Customer Support Software Featured Articles

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.

A recent Business2Community post highlighted how quickly customer support technology can move. This is especially true in the B2B environment where customer support software can make the difference between a current and past customer. The key to success in this area is to stay abreast of the changes in technology and how they help or hurt your potential for keeping customers happy.

The omni-channel experience is definitely one that has emerged in recent years. Professionals no longer need to be at a computer in their office to access emails. Business buyers are using the same channels they’ve grown accustomed to in their personal lives. At the same time, there are still those who rely on tried and true channels like live chat to get what they need. It’s critical to understand your client base and what they demand to be happy.

Value is also important, no matter the customer. Human nature wants the best value, when given the choice. Updated customer support software ensures you can reach customers quickly and accurately, creating a modern experience that they’re willing to brag about. The use of Web-RTC, for instance, in the interaction between live individuals who need to share video without limitations opens up a world of opportunity for making better connections.

It’s also beneficial to focus on software that is built specifically for the B2B environment. While these buyers are also standard consumers, the elements that go into their decision making are different than those that affect the personal decisions. B2B software should be designed to enable customers to answer their own questions or at least get answers quickly and efficiently from a support team that is willing and available to help them.

Finally, don’t forget the details when it comes to ticketing customer issues. The right customer support software will provide robust tickets, custom ticket types and automated ticket rules to ensure that all requests are dealt with quickly and efficiently. This not only ensures the right approach to handling the customer request, aligning these requests with inventory also ensures you’re ready to meet customer demand.

At the end of the day, the business customer is still a person, but one who has particular priorities in mind when making a purchase. Don’t skimp on customer support software in properly managing this relationship or you could be missing out on key opportunities.