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Getting the Focus of Customer Support Back on the Customer

Matthew Brown


Recent Posts

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.

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The Relationship between Customer Success and Net Promoter Score (NPS)

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.

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How to Maintain Accurate Customer Support Reports and Metrics

With more companies discovering the value of customer support, and how it’s now a profit center and no longer a cost center, company executives are placing a higher value on support metrics. Data is king in modern business, with more decisions being driven by analytics than ever before. So, if you’re a customer support leader, how can you maintain accurate reporting and metrics in your customer support software? Here are some of the best tactics…

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The Importance of Task Management in Customer Support Software

Like any business, we all have different customers with different needs. Some customers have basic issues, while others have highly complex problems that can’t be solved in a single response by even your best agents.

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Enhance Self-Service Portals with Efficient Workflows

Managing self-service portals can sometimes be a daunting task. Especially if you’re inheriting the work of others, finding a starting point for how to update your self-service content can feel like a major hurdle. Fortunately, we’re here to help! Here are some steps for creating efficient workflows for updating your self-service portals…

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