Dallas, TX, USA
Jul 19, 2019 | By Matthew Brown
Many businesses are looking for new ways to improve and strengthen their own customer relationships. They’ve hired a great team of account managers, have incredibly knowledgeable support agents, and have provided them with the technology needed to succeed. However, even with a group full of all-stars, getting new employees up to that same level quickly can be a challenge as a company grows.
Jul 12, 2019 | By Matthew Brown
In the business world, knowledge is power. A team of bad ass, knowledgeable employees will impress even the most difficult customers. However, finding the right people to build a team like this isn’t easy and can take a lot of time. In many companies, knowledge is acquired through direct experience. A senior employee that has been working on a product for a long time will know it inside and out. But, as a result of everything they know, they can often feel overburdened or overworked.
Jun 28, 2019 | By Matthew Brown
Landing new customers is a hell of a lot of work for B2B (business-to-business) software companies. Even the easy deals require extensive brand awareness efforts, targeted marketing, testimonials, sales conversations, proposals, and so much more. If there’s so much effort put in to acquiring a customer, then why do so many businesses stop caring once the deal is signed?
Jun 21, 2019 | By Matthew Brown
Creating a solid business case for customer service initiatives has been difficult in the past. There’s still a mindset in the workplace that customer service is a “necessary cost” and that’s it. You need customers to have a business, and they require customer service to stick around. That’s the way the relationship has been viewed for decades. But, over the last ten years, the dynamic has changed. Why?
Jun 14, 2019 | By Matthew Brown
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. Whether or not they make the right decision on the phone can be the difference between calming an upset customer or making them even more angry. One method businesses are utilizing to improve the number of positive customer interactions that happen every day is to leverage customer support systems.
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.
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..
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.
- August 2017 (1)
- September 2017 (1)
- October 2017 (1)
- November 2017 (1)
- February 2018 (1)
- March 2018 (2)
- April 2018 (4)
- May 2018 (5)
- June 2018 (8)
- July 2018 (7)
- August 2018 (9)
- September 2018 (6)
- October 2018 (2)
- November 2018 (5)
- December 2018 (4)
- January 2019 (5)
- February 2019 (5)
- March 2019 (5)
- April 2019 (5)
- May 2019 (6)
- June 2019 (5)
- July 2019 (2)