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Getting the Focus of Customer Support Back on the Customer

Matthew Brown


Recent Posts

Proactive Strategies for Your Help Desk Team

In the modern help desk era, sometimes waiting around for your customers to reach out to you isn’t good enough. Competitors are pestering your customers with emails and phone calls on a daily basis, yet some help desk teams are limited to only communicate with customers in their ticket queue which ignores a huge opportunity. After all, your business development team worked hard to acquire your customers, so why should communication slow so substantially once they sign the dotted line?

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6 Customer Service Trends to Watch in 2018

It should come as no surprise to customer service professionals that 2018 will be a year of innovation and change in the industry. Customers continue to demand more from companies and the role of the customer service agent has become more important than ever before in keeping satisfaction levels high. In an industry that moves so quickly, staying ahead of the curve can be important to exceed expectations with customer service and make it a competitive advantage during the sales process.

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11 Essential Customer Service Skills

Turning a “good” customer service team into a “great” one takes time. While technology such as customer service software is important to making this jump, the software is only as good as the people who use it on a daily basis. Here are 11 essential customer service skills so you can elevate your entire service team by working together to improve in these areas…

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The Role of Automation (including Bots) in B2B Customer Service

It’s no secret that the concept of automation is taking the business world by storm. From Redbox replacing Blockbuster to self-checkout and everything in between, the need for businesses to rely heavily on an exhaustive employee roster is decreasing.

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5 Customer Support Habits Your Team Should Always Follow

Maintaining good habits can be tough and breaking bad ones can be even more difficult. From simply taking a few minutes each morning to brush your teeth to running three miles a day, habits come in all shapes and sizes. One specific area where we develop many habits is in the workplace. Maybe we’ve grown accustomed to putting off calls until the end of day, but habits at work can be subconscious and might even be hurting your business. Here are five good customer support habits to make sure your team follows so you can keep customers happy…

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