Laura Ballam

Managing your support tickets

The success of business-to-business (B2B) customer support relies primarily on how efficiently agents handle incoming tickets. Your organization could have the best, brightest, and most courteous support...

Break These 2 Bad Support Habits

How many businesses have stopped to consider whether their support styles are actually as customer-centric as they intend? While support teams always have the...

Providing a consistent customer support experience

Consistency is a large component of customer satisfaction, especially with regard to customer support for business to business (B2B) organizations. These companies tend to have more...

The relationship between sales and customer support is a circle, not a line

Because they function as two separate departments, many businesses make the mistake of viewing sales and support as independent operations. They see the customer...

How proper support makes life easy for customers

If your business is like most others, it's probably taken steps to become more efficient. Maybe it introduced automated billing software, allowing accounting to...

Agent efficiency is key to excellent customer service

Efficiency means success for businesses no matter what their industry. Business.com noted some organizations that dominate their respective fields by focusing on efficient processes to...

The ROI of Customer Support

 We've addressed the issue of customer service as a profit center rather than a cost center a few times, but it's such an important...

Adding humanity to your self-service support options

These days, many customers prefer to tackle their own issues before contacting your customer support team. They do this through the use of self-service...

Is your support team answering queries from all channels?

Businesses are used to answering customer support questions directly over the phone. Yet, as the products and services offered by business-to-business (B2B) organizations turn...

5 ways customer support software can prepare you for anything

Customer support software is one of the best tools agents have to solve the issues customers have with their products or services. The solution ensures...

How to handle an increase in customer support tickets

Occasionally, customer support teams experience a sudden upsurge in incoming tickets. Whether they are anticipated or happen unexpectedly, a large number of incoming tickets...

5 things your competitors can teach you about customer support

Do you know what your customers truly look for in terms of customer support? What draws them away from a competitor and to your...

How to make collaboration a part of your support team’s culture

When it comes to business-to-business customer support, the best experiences come from a team that is entirely on board and works together. That's why...

What KPIs matter most for B2B customer service?

Key Performance Indicators (KPIs) are variables used to measure a business' success. They vary according to industry and department, meaning business-to-business KPIs are different...

What KPIs matter most for B2B customer service?

Key Performance Indicators (KPIs) are variables used to measure a business' success. They vary according to industry and department, meaning business-to-business KPIs are different...

Help desk software should integrate with your business tools

Excellent customer service can't exist within a vacuum. If a company's help desk software is separate from other business solutions, employees can't achieve maximum...

5 ways to reduce customer support costs

Customer support is often seen as a cost center, rather than the revenue machine it can and should be. Recurring issues and inefficient processes...

A multichannel world demands multichannel support

Businesses today operate in a multichannel world, which means their operational strategies must mirror this trend. Whether companies are consumer-facing or provide services to...

How knowledge management improves customer support

Companies operating in the business-to-business space must achieve excellence in a number of areas to ensure their customer support is exemplary. From effective tools...

Proactive customer support drives long-term success

Companies operating in the business-to-business (B2B) space must constantly find ways to be better partners to their clients. Rather than operating on a ticket-by-ticket...

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