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6 Common Customer Service Mistakes to Avoid at All Costs

In business, sometimes making the wrong decision is worse than making no decision at all. This is especially true when it comes to the customer service industry. With customers being the foundation of so many businesses, going against their needs can be a make or break decision. And, in the fast-paced technology age we live in, making the wrong call is costlier than ever before.

6 Common Customer Service Mistakes to Avoid at All Costs

In business, sometimes making the wrong decision is worse than making no decision at all. This is especially true when it comes to the customer service industry. With customers being the foundation of so many businesses, going against their needs can be a make or break decision. And, in the fast-paced technology age we live in, making the wrong call is costlier than ever before.

Infographic: 11 Types of Difficult Customers

Customer relations are very important to all businesses. Having a positive relationship with your customers can do wonders, because customers want to have a positive relationship with you, and if you're lucky they will actively work to maintain it Of course, businesses also put in considerable time and effort into making a relationship rewarding and enriching for both parties. Problems can still arise, but customers are more likely to be patient with businesses that they like and trust. Every interaction a business has with a customer shapes the attitude the customer has towards that business, even if it seems like an inconsequential instance. Businesses can control many aspects of their relationships with customers, but the one thing they cannot control is the customers themselves.

The Top 5 Emerging B2B Customer Support KPIs

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. A KPI is a measurement of your operations that you can compare over time to see how your business has changed. With more companies realizing that customer support is a profit center and not a cost center, measuring KPIs in the industry has been a hot topic. Some of the more traditional customer support KPIs – like abandonment rate and first response time – are classic KPIs borrowed from departments like sales that aren’t always a natural fit.

Guest Post: 5 Signs You Need a New Help Desk Ticket Tracking System

There’s a chance that your business, and subsequently your help desk, has grown organically and at a rate that outpaced your internal processes. While growth is exactly what you’re after, it can mean there are a few opportunities where you can get your arms around more efficient ways to do things.

A Quick Guide to Attending Customer Service Conferences

Attending an industry conference can sometimes feel overwhelming. Juggling session schedules, facility maps, and EXPO hall navigation isn’t likely something you’re going to master the first time. Add this to what’s likely an already busy workload can lead to long days. And here you thought a few days out of the office would be a nice break!

The Value of Ticket Automation in Customer Success

We’ve all seen or heard about a customer success team that’s just “missing something”. Maybe the agents are a little slow to follow up, or they just can’t seem to get your issue requests in the hands of the right person. Mistakes like this happen for even the best teams, but when it’s a recurring issue it’s time to take some action.

Understanding the Net Promoter Score (NPS) and Customer Success

Companies will go to great lengths to find out what customers think about their business. From expensive surveys to focus groups and everything in-between, customer information traditionally isn’t obtained overnight or on a shoestring budget.

How to Choose Customer Support Solutions at Different Growth Stages

The size of a business can be a defining characteristic for any interaction. When it comes to sales, they will approach and speak with you differently based on how many employees and offices you have. With this said, customer support interactions and expectations also vary based on what growth stage a company is currently in. So, how should your company approach customer support at each unique stage of growth and what’s the best technology for you (both now and in the future)? Let’s break down the different growth stages and what you should be looking for in your customer support software solution…

5 Tips for Building a Customer Interaction Management Team

Building a great team of any type takes time and patience. But, when it comes to taking care of the most important asset of a business (your customers), making sure you have the right people in place to manage these complex relationships is essential. Here are 5 tips to keep in mind when building a customer interaction management team…

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6 Common Customer Service Mistakes to Avoid at All Costs

In business, sometimes making the wrong decision is worse than making no decision at all. This is especially true when it comes to the customer servic...

Read more

Infographic: 11 Types of Difficult Customers

Customer relations are very important to all businesses. Having a positive relationship with your customers can do wonders, because customers want to ...

Read more

The Top 5 Emerging B2B Customer Support KPIs

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. A KPI...

Read more

Guest Post: 5 Signs You Need a New Help Desk Ticket Tracking System

There’s a chance that your business, and subsequently your help desk, has grown organically and at a rate that outpaced your internal processes. While...

Read more