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Customers First: The Best B2B Customer Service Blog

Definition of Support Ticket Severity

The definition of ticket severity comes in many flavors depending on opinion. I've seen support sites that have so many to choose from it's overwhelming.  Or others that are so vague no one really knows what they mean. This is not only confusing to the customer, but also confusing to the support team.

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What Channels to Offer for B2B Customer Support?

We hear and see a lot about social media in both marketing and customer service these days. As a fellow B2B product/service provider we often wonder how much social media really plays a role in customer support for business customers, and a recent study from GetRank confirms although it is being used more commonly, among small and medium businesses (SMBs) it hasn't been widely adopted. Phone and email/web forms still top the preferred channels for business customers.

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The 5 T's of exceptional customer support

Customer support is incredibly important to business success and customer retention - so we thought we'd put together a little cheat sheet on the 5 T's of exceptional customer support: 

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Empathy in Customer Service Drives Growth

For many companies, the “if we build it, they will come” philosophy has been the extent of their growth strategy. However, more successful companies have learned that the best way to grow is to build a stronger relationship with their target customer base. 

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Facilities Management Software Improves Efficiency

Facilities Management Software (FMS) is used to manage facilities as a whole as well as the space within those facilities.  It can be used to determine how to most effectively lay out an office, divide space for various projects, assign space to different groups, and keep track of maintenance. 

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Use Video for Better Customer Support

Remember the old saying "a picture is worth 1000 words"?  Well that is still true today, and if a picture is worth a thousand, then video must be in the millions. The same goes for using video in customer support - there are so many benefits to using video - in fact according to our recent infographic, the brain processes visual information 60,000 times faster than text! That's why TeamSupport offers 2 different ways to use video to improve your customer support efforts.

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What is help desk software?

Check out this cute video from Capterra explaining what help desk software really is and how it can help you provide better customer service. Hint: customer service software can help you reduce ticket resolution time and improve customer and agent satisfaction - and that means higher profits!

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Top 10 Themes in B2B Customer Support

As we wrap up the first half of 2015 (can you believe it?) we thought it would be fun to review the top 10 themes in customer support over the past several months. In no particular order, here they are: 

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Top 3 Benefits to Cloud-Based Software

We often talk about the benefits of SaaS vs on-prem software, and a new survey from GetData shows the benefits as reported by hundreds of SMBs.

Not surprisingly, the top 3 benefits of cloud-based software are:

1. Easier to deploy and manage

2. Quicker to implement

3. Less IT support needed

The reason for this is that cloud-based applications are typically plug-and-play, they've established a solid, feature-rich platform that is updated on an ongoing basis, so as a user you never have to worry about expensive hardware, expensive updates, or a power outage shutting you down (see our post on a company who literally had that happen to them). Other benefits include ease of use, lower cost (a big bonus!), and greater security.  

Although greater security may surprise you, remember that SaaS companies are completely dependent on their software working ALL the time, it's what they do for a living.  This means they focus 100% of their resources to making sure that happens.  On the contrary, an individual company can only devote a portion of their resources to IT infrastructure, servers, and the like because they also have to take care of running their business. 

All in all, SaaS is becoming the way of the future - for startups, SMBs, and enterprise business the benefits of easy installation and lower costs speak for themselves.  

Click the link below for the full study: 

https://lab.getapp.com/new-research-cloud-apps-easier-to-deploy-and-quicker-to-implement-than-desktop-software-say-smbs/

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7 Ways To Make Customer Support Your Top Priority

As a B2B software/technology company, your customer support needs to be exceptional.

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