Customer support and software development teams often have a complex relationship. Both departments need each other in order to be successful, but often they do not have the tools or processes in place to make the most of the valuable relationship.
From understanding the key differences, to learning how to make customer service a profit center and choosing the right support software to enable growth, this eBook explores the benefits of B2B customer support.
Customers are more and more frustrated with the level of service they experience these days, due to long hold times, repeating issues multiple times to different agents, and having to contact a company over and over for the same reason.
Customers actually prefer self-service, according to many studies and reports including Forrester's top trends in customer service. It provides fast answers, and eliminates the need to wait on hold when phoning support. But as with any factor of B2B customer support, there are best practices to follow in implementing self-service.