Introduction Net Promoter Score (NPS) is a simple but powerful metric that measures customer loyalty—and for SaaS businesses, it’s a leading indicator for growth, retention, and recurring revenue. Here’s why NPS matters so much in the SaaS landscape. What is Net Promoter Score (NPS)? Why NPS Matters for SaaS Advanced NPS Use: Sentiment Analysis & … Read more
Introduction A well-designed knowledge base is a cornerstone of SaaS customer retention. It empowers users to find instant answers, solve problems independently, and unlock product value—directly impacting satisfaction, churn rates, and long-term loyalty. 1. Facilitates Self-Service and Instant Support 2. Reduces Customer Churn 3. Accelerates Onboarding and Product Adoption 4. Empowers Customers and Builds Trust … Read more
In 2025, customer expectations have never been higher. They demand instant answers, personalised guidance, and seamless experiences across every channel. As artificial intelligence (AI) tools mature, organisations grapple with a fundamental question: Should you lean on AI bots, human agents, or a hybrid model for your customer support? This in-depth analysis contrasts the strengths and limitations of … Read more