Implementing change in large organizations is always a challenge, and the City of Copenhagen, with its 45,000 employees, is no exception. Three years ago, we embarked on a journey to implement a central enterprise service management portal using ServiceNow HR Service Delivery. Our objective was to improve the employee experience.

Many small and midsize businesses (SMBs) rely on a patchwork system of multiple tools just to capture customer information and respond to requests. This can result in time wasted, missed requests and lost sales—not a great look for a growing business. What’s more, these workarounds and stopgaps simply don’t scale. As your business matures, your technology needs to mature too.

How a support agent is introduced to a new role and how they’re coached until they can get up to speed plays a huge role in their performance throughout their career. In fact, organizations with a strong training and onboarding process improve new hire retention by 82% and productivity by over 70%1. So, it’s vital that you train and onboard your agents well, especially in a remote work environment.

According to the Zendesk Benchmark, it takes an average of 24.2 hours to provide the first response to an internal support ticket. And internal support teams receive around 492 tickets per month. This means that help desk agents in internal support teams have to spend approximately a whopping 11906.4 hours to solve tickets per month which leads to attrition. Moreover, the cost of manually handling a help desk ticket is $22.

The right B2B customer support software means never having to say goodbye. In our first blog post in this four-part series we introduced the top pain points reported by B2B customer support professionals and how the right B2B customer support software will help you solve for all of them, starting with using a B2B help desk ticketing system instead of your inbox to resolve issues in a more timely, efficient manner.

People barely consider email tracking to be a new thing these days. Salespeople and marketers have been using it for the last 15 to 20 years to engage with leads in a better manner and develop an email marketing strategy that actually delivers! Some of you might be wondering – what exactly is email tracking? And is there a hidden opportunity to use email tracking to provide better customer service? Keep reading to find out.

Efficient and productive customer service representatives are a baseline, not a gold standard. A recent Aberdeen report reveals that forward-thinking customer service organizations have developed strategies to directly benefit customers by making engaging with brands more convenient. These companies understand that effortless service experiences create a competitive advantage.

Finance aside, the majority of business challenges faced by management teams are deeply rooted in a need to build customers’ trust in the brand or to improve operational efficiency. The concern is well-founded. Businesses will face these challenges regardless of the size, industry, or approach.