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Customer Support Software Featured Articles

Next-Gen Customer Support Software Delivers a Holistic Approach
Taking a holistic approach to delivering products and services to customers in the way that customers want them has always been a smart approach. But a new report highlights that a holistic approach is no longer a luxury for businesses as they compete in an increasingly competitive marketplace that is informed by heightened customer preferences.

Deep Knowledge Bases are the Key to Great Customer Self-Service
Many companies today face a quandary when it comes to customer support. They are expected to offer robust, multichannel customer support in order to please customers. At the same time, no one is offering them huge budget increases to hire more agents or teams.

Customer Loyalty Gets a Big Boost from Effective, Easy-to-Use Customer Self-Service Portal
Fostering customer loyalty is one of those tasks that is far easier to talk about than to actually accomplish. For starters, in order to improve the customer experience, you must first gauge how you're currently doing in that department. This means talking to customers continuously and extensively to collect feedback and apply it to your internal practices, a process that can be greatly helped by customer support software.

Telecom Company Gains Operational Insight with New Customer Support Software
The goal of any customer service organization is to improve customer satisfaction levels. One of the tools companies can use to determine the effectiveness of their current service levels is a customer engagement optimization solution.

TeamSupport Adds New Customer Distress Index to Award-Winning Help Desk Software
Customer support is always a tricky song to dance to, but TeamSupport is one of the leading providers of Help Desk Software solutions aimed at improving customer satisfaction rates and solving issues quickly. This week the company improved its dedication to customer support representatives by adding an all-new Customer Distress Index (CDI) feature, which help monitor the probability that any individual customer may be distressed through several measurable variables.

Multimedia Workflow Management Reduces Errors, Improves Resolution for Customer Support
In the contact center or at the help desk, every second counts. Managers are continually eyeing metrics such as average handle time for success, and schedules often don't have a lot of room for errors. For this reason, it's critical that the contact center have an efficient workflow management system in place to shave precious seconds off of transactions and ensure that errors that could cost the company money or annoy customers aren't made. It's also a great way to eliminate duplicate efforts on the part of employees, and ensure that inquiries or trouble tickets aren't slipping through the cracks.

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.