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Customers First: The Best B2B Customer Service Blog

Understanding B2B Service Level Agreements (SLAs) in Customer Support and How to Efficiently Manage Them

Keeping up with customer demands can be difficult. That’s why when two companies decide to do business, they often work together to create Service Level Agreements (SLAs) that outline what is expected from each other. Let’s take a closer look at SLAs and, more importantly, how to manage them efficiently so they become an asset instead of a liability…

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The Role of Customer Support Software in Successful SaaS Companies

Operating a SaaS (Software-as-a-Service) business can be very rewarding as it’s a great way to deploy software that has many benefits. It can also be challenging. But, if one industry understands the importance of how technology can aid your business, it’s the software industry. So what role can customer support software play in the success of a SaaS company? Here are a few ways this software can help keep your business prosperous and facilitate growth…

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Customer What?!? Decoding Customer Support Terms for 2017 - ASP Report Summary

There are many terms in customer support that are used interchangeably, sound the same, or are just plain confusing! For example - help desk, customer support, and customer service - is there really a difference? That's another blog post, but today we want to talk about the latest buzz words in the industry and try to shed some light on the subtle, but important, differences between customer success, customer experience, customer satisfaction, and customer effort. Our good friends at the Association of Support Professionals (ASP) recently published a full report on this topic, and it inspired us to write this post!

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5 Help Desk Ticketing System Must-Have Features

To increase business efficiency you want the best help desk ticketing system possible. Not only will a great help desk solution eliminate confusion and enable your team to better help customers, it can streamline your entire customer service department.

In your search for the best help desk application for your business, look for the following 5 features that are a must-have for any business-to-business (B2B) customer support solution.
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Understanding the NPS (Net Promoter Score) and How It Impacts B2B Customer Support

In the competitive B2B world, companies are looking for any way to have an advantage over their competition. Given this, you may or may not have heard of the Net Promoter Score (NPS) that some companies utilize to measure customer satisfaction. Let’s take a closer look at the NPS and more importantly its impact on B2B customer support.

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