Robert Johnson

Why B2B support needs sentiment analysis

Getting to the root of a problem for a customer is one of the most important tasks a customer support professional has. For this reason, agents have to be experts at understanding how to dissect a customer’s feedback or question to get to the...

Six B2B Customer Support Trends for 2020 and Beyond

There is no doubt the customer support space has changed over the last decade. With advancements in mobile technology, communicating with customers is easier than ever before. For B2B customer support teams, the amount of communication has led to more and more data, helping...

3 Building Blocks for Successful B2B Customer Support Teams

While the responsibilities of a B2B and B2C customer support team are, for the most part, the same — answering customer issues and resolving their problems as quickly and completely as possible — B2B customer support teams generally deal with more complex, challenging issues...

How IBM Watson can help B2B support teams reduce churn

All customer support teams have experienced the “stomach drop” feeling that typically accompanies hearing that a big customer is canceling. And although it sometimes feels out of left field, customer distress doesn't happen overnight. Rewind to a few months ago. Were there any indicators...

Watch Your Language: How to Converse with Customers More Effectively

“I’m going to put you on hold for just a second.”; “I think you misunderstood me just now — what I actually said was…”; “I can understand your frustration, but…” The language we use when interacting with customers matters. The sentences above are examples of...

Steps to prep your support team for the holidays

The holidays are often seen as high-volume times for retailers and other business-to-consumer organizations. However, business-to-business companies also have to be extra prepared to offer excellent customer support to clients who are working around the clock to...

Top Five Ways Customer Service Affects Bottom Line Results

Virtually all businesses acknowledge the importance of customer satisfaction – it’s usually right there in the mission statement. But the way businesses handle customer service has a more direct impact on the company’s bottom line than many people realize. A ...

Top Three Ways to Personalize the Customer Service Experience

Nothing can make customers feel more like a cog in a machine than reaching out for help via a call or email and facing an endless menu of cookie-cutter support options and scripted answers. Customer satisfaction is crucial to business success, and that’s why...

Harness Three Social Trends Impacting Customer Support Teams (and Boost Your Bottom Line)

Customer support today is vastly different than it was just 10 years ago. Early in my tech career, the phone was the primary method of support, and the big "cutting-edge" technology involved automated phone trees that would seek out the right engineer at 3...

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