Customer Support Software Featured Articles

How do you rank the customer experience? Does it inform the decisions that are made throughout the organization or is it simply something that you tell the customer base to make them feel good about doing business with you? While the lip service will work for a time, the actual experience the customer has will determine just how loyal they stay to your brand over the long-term.

An investment in customer support software is a great first step, but if you haven’t defined your true customer service initiatives and strategy, how will you know what to select? If you’re working in the business to business (B2B) space, failure to make customer support a priority will quickly limit your ability to succeed. Companies look at other companies as partners and that partnership is dependent upon the experience key players have with each other.

To that end, one of the best reasons to make customer service a priority is that you can listen to the voice of the customer when designing solutions. When looking at customer support software, it’s difficult to understand what you need if you don’t know what customers expect. This is where the voice of the customer lends considerable value. If you’re willing to listen, customers will tell you what they want and need. You’ll then be empowered with the knowledge they share.

One example recently shared by customer support software company, TeamSupport, focused on hotel software provider MSI (News - Alert). The company needed help desk software that would allow them to associate specific ticketing issues with the individual hotels being served. Putting in a B2C (business to customer) support solution without this option would mean a failure to align with the company’s purpose and mission. It would also fail to support their business processes.

At the same time, the company wanted customer support software that would easily integrate with its marketing tools, Salesforce and HubSpot (News - Alert). This meant the client needed flexible software to provide strong customer service as well as bolster the company’s long-term marketing efforts. This focus would ensure the company could continue to prioritize its dedication to proactive and personalized customer support as a proven method to effectively grow and retain customers.

The right solution in this case was a proven platform that supported the customer experience in a B2B environment. While people are still buying from people, expectations are much different when approaching the scenario from a partnership instead of simple order and delivery. When focused on solutions from TeamSupport, this is exactly the kind of solution you should come to expect to ensure all goals are easily met.