Is On-Premise Software Dead? Why So Many Companies are Moving to SaaS

When evaluating software, it’s easy to fall back on what you’ve done in the past. Your work computer likely has Windows and the Office suite installed directly on the machine, so why shouldn’t you have software for sales, customer support, marketing, or other industries right alongside it?

Live Chat Tips and Tricks to Increase Customer Satisfaction

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.

Top 4 Support Metrics to Optimize for Better B2B Customer Experience

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.

B2B vs B2C Differences in Customer Service Interactions

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.

7 Ways to Improve Customer Service Skills for Your B2B Team

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.

B2B Customer Service As a Competitive Advantage

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.

6 Trends in Customer Service to Watch in 2018

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.

Customer Service Skills: 11 That Are Essential for Your Team

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…

How Customer Service Automation Impacts the B2B World

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.

How IT and Customer Service Can Work Together for Success

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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