We hear and see a lot about social media in both marketing and customer service these days. As a fellow B2B product/service provider we often wonder how much social media really plays a role in customer support for business customers, and a recent study from GetRank confirms although it is being used more commonly, among small and medium businesses (SMBs) it hasn't been widely adopted. Phone and email/web forms still top the preferred channels for business customers.
In Part 2 we addressed what buyers are looking for when they consult online reviews and how to collect them, including supporting stats from the research conducted by Software Advice, in their survey of 386 B2B software buyers.
- 71% of buyers will only consider reviews written in the past 6 months
- 47% of reviewers said being asked for a review didn't bother them at all
- Half of users actually leave reviews to provide product feedback re: feature requests and bug fixes
Now that we understand the importance of reviews, as well as why people leave them and how to collect them, it's time to address the scary part - What about negative reviews?
TeamSupport helpdesk software’s CEO Robert C. Johnson shares the questions he asks new hires and employees to build one of the industry’s best customer support teams
If your company strives to offer the best help desk solutions, the first step is to assess the leadership style of each customer support agent. In this short video, Robert C. Johnson, CEO of TeamSupport.com help desk software, presents a handful of questions to determine the leadership philosophy of your customer service team.