Team Support

Self-Service Checklist – What You Need

TeamSupport

Imagine you just bought a brand new guitar and you’re ready to shred. Your amp is on and set high, your cords are all plugged in, you’re ready to jam. You strum an E major chord only to find that it plays an F minor – not good.

Why your business isn’t customer centric

TeamSupport

Raise your hand if you’ve heard that your business needs to be customer centric. Now raise your hand if your business is customer centric.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

What a 360-degree View of a Customer Looks Like

TeamSupport

Rome wasn’t built in a day – and it didn’t fall in one either. Come the 4th and 5th centuries, the leaders neglected the needs of their various peoples, and oftentimes, as in the case of Majorian , they seemed outright surprised at the unpopularity of some measures.

NPS 77

Introducing the Hub SDK Improvement for Messaging and Live Chat

TeamSupport

Living in the Digital Age, so much of our lives are saturated with data and information.

Data 79

How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

What Does Customer-Centricity Even Mean?

TeamSupport

Like people, a lot of businesses like to think that by saying that they have certain traits, then they automatically have those certain traits. Take being customer-centric , for example.

What Does Customer-Centricity Even Mean?

TeamSupport

Like people, a lot of businesses like to think that by saying that they have certain traits, then they automatically have those certain traits. Take being customer-centric , for example.

What is a Customer Pipeline and What Can It Do For You?

TeamSupport

If your B2B business is aiming to grow in 2022 (whose isn’t?) then chances are that your sales team is chasing new business. It’s a reasonable strategy – new business acquisitions means more revenue. But what if this new business is replacing churned customers and there is no net growth?

What is a Customer Pipeline and What Does It Do For You?

TeamSupport

If your B2B business is aiming to grow in 2022 (whose isn’t?) then chances are that your sales team is chasing new business. It’s a reasonable strategy – new business acquisitions means more revenue. But what if this new business is replacing churned customers and there is no net growth?

3 Reasons Why Your B2B Business Needs Live Chat In 2022

TeamSupport

In today’s world, a proactive and communicative customer experience is a necessity. Companies can no longer afford to be aloof in the digital space.

B2B 77

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

What is Customer Success, and What Is It Not?

TeamSupport

Some words are used so often that their meaning is blunted or outright transformed. One of these such words is “success,” and depending on the reader, can mean anything from “victory” to The Weather Girls’ album.

How Chatbots Have Improved and Elevated The Human Experience

TeamSupport

Ever wish a robot could cook or clean for you? We might not be on Jetsons-level technology, but for customer service and sales professionals, the robot assistants are already here. When you hear “chatbots” what do you think of?

Upgrade Customer Support Agent Performance with Supervisor

TeamSupport

Training new hires on the fly isn’t easy and yet it’s quite common. When a support team is missing hands, chances are that new support agents will be hitting the tickets with precious little preparation. Needless to say, this can quickly lead to problems with customers.

Will Customer Service be Replaced by Robots?

TeamSupport

What colors our imaginations? When it comes to our concepts of artificial intelligence and robots, how much of it is affected by what we’ve seen on TV and in the movies, from The Matrix to Blade Runner ? Beyond that, how prominent is the fear of automation taking jobs from humans?

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

What to Say to an Angry Customer – 6 Quick Tips

TeamSupport

When it comes to angry customers, you can never put in too much heart. But sometimes it can seem that the more care you put in, the outcome doesn’t change at all – the customer is just as angry.

Tips 65

How HIPAA-Compliant Live Chat Improves Patient Satisfaction

TeamSupport

What can be more important than patient satisfaction? Patient health naturally, but patient satisfaction isn’t all that far behind. For essentially any healthcare organization, patient satisfaction is the backbone of success, yet all too often it’s left on the backburner.

Cha Ching! How Support and Success Join Forces to Drive Revenue

TeamSupport

“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. This blog provides the highlights from their talk.

B2B 80

5 Steps To Providing Good Customer Service!

TeamSupport

This week is Customer Service Week – an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis.

How to Effectively Create a Frictionless Customer Experience in E-Commerce

Speaker: Ashlee Aldridge, Founder, Managing Partner and CEO - Reach Partners LLC | Bill Mirabito, Interim VP and Consultant, Chameleon Collective | Mike Leibovitz, General Manager of Digital Solutions - Pivotree

Join this exclusive conversation with our expert panelists and learn how addressing customer friction and smoothing out your digital customer experience will help you thrive as an e-commerce retailer - even when faced with adverse market challenges.

Part 2: Achieving Customer Success by Reducing Churn

TeamSupport

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The first way to do so is to ensure product adoption and use.

Part 1: Omnichannel Self Service for B2B Customer Support

TeamSupport

Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy.

Part 3: Three Ways to Achieve Success for Your Customers…and Your Bottom Line

TeamSupport

“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. The challenge is to gather and use the data from every interaction to move your team out of reactive mode and into far more effective proactive stances.”

How Technology Can Help Humanize Customer Support

TeamSupport

The current marketing environment has changed drastically. Customers are often in need of assistance and expect smooth interactions with the company.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Part 2: Increase Revenue Using Automated Customer Support Alerts

TeamSupport

In Part 1 of this series, we introduced ways that customer support can identify sales opportunities using ticket automation triggers in your TeamSupport B2B customer support solution.

5 Tips to Build a World-Class B2B Customer Support Organization

TeamSupport

A customer can be very satisfied with the products and services of a company, but that doesn't mean they’ll remain loyal. Competitors can attract them by offering better customer benefits, including proactive customer support. Customer experience is decisive for both satisfaction and loyalty.

B2B 77

How To Write an Inspiring Customer Service Vision Statement

TeamSupport

What brings meaning into your professional life —. The sense of self-fulfillment? Nice compensation? Friendly colleagues? Hold on a second. I realize this question is a bit heavy.

Part 1: Soft Skills Customer Service Staff Need to Make Customers Happy

TeamSupport

Customer service can effectively make or break your business in the eyes of customers. According to Small Biz Genius , 95% of customers indicated that customer service is a decisive factor in their brand loyalty.

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

FAQ: Retiring the SnapEngage Brand

TeamSupport

Everything you need to know about the upcoming sunsetting of SnapEngage. First of all, SnapEngage isn’t going anywhere. TeamSupport’s Messaging and Live Chat product is SnapEngage, but now with a new name and brand, and soon, an updated online presence on the parent TeamSupport website. You may have already noticed that we have been updating the name across channels and moved SnapEngage activity, such as blogs and social media, over to the TeamSupport site.

Part 2: Enabling Collaboration of Customer Support Teams in Remote Environments

TeamSupport

In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers.

A Tale of Two B2B Customer Support Departments, Chapter 2

TeamSupport

“It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness…” So begins the classic novel, A Tale of Two Cities , by Charles Dickens. It refers to the premise of the story: A time of despair and suffering on one hand, and joy and hope on the other.

B2B 79

Giving Thanks: 5 Ways to Say Thank You to Your Customers

TeamSupport

As we approach the Thanksgiving holiday in a year that has been fraught with anxiety and uncertainty, I thought we should pause and reflect on what we have to be thankful for.

How to Address the Needs of the Next Generation of e-Commerce Customers

Speaker: Jenn VandeZande, Head of Digital Engagement Strategy at SAP Customer Experience | Beth Scott, VP, Business Operations - Supply Chain | Nikki Grigsby, PHR, Chief Operations Officer at Syndigo | Levana Wang, Content Creator, Gen Z Expert

Join Jenn VandeZande, Beth Scott, Nikki Grigsby and Levana Wang for this insightful and topical conversation on the modernization of e-commerce tech.

Part 3: Taking “On-hold” Out of B2B Customer Support

TeamSupport

In Part 1 of this blog series we suggested tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. We continued in Part 2 exploring one way that customers can speed up the time to ticket resolution with live chat.

B2B 82