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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.
10/23/2014

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.
10/22/2014

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.
10/16/2014

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.
10/16/2014

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.
10/13/2014

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.
10/8/2014

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.