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 employees, but the job's not getting done if they can't address incoming queries.  Agents could fall behind on tickets for any number...

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 best customer-first intentions in mind, companies can develop some bad habits that end up complicating the customer experience in unnecessary...

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 interaction with their customers than those in the business-to-consumer (B2C) sectors simply due to the nature of the relationship, and...

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 journey as a straight line where the customer comes into contact with the business, purchases a product or service and...

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 process more invoices each day. Or, your business might outsource payroll, freeing your HR team from repetitive tasks. What you...

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 make things more convenient for customers. Their turnaround time is short, and customers don't have to go through drawn-out processes...

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 topic that we wanted to address it again. Happily the great folks at Constellation Research feel the same way, and have...

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 support options. It's important that self-service entries are written less like a computer manual and more like an introductory textbook,...

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 increasingly digital, their customers start treating support in a similar manner. An increasing number of customers turn to online methods...

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 support teams work together, combining knowledge and customer information to provide a five-star support experience. Many people view customer support...

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 means more work for agents. A poorly functioning team with subpar software will quickly become swamped with the workload. On...

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 business? Post-service surveys and direct communications will only detail so much, so businesses should head online to see what people...

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 collaboration is such an important part of your support team's success. It's more than two people working alongside each other...

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 than those of a business-to-consumer organization. Similarly, a sales team has different KPIs than those of customer support in the...

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 than those of a business-to-consumer organization. Similarly, a sales team has different KPIs than those of customer support in the...

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 productivity and duplication is almost guaranteed - yet according to research by GetApp, a lack of integration is the third-most...

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 often drain company resources, but fortunately there are methods to improve the process and make agents more productive and cost-efficient....

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 other businesses, technology is changing the way customers interact with a product or service and, as a result, their expectations...

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 to the ability to integrate easily with clients' software and business models, B2B customer support is far more complex than...

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 system, these businesses must understand their customers well enough to anticipate their needs proactively with the help of robust B2B...

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