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Customers First: The Best B2B Customer Service Blog

How knowledge management improves customer support

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3 reasons a bad review is actually good

No matter how large or small your company is, you need to make a point to sort through customer feedback. Feedback in the form of reviews is probably one of the best ways to learn about what your company is doing right and what it isn't. The consensus among many business owners is that only small businesses really pay attention to customer reviews, but that isn't true. According to a BuyerView report by Software Advice, businesses with more than 500 employees were more likely than small businesses to pay close attention to customer feedback. Still, numbers for both large and small companies were high with 87 percent of large and 70 percent of smaller businesses utilizing and interpreting reviews to improve operations.


Online reviews can be an important tool for all businesses.
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Why an emotional connection is key to strong customer support


Customer service reps who make recommendations and share experiences can help build strong emotional bonds with customers.
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What's Your Sign? 6 Customer Support Lines That Stink

As a regular human being who uses products and services just like anyone, I have had my fair share of both good and bad customer service experiences, and a few recent ones inspired me to share a list of 6 "canned responses" or "lines" that are often used and shouldn't be. If you're one of the good guys (and I know you are, otherwise you wouldn't be reading this blog) it might help improve your customer support even more - or at the very least, give you a little chuckle.

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Lessons Learned from (almost) Getting Hacked

I knew it was going to be a long day when I received three emails, to three different addresses of mine, which looked suspiciously like a phishing attack. Unfortunately, these emails all came from one of my employee’s TeamSupport.com email account.

“Uh oh” was my first response.

It got worse when, just a few moments later, we started receiving tickets from customers into our support queue telling us that they had received the same email.

Our immediate thought was that somehow TeamSupport had been hacked and our customer list had been compromised. Worse, was it possible that customer data had been hacked? For the CEO of a cloud-based application company, this is about the worst-case scenario — we spend a lot of time and effort on data security, and our customers trust us to keep their information private and secure: Any breach of that trust is a major issue.

Just in case anyone is panicking (like I was that morning!), let me jump to the end of the story quickly:

TeamSupport was not compromised at all, and no customer data was breached.

Now that we’ve cleared that up, back to the story...
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