Team Support

The 3 Secrets to a Great B2B Customer Support Team

Team Support

Creating a great support team isn’t something that happens in a day, a week, or even a month. It’s a long-term goal for many companies, and even when they get there, it’s important to sustain that excellence over time, particularly as the company grows.

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Five Customer Service Strategies That Win

Team Support

Simply put, your business needs customer service strategies that improve their productivity and customer satisfaction. The right strategies help your customers resolve their issues faster and enable your agents to provide better support.

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Maintaining Strong B2B Customer Relationships Without Face-to-Face Interaction

Team Support

In an era where remote work has become commonplace, many customer success managers aren’t too happy. Don’t the enjoy working from their home office? Sure, many professionals do, but their dissatisfaction is because the home office lifestyle inhibits their ability to meet face-to-face with customers.

7 Tips for Managing a Remote Customer Support Team

Team Support

For a variety of reasons, be it a cultural shift in the workplace or a major event like COVID-19, more companies have employees working remotely with little to no in-person interaction. And, for every time there's a remote employee, there's also someone who's tasked with managing a remote team.

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

5 Ways Great Customer Service Teams Work Through Emergency Situations

Team Support

Everything is moving along nicely with your company and then – out of nowhere – an emergency pops up.

The 7 Factors of Positive Self-Service Experiences

Team Support

As a customer, hearing the answer “go read this self-service article” from a support agent can be a frustrating experience. So many companies do self-service poorly that this type of response can feel like the agent is brushing the customer aside to focus on another issue.

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8 B2B Customer Support Breakthroughs to Prepare for In the Next Decade

Team Support

As we look forward into the next decade, let's first reflect back to the previous one and the impact it had on customer support. The 2010's was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before.

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6 Tactics to Focus on for Preventing Customer Churn

Team Support

The concept of “customer churn”, or customers leaving a business, is something that keeps executives around the world awake at night. Especially in the B2B (business-to-business) industry, losing just one major customer can make or break a business.

The 3 Tactics of Successful B2B Customer Support Phone Calls

Team Support

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients.

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A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

How to Properly Use Automated Phone Technology in Customer Support

Team Support

Automated phone technology, such as interactive voice response (IVR) menus, can save businesses time and money on customer support. These solutions route callers to the right people without the help of a human operator.

The Impact of Corporate Culture on Customer Support Operations

Team Support

All companies strive towards having a strong corporate culture. People make a business what it is, so keeping them happy, motivated, and positive has an impact on operations that is difficult to measure and describe.

5 Reasons Why Customer Support Systems are Essential to Great Businesses

Team Support

Customer support can be a challenge. Especially in the B2B (business-to-business) industry, the quick decisions your support team makes can have a profound impact on a customer relationship.

Why Facility Management Leaders Need B2B Customer Support Software

Team Support

The facility management industry is unique. You’ve got customers with all different types of buildings and a wide array of needs and demands. This means there’s isn’t a “blueprint” for how to deal with customer issues as they arise. Fortunately, B2B customer support software exists to help!

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How a Top 25 Most Trusted Brand Handed Their CX to AI

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

The Key 2020 Customer Service Trends You Need to Know

Team Support

The new year is here and with it comes our annual list of key customer service trends! Our 2019 trends article was a huge hit, so here’s what is set to make an impact in 2020…. 1) Innovative technology will empower service teams (not replace them).

Ticket Management for Dummies: Keeping Tickets Organized Truly Matters

Team Support

You get a support call escalated to you one minute, your boss tells you to call a different customer the next, and a few minutes later three new tickets hit your inbox, all with totally different issues.

SaaS Customer Onboarding: Why It’s Valuable to Software Companies

Team Support

Landing new customers is a hell of a lot of work for B2B (business-to-business) software companies. Even the easy deals require extensive brand awareness efforts, targeted marketing, testimonials, sales conversations, proposals, and so much more.

Proving the Value and ROI of a Customer Service System

Team Support

Creating a solid business case for customer service initiatives has been difficult in the past. There’s still a mindset in the workplace that customer service is a “necessary cost” and that’s it. You need customers to have a business, and they require customer service to stick around.

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How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Why Efficient Customer Service is Valuable to B2B Companies

Team Support

Please hold. There are 12 callers ahead of you. Your business is important to us. This scenario is still far too common in customer support, even in the B2B (business-to-business) industry where the average customer value is higher and business relationships matter more.

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The Value of the Post-Sale Customer Experience in the B2B Industry

Team Support

You’ve given them countless product demos. Made executive trips to their headquarters. Answered their questions on Saturday mornings. Invited their European team out to dinner. Your team put in the work and finally won the deal. Congratulations! Now, is it really on to the next one?

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Are You Taking a Data-driven Approach to Managing Customer Support?

Team Support

There’s no way around it – in the modern business world, companies need data from all areas of their business to keep up. One industry that hasn’t typically been at the forefront of the data revolution is customer support.

The Future of Emotion Detection in Customer Support

Team Support

Can you truly tell how a customer feels about your business? There are many different tactics that attempt to acquire this information, such as customer reviews and NPS (net promoter score), which may or may not provide an accurate assessment of overall satisfaction.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

­­Understanding B2B Customer Support in the UK

Team Support

As technology continues to move forward, more companies are seeing an influx of international customers that didn’t exist a decade ago. For many companies based in the United States, a large percentage of their new international customers are from the United Kingdom (aka “the UK”).

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­What You Need to Know About B2B Customer Success to Beat Your Competition

Team Support

Great companies have always cared about their customers. When a customer pays for a service or offering, it’s up to the company to make sure what they paid for meets their needs. In the past, this may have meant a follow-up call or two, and then the company moved on.

3 Ways Knowledge Management Solutions Create Happy Employees and Customers

Team Support

In the business world, knowledge is power. A team of bad ass, knowledgeable employees will impress even the most difficult customers. However, finding the right people to build a team like this isn’t easy and can take a lot of time. In many companies, knowledge is acquired through direct experience.

Understanding the Customer Service Expectations of B2B Customers

Team Support

The difference between a B2B (business-to-business) and B2C (business-to-consumer) customer is night and day. To most B2C companies, customers are a dime a dozen. A B2C company isn’t focused on their current customers nearly as much as acquiring new ones.

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Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

When Should You Close a Ticket? Evaluating Different Strategies to Increase Satisfaction

Team Support

For support agents, ending the conversation with a customer can be a mixed bag. With some customers, the conversation just flows naturally, and a clear end happens organically. Other times, acquiring and sharing information can be a painful process.

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The Blueprint to Scale Your Customer Support Operations

Team Support

Seeing a business grow in front of your eyes is exciting. You’ve got a product or service people love, and you’re getting new customers all the time. However, with this excitement often comes growing pains.

The Top 5 Most Important Metrics to Customer Success Teams

Team Support

With more companies creating and expanding their customer success teams than ever before, it’s critical that leadership focuses on the right metrics to accurately gauge their work.

What are the Different Support Channels B2B Companies Should Offer?

Team Support

B2B (business-to-business) customers are becoming more demanding. After experiencing some of the more modern support methods in their everyday B2C (business-to-consumer) lives, they are increasingly expecting B2B companies to keep up.

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3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.

The Importance of Combining Your Learning Management System and Customer Support Software

Team Support

Many businesses are looking for new ways to improve and strengthen their own customer relationships. They’ve hired a great team of account managers, have incredibly knowledgeable support agents, and have provided them with the technology needed to succeed.