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Customer Support Software Featured Articles

Good Ticket Deflection Relies on Comprehensive Search
Ticket deflection has gotten a bad name. But it need not be a negative for customers if it is used right. With the rise of the Internet and self-service options on company websites, ticket deflection has emerged as a way both to cut support costs and better serve customers. The idea behind ticket deflection is that instead of taking a customer directly to an agent, customer support software first tries to see if there are self-service options that can resolve the customer need without agent interaction.

Report: Retail Customers Find Many Omnichannel Techniques Unimpressive
Today, successful retail sales involve much more than simply managing a physical store and its inventory. The very real consumer demand for online retail sales is growing exponentially, and the introduction of smartphones and tablets with apps optimized for one-touch-sales and customer support software means that retailers need to compete with each other's online offerings in addition to the physical brick-and-mortar stores.

Businesses Need Better Support Ticketing, Study Finds
An unhappy customer is more devastating than ever. While customer complaints have always been a concern for business, the megaphone that is the Internet now enables unhappy customers to better share their displeasure more than ever before. So meeting customer needs is increasingly important.

Why A Public Knowledge Base is a Good Idea for Customer Support
With today's tech-savvy customers, offering a lot of methods of "self-service" can go a long way. Not only will customers be able to get the information they want, but it helps alleviate the phone lines and social media channels that can get flooded with questions and problems. One good source is a knowledge base.

Why Customer Support Software Quality is Important to Agents
Software selected for the customer support environment often focuses on satisfaction for the individual on the other end of the line. When this is the only factor considered, however, you miss a key opportunity to improve the working environment for your agents. The key to overall success in each interaction is to support happiness on both ends of the line. This can start with the right customer support software.

Excellent Customer Support Clearly Leads to Higher Revenue Opportunities
Positive customer experiences with a company are not just a nice thing to have because it leaves the consumer feeling happy. It impacts the bottom line in a big way-which is why customer support software that ensures a quality experience is so important.

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.