ms. Van, an Australian alumnus – are increasingly looking to RMIT and Australian education institutions to help ensure they have a digitally skilled workforce required by a rapid digital transformation in Vietnam,” said Mark Tattersall, Deputy Head of Mission, Australian Embassy in Vietnam.

Two critical aspects of achieving this growth are training its current workforce through upskilling and raising the standards of education as part of its corporate social responsibility. The former is the foundation of Savvylead 2022, a future leadership training program, while the latter will be attained through strategic cooperation with various universities such as the RMIT Vietnam and Phenikaa University.

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Savvycom – Your Trusted Tech Partner

From Tech Consulting, End-to-End Product Development to IT Outsourcing Services! Since 2009, Savvycom has been harnessing the power of Digital Technologies that support business’ growth across the variety of industries. We can help you to build high-quality software solutions and products as well as deliver a wide range of related professional services.

Savvycom is right where you need. Contact us now for further consultation:

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Savvycom New Headquarters Celebration

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Savvycom’s Board of Directors, together with Mr. Mark Tattersall, Deputy Head of Mission, Australian Embassy in Vietnam, jointly inaugurated Savvycom’s New Headquarters

On April 19, Savvycom’s Headquarters Opening Ceremony took place successfully with the presence of more than 200 Special Guests and the support of more than 100.000 Livestream Viewers. The hybrid event aims to celebrate the company’s latest milestone and other significant progress in the industry. The company also inaugurated the new office, located at Level 7, Sky Park tower B, No. 3 Ton That Thuyet, Cau Giay.

We would like to express our sincerest thanks to our Special Guests coming from Government offices, the Australian Embassy in Vietnam, Business Associations, Universities especially our wonderful Clients and Partners who have been with Savvycom throughout this special journey for over the last decade. Your presence is not only strong support for Savvycom but also contributes to the cozy and bustling atmosphere of the ceremony.

We also want to express our deep gratitude to our lovely customers, partners, and spectators for your support through our Livestream. We feel incredibly proud and happy when receiving your compliments and congratulations from the bottom of our hearts.

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CEO Thanh Van Dang during her opening speech

As Ms. ThanhVan Dang – Savvycom’s CEO shared in the ceremony: “After more than a decade of operation, having the trust of customers and partners, the consensus of the staff in the company, we are ready to start a bigger game.”, hopefully, in the brilliant new chapter of Savvycom, we still have your companions in the road of realizing our vision of being in the Top 10 IT Enterprises in ASEAN, contributing to affirming Vietnam’s position on the global IT market, and creating long-term values ​​for the community.

These moves represent the company’s commitment to a development plan that is set to establish Savvycom as the leading Vietnamese IT company in the ASEAN region by 2025. With the market growing strongly and a diverse pool of talent that can deliver, Savvycom will leverage the increasing expertise of the populace to drive even more growth in the healthcare, fintech, e-commerce, artificial intelligence, and blockchain sectors.

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Savvycom Team

Savvycom will also look to increase its staff to 1,000 skilled engineers in the next five years, with a new blockchain lab paving the way for both employees and students to work on projects that utilize new and evolving technologies and stay at the cutting edge of the industry.

We will continue to build on our already strong presence and growing strength in the IT industry internally and externally, setting our sights on the ASEAN region and far beyond.

Once again, thank you all for being there, for being a part of Savvycom, and for being our friends, partners, and companions during this magical journey as we put our name on the Technological Map across the Globe!

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Savvycom – Your Trusted Tech Partner

From Tech Consulting, End-to-End Product Development to IT Outsourcing Services! Since 2009, Savvycom has been harnessing the power of Digital Technologies that support business’ growth across the variety of industries. We can help you to build high-quality software solutions and products as well as deliver a wide range of related professional services.

Savvycom is right where you need. Contact us now for further consultation:

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