TeamSupport

MARCH 23, 2021

Competitors can attract them by offering better customer benefits, including proactive customer support. Customer experience is decisive for both satisfaction and loyalty. However, most companies do not offer great customer experiences. This shows that B2B organizations need to focus more on their customers.

B2B 105

B2B Customer Support Self service Big data 105

ShepHyken

DECEMBER 9, 2024

However, I also realized that even B2B buyers prefer to buy from a salesperson or a company that has better customer service. My Comment: Customer service is more than a department that answers questions or fixes problems. Customer service must be baked into the entire customer journey, especially in sales.

Customer Service 187

Customer Service B2B Sales Self service 187

ShepHyken

SEPTEMBER 1, 2021

The reason I bring this up is that I get pushback from the B2B world. Some of my B2B clients don’t think they have to meet Amazon’s level of service. You may not compete with Amazon, but Amazon is molding your customers’ perceptions about what goes into good service and a positive customer experience.

B2B 378

B2B Healthcare Customer Experience Customer Support 378

TeamSupport

NOVEMBER 4, 2020

And it's how we began our story of two B2B customer support departments. His customer support team is starting to doubt their ability to support those that need it. Sales is blaming customer support for losing the customers they worked so hard to bring in. Should we have seen it coming?”

B2B 98

B2B Customer Support Finance Sales 98

TeamSupport

JULY 6, 2020

because of all of the e-mails related to support tickets piled up? This is one of the top pain points reported by B2B customer support professionals, and this four-part blog series will explore how the right B2B customer support software will help you solve for all of them.

B2B 104

B2B Customer Support Service level Management 104

TeamSupport

SEPTEMBER 21, 2020

Ever since AI came into existence, it has been significantly impacting various sectors, including contact centers and the B2B industry. So, it’s no surprise to see that the B2B customer support industry has been among the most impacted. The main focus of B2B companies is to offer unmatched support to their customers.

B2B 98

B2B Customer Support Chatbots Consulting 98

TeamSupport

AUGUST 10, 2020

In Part 1 of this blog series we suggested tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. We continued in Part 2 exploring one way that customers can speed up the time to ticket resolution with live chat. Download the MachMotion success story to learn more.

B2B 98

B2B Customer Support Management Customer Service 98

TeamSupport

JULY 13, 2023

And the B2B customer support industry is no exception to this transformative force. In our realm, businesses are looking to use AI technology to improve their operations, provide exceptional service, and increase customer support efficiency.

B2B 98

B2B Customer Support Customer emotions Customer Care 98

ShepHyken

OCTOBER 25, 2021

Read this article and learn more about what customers expect. 4 Ways Chatbots Can Fail at Customer Experience by Phil Britt. CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. 27 Helpful Customer Support Tools and Resources by Jesse Short.

Customer Service 383

Customer Service Chatbots B2C Consulting 383

TeamSupport

SEPTEMBER 23, 2020

The main focus of B2B companies is to offer unmatched support to their customers. In Part 1 of this series we introduced the first two of five ways AI is impacting the B2B customer support sector. Assisting Customer Support Specialists. Here are next three ways. In Summary.

B2B 96

B2B Customer Support Chatbots Consulting 96

ShepHyken

MAY 23, 2018

86% of surveyed customers said that if there was an emotional connection with a customer support agent and the customer felt they were cared for and valued, they would be willing to continue to do business with the company again. The numbers are different in the B2B world, as the customer may have fewer options.

Customer Service 252

Customer Service B2B B2C Surveys 252

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

TeamSupport

JANUARY 12, 2021

ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry that is now available for download. Part 1: The Transition of Support from a Reactive Transactional Model to a More Proactive and Preventive Approach. For revenue to continue to flow, customers must continue to use products.

B2B 86

B2B Customer Support Technical Support Coaching 86

TeamSupport

AUGUST 5, 2020

In Part 1 of this blog series we started exploring tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. Now in Part 2 of this series, we’ll explore one way that customers can speed up the time to ticket resolution with live chat. Let’s Chat! To Bot or Not to Bot?

B2B 89

B2B Customer Support B2C Personalization 89

TeamSupport

AUGUST 26, 2020

In Part 1 of this blog series on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. Next, we explore how to use reporting to determine how happy your customers are and what to do if they’re not.

B2B 98

B2B Customer Support Coaching Metrics 98

TeamSupport

JULY 8, 2020

The right B2B customer support software means never having to say goodbye. When you implement a B2B customer support software like TeamSupport, you can measure how happy or frustrated your customers might be and take proactive steps with customers who might be in danger of leaving.

B2B 86

B2B Customer Support Metrics Technology 86

TeamSupport

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

B2B 81

B2B Customer Support SaaS Strategic Value 81

TeamSupport

MARCH 31, 2021

Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. And the right customer support software makes it easy to give customers what they want when they need it.

Self service 98

Self service Customer Support Interactive Voice Response B2B 98

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 122

B2B Journey mapping SaaS Upselling 122

TeamSupport

JULY 16, 2020

Stop playing ticket volleyball with your B2B customers. When you stop playing ticket volleyball with your B2B customers--bouncing tickets from agent to agent or even dev ops—and achieve swift ticket resolution with the right B2B customer support software, everybody wins.

B2B 85

B2B Customer Support Entertainment Customer Experience 85

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C SaaS 114

TeamSupport

APRIL 15, 2021

It also stated that about 75 percent of companies believe that they are customer-centric, but only 30 percent of customers think that it’s true. Although this temporarily relieves angry customers, it does not really impress them. There is so much more than just coupons and discounts to fully satisfy a customer’s needs.

Omni-channel support 106

Omni-channel support Customer Support Technology B2B 106

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? App integrations.

B2B 98

B2B Customer Service B2C Interactive Voice Response 98

ShepHyken

FEBRUARY 10, 2021

Depending on what we sell, whether B2B or B2C, the buying cycle may take more than one visit. So, when does the customer start making the decision to buy? That first time the customer lands on your website or makes a phone call – that’s the opening act. There’s the follow-up, customer support and repeat business.

B2C 337

B2C Entertainment B2B Sales 337

TeamSupport

JANUARY 20, 2021

The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. Overall support demand grew by 10.6%

Customer Support 81

Customer Support B2B Technical Support Accountability 81

ShepHyken

MARCH 27, 2023

Germain (ECT News Network) Artificial intelligence and ChatGPT promise to revolutionize customer service automation, but is that what customers really want? What if AI in the CRM stack leads to dissatisfied B2B customers fleeing for better treatment? That number increases in the B2B space.

Customer Service 57

Customer Service B2B Customer retention CRM 57

TeamSupport

DECEMBER 9, 2020

In Part 1 of this series, we introduced ways that customer support can identify sales opportunities using ticket automation triggers in your TeamSupport B2B customer support solution. This is the second (or third) time I’ve submitted a ticket for this issue.”. What is the status of my ticket?”.

Customer Support 98

Customer Support B2B Accountability Sales 98

TeamSupport

JULY 20, 2020

This blog series, inspired by the ServiceXRG report , identifies the outcomes we have come to expect from Support, then offers goals and action items that enable us to achieve these outcomes. Let’s take a look at four elements of B2B customer support excellence and the strategic business impact of each.

Customer Support 98

Customer Support B2B Technical Support SaaS 98

ShepHyken

SEPTEMBER 20, 2021

Creating a team that can address customer issues around the clock isn’t always easy, especially if you’re a small business looking to stay competitive. That doesn’t mean you can’t consider other options that will help you serve your customers. My Comment: How can you offer 24-hour customer support and not really be available 24 hours?

Customer Service 47

Customer Service B2B B2C Advertising 47

ShepHyken

APRIL 23, 2021

What they did right: With more than 1,2000 stores worldwide and an e-commerce site with millions of monthly visitors, it made sense that Best Buy created a separate account solely for customer support. If you have a wide-reaching brand, it could help to create a separate account to hone in on those customer inquiries. .

Customer Service 338

Customer Service Advertising B2B Chatbots 338

ShepHyken

SEPTEMBER 14, 2020

How to Boost B2B Customer Experience on Your Website by Chris Christoff. Business2Community) This article shares some of the most effective tips on how to boost B2B customer experience on your website. My Comment: Your website is a powerful opportunity to deliver a better customer experience. Here are a few ideas.

Customer Service 217

Customer Service B2B B2C Call Center 217

TeamSupport

DECEMBER 21, 2021

The more stunted a company’s online communication and chat platform, the further they are from their customers, and the less poised they are for success in 2022 and beyond. With 61% of B2B organizations using live chat , it's clear that live chat software is only becoming more necessary to be successful in the digital age.

B2B 98

B2B Airlines Sales Customer Support 98

TeamSupport

DECEMBER 7, 2020

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. 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.

Customer Support 98

Customer Support Upselling B2B Sales 98

ShepHyken

APRIL 7, 2017

Do you have a standard approach to provide customer support? In essence, customer complaints are the greatest business opportunities. Do not ever forget to remember your customers! Also, it helps you to build a bridge to channel things in the system. Conflict resolution. A quick tip is to examine the negative feedback.

Advertising 290

Advertising B2B Employee engagement CRM 290

ShepHyken

SEPTEMBER 23, 2019

Content marketing, social media, customer feedback, customer support, and training and analytics… These aren’t just buzz words. These are the ways great companies are getting their customers to return again and again. The Ultimate Guide to B2B Reviews by Sarah Fraizer.

Journey mapping 266

Journey mapping Customer Service B2B Analytics 266

ShepHyken

NOVEMBER 24, 2017

The first step to being a great social listener is to figure out which social networks your customers and ideal audience use most, and tailor your approach to fit that. If your services fall under the B2B umbrella, for example, your customers are more likely to engage with you on LinkedIn as opposed to in B2C businesses.

Customer Service 224

Customer Service B2B B2C Accountability 224

TeamSupport

JUNE 23, 2020

How well do you really know your customers? It’s the question we asked in Part 1 of this blog series and answered with why it’s important in maintaining and growing your B2B (business-to-business) customer relationships. But what about prospective, or future, customers? Is it worth the time to get to know them as well?

B2B 98

B2B Healthcare Customer Support Sales 98