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Getting the Focus of Customer Support Back on the Customer

How to Maintain Accurate Customer Support Reports and Metrics

With more companies discovering the value of customer support, and how it’s now a profit center and no longer a cost center, company executives are placing a higher value on support metrics. Data is king in modern business, with more decisions being driven by analytics than ever before. So, if you’re a customer support leader, how can you maintain accurate reporting and metrics in your customer support software? Here are some of the best tactics…

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The Importance of Task Management in Customer Support Software

Like any business, we all have different customers with different needs. Some customers have basic issues, while others have highly complex problems that can’t be solved in a single response by even your best agents.

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Flexible Support System: Creating Personalized Customer Experiences

Throughout our personal and professional lives, we experience elements of personalization on a daily basis. “Have it Your Way” is now more than just a catchy fast food slogan, it’s a way of living as we’re able to customize both mundane and large events in our lives. From brushing your teeth every day with a customizable smart toothbrush to a car that programs seats and mirrors at the push of a button, placing yourself in situations created just for you has never been easier.

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CRM Best Practices That Make Customer Support Software Efficient

Now popular among businesses of all industries, CRM (Customer Relationship Management)  systems are vital to the success of any business. Not only do they work well to keep current customers happy, but they also are frequently utilized to nurture relationships with prospective customers as they look to switch vendors. But what exactly is the relationship between a CRM and support software? How do the two systems work together and, more specifically, what can be done within the CRM to help solve customer issues faster?

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5 Customer Support Habits Your Team Should Always Follow

Maintaining good habits can be tough and breaking bad ones can be even more difficult. From simply taking a few minutes each morning to brush your teeth to running three miles a day, habits come in all shapes and sizes. One specific area where we develop many habits is in the workplace. Maybe we’ve grown accustomed to putting off calls until the end of day, but habits at work can be subconscious and might even be hurting your business. Here are five good customer support habits to make sure your team follows so you can keep customers happy…

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