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Customer Support Software Featured Articles

A Collaborative Customer Experience for B2B Companies
Customer-facing business-to-business (B2B) or business-to-business-to-consumer (B2B2C) companies have a lot on their minds today, but one of the most critical goals is improvement of the customer experience. A recent survey by the Temkin Group found that while only four percent of these organizations see themselves as industry customer experience (CX) leaders today, 57 percent of them want to deliver the best customer experience in their industry over the next three years. While the goals are very ambitious, the stakes are high: customer expectations and options are ever on the rise, and a strong push in both technology and customer support labor are necessary to succeed in the modern marketplace.

Best Practices for Customer Support Reporting
We hear a lot about big data these days. But collecting data from the broad array of channels with which customers use to communicate, making sense of all that data, and leveraging that information so businesses can act on it to meet their specific goals involves a lot of organization and coordinated systems and teams. TeamSupport recently published a posting that walks readers through how companies can make their data actionable in an effort to improve their bottom lines.

If Efficiency Isn't the Name of Your Game, You Just Might Lose
Have you ever called the customer service center and the individual answering your call was extremely friendly and extremely disorganized? It's endearing at first, but the longer he or she takes to resolve your issue, the harder it is to remain patient. This affects your ability to be satisfied with the interaction, a transaction that takes too much time. Customer support software can help streamline the call, driving better efficiency for all involved.

How Customer Support Software is More Than Just a Cost
Does it really pay to have quality customer support software in place? The return on investment (ROI) question is a common one no matter what a business is considering in a purchase. Every business decision has to be justified, so it makes sense that the purchasing director would want to know. Hopefully, the business already has some idea as to how customer support affects its bottom line. If not, it's homework time.

Why Relationships are Critical in B2B
In the debate over differences between B2B and B2C purchasing habits, there's the argument that people are still selling to people. While this holds true, the reason for the purchase is where the differences become more entrenched. The B2B buyer has a business process reason for making a purchase and if something goes wrong, it can hurt the bottom line.

Put a Friendly Face on Self-Service Documentation
While self-service is a valuable and necessary alternative to live customer support, not all self-service channels are created equally. Customers actually like self-service, but only if the interactions are easy, intuitive and yields results. Too many companies use poorly designed self-service as a barrier to expensive live-agent support in the vain hopes that customers simply won't call them. Self-service shouldn't be a barrier: it should be a well-designed "front end" to the company's overall customer support strategy.

Featured Partner

Learn More About The Sales Force
Salesforce CRM enables companies to drive sales productivity, increase visibility, and expand revenues with an affordable, easy-to-deploy service that delivers success to companies of all sizes.
Click here to read more about TeamSupport SalesForce integration.

Featured Case Studies

Axceler Case Study

Case Study: Heartland Campus Solutions ECSI
Heartland ECSI, a leading provider of financial services solutions for the higher education industry, partners with 2,200+ colleges and universities to provide solutions such as student loan servicing, payment processing, refund disbursement, tuition payment plans...

Axceler Case Study

Axceler Case Study
A start-up software company now in its 14th year of business, Axceler, which serves more than 2,700 organizations worldwide, had grown beyond the capabilities of its customer support system...

Gridpoint Case Study

Gridpoint Case Study
GridPoint, Inc., based outside Washington, D.C., is an innovator and leader in energy management and sustainability solutions, including metering and control, cloudbased analytics software, and professional and managed services....

Fortune 500 Software Company Case Study

Fortune 500 Software Company Case Study
A business unit within a Fortune 500 software company sought a ticketing system to help its entire customer support team streamline, organize and respond more efficiently to its business clients...

Featured Whitepaper

Axceler Case Study

Driving Customers To Self-Service And Web Support
Many businesses are determined to cling to phone-based customer support despite the prevalence of web and email options. Unfortunately, such calls are expensive, and other channels can solve the issues discussed at little to no cost.

Axceler Case Study

Tiered Customer Support is Dead...And That's Good For Business
Think back to the last time you called a customer support department for assistance with an issue. Perhaps you needed to resolve a discrepancy with a banking statement. Or maybe a feature within the software your company purchased wasn’t working properly.

Featured eBook

Axceler Case Study

Customer Experience in B2B
Customer experience is essential to B2B customer support, and critical to customer satisfaction which leads to long term growth and customer retention.

Axceler Case Study

The Ultimate Guide to B2B Customer Support
You'll see the term “B2B" used a lot in articles, on blogs, and in marketing campaigns - but not everyone knows what it means or why it's important.