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. We’re trying to provide good service, what can we do better?” “I We continue the story in Chapter 2. Should we have seen it coming?”

B2B 98

B2B Customer Support Finance Sales 98

TeamSupport

SEPTEMBER 8, 2022

You just want to noodle over Baba O’Reilly but now you have to call support, explain a whole spiel, and potentially deal with long wait times and some irritating back-and-forth until you can finally realize your inner Sister Rosetta Tharpe. Self-service is the DIY of the digital epoch. Self-service checklist.

Self service 98

Self service B2B Customer centricity Customer Support 98

TeamSupport

APRIL 6, 2021

Gone are the days of siloed customer support, successful organizations can and must collaborate to truly enhance the customer experience. Forrester's Kate Leggett said it best, "Executives don't decide how customer-centric their companies are, customers do.". Customers prefer omnichannel support options.

Self service 64

Self service B2B Customer Support Customer centricity 64

ShepHyken

SEPTEMBER 1, 2017

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. Don’t be fooled by the promise of traditional self-service solutions like knowledge bases and static FAQs.

Self service 214

Self service B2B SaaS Enterprise 214

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 341

Customer Service Advertising B2B Chatbots 341

TeamSupport

NOVEMBER 22, 2019

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients. Providing Personalized Support.

B2B 80

B2B Customer Support voip Wait times 80

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

DECEMBER 6, 2019

As we look forward into the next decade, let's first reflect back to the previous one and the impact it had on customer support. It also launched "big data" into the mainstream, and support teams had more information about their customers than ever before. But who is the customer?

B2B 80

B2B Customer Support Self service Big data 80

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

TeamSupport

APRIL 12, 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. When self-service is a better alternative to submitting a ticket.

Self service 58

Self service Customer Support Interactive Voice Response B2B 58

TeamSupport

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Self service 98

Self service Chatbots Engineering Customer Support 98

ShepHyken

NOVEMBER 6, 2023

When a customer is upset and calls customer support, the problem happens long before the customer decides to contact the customer. My Comment: Self-service is great until it doesn’t work. My Comment : When the economy is down, customers want more value for their dollar.

Customer Service 186

Customer Service Self service Surveys Contact Center 186

TeamSupport

AUGUST 3, 2020

How many times have we heard that when calling a customer support line? And it’s worse if you are a B2B customer because your issue could be mission-critical and if you’re waiting for a response for your issue to get resolved, so are your B2B clients. Others are embracing these options. On the contrary!

B2B 64

B2B Customer Support Abandon rate Self service 64

TeamSupport

MAY 21, 2020

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). Self-service. Visual Support.

B2B 59

B2B Customer Support Self service Morale 59

TeamSupport

MAY 19, 2020

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. I’ll be here all week!

B2B 64

B2B Customer Support Upselling Wait times 64

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months. Navsher Puar , Support Team Lead.

Customer Support 63

Customer Support Self service Consulting Consulting 63

ShepHyken

JANUARY 20, 2020

The premise is that there are two sides to the AI argument regarding human contact versus automated self-service. My opinion has been AI can’t replace the human experience (at least not yet), but it can support it. There are many companies out there (B2B and B2C) that have not given enough consideration to a subscription model.

Customer Service 247

Customer Service B2C Entertainment Customer effort 247

inSided

OCTOBER 2, 2019

If that doesn't make you realise you need to up the ante when it comes to your self-service offering I don't know what will! So we're clear: The need to facilitate effective customer self-service, in B2C and B2B organisations, is a non-negotiable. Let us help you.

Self service 67

Self service B2B SaaS Gamification 67

TeamSupport

SEPTEMBER 27, 2019

Here are a few things to know about customer support in the UK and how it’s different from other countries…. Brits are generally more skeptical in support conversations – When it comes to having a positive perspective on support issues, Brits generally don’t lead the way.

B2B 56

B2B Customer Support Self service Technology 56

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 88

B2B SaaS Education Brand ambassadors 88

ShepHyken

FEBRUARY 18, 2022

This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. He shares how to improve the SaaS customer experience to encourage customer loyalty. Software as a service (SaaS) has grown rapidly in recent years, particularly in recent months.

SaaS 190

SaaS Customer Experience B2B Feedback 190

TeamSupport

JUNE 3, 2020

Companies want you to switch, but when it comes to B2B (business-to-business) customer support software, how do you know when it’s a good idea? To get started, here is a list of questions to ask yourself so you can better understand if you need to make a change with your support software.

B2B 64

B2B Customer Support B2C Self service 64

TeamSupport

NOVEMBER 9, 2018

There are A LOT of features available for companies to choose from when deciding what’s important in their Business to Business (B2B) customer support software solution. These agreements should be both trackable and enforcable in a customer support system. Customer hub technology – Do you have a Wiki?

B2B 53

B2B Customer Support Self service B2C 53

TeamSupport

SEPTEMBER 1, 2020

We began this blog series with Part 1 on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. In Part 2 we explored how to use reporting to determine how happy your customers are and what to do if they’re not. Industry trends versus company trends.

B2B 59

B2B Customer Support Metrics Self service 59

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

Customer Service 268

Customer Service B2B Customer centricity SaaS 268

TechSee

FEBRUARY 5, 2019

A greater pivot towards self-service is the natural outcome. Without further ado, here are 5 standout meta-trends with the potential to shape customer journey creation and curation in 2019. Augmented Reality Customer Experience.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

TeamSupport

JUNE 14, 2019

Customer support can be a challenge. Especially in the B2B (business-to-business) industry, the quick decisions your support team makes can have a profound impact on a customer relationship. This lets you have internal conversations directly within a ticket without the customer ever seeing it.

Customer Support 75

Customer Support Self service Morale B2B 75

TeamSupport

SEPTEMBER 14, 2018

While it’s fun to talk about customer support strategy and the future of the industry, sometimes all you need is that “extra little bit” to push your team over the edge and into greatness. Whatever your goal is, here are a few simple changes you can make immediately to improve your customer retention rate….

B2B 76

B2B Customer retention Self service Education 76

TeamSupport

DECEMBER 20, 2019

Automated phone technology, such as interactive voice response (IVR) menus, can save businesses time and money on customer support. Larger businesses should consider IVR menus to streamline the customer support experience. For best results, make sure your customer knows you have an IVR solution.

Interactive Voice Response 72

Interactive Voice Response Customer Support Technology B2B 72

Mindtouch

FEBRUARY 7, 2018

Whether you’re playing in the B2B or B2C leagues, self-service—useful content about your product or service contained in a branded knowledge base —is the name of the game. It’s how customers prefer to troubleshoot issues syncing their fitness tracker with your app, for example. The Proof Is In The Pudding.

Self service 67

Self service B2C B2B Education 67

Global Response

JANUARY 9, 2023

Although customer service is often focused on in B2C companies, it’s just as important—if not more so—in B2B companies. In fact, up to 80% of B2B purchase decisions are impacted by a buyer’s experience with the B2B customer service, so it’s an essential quality of your brand or company to consider.

B2B 62

B2B B2C Customer Service Self service 62

TeamSupport

AUGUST 17, 2020

There are two types of viewpoints when it comes to B2B (business-to-business) customer support. The first approaches B2B customer support as 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.

B2B 59

B2B Self service Upselling Customer Support 59

TeamSupport

APRIL 23, 2020

Place an increased importance on excellent writing – When you’re working with customers who communicate with your company primarily or fully through chat, creating clear and concise messages is essential. Obviously, fundamentals like spelling and grammar matter, but what’s essential is being crystal clear in your customer communication.

B2B 64

B2B Self service Customer Support Customer Experience 64

ProProfs Blog

SEPTEMBER 28, 2018

Or is it the lack of a medium that helps you keep your customers and site visitors engaged with the brand that ultimately leads to a delightful experience? You lack a medium that helps you provide 24/7, instant customer support that builds a delightful customer experience journey. Tweet this. Tweet this. If not even more!

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

inSided

JULY 18, 2019

We’ve heard it all before: customer service is changing, customers prefer self-service, drive customer engagement to increase retention, provide quality support or your customers will churn…. Whether it be for Customer Success or Customer Support departments, the benefits can be enormous.

B2B 60

B2B SaaS Self service Best practices 60

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. Integrations are key to creating a 360 view of your customers.

SaaS 52

SaaS Gamification B2B Metrics 52

TeamSupport

AUGUST 3, 2018

For your customer success team to thrive, they need to have the right solutions in place and also the knowledge of how to efficiently utilize these resources. Here are six ways companies are using B2B customer success solutions to crush the competition….

B2B 56

B2B Self service B2C Morale 56