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Customer Support Software Featured Articles

Supercharge Growth with Omni-Channel Support
The way we conduct business and communicate with customers has changed dramatically over the last decade. Until fairly recently, people who needed product support had to call a customer support number during business hours. As new technologies emerged, businesses added support channels, including email, web portals and chat windows. Some companies also began using social media platforms to handle support requests.

Valuable Tips to Extend the Value of Your Customer Support Software
Customer support tips - your agents can probably list a dozen or more off the top of their heads, rolling their eyes as they do. The buzzwords and catchphrases appear to bring value to the conversation, but are they truly helping your business or are they simply something to fill the customer support software description? If the solution you have in place isn't delivering real and measurable value beyond the buzzwords, time to look a little deeper.

Tigerpaw and GMS Live Expert Team Up On Automated Help Desk Solution
Tigerpaw Software, already a company that is making waves when it comes to business automation, has launched a brand new partnership with GMS Live Expert. The partnership is geared towards improving communications, productivity and reporting for Managed Service Providers (MSPs). While there are some companies fighting automation whenever they can, companies that understand how this kind of automation can come in handy are finding they are rising to the top of the heap.

Customer Support Software and the Self-Service Demand: Why It's Necessary
There's nothing more aggravating than wanting help from a customer service professional and you can't find one anywhere in the store - except when you find one around every corner and they won't leave you alone. It's the dilemma of every retail location: providing the right balance between providing the customer with the right level of care and allowing the customer the room to shop. It's the balance that drives self-service, as long as it's support by customer support software.

Customer Service Benefits from Inter-Departmental Collaboration
It's a familiar scenario: Customer service agents are getting flooded with calls and emails, and are struggling to keep up. They're so busy, in fact, that even the process of getting useful information from other departments is a task that often doesn't happen. And forget about information flowing the other way: Those other departments, like marketing and sales, will be in the dark as well, because no one is effectively tracking and communicating what's going on.

Dump the Scripts: TeamSupport Says it's Time for Collaboration
Plainly stated, the scripted response is an impersonal way to do business, and in many ways it's going to alienate customers instead of providing them with the solution they seek. TeamSupport is a support software company changing the way customer service is addressed, and recently CEO Robert C. Johnson spoke with TMC on how they are ushering this shift.

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.