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Customers First: The Best B2B Customer Service Blog

Australia Customer Service – 5 Things to Consider

As one of the top five predominantly English-speaking countries in the world, Australia is a common expansion destination for many global companies based in the United States, Canada, and the United Kingdom. But what should companies expect from Aussies in relation to customer service? Here are 5 things to consider when providing Australia customer service...

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Applying Daily Life Moments to the B2B Customer Service World

Walking down a busy street, there can be so many things happening. Some of these simple interactions we encounter on a daily basis can transcend into other areas of our life. But what can we take from our lives and put into action in the ever-changing B2B customer service world? Here are a few things…

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4 Reasons B2B Customer Experience Matters More Than You Think

The term customer experience is considered by some people to be a “buzzword”, especially in the B2B (business-to-business) customer support industry. It can be described by skeptics as some flashy B2C (business-to-consumer) way to describe the simple process of helping out a customer.

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Customer Support ROI Calculator

Hey busy support professionals! We're excited to share with you, our wonderful followers, a great new tool we developed to assess the Return On Investment (ROI) of customer support software - specifically B2B customer support software of course!

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Meeting customers at the starting line

When customers need help with an issue involving your product or solution, where's the first place they go? In the past, customers would call your support team directly. Now, they're more likely to search online for answers. According to Microsoft's State of Multichannel Customer Service Report for 2016, customers across the world overwhelmingly start their customer service interactions online as opposed to on the phone or in person. If possible, people would rather try to handle support issues on their own.

Your business needs to be ready and waiting for these customers at the beginning of their support journey. You can best provide online customer support in two ways: offering an online support portal that directs customers to self-service support options and optimizing the visibility of your support portal in organic search.

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