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Customer Support Software Featured Articles

Use the Last Days of the Year for Customer Support Introspection
As the year winds down, many companies are already wrapping up 2014 and preparing for a long spate of holiday days off and vacations. Starting next week, it's likely that there will be the sounds of crickets in the break room and dust settling on the conference table.

Why SaaS is the Future of Customer Support Software
There are a lot of benefits that come with Software as a Service (SaaS). With low financial risk, easy deployment, relief for IT staff, and access anywhere, it's a smart solution for contact centers on demand. As we shift from a wired society to a wireless one, cutting the cord with SaaS couldn't be an easier decision for contact center managers who want to offer the best in customer support.

Employee Autonomy is Critical for World-Class Customer Support
What leads to better customer support from an HR perspective? Support employees that put the customer at the center, of course. But to be able to do that effectively, customer support reps need to be given the software tools and the decision-making capability to put the idea into action.

Balancing Customer Self-Service Options
Perhaps it's a sign of the current generation, but we're seeing a lot more self-service options when it comes to customer support. Nowadays, checkout lines at the grocery store offer a do-it-yourself registers for the savvy individual, but even in those instances, there is a store employee nearby to help with issues as they arise. Websites offer self-service options in the way of FAQs or online communities, but as it is with everything, it's about striking a balance.

UK Ferry Company Taps Feedback Solution for Customer Support Insights
Customer feedback is one of the keys to creating a truly successful customer support team. Feedback gathered by customer support software can shed light onto customer concerns and grievances, as well as services customers would like to see more of or see implemented. In this way, companies and their help desks can target specific services to improve and enhance support moving forward.

Supporting Customers, Not Individual Transactions
Many companies today, if not most, fall into a trap: believing the quality of customer support they offer is of a higher caliber than it really is. Studies have shown that most companies vastly overestimate the happiness of their customers and the effectiveness of their customer support program.

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

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.