5 Reasons Why Customer Support Systems are Essential to Great Businesses

Customer support can be a challenge. Especially in the B2B (business-to-business) industry, the quick decisions your support team makes can have a profound impact on a customer relationship. Whether or not they make the right decision on the phone can be the difference between calming an upset customer or making them even more angry.

4 Modern Customer Expectations Management Strategies

We’ve all worked with customers that have seemingly unrealistic expectations. You give them an inch and they expect a mile! 

5 Ticket Handling Tips for When There's an Increase in Ticket Volume

Working in a customer-centric industry, there are some days when it seems like everybody wants to talk to you. Maybe it’s because you’ve done something great, but most of the time it’s due to an error or malfunction in your product or service.

The Future of Customer Success in SaaS Industries

As a SaaS company grows, customer success becomes even more important. Defined as doing everything in your power to ensure customers are successful with your business, creating a thriving customer success program and team doesn’t happen overnight. But, if you’re a SaaS company and you’re doing great without a success team, why should you care?

Why Kindness Matters in Customer Conversations

Sometimes in business, attitude is more important than any service or product. Approaching conversations with the right perspective for the situation can completely change the expectations of all parties involved. One person can increase the morale of a room, turning doubt into hope by providing a positive outlook on a situation.

11 Must Have Features in a Customer Support Software System

As we add more technology to our lives to meet our business needs, the customer support software system has become increasingly essential. It’s now much more than just a ticketing system! It’s evolved into a vital supply of customer data and information.

How to Build Positive Relationships with B2B Customers

Too often, businesses don’t place enough value on building positive relationships with their customers. The term itself, “positive relationship”, is a bit generic and isn’t exactly easy to quantify. This means it’s often a factor many businesses ignore and takes on a lower priority over time.

The Future of Artificial Intelligence in Customer Support

We live in an era where technology is advancing so quickly that it’s hard to keep up. Think back to ten or even twenty years ago when you needed to get to a business meeting. You had to print out your plane ticket, rental car information, and sometimes even directions on where you needed to go.

What B2B Customers Value During Customer Support Calls

When calling a business, people want their issue to be resolved quickly.  

A recent survey from Clutch found that nearly 8 of 10 people consider an “efficient resolution to their issue” to be one of the three most important traits they value when calling a business.

Despite the rise of chatbots and text support, telephone customer support is still critical. People value speed and availability, but some calls still require a human touch.

Why Sentiment Analysis Customer Service in B2B Matters

Sometimes how a customer speaks to you is just as important as what is being said. A compact label for this type of refined communication is customer sentiment. As more customer service software solutions are placing an emphasis on sentiment, it should come as no surprise that companies are looking to leverage this “hidden code” in communication to work smarter and more efficiently.

 

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