Customer Support Software Featured Articles
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.
Multichannel Integration Gives Agent Desktops an Edge
People today expect to be able to reach out to customer support centers using a wide variety of channels that are already available to them in their daily lives. These channels include standard voice calls, as well as email, live chat, and more. By including all of these as options for customers, contact centers enter into the multichannel age. Without multi-channel capabilities, contact centers will quickly fall behind their competition in terms of providing a top-notch customer experience-not to mention multichannel platforms make agents' jobs easier too.
Cloud Collaboration Leads to Stronger Support
While excellent customer support should be the through-line of any business strategy, that support has to come from somewhere. Successful companies know that their real strength starts on the inside. Companies that use customer support software to make the jobs of employees easier and more efficient allow their teams to collaborate and build a solid foundation.
Taking Customer Support Software to the Next Level with Agent Assessments
The contact center agent is measured by success in a number of different categories. Management wants to know how long it takes agents to complete a call, the rate of first contact resolution, the number of calls per hour and several other metrics. When capturing all of this information, however, does it really point to the agent's success in terms of customer support?
The New Help Desk: TeamSupport Enables Businesses to Better Understand Their Customers
TeamSupport is a fully hosted cloud-based help desk solution that solves a fundamental problem that most support systems don't: helping businesses better understand their customers. Robert C. Johnson, president and CEO of TeamSupport LLC, explains it does that by delivering a suite of tools that provide insights into how customers interact with your company. CUSTOMER magazine recently interviewed Johnson to learn more.
Understanding What B2B Customers Want in a Support Experience
There is a lot of effort focused on the quality of customer support that consumers are receiving. It's critical: consumers today are picky, have high expectations, require multiple channels and want easy resolution of their issues in one transaction. Less attention, however, is focused on the quality of customer support offered in the business-to-business (B2B) realm.
Customer Support Software Industry News
11/25/2014 11:31:18 AM
11/25/2014 10:31:21 AM
11/25/2014 9:31:39 AM
11/25/2014 9:31:35 AM
Click here to read more about TeamSupport SalesForce integration.