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Customers First: The Best B2B Customer Service Blog

Managing your support tickets

The success of business-to-business (B2B) customer support relies primarily on how efficiently agents handle incoming tickets. Your organization could have the best, brightest, and most courteous support employees, but the job's not getting done if they can't address incoming queries. 

Agents could fall behind on tickets for any number of reasons. Increasing workloads make it harder for reps to manage their daily tasks. Your agents could be using a ticketing system that simply collects customer issues but doesn't organize them, or perhaps customer correspondence gets lost among a slew of incoming emails. If any of these sound familiar or if your agents aren't responding to customers in a timely, organized fashion, it's time to switch to a B2B customer support software solution with features designed to manage tickets.

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Break These 2 Bad Support Habits

How many businesses have stopped to consider whether their support styles are actually as customer-centric as they intend? While support teams always have the best customer-first intentions in mind, companies can develop some bad habits that end up complicating the customer experience in unnecessary ways. If your business still engages in either tiered support or scripted phone support, it's time to make some changes to remain competitive. Here's why:

Tiered support
Arranging your agents in tiers according to their skill level makes sense in theory - you want to match customers who have complex issues with knowledgeable agents while leaving new hires to solve simple queries. However, tiered support systems often end up shuffling customers from one rep to another.

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Customer support is part of a complete business strategy

Your business says it's committed to providing a great customer experience, but does it truly put its money where its mouth is? Your marketing and sales teams pull out all the stops, doing everything they can to impress prospective customers. Yet, what happens to those prospects after they purchase your product? Do they receive the same level of attention and quality of service, or are they put in a separate pile and forgotten about?

Customer support shouldn't take a back seat to sales or marketing. It should work with these two teams as part of a three-legged approach to help maintain a positive relationship, no matter where a customer is in the sales funnel.

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Supporting your support team

Your customers aren't the only ones who need support. Every one of your employees needs the ability to do their jobs well, and they rely on the company to make that happen. Without this support, employees can experience work-related stress that affects their performance, leads to more absenteeism and can cause agents to leave your business for another company.

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The relationship between sales and customer support is a circle, not a line

Because they function as two separate departments, many businesses make the mistake of viewing sales and support as independent operations. They see the customer journey as a straight line where the customer comes into contact with the business, purchases a product or service and seeks help from support should any issues arise.

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