Is On-Premise Software Dead? Why So Many Companies are Moving to SaaS

When evaluating software, it’s easy to fall back on what you’ve done in the past. Your work computer likely has Windows and the Office suite installed directly on the machine, so why shouldn’t you have software for sales, customer support, marketing, or other industries right alongside it?

How to Personalize B2B Customer Support Experiences at Scale

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. You know this. But, knowing something and doing something to make it happen are two different things. Making customer support personalized, then continually improving upon the experience is what truly shows your customers that they are a top priority for you.

4 Ways the Customer Support Process is Like a Sales Funnel

As professionals, it can be surprising how roles within a business that seem completely opposite really aren’t that much different. A product manager and a technology stack manager may seem like they have nothing in common with their day-to-day work life, but take a step back and you’ll see both roles are constantly evaluating processes and solutions to ensure everything is running smoothly.

The Impact of Virtual and Augmented Reality in Customer Service

Thanks to technology, we live in a world that is ever-changing and evolving. It may seem hard to believe, but only forty years ago if you wanted to communicate a message you had to pick up the phone or write a letter. There wasn’t any email, texting, or social media. Now, the ways we communicate and share information are instantaneous and can become extremely immersive.

CUSTOMERS: THE GOOD, THE BAD AND THE UGLY

Guest Post: Not Everyone Makes a Great Customer

How Customer Support Chat Solutions Can Meet Modern Demands

Think about a day in your life for a moment. Maybe you wake up and group text your friends about lunch plans and then chat with a friend on Facebook Messenger as you ride the train to work. You then sit at a desk and respond to emails and instant messages throughout the day until it’s time to head home. We communicate with more people than ever, in a more instantaneous way, yet most of us actually talk less than even a decade ago. So what does this mean for customer support? It signifies a shift in how people communicate – they want answers now, but don’t always want to pick up the phone to get them. This communication preference is where chat has become valuable to customer support as it enables new support opportunities. Here are 8 ways a chat feature in customer support software can be utilized to meet the communication preferences of the modern day customer…

Better Customer Service Means Better Customers

It’s Monday morning and the last place you want to be after a stressful weekend at your in-law’s house is at work. You’d much rather be at home or perhaps at a spa. But as luck would have it, not five minutes into your day you get an upset customer going off about how their Handy-Made 5000 broke on first use and your company makes shoddy products and needs to replace it immediately. Could the day get any worse?

Customer What?!? Decoding Customer Support Terms for 2017 - ASP Report Summary

There are many terms in customer support that are used interchangeably, sound the same, or are just plain confusing! For example - help desk, customer support, and customer service - is there really a difference? That's another blog post, but today we want to talk about the latest buzz words in the industry and try to shed some light on the subtle, but important, differences between customer success, customer experience, customer satisfaction, and customer effort. Our good friends at the Association of Support Professionals (ASP) recently published a full report on this topic, and it inspired us to write this post!

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.

How to Revitalize Your Customer 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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Free Whitepaper: Tiered Support is Dead

Learn why so many businesses have shifted away from tiered support to a data-driven collaborative customer support model.

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