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Customers First: The Best B2B Customer Service Blog

How to Make B2B Customers Fall in Love with Your Business

Evaluating customer satisfaction is always ongoing and a never-ending process. When a customer does business with a company for the first time, a new relationship begins and it can move in many different directions. So how can you make your B2B (business-to-business) customers swoon for your business and fall in love with you? OK, maybe they won’t be swooning, but here are some ways to turn customers into advocates who love working with you…

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5 Customer Support Trends to Watch in 2017

The customer support industry continues to change and evolve. It seems like only a few years ago technology like live chat and automated call-back solutions were all the rage and support professionals were trying to integrate these new technologies into their support solutions, and now they're everyday tools. But what are some customer support trends to keep an eye on in 2017? While they all may not rise to prominence immediately, here are five support trends to watch…

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How to Fix Bad Customer Service Situations

We’ve all been on the other side of the phone before when a company has completely dropped the ball. Whether they forgot about our ticket, shipped us the wrong product, or refused to issue a refund; these experiences are very real and memorable. Positive reviews are great, but simply put negative reviews are more influential and memorable to potential customers when evaluating their purchasing options (especially in the B2B industry).

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5 Tips for Defining Support Ticket Severity

The definition of ticket severity comes in many flavors depending on opinions. Some support solutions have so many severity types to choose from it's overwhelming. Or others are so vague no one really knows what they mean. Both of these are not only confusing to the customer, but also confusing to the support team. The job of a customer support provider is to make your customers' lives easier and to make support as efficient as possible. With that in mind, here are 5 tips to define your support ticket severity:

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Software Company Customer Support – Tips and Tricks for Efficiency

The software industry is always evolving and changing. When looking at the latest software company customer support tactics, it’s not easy to find information that’s specific and actionable. Phrases such as “make the customer happy” are great but they aren’t helpful because they don’t tell you how to go about achieving this happiness in such a complex industry. 

So what are some real ways software companies can not only increase customer satisfaction but be efficient in doing so? Here are some tips and tricks…

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