Customer Support Software Featured Articles
Customer Support Software Should Actually Be About the Customer
In customer support culture, using software solutions is a common denominator when it comes to making processes easier. Call centers and help desks need to properly forecast and schedule their call center staff, keep on top of open customer issues, all while maintaining service levels and providing the best service to their customers. While software is a pretty good tool in accomplishing these things, not all software is created equal, nor does it actually focus on the customer.
Measuring Customer Experience for Better Business
The customer experience is important for businesses to understand, as it gives them a better idea of what customers think about them and their inclination to buy future products from the same business. But despite this importance, customer experience is also one of the hardest elements of business to measure because it is time-consuming and customer-centric. Customer support software can help.
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.
Customer Support Software Industry News
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IP-Based IVRs Will Ease Network Management and Promote the Global IVR System Market Through 2018: TechNavio
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