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Getting the Focus of Customer Support Back on the Customer

July TeamSupport Product Update - New Features

We've been busy making changes and adding features to TeamSupport customer support software over the past few months and we'd like to share them with you! Rather than send a bunch of separate emails, we thought we'd post a product update and run through the various additions.

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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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The Difference Between B2B Customer Support and B2C

What Does B2B Mean?

Here at TeamSupport we use the term “B2B” a lot, but I’ve realized that not everyone knows what it means or why it’s important.

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Customers Really Do Value Better Customer Support

I recently had the opportunity to attend two of our customer’s user conferences, and it was a great experience.

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Help Desk Software Can Integrate With Your Business Tools

Your collaborative customer support software can do more than free up service agents’ time and provide a top-notch customer experience. Did you know that your software is able to integrate with your other office tools? By using it with your CRM, your help desk software can become the central hub for everything that makes your business tick.

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Understand Your B2B Customers Better

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