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Customers First: The Best B2B Customer Service Blog

How to Revitalize Your Custom Support Culture

A customer support culture is a delicate thing. One day morale can be great after an awesome company meeting or event, the next day it can be low when a mistake leads to a high volume of support tickets. Too many low days in a row can lead to a culture that’s headed in the wrong direction. But how can you revitalize your customer support culture to keep it fresh and make agents feel valued so they put their best foot forward with customers? Here are a few ways…

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Are You A Black Belt in Customer Support?

 

White Belt? Red Belt? Brown Belt? Like any topic, there are multiple levels of knowledge within the customer support industry. Our new quiz tests your knowledge to determine if you are a black belt and master of the customer support industry. Don't forget to share the belt you obtain with your friends and colleagues!

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5 Customer Support Trends to Watch in 2017

The customer support industry continues to change and evolve. It seems like only a few years ago technology like live chat and automated call-back solutions were all the rage and support professionals were trying to integrate these new technologies into their support solutions, and now they're everyday tools. But what are some customer support trends to keep an eye on in 2017? While they all may not rise to prominence immediately, here are five support trends to watch…

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5 Tips for Defining Support Ticket Severity

The definition of ticket severity comes in many flavors depending on opinions. Some support solutions 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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Australia Customer Service – 5 Things to Consider

As one of the top five predominantly English-speaking countries in the world, Australia is a common expansion destination for many global companies based in the United States, Canada, and the United Kingdom. But what should companies expect from Aussies in relation to customer service? Here are 5 things to consider when providing Australia customer service...

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