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.
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.
Running a SaaS (Software-as-a-Service) company is fun. It’s usually created by a couple tech enthusiasts with a great idea and extensive coding knowledge. Getting those first few customers feels amazing, and your core focus is on making them happy. They’ve got your cell number and you’re just a phone call away for anything they need.
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…
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