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Customer Support Software Featured Articles

Use Technology to Turn Buyers into Loyal Brand Advocates
Taking care of the customer is one of those things that every company lists as a primary goal. Some do it very well and others really only talk about it. The actual customer experience points to whether or not this is a true priority or just something in a mission statement to make the company look good.

No Integration Between Sales and Support Could Leave You Doomed to Fail
In a former life, I was a sales person for an office equipment company. It was my first opportunity out of college and I loved the changing schedule every day, the opportunity to meet new people in each business I entered and the challenge of finding solutions that allowed me to close the deal. The frustrating part of my job began when those who were put in place to support me in my role failed to live up to expectations

Unraveling the Tangle of Software-as-a-Service Language
Let's face it: today, if you want to attract attention and investors, you put the words "as-a-service" after your product. Just as everything became CRM-enabled a decade and a half ago, "everything-as-a-service" is becoming common, and separating the hype from the truth is becoming more difficult for people who can't unravel public relations word salads.

Why You Need Customer Support Software in B2B Relationships
Staying connected is one of the most important things you can do ensure customers have what they need. There is a desire among the consumer base to have instant access to information, support and self-help channels. If you aren't making this a priority as you operate your customer support software, you may be missing out on key opportunities.

B2B Support Services Benefit from Omnichannel Developments
Business-to-business customer service has grown a lot since the turn of this decade. It may seem like everyone is anticipating what will come next - the promise of ever-faster broadband speed and the growth of mobile promised to 2020 and beyond - but B2B service is still grabbing onto the advances in information technology that have boosted it through the past six years.

A Collaborative Customer Experience for B2B Companies
Customer-facing business-to-business (B2B) or business-to-business-to-consumer (B2B2C) companies have a lot on their minds today, but one of the most critical goals is improvement of the customer experience. A recent survey by the Temkin Group found that while only four percent of these organizations see themselves as industry customer experience (CX) leaders today, 57 percent of them want to deliver the best customer experience in their industry over the next three years. While the goals are very ambitious, the stakes are high: customer expectations and options are ever on the rise, and a strong push in both technology and customer support labor are necessary to succeed in the modern marketplace.

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

Driving Customers To Self-Service And Web Support
Many businesses are determined to cling to phone-based customer support despite the prevalence of web and email options. Unfortunately, such calls are expensive, and other channels can solve the issues discussed at little to no cost.

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.

Featured eBook

Axceler Case Study

Customer Experience in B2B
Customer experience is essential to B2B customer support, and critical to customer satisfaction which leads to long term growth and customer retention.

Axceler Case Study

The Ultimate Guide to B2B Customer Support
You'll see the term “B2B" used a lot in articles, on blogs, and in marketing campaigns - but not everyone knows what it means or why it's important.