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.
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.
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.
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.
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…
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?
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!
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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