The world is changing rapidly. What used to be sufficient for supporting customers is no longer enough. 73% of...
How Are Customer Service Chatbots Revolutionizing Support | #customersupport #supporticket
Much like every other aspect of virtually running a business, technology has drastically changed customer serv...
Increase Revenue Using Automated Customer Support Alerts | #customersupport #supporticket
Here at TeamSupport we talk a lot about tools you can use to gauge customer sentiment and measure the overall health of the relationship you have with each of your customers. Why is this important? Because of the high-value nature of B2B (business-to-business) customers, missing the signs that one may be unhappy or at risk of leaving can prove costly.
10 Commandments to Become a Customer Support Rockstar in 2021 | #customersupport #supporticket
Gone are the days when customer support was just about resolving your customer’s issue. It has now become a ke...
Nine reasons your customers want to be able to text support | #customersupport #supporticket
Texting is one of the most used forms of communication. In the United States alone, 5.5 billion text messages ...
Miracle Man: How This IAS Officer Built A 100 Km-Road Without Any Govt Support
Those who are passionate to reach their goals can even build a bridge of pebbles across the ocean, goes a sayi...
Google Tables Can Help with Projects, Products, Support
Thanks to a new service from Google, small and mid-sized merchants may have a new option for lightweight proje...
How Customer Support Drives and Grows Recurring Revenues | #customersupport #supporticket
“Customers buy products to enable and streamline their business operations. Services drive recurring revenue by helping customers to successfully adopt and apply products.”
A Tale of Two B2B Customer Support Departments, Chapter 2 | #customersupport #supporticket
“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. And it’s how we began our story of two B2B customer support departments.
In Chapter 1 we meet Jack who is suffering with a customer support department that still struggles with silos between support, sales, and product teams, using e-mail to manage support tickets, and no visibility into the history of the customer issues; and Emily, whose customer support department works collaboratively with sales and product teams to resolve issues, provides tools and resources that help educate users making the most of the solution, and focuses on building relationships rather than closing tickets.
We continue the story in Chapter 2.
Jack is hearing word that the company just lost another big account. His customer support team is starting to doubt their ability to support those that need it. “Should we have seen it coming?” “We’re trying to provide good service, what can we do better?” “I know it’s not our fault, but we just don’t have the tools we need to solve complex issues when we’re so bogged down with a high volume of basic tickets.” “I wish we could get more help from the product team.” Sales is blaming customer support for losing the customers they worked so hard to bring in.
Emily and her B2B customer support team use a B2B customer support software
A Tale of Two B2B Customer Support Departments, Chapter 1 | #customersupport #supporticket
“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.