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Getting the Focus of Customer Support Back on the Customer

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.

Don’t make the mistake of generalizing the information that you should pay attention to, but instead focus on the specific aspects of your business that create the most widespread effects. Best practices suggest that the following four support metrics should be optimized for a better B2B customer experience from a support perspective.

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8 Ways Marketing and Customer Support Are The Same in B2B

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 B2B support. 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. 

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5 Customer Support Habits Your Team Should Always Follow

Maintaining good habits can be tough and breaking bad ones can be even more difficult. From simply taking a few minutes each morning to brush your teeth to running three miles a day, habits come in all shapes and sizes. One specific area where we develop many habits is in the workplace. Maybe we’ve grown accustomed to putting off calls until the end of day, but habits at work can be subconscious and might even be hurting your business. Here are five good customer support habits to make sure your team follows so you can keep customers happy…

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4 Ways to Scale Your Customer Support Operations

If you’re a relatively new company, growth and expansion is exciting. You’re getting new customers left and right which is creating exciting opportunities for your business. Maybe you’re finally able to afford a booth at that large tradeshow or even hire a few new employees. However, new customers also mean more customer relationships that need to be maintained and nurtured. Especially in the B2B (business to business) world, customer interactions are extremely important as many industries rely on customer advocacy and referrals for new business.

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Customer Support Solutions: Choosing a Replacement

Just like an old car, sometimes you need to move on to something that meets your current needs. The kids have left the house and that minivan just isn’t practical to drive around anymore. The same can be said about software solutions. A company can be totally satisfied with their customer support solution for years but, as they get more customers, they may outgrow their current software and its capabilities.

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Understand Your B2B Customers Better

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