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Customer Support Software Featured Articles

For the Best Customer Service, Focus on the Customer
It may sound like a blinding flash of the obvious, but to offer customers the best in customer service-according to a blog from TeamSupport-the place to start considering changes is right at the customer level. Start by forgetting the old adage about the customer always being right, and instead focus on the new idea that a business' job is to make a customer's life easier.

Making Customer Expectations Work For Your Business
Businesses that provide the best in customer support can generally count on getting some great returns out of that. Improved customer relations, a better chance for return business, even positive word of mouth. TeamSupport recently took a look at how to generate the best in customer support by managing customer expectations.

Today's SaaS Help Desk Solutions Doubly Customizable
Today's software-as-a-service (SaaS) help desk solutions are designed to overcome process barriers and provide a customizable solution that helps customer-facing personnel do what they were hired to do: find the right answers and promptly resolve customers' issues. The ideal solution has robust self-service capabilities - people looking for answers actually like to find them for themselves, provided it's easy - together with a logical way of creating tickets, solving them in a timely fashion and applying analytics and reporting to the entire process so managers can keep track of progress (or lack of progress).

Simple Questions to Ask Before Purchasing Contact Center or Help Desk Software
There are many issues that can cause headaches to businesses today. Some of them are uncontrollable: weather, a bad case of the flu spreading among workers and rising costs fall into this category. Other headaches are self-inflicted: poor managers who cause high turnover among employees, insufficient training and injudicious software purchases are some of these.

Collect Customer Feedback and Turn It into Actionable Intelligence
Traditionally, collecting customer feedback has been a challenge for many organization. Formal polling costs money and time, particularly if it's going to be effective (which meant that a third-party company was often required.) The results, when they were available, were often skewed: not everyone is willing to offer feedback, and there is evidence that customers are only willing to give their opinion when their experience has either been very good or very bad. More informal surveys, often delivered by IVR (if the customer is on the phone) or Web-site pop-up (if the customer is online) have been able to help somewhat, but once again, these methods are often skewed.

The Challenge of Scaling Customer Support When Your Business Grows
Several years ago there was a beautiful commercial that highlights one of the challenges that growing businesses face. In the commercial, a tech startup went live with its web site and was overjoyed when page views and customer orders exploded right away. This elation turned to fear as they watched orders pile up in real-time. Their immediate success suddenly became a burden. This is the case with any growing business. Success is great-but it adds new challenges, too, such as scaling customer support to meet new demand.

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.