If you’re new to customer-focused industries, you may look at the title of this post and think “what is a web based help desk solution”? It’s an online system help desk teams use to not only stay organized but to become more efficient. Many emerging companies rely on emails and spreadsheets or even a small in-house solution to keep track of customer information. But what if there’s a better way?
Thanks to modern technology, web based help desk solutions make it easier than ever before to meet the increasing needs and demands of your customers. Let’s look at the steps companies should take to be successful in switching to these solutions.
Far too often, companies are forced into a solution that doesn’t meet the needs of their business. You don’t want to use an exhaustive enterprise tax software for your individual filing, nor does a corporate audit business want to be forced into using software focused on personal finance. The needs of a consumer and business are unique and very different.
Building a great team of any type takes time and patience. But, when it comes to taking care of the most important asset of a business (your customers), making sure you have the right people in place to manage these complex relationships is essential. Here are 5 tips to keep in mind when building a customer interaction management team…
The B2B customer is unique and requires a special kind of support strategy. In addition, the metrics that a company uses to measure success are also unique and very important. Utilizing the wrong data can cause a company to miss what it should catch and prioritize unnecessary actions.
There is a fundamental difference between companies who sell to businesses (B2B) and companies who sell to individual consumers (B2C). Your approach is different, your tools are different (or at least they should be), and processes are often different as well. To paraphrase our friends at the leading business software comparison site G2 Crowd, "Treating B2B and B2C like they're the same is a recipe for disappointment".
Speaking of G2 Crowd, they recently put together a fantastic B2B Marketing Guide - if you are in marketing, sales, or even customer service at a business to business organization, we highly recommend this guide. Aside from the great marketing tips, we were most interested in the vast array of similarities in B2B marketing and customer service. We both deal with the same issues, challenges, and differences, because at the end of the day working with other businesses is, well - different. Read on to see the list of 8 ways marketing and support are different for B2B.
The amount of focus companies devote to customer experience and engagement has continued to increase. Especially for companies who can’t beat their competition when it comes to price, an excellent customer experience can be a key differentiator. This is especially true in the B2B industry, where companies are often willing to pay more for a better experience. One of the best ways to improve the help desk portion of the customer experience is by utilizing external help desk software.
As a SaaS (Software-as-a-service) company, you can have the best salespeople in the world but your product is only as powerful as the competency of its users. A sales team without a great SaaS onboarding group at their backs will not be positioned for long-term success. Missing out on this vital step can lead to an array of unforeseen issues and problems. Here are a few reasons why successfully onboarding SaaS customers is important…
As a society that’s constantly evolving with technology, we’ve reached an era where it’s perfectly acceptable to use artificial intelligence (AI) customer support for answers that once required human conversations. Whether it’s asking Siri (from Apple) for directions or Alexa (from Amazon) about the weather tomorrow, AI has made simple tasks more convenient and less time consuming. In the B2B (business-to-business) world, however, AI has been slow to catch on due to the need to make customer service communications engaging and memorable. So how can you keep these conversations impactful and valuable for your customers? Here are a few B2B communication ideas…
We’ve all been on the receiving end of a poor customer service experience. It’s 5PM on a Friday as you sit on hold to speak to a vendor, waving goodbye to your colleagues as they leave for the weekend. But how do customer experience blunders stack up and, more importantly, which actions drive customers to leave for good?
As a customer service professional, you have all sorts of data at your fingertips. From hourly ticket totals to the number of chat sessions per day and everything in between, a good customer service system can provide you with the metrics needed to improve your service operation. But, how do you evaluate all available metrics to create a report that’s helpful for you AND highlights the key information upper management wants to see? Here’s our quick guide on how to build an awesome customer service report.
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