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Customers First: The Best B2B Customer Service Blog

Guest Blog: How Technology Builds Customer Loyalty

These days, technology is everywhere. Technology affects just about everything the modern human being does, and it even leaves its prints in the business world. One example of this is the way that technology works towards building better customer loyalty towards your business. In order to build customer loyalty through technology, it is crucial for businesses to be interactive with their customers, as well as efficient in delivering assistance. Here are some ways that modern-day technology allows for companies to achieve these levels of responsiveness and efficiency and, as a result, build customer loyalty.

Live Chat Features
Live chat features are a great way for businesses to be more interactive with their customers. Live chat features are chat windows on websites that customers can use to speak to representatives from the company that the website belongs to or is associated with. Even though live chat features may not seem very effective at first glance, consumers are given immediate access to the assistance they need, and this help is delivered in seconds. This is extremely important to consumers, and this does wonders for building their customer loyalty. When a business appears friendly, helpful, and efficient, customers feel more trust towards them, therefore increasing the loyalty towards a given company. Live chat features wield important results for customers, and therefore they are an extremely helpful addition to any business website. 

Social Media Customer Service
In the past decade, social media outlets have taken their places in the technological world and in the lives of customers. Social media is always around us, and it is always affecting how any business runs. It is an important part of how the public views, interacts with, and feels about a company. To not use social media for customer service or for getting to know customers would be a great disadvantage to any company. For this reason, many businesses use social media customer service to their advantage to build customer trust and loyalty. Examples of social media customer service include businesses replying to tweets and mentions with offers of assistance or liking and providing a support button on Facebook in order to be friendly and provide help to customers. Social media customer service is all about companies being more interactive with customers, while also increasing the efficiency of the business in the eyes of the consumers. As a result of this responsiveness, customers are able to experience businesses on a more personal level while receiving the assistance they need, therefore building better customer loyalty towards a company which is utilizing social media.

Customer Support Software
Customer support software is one of many help desk solutions that businesses utilize. Support software exists in order to help customers and businesses alike, and is a great storage device for customer data. Through customer support software customers are able to get the help they need from companies, therefore building their customer loyalty to a company even more. This also makes customers feel as if though their comments and questions are valued, and they will appreciate that they are not being ignored. Customers’ time and opinions are valuable to the progress and improvement of a company, and customer support software allows businesses to utilize these resources rather than waste them. Companies are able to address complaints and concerns using this advanced software, and customers are able to get the results they want and need from the businesses that they depend on every single day. Customer support software can have a very important hand in building customer loyalty towards companies if it is used properly by these businesses.

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Why Customer Experience is even more important in B2B

In today's business environment, we all know customer experience is important, and we've all heard about social media's impact as the new "word of mouth". Stats often point to each person telling at least 7 (sometimes as high as 20) other people about their experience with a brand. That's scary enough, but now consider that if your customers are other businesses, they inherently have multiple people working there and using your system. So not only can each individual user (or contact) spread the word via social media, they are going to talk to each other.

 

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5 Tips to Improve the Customer Experience and Increase B2B Efficiency

Customer Experience is arguably one of the hottest buzz words of the year, with benefits like better customer retention, lower operating costs, increased sales, and faster growth. Of course creating (and keeping) happy customers is a goal of any B2B support organization, but it can be a bit daunting.

Rest assured, despite the hype, the fancy words, and the complicated definitions found across the world wide web, the truth is it can be one of the easiest metrics to impact without breaking the bank. Software Advice recently published an article with 5 essential tools for improving the customer experience and we wanted to share it with you.

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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?

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From the CEO: How to provide the best customer service

At TeamSupport, we believe that by understanding three social trends you'll be able to deliver the best customer support

Robert C. Johnson, TeamSupport CEO

Customer support today is vastly different than it was just 10 years ago. Early in my tech career, the phone was the primary method of support, and the big “cutting-edge” technology involved automated phone trees that would seek out the right engineer at 3 a.m., wake him up and connect him to the customer needing help.

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