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Customers First: The Best B2B Customer Service Blog

5 Help Desk Ticketing System Must-Have Features

To increase business efficiency you want the best help desk ticketing system possible. Not only will a great help desk solution eliminate confusion and enable your team to better help customers, it can streamline your entire customer service department.

In your search for the best help desk application for your business, look for the following 5 features that are a must-have for any business-to-business (B2B) customer support solution.
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TeamSupport Earns Top Help Desk Software Rating from G2 Crowd

G2 Crowd just released their Top Help Desk Software lists and we're proud to be ranked #1 Help Desk Software among mid market users! We also received a top rating in the Small Business category with a 93% satisfaction score, and snagged the #6 spot for Enterprise Businesses.

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Why Top 10 Help Desk Lists aren't all they're cracked up to be

As the importance of customer service gains popularity in the media and in businesses especially, more and more "help desks" are coming out of the woodwork. Of course along with those, are the so-called "top 10 (or top 20) best" lists for help desk software. The issue with many of these is that they lump anyone who calls themselves a help desk under one category - so you often see a hodge podge of internal IT, live chat, and even call center software. For the buyer looking for customer support software, to assist in their customer support efforts, it can be very confusing and even misleading. Add to this the fact that there are vast differences in the requirements of a company providing B2C support vs B2B support, and also between internal vs external help desk functions, and you've got a recipe for frustration.

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Help desk software should grow with you

When companies are just starting out, customer service is a top priority. Not only does an engaged support team serve as a valuable resource for businesses to gain insights for improvement, these staff members play a vital role in customer retention. However, at the beginning stages of a new business, funds are often low and the customer service offering is typically limited to a handful of knowledgeable employees and a variety of manual processes for tracking client concerns.

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Help desk software should fit your business

Before partnering with any type of software provider to facilitate their business, wise decision-makers take the time to ensure the product fits well with their mission, purpose and offering. Businesses must be certain their support platforms are fully integrated into their software or services, because doing so is a means to providing cohesive and positive customer service. Additionally, leveraging customer support software that adequately fits your business needs is extremely important for achieving operational efficiency.

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