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Customers First: The Best B2B Customer Service Blog

Matthew Brown


Recent Posts

How Ticket Automation Saves Time and Money

We’ve all had that monotonous task or project that never seems to go away. Every day, week, or month it pops up and there’s no avoiding it. But what if you could automate all or at least part of that task? While it may not always be possible, in customer support a technology called ticket automation is playing a huge role in maintaining a successful support operation and is helping to revolutionize the industry. So how exactly can ticket automation save time and money? 

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8 Ways Customer Support Chat Can Be Used to Meet Modern Demands

Think about a day in your life for a moment. Maybe you wake up and group text your friends about lunch plans and then chat with a friend on Facebook Messenger as you ride the train to work. You then sit at a desk and respond to emails and instant messages throughout the day until it’s time to head home. We communicate with more people than ever, in a more instantaneous way, yet most of us actually talk less than even a decade ago. So what does this mean for customer support? It signifies a shift in how people communicate – they want answers now, but don’t always want to pick up the phone to get them. This communication preference is where chat has become valuable to customer support as it enables new support opportunities. Here are 8 ways customer support chat can be utilized to meet the communication preferences of the modern day customer…

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12 Must Have Features in a Help Desk Ticketing System

There are now many features available in a help desk ticketing system and the evolution of these systems has been rapid over the past two decades. Originally introduced to replace spreadsheets and assist help desk professionals in solving customer issues, these systems are now the backbone of many help desk operations around the world. But what are some of the “must have” features that have emerged during this twenty-year span? Here are 12 help desk software features you should look for when evaluating the different ticketing systems on the market today…

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Understanding B2B Service Level Agreements (SLAs) in Customer Support and How to Efficiently Manage Them

Keeping up with customer demands can be difficult. That’s why when two companies decide to do business, they often work together to create Service Level Agreements (SLAs) that outline what is expected from each other. Let’s take a closer look at SLAs and, more importantly, how to manage them efficiently so they become an asset instead of a liability…

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The Role of Customer Support Software in Successful SaaS Companies

Operating a SaaS (Software-as-a-Service) business can be very rewarding as it’s a great way to deploy software that has many benefits. It can also be challenging. But, if one industry understands the importance of how technology can aid your business, it’s the software industry. So what role can customer support software play in the success of a SaaS company? Here are a few ways this software can help keep your business prosperous and facilitate growth…

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