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.
There are A LOT of features available for companies to choose from when deciding what’s important in their Business to Business (B2B) customer support software solution. We made this list to help companies think about the key features these solutions offer and their value.
It’s usually pretty difficult to tell when it’s time to upgrade a software system, especially when it comes to your help desk software. Even in the best cases, an outdated or small help desk system can be frustrating for everyone involved. Users are already upset that something isn’t working right on their end, and sometimes they have trouble being patient while your team searches for a solution.
Properly managing your help desk software is just as important as what solution you choose. Even if you have the best technology, if it’s not properly configured the software can create problems and hostility with its users. One of the best ways to optimize how employees utilize your help desk system is through implementing custom fields. Not only do they save time, but they also improve the communication of your team with customers and even between departments. Here are a few ways on how to set up a help desk software properly with custom fields to save time and money…
The amount of focus companies devote to customer experience and engagement has continued to increase. Especially for companies who can’t beat their competition when it comes to price, an excellent customer experience can be a key differentiator. This is especially true in the B2B industry, where companies are often willing to pay more for a better experience. One of the best ways to improve the help desk portion of the customer experience is by utilizing external help desk software.
Here at TeamSupport, we're always striving to create a better help desk experience for customers in the business-to-business (B2B) industry. Last week, we were honored and humbled to learn that we have been named a "Leader" by independent research and review firm G2 Crowd in their latest G2 Crowd Grid® for Help Desk report.
Companies are always looking for ways to improve how they work together and with others. Whether it’s internally or with customers, having the right information at your fingertips is necessary to keep up in the fast-paced business world. But how does this era of connectivity, where information is shared seamlessly between individuals and groups, impact a help desk team and the tools they use? Here are some of the key help desk integrations utilized by software solution providers so employees can get the information they need.
It’s easier and more profitable to sell to returning customers than to new ones. In an era of empowered consumers, companies are looking for ways to reduce customer churn with positive customer experiences. As technology empowers consumers, it also enables businesses; operational needs are being met with digital, primarily Software-as-a-Service (SaaS), solutions that can improve performance, efficiency, and results.
In business, we almost always seem to be chasing the next big thing. Maybe it’s because new is often equated with being better or superior, but sometimes it’s essential to look at what you have and how you can improve upon it. Just like with your health, a “check up” is necessary from time to time in the help desk industry to make sure everything is working as it should. This is especially true with a solution like help desk self-service, which according to Gartner is among the top 3 priorities businesses are working on to improve their customer’s help desk experience.
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…
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