customer

CustomerZone360 NEWS

Free eNews Subscription

Team Support Announces New Messaging Channels for Better B2B Support Continuity

By Tracey E. Schelmetic March 15, 2023

Customers have always hated to repeat themselves when it comes to interacting with a company. In the past, however, it was often necessary (particularly if the customer chose multiple channels through which to contact companies). Knowledge was essentially siloed in each channel, and agents didn’t always have the intelligence they needed to successfully and quickly complete a transaction. Often, if support software offered multiple messaging channels, agents still had to navigate through various interfaces and keep track of all their conversations, which added time and cost and risked conflicting or repetitive conversations. This was true in both business-to-consumer (B2C) as well as business-to-business (B2B) support.

To better enable B2B customer support continuity, TeamSupport last week announced the launch of two new messaging channels, Google Business Messages and WhatsApp, to help businesses extend their reach and enhance customer support without adding complexity to their systems and workflows. Through these integrations, businesses can increase their customer support volume and interact with customers, in real-time on the channels they prefer, according to TeamSupport. Businesses can also use live chat messaging channels to reduce sales cycles and increase lead volume. Offering a variety of messaging channels ensures a smooth and personalized customer experience, which is appealing to visitors new and old alike.

The new messaging channels are fully integrated into TeamSupport's live chat software, making it easier for businesses and agents to manage their channels in one place. Businesses can now provide opportunities for engagement through SMS-to-chat, web, WeChat, social media, Google Business Messages, and WhatsApp, all from a single platform and interface – making it easy for agents to manage their customer interactions.

"Today's customers expect seamless and immediate responses across various channels," said Casey Vick, Product Marketing Manager at TeamSupport. "We are thrilled to offer these new messaging channels to our customers, empowering them to enhance their support, accessibility, and expand their reach through these widely used global platforms. We're confident that these integrations will not only improve their customers' experience but also increase efficiency, customer satisfaction, and loyalty."




Edited by Alex Passett
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Contributor

SHARE THIS ARTICLE
Related Articles

Traditional Call Quality Assurance Programs are Ineffective at Improving CSAT

By: Tracey E. Schelmetic    9/27/2023

Research conducted by SQM Group found that only 19 percent of call center managers strongly agree that their call center's quality assurance program h…

Read More

More Enterprises Turn to CCaaS to Deliver Better Customer Interactions

By: Greg Tavarez    9/27/2023

Many enterprises are turning to automation and the cloud to address a growing number of customer interactions efficiently and with the agility to adap…

Read More

The benefits of Salesforce phone system integration

By: Contributing Writer    9/27/2023

Salesforce, the global leader in CRM solutions, provides various software options to assist companies in effectively managing their customer relations…

Read More

Now Available from Zoom: Workforce Engagement Management Suite for Contact Centers

By: Alex Passett    9/26/2023

Now available for Zoom Contact Center customers, Zoom's new Workforce Engagement Management suite (including its Workforce Management and Quality Mana…

Read More

The Great Generational Shopping Divide: Feedback and Patterns of Boomers, Gen X, Millennials, and Gen Z

By: Alex Passett    9/25/2023

A new report titled "The Great Generational Shopping Divide" studied plenty of distinct differences between generations' expectations and preferences.

Read More