Dallas, TX, USA
May 26, 2020   |  By Matthew Brown
Creating strong relationships with your customers isn’t something that happens overnight. And, every customer has a unique personality and perspective on business relationships. Ever been around a group of young pups? They may have the same parents and even look alike (i.e. adorable with tiny floppy ears) but talk about some unique personalities! It takes time and effort to understand individual pups and businesses alike, but once you do the end result is very rewarding.
May 21, 2020   |  By Matthew Brown
Did you miss Part 1 of this series? It was quite a show! Luckily, you can still go back and read it! We’re looking at different B2B customer support channels from two distinctly opposite perspectives: cost center (support is a necessary evil of business) and profit center (support can hold its own in the revenue generation conversation). In Part 2 we are looking at two of the most modern support channels, self-service and visual support. And we’ve got a bonus at the end!
May 19, 2020   |  By Matthew Brown
There are two types of people in the world. The first type thinks B2B customer support is a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have. The second type thinks B2B customer support is a profit center. Support may be part of a successful business, but that’s because they are a part of a greater revenue generating team.
May 14, 2020   |  By Matthew Brown
Does your company currently measure customer satisfaction? If so, how accurate and time consuming are your measurements? With so many different touchpoints factoring into customer satisfaction, from ticket response time to NPS (Net Promoter Score) and everything in between, getting actionable information in a timely way can be a challenge. This doesn’t mean you should take the easy way out when it comes to measuring customer satisfaction.
May 12, 2020   |  By Matthew Brown
The final part in our three-part series on changing support software is all about the tactical aspects. In Part 1 and Part 2, we discussed how to identify if your company needs to switch and how to choose the right solution if you do. Now, it’s time to get into actually making the switch happen so you can enable a support team with happy agents that serve happy customers--complete with rainbows and unicorns!
Sep 3, 2018   |  By TeamSupport
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.
Sep 3, 2018   |  By TeamSupport
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.
Aug 1, 2018   |  By TeamSupport
Customers know when you are using a script, and they don't like it. Scripts are impersonal, irritating to customers, and demotivating to your customer support team..
Aug 1, 2018   |  By TeamSupport
This eBook provides tips and best practices for ticket management in customer support.
Jul 1, 2018   |  By TeamSupport
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.
Apr 30, 2020   |  By TeamSupport
Learn all about SLAs (Service Level Agreements) and how they can be leveraged within TeamSupport to optimize the customer experience.
Mar 26, 2020   |  By TeamSupport
Learn all about how to customize your ticket page and using ticket widgets to improve agent efficiency!
Feb 27, 2020   |  By TeamSupport
Learn all about the many ways you can customize your customer hubs in TeamSupport to create a unique and efficient self-service experience for your customers!
Jan 29, 2020   |  By TeamSupport
Learn all about products and inventory in TeamSupport so you can know even more about your customers and improve their support experience.
Dec 19, 2019   |  By TeamSupport
Tasks and Reminders in TeamSupport are a great way to manage group projects, complete small tasks, and help nurture the customer relationship.