11 Must Have Features in a Customer Support Software System

As we add more technology to our lives to meet our business needs, the customer support software system has become increasingly essential. It’s now much more than just a ticketing system! It’s evolved into a vital supply of customer data and information.

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.

Improving B2B Communication in Customer Service

As a society that’s constantly evolving with technology, we’ve reached an era where it’s perfectly acceptable to use artificial intelligence (AI) customer support for answers that once required human conversations. Whether it’s asking Siri (from Apple) for directions or Alexa (from Amazon) about the weather tomorrow, AI has made simple tasks more convenient and less time consuming. In the B2B (business-to-business) world, however, AI has been slow to catch on due to the need to make customer service communications engaging and memorable. So how can you keep these conversations impactful and valuable for your customers? Here are a few B2B communication ideas…

Add some spring cleaning to your customer service!

Have you ever noticed that when you stop focusing on yourself life seems to roll along at a much easier pace? Customer Service works in a very similar way. When your team starts focusing outward, focusing on putting the customer first, the daily stresses seem less; customers seem happier and as a natural result, there are fewer problems. It’s such an easy fix, but so many times we suffer from focusing on our own issues and get so wrapped up in those that we lose sight of the ultimate goal: providing exceptional customer support.

Reduce Customer Service Complaints in B2B

In a perfect world, everything would work as intended and all our customers would be happy. However, things do go wrong and as a business it’s important to plan for when issues pop up. That’s why we all have customer service professionals on our team that work with our customers to ensure they are satisfied with our business relationship. But, in a world that’s always striving to be more efficient, how can you reduce issues to save money and make customers even happier? Here are 4 tips to reduce customer service complaints…

Guest Post: 4 Tips to Reduce Costs with Customer Support Software

You already know that minimizing and cutting cost is a primary concern for most businesses. What you may not be aware of is that you can find effective ways to reduce your overhead with customer support software.

In any customer-facing organization, unchecked costs can lead to inflated overhead costs and hurt the bottom line. One of the biggest ways companies can gain control of this is by looking at their customer support teams and identifying ways to better align agents with customer needs.

The Link Between B2B Company Culture and Customer Service

Your customer service team is not only the first point of contact for your customers but also one of the heartbeats of your company culture. Their interactions with customers can often be representative of how a customer feels about your company and if they enjoy working with you. So what can you do to create a strong link between company culture and customer service? Here are a few ideas…

5 Help Desk Ticketing System Must-Have Features

To increase business efficiency you want the best help desk ticketing system possible. Not only will a great help desk solution eliminate confusion and enable your team to better help customers, it can streamline your entire customer service department.

In your search for the best help desk application for your business, look for the following 5 features that are a must-have for any business-to-business (B2B) customer support solution.

Help Desk Priority Levels: Defining Ticket Severity

The definition of ticket severity comes in many flavors depending on opinions. Some help desk ticketing systems have so many severity types to choose from it's overwhelming. Or others are so vague no one really knows what they mean. Both of these are not only confusing to the customer, but also confusing to the support team. The job of a customer support provider is to make your customers' lives easier and to make support as efficient as possible. With that in mind, here are 5 tips to define your support ticket severity:

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