Being successful with business to business customer support isn’t easy. From working with a wide array of customer support tools to providing several unique services, creating a solution that encompasses these efforts takes time and money.
If you’ve been around the B2B (business-to-business) industry for many years of your professional career, you know that in general it’s slower to adopt new technology than its B2C counterpart. While stacks and stacks of customer files may seem outdated – and they certainly are – some industries such as healthcare may still rely on paper documents to keep track of all their customer relationships.
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.
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.
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: