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Customers First: The Best B2B Customer Service Blog

How to Change Your B2B Customer Support Reputation

Simply put, a reputation is not built overnight. This is something experienced customer support leadership knows all too well, especially as they embark on a new opportunity at a different company or department. Departmental change often happens in customer support because the support experience has deteriorated and this is negatively impacting the bottom line of a business. But worry not, every day is an opportunity to rebuild and improve so you can bridge this gap in customer service expectations. This means that, slowly but surely, your customer support reputation can become a cornerstone of your business instead of a black eye. Here are some key ways businesses can improve their B2B (business-to-business) customer support reputation.

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Top 3 Ways Self-Service Saves Companies Time and Money

Businesses are always looking to improve their customer support offering and, most importantly, their bottom line. As a result of this, support has evolved over the past decades in unison with technology – from email tickets to live chat – with the “self-service portal” being one of the newer technologies companies are using to provide solutions to customer issues. In fact, self-service has become so popular that some customers may prefer it over more traditional support methods. While the technology is great, how exactly does it save a company time and money enough that it justifies the cost of setting up, implementing, and maintaining a self-service system? Here are the top 3 ways…
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4 Tips to Reduce Customer Service Complaints in B2B

In a perfect world, everything would work as intended and all our customers would be happy. However, things do go wrong and as a business it’s important to plan for when issues pop up. That’s why we all have customer service professionals on our team that work with our customers to ensure they are satisfied with our business relationship. But, in a world that’s always striving to be more efficient, how can you reduce issues to save money and make customers even happier? Here are 4 tips to reduce customer service complaints…

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How Ticket Automation Saves Time and Money

We’ve all had that monotonous task or project that never seems to go away. Every day, week, or month it pops up and there’s no avoiding it. But what if you could automate all or at least part of that task? While it may not always be possible, in customer support a technology called ticket automation is playing a huge role in maintaining a successful support operation and is helping to revolutionize the industry. So how exactly can ticket automation save time and money? Here are some examples of what this technology can do as part of the right help desk ticketing system below:

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8 Ways Customer Support Chat Can Be Used to Meet Modern Demands

Think about a day in your life for a moment. Maybe you wake up and group text your friends about lunch plans and then chat with a friend on Facebook Messenger as you ride the train to work. You then sit at a desk and respond to emails and instant messages throughout the day until it’s time to head home. We communicate with more people than ever, in a more instantaneous way, yet most of us actually talk less than even a decade ago. So what does this mean for customer support? It signifies a shift in how people communicate – they want answers now, but don’t always want to pick up the phone to get them. This communication preference is where chat has become valuable to customer support as it enables new support opportunities. Here are 8 ways a chat feature in customer support software can be utilized to meet the communication preferences of the modern day customer…

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