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Customer Service Software Featured Articles

For Better Customer Service, Businesses Can Hit the Books
This time of smartphones, tablets, instant accessibility, video chat, texting, email, and other mobile devices and methods of communications has left consumers with a wealth of choices about how they can interact with their chosen brands and on which devices they choose to reach them. It has also given them more impetus for switching brands when they do not get what they want, and more often than not, consumers want multichannel experiences.
9/30/2014

Poor Service Over the Phone Means Lost Customers
While this might be stating the obvious, a bad phone experience can turn away customers. This was the basis for a recent survey from Smith & Milton, but this study specifically looks at financial service providers, and what it found was that 36 percent of people would ditch their current provider if they had a negative phone experience.
9/26/2014

How to Diffuse the Angry Customer
Call center agents don't tend to like to answer the call with the angry customer on the other end of the line. Some may view it as a challenge to overcome, while others may see it as something to endure until the customer hangs up or they can transfer him to another individual. Customer service software can go far in helping improve call navigation, but sometimes customers feel wronged and they simply want someone to listen.
9/23/2014

Your Customers Are Waiting: OpinionLab's September 2014 COI Arrives
Figuring out just what customers want these days can be a difficult prospect at best. But knowing what customers want is extremely valuable information. Difficult but valuable means that there are plenty of studies out there to get a better handle on just what the customer wants, and to that end, OpinionLab has stepped in to help. It's released the September 2014 Customer Opinion Index (COI), and with it, plenty of information about just what the customer wants.
9/19/2014

UK Medical Company Ferno Invests in Customer Service Center
U.K.-based medical equipment company Ferno recently opened a new customer service center that will be located at its headquarters in Cleckheaton, U.K. The center reportedly will exist to show off Ferno's medical products through interactive product demonstrations and will provide additional education opportunities through the form of seminars and group trainings.
9/19/2014

Great Service Starts with Understanding Your B2B Customer
Every company knows that customer service is critical to maintaining a successful business. Strong customer service can improve the flow of new and returning customers, as well as provide a sort of barometer for the health of the company, while a poorly managed help desk center can send customers packing and revenue dropping.
9/11/2014

Featured Partner

Learn More About Jira
Customers using TeamSupport’s help desk software and Jira’s software development and bug-tracking software can now connect these functions to improve communication and collaboration among teams. Customer service departments are able to deliver faster resolution times. Learn more here.

Featured Video

Featured Case Studies

Suntell Case Study

Suntell Case Study
To Suntell, the creator of a loan management software used by community banks and credit unions, customer service is everything...

Assured Software Case Study

Assured Software Case Study
The team at Assured Software knows a good idea when they see it. That’s why theirs was the first software developed specifically for fire and flood restoration contractors...

ACT Lighting Case Study

ACT Lighting Case Study
For A.C.T Lighting, an importer and provider of high-quality entertainment lighting products, the show must always go on...

Featured Whitepaper

Leverage Your Team's Collective Knowledge For Better Customer Support

Leverage Your Team's Collective Knowledge For Better Customer Support
Industry experts have aptly described this era as the age of the customer. Customers run the show today because in our lightning fast, digitally connected world they have so many choices. If your support team doesn’t deliver a great customer experience, another supplier is just a few clicks away.