6 Tactics to Focus on for Preventing Customer Churn

The concept of “customer churn”, or customers leaving a business, is something that keeps executives around the world awake at night. Especially in the B2B (business-to-business) industry, losing just one major customer can make or break a business.

6 Tactics to Focus on for Preventing Customer Churn

The concept of “customer churn”, or customers leaving a business, is something that keeps executives around the world awake at night. Especially in the B2B (business-to-business) industry, losing just one major customer can make or break a business.

The Key 2020 Customer Service Trends You Need to Know

The new year is here and with it comes our annual list of key customer service trends! Our 2019 trends article was a huge hit, so here’s what is set to make an impact in 2020…

How to Properly Use Automated Phone System in Customer Support

Automated phone technology, such as interactive voice response (IVR) menus, can save businesses time and money on customer support. These solutions route callers to the right people without the help of a human operator.

The Future of B2B Customer Support: 8 Breakthroughs to Prepare For

As we look forward into the next decade, let's first reflect back to the previous one and the impact it had on customer support. The 2010's was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before. It also launched "big data" into the mainstream, and support teams had more information about their customers than ever before. We've looked at annual customer support trends in the past, but now it's time to look even further down the road towards the future of customer support.

So what's in store for the next decade? Here are 8 B2B customer support breakthroughs to prepare for in the next decade.

 

1) Large companies will hire customer support professionals that rarely, if ever, directly interact with customers

3 Customer Support Call Tactics to Leverage for Successful B2B Calls

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients.

Five Effective Customer Services Strategies for Customer Support

Simply put, your business needs customer service strategies that improve their productivity and customer satisfaction. The right strategies help your customers resolve their issues faster and enable your agents to provide better support.

Ticket Management Process for Dummies: Ticket Organization Matters

You get a support call escalated to you one minute, your boss tells you to call a different customer the next, and a few minutes later three new tickets hit your inbox, all with totally different issues.

The Value of Post-Sale Customer Service Experiences in B2B

You’ve given them countless product demos. Made executive trips to their headquarters. Answered their questions on Saturday mornings. Invited their European team out to dinner.

Understanding UK Customer Support in the B2B Industry

As technology continues to move forward, more companies are seeing an influx of international customers that didn’t exist a decade ago. For many companies based in the United States, a large percentage of their new international customers are from the United Kingdom (aka “the UK”). Made up of four countries – England, Scotland, Wales, and Northern Ireland – the UK may share a common language with the US, but there are some notable cultural differences. 

 

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The Key 2020 Customer Service Trends You Need to Know

The new year is here and with it comes our annual list of key customer service trends! Our 2019 trends article was a huge hit, so here’s what is set t...

Read more

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Read more