It’s no secret that the customer experience (CX) has risen to the top priorities of most companies today. Businesses are putting a lot of effort into ensuring that their customers not only enjoy their experience with a company or service, but that they want to share that experience with others.
Technological advancements have created new ways to optimize customer service and increase sales. One of the most exciting developments over the past decade has been the live chat feature that has become a staple for most websites. With this feature, customers can ask questions before buying or get assistance with a product without the frustration of long wait times.
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.
Ever since we were kids, the impact customer service has had on our lives has been profound. Small children will beg their parents to go the local bakery or butcher shop – not because they have a craving for bread or steaks – but to get their hands on a free cookie or piece of candy that the owner gives them every time they walk in the door.
If you’re under any doubt about how important customer service is, almost nine out of ten people have stopped doing business with a company due to a poor service experience. Meanwhile, 55 percent of people would willingly spend more money to guarantee superior service. With this information in mind, here are seven tips to sharpen your team's B2B customer service skills so that you deliver the kind of experience people are looking for.
With the globalization of the business world, competition is more fierce than ever before. Companies lose deals to competitors located half way around the world and are always looking for ways to win new business. One of the ways B2B companies are looking to one-up their competition is by highlighting their excellent customer service. In fact, the customer experience as a whole is not something many companies excel at, which makes companies that truly shine at the very end of the experience process more appealing to prospects.
It should come as no surprise to customer service professionals that 2018 will be a year of innovation and change in the industry. Customers continue to demand more from companies and the role of the customer service agent has become more important than ever before in keeping satisfaction levels high. In an industry that moves so quickly, staying ahead of the curve can be important to exceed expectations with customer service and make it a competitive advantage during the sales process.
Turning a “good” customer service team into a “great” one takes time. While technology such as customer service software is important to making this jump, the software is only as good as the people who use it on a daily basis. Here are 11 essential customer service skills so you can elevate your entire service team by working together to improve in these areas…
It’s no secret that the concept of automation is taking the business world by storm. From Redbox replacing Blockbuster to self-checkout and everything in between, the need for businesses to rely heavily on an exhaustive employee roster is decreasing.
Over the past decade, few areas of a business have evolved more than the IT department. With technology seeping into all areas of a company, gone are the days of the IT team being confined to a server room. Now, IT professionals work closely with many functional areas because of their importance to operations.
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