As we add more technology to our lives to meet our business needs, the customer support software system has become increasingly essential. It’s now much more than just a ticketing system! It’s evolved into a vital supply of customer data and information.
Knowing exactly what products your customers have is important. B2B (business-to-business) customer support is different than B2C (business-to-consumer), with product tracking being relevant in the former in order to have a successful support operation. Let’s go into more detail as to the key reasons tracking products is important and the specifics around the value of organizing products in customer support software.
Video is a great tool for improving the customer experience, even for business-to-business (B2B) organizations. This is especially true for customer support - according to Pitney Bowes, video content improves a customer's understanding of your products or services by up to 74%. Video tutorials show your customers the exact steps to take to troubleshoot or resolve an issue, breaking complex solutions into small segments that are easy to follow. Videos featuring actual agents via webcam also put a real face to your company, increasing its relatability, and makes customers feel more comfortable. Customer service expert Shep Hyken says seeing an agent gives customers a much more personal experience. They know that they're interacting with a real person who can empathize with their situation, not a robot. Here are a few tips for creating customer support videos for your customer support portal that are engaging, informative, and easy to follow:
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.
Excellent customer service can't exist within a vacuum. If a company's help desk software is separate from other business solutions, employees can't achieve maximum productivity and duplication is almost guaranteed - yet according to research by GetApp, a leading customer service reviews site, lack of help desk integration solutions is the third-most cited challenge regarding customer service. When providing support to business-to-business (B2B) especially, synchronizing customer data should be a top priority. By integrating cloud-based customer support software with other business tools, each department works more efficiently, and the company benefits as a whole.
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