How to Optimize Your Main Company Website for Customer Success

A company website is important to any business. It’s your face and first impression to all different types of people – prospects, investors, researchers, and more – and putting the right content in front of the right role makes a difference.

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.

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 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...

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.

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.

Business Tools to Enhance Your Integrated Help Desk Software

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 integrated help desk software can become the central hub for everything that makes your business tick.

Can You Automate Your Social Media Customer Experience?

Over the last 10 years, business owners have seen social media become an integral part of the customer experience. As a result, automation tools began to flood the market. But can the social part of the customer experience be automated?

How to Create a Great Customer Experience

Providing a customer experience is more than face-to-face interactions or a conversation over the phone. Not every client wants to interact that way, yet they still want that personalized service, or a customer experience.

Why (At Least Some Of) Your Knowledge Base Should Be Public

It took a lot of time and effort to build up your customer support knowledge base. When you add it all up, hundreds – if not thousands – of man-hours went into crafting articles, creating how-to videos, and optimizing the search function within your support software. Not only that, it’s a living database that’s constantly growing and updating. When considering all that went into building this database of information and the effort it takes to maintain it, it’s easy to recognize your knowledge base as one of the most valuable tools in your customer experience plan. However, is that true if no one knows about it?

Customers Stay When You Provide Excellent Customer Service

Investing in your customer support team can have a tremendous impact on your bottom line. According to an article posted by the Harvard Business Review (HBR) on August 1st, 2014 by Peter Kriss, customers are more likely to stay with a business that gives them an experience that meets and exceeds expectations.



Free Whitepaper: Tiered Support is Dead

Learn why so many businesses have shifted away from tiered support to a data-driven collaborative customer support model.

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