Customer Support Software Featured Articles
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.
Best Practices for Customer Support Reporting
We hear a lot about big data these days. But collecting data from the broad array of channels with which customers use to communicate, making sense of all that data, and leveraging that information so businesses can act on it to meet their specific goals involves a lot of organization and coordinated systems and teams. TeamSupport recently published a posting that walks readers through how companies can make their data actionable in an effort to improve their bottom lines.
If Efficiency Isn't the Name of Your Game, You Just Might Lose
Have you ever called the customer service center and the individual answering your call was extremely friendly and extremely disorganized? It's endearing at first, but the longer he or she takes to resolve your issue, the harder it is to remain patient. This affects your ability to be satisfied with the interaction, a transaction that takes too much time. Customer support software can help streamline the call, driving better efficiency for all involved.
How Customer Support Software is More Than Just a Cost
Does it really pay to have quality customer support software in place? The return on investment (ROI) question is a common one no matter what a business is considering in a purchase. Every business decision has to be justified, so it makes sense that the purchasing director would want to know. Hopefully, the business already has some idea as to how customer support affects its bottom line. If not, it's homework time.
Why Relationships are Critical in B2B
In the debate over differences between B2B and B2C purchasing habits, there's the argument that people are still selling to people. While this holds true, the reason for the purchase is where the differences become more entrenched. The B2B buyer has a business process reason for making a purchase and if something goes wrong, it can hurt the bottom line.
Put a Friendly Face on Self-Service Documentation
While self-service is a valuable and necessary alternative to live customer support, not all self-service channels are created equally. Customers actually like self-service, but only if the interactions are easy, intuitive and yields results. Too many companies use poorly designed self-service as a barrier to expensive live-agent support in the vain hopes that customers simply won't call them. Self-service shouldn't be a barrier: it should be a well-designed "front end" to the company's overall customer support strategy.
Customer Support Software Industry News
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