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Customers First: The Best B2B Customer Service Blog

5 Tips for Defining Support Ticket Severity

The definition of ticket severity comes in many flavors depending on opinions. Some support solutions have so many severity types to choose from it's overwhelming. Or others are so vague no one really knows what they mean. Both of these are not only confusing to the customer, but also confusing to the support team. The job of a customer support provider is to make your customers' lives easier and to make support as efficient as possible. With that in mind, here are 5 tips to define your support ticket severity:

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The relationship between sales and customer support is a circle, not a line

Because they function as two separate departments, many businesses make the mistake of viewing sales and support as independent operations. They see the customer journey as a straight line where the customer comes into contact with the business, purchases a product or service and seeks help from support should any issues arise.

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How proper support makes life easy for customers

If your business is like most others, it's probably taken steps to become more efficient. Maybe it introduced automated billing software, allowing accounting to process more invoices each day. Or, your business might outsource payroll, freeing your HR team from repetitive tasks. What you might not consider is that your customers want to operate efficiently, just like you. They want things to be easy instead of going through numerous steps that can take up their entire day.

The way you handle your support goes a long way toward helping or hindering customers in their efforts to become efficient. Making support easy from their point of view increases satisfaction and the relationship between the two of you. Here are a few ways customer support makes life easier for customers:

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Customer Service Reporting – Improve ROI with Analytics

Many areas of business have become data-driven and customer service reporting has become essential for many companies. With fewer customers picking up the phone and replacing these interactions with form submissions, live chats, and emails there are now many data points that create customer (and thus agent) intelligence that did not exist only a couple decades ago. But how can companies make sense of their customer service data and make it actionable to improve their overall bottom line? Read on to find out…

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The ROI of Customer Support

 We've addressed the issue of customer service as a profit center rather than a cost center a few times, but it's such an important topic that we wanted to address it again. Happily the great folks at Constellation Research feel the same way, and have published an informative research paper on exactly this topic. You can access the full report here, or read on for the highlights. 
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