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Customers First: The Best B2B Customer Service Blog

What You Need to Know Before Switching Customer Support Software Solutions

The allure of switching software solutions is always so attractive. You have salespeople barraging your email, sometimes offering you gifts for a moment of your time and promising you the moon, all while treating you like you’re the most important company in the world. But, as we all know, switching software isn’t a sure thing. It’s important to evaluate all factors to understand the “risk vs. reward” component of these critical decisions. Making the right switch could result in a promotion and be a career defining moment, but the wrong switch (or not switching at all) may lead to to a demotion, department transfer, or even worse.

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How to Change Your B2B Customer Support Reputation

Simply put, a reputation is not built overnight. This is something experienced customer support leadership knows all too well, especially as they embark on a new opportunity at a different company or department. Departmental change often happens in customer support because the support experience has deteriorated and this is negatively impacting the bottom line of a business. But worry not, every day is an opportunity to rebuild and improve so you can bridge this gap in customer service expectations. This means that, slowly but surely, your customer support reputation can become a cornerstone of your business instead of a black eye. Here are some key ways businesses can improve their B2B (business-to-business) customer support reputation.

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How Ticket Automation Saves Time and Money

We’ve all had that monotonous task or project that never seems to go away. Every day, week, or month it pops up and there’s no avoiding it. But what if you could automate all or at least part of that task? While it may not always be possible, in customer support a technology called ticket automation is playing a huge role in maintaining a successful support operation and is helping to revolutionize the industry. So how exactly can ticket automation save time and money? Here are some examples of what this technology can do as part of the right help desk ticketing system below:

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Understanding the NPS (Net Promoter Score) and How It Impacts B2B Customer Support

In the competitive B2B world, companies are looking for any way to have an advantage over their competition. Given this, you may or may not have heard of the Net Promoter Score (NPS) that some companies utilize to measure customer satisfaction. Let’s take a closer look at the NPS and more importantly its impact on B2B customer support.

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Customer Support in Canada – Providing Successful Support in the Bilingual Country

Canada is more than just cold weather and hockey. With the 16th highest GDP (Gross Domestic Product) on the planet, the northern neighbor of the United States also has one of the highest quality of life scores in the world. It’s a country with a large urban population and many opportunities. But what should you know about customer support in Canada and how to meet the needs of customers in this country? Here are a few things…

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