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Customers First: The Best B2B Customer Service Blog

Matthew Brown


Recent Posts

Bug Tracking: How Customer Support Softwear Helps

If you’re a software company, you know tracking bugs can sure be a pain. After testing a new software feature to death, you finally decide to roll it out to every user but unfortunately the new feature has spawned bugs all over your software. Tickets are flying in left and right as your support team scrambles to understand the bugs and their impact on your business. But what if there was an easier way? Let’s look at the specifics of bug tracking and how customer support software can help.

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Help Desk Self-Service: Assessing, Maximizing and Experimenting

In business, we almost always seem to be chasing the next big thing. Maybe it’s because new is often equated with being better or superior, but sometimes it’s essential to look at what you have and how you can improve upon it. Just like with your health, a “check up” is necessary from time to time in the help desk industry to make sure everything is working as it should. This is especially true with a solution like help desk self-service, which according to Gartner is among the top 3 priorities businesses are working on to improve their customer’s help desk experience.

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5 Reasons Why Live Chat is No Longer Optional in Customer Service

As the years go by, more of our conversations with people aren’t really traditional conversations at all. Calling an old friend to catch up isn’t exactly all that common compared to 20 years ago, with communication though message services and applications leading the way in how people stay in touch with each other. With this shift in communication, customers are also changing how they interact with customer service, including a groundswell of demand for live chat solutions.

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How to Change Your B2B Customer Support Reputation

Simply put, a reputation is not built overnight. This is something experienced customer support leadership knows all too well, especially as they embark on a new opportunity at a different company or department. Departmental change often happens in customer support because the support experience has deteriorated and this is negatively impacting the bottom line of a business. But worry not, every day is an opportunity to rebuild and improve so you can bridge this gap in customer service expectations. This means that, slowly but surely, your customer support reputation can become a cornerstone of your business instead of a black eye. Here are some key ways businesses can improve their B2B (business-to-business) customer support reputation.

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Top 3 Ways Self-Service Saves Companies Time and Money

Businesses are always looking to improve their customer support offering and, most importantly, their bottom line. As a result of this, support has evolved over the past decades in unison with technology – from email tickets to live chat – with the “self-service portal” being one of the newer technologies companies are using to provide solutions to customer issues. In fact, self-service has become so popular that some customers may prefer it over more traditional support methods. While the technology is great, how exactly does it save a company time and money enough that it justifies the cost of setting up, implementing, and maintaining a self-service system? Here are the top 3 ways…
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