Customer Support Software Featured Articles
5 Things You Can Learn From Your Competition
How often do you pay attention to the competition? Is it something that's fun to watch because you know you have them beat, or do you ignore their activity as you don't want to be sidetracked from what you're trying to accomplish? Either approach is actually the wrong approach as your competition has something to tell you. Are you listening in such a way so as to benefit?
Agent Collaboration at Core of Great Customer Support Experience
The traditional method of customer support - one agent to one customer, unless a cold transfer to another agent was required - seemed to make sense in the past. It was easier to schedule, and it (ostensibly) kept average handle times lower. What it didn't really make sense for was the customer.
TeamSupport Springs New Features on B2B Customer Support Market
As we begin to enjoy the spoils of spring, it is time to refresh and renew. In the world of B2B customer support, it is mission critical to stay a step ahead of customer demand with the best way to do so being actually listening to the customer. Users illustrate what needs refreshing, successful companies listen.
B2B Support Isn't B2C Support: Consider Unique Metrics for Help Desk Success
B2B contact centers are a bit of an awkward step-child. They frequently rely on technologies, management strategies and even workers better designed for (and suited for) B2C contact centers. But B2B isn't B2C, and assuming it is will shortchange customers and even risk valuable accounts to loss to competition.
Is Your Customer Support Up To Snuff?
When the proper levels of collaboration are not in place, team members are likely to make mistakes when working with the customer as a result of a lack of communication. Maybe the primary contact for a client has changed, and you call them the wrong name. Or attempt to give attention to problems that have already been resolved. Either way the end result is subpar.
Customer Service, Once a Cost Center, Now Proactive Marketing
Good customer service is universal and never changes, correct? Probably not. While the basic ideas of great customer service - valuing your customer and giving him or her a great experience - remains at the core, the means by which a company arrives at this destination change on a regular basis. Many companies are aware their customer support isn't quite up to standard, and these companies are planning to do something about it. A recent Gartner report found that by 2017, more than half of research and development investments will be redirected toward innovations in the customer experience.
Customer Support Software Industry News
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