Customer Service vs. Customer Support: Explained
Help Scout
AUGUST 22, 2023
Customer support is a specific type of customer service involving skills such as documentation, product feedback, and technical problem solving. Read the full article
The Secret to Data-Driven Customer Support Success
TeamSupport
JULY 31, 2023
The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.
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Customer Support Software: The Easy Path To SLA Management
TeamSupport
APRIL 12, 2023
Any customer support team receives a range of customer requests throughout the day. The requests are often recurring, and a technology-based customer support tool is needed to implement an agent workflow that allows easy and efficient management of each customer request.
Importance of Multilingual Customer Support for International Education Businesses
JivoChat
MARCH 12, 2023
That includes customer support. Your customer support system is powering your entire business. What is Multilingual Customer Support? Let’s first take a quick look at the concept of multilingual customer support. This way, your multilingual customer support will work even better.
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How Documented Procedures Can Make Your Customer Support More Effective
Kayako
APRIL 21, 2016
Are you looking to develop trust with your support team? By creating documented procedures for them, you can build this trust and achieve consistent results. Even if your team members have previous experience in customer support, letting them improvise their day-to-day work can be dangerous.
Customer Support Rep Job Description: Template and Examples
Help Scout
AUGUST 31, 2021
Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. Our customers are at the heart of what drives us as a company.
Identify key insights from text documents through fine-tuning and HPO with Amazon SageMaker JumpStart
AWS Machine Learning
NOVEMBER 21, 2022
Organizations across industries such as retail, banking, finance, healthcare, manufacturing, and lending often have to deal with vast amounts of unstructured text documents coming from various sources, such as news, blogs, product reviews, customer support channels, and social media. Extract and analyze data from documents.
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How One Retail Company Reduced Support Documents by 59%
Unymira
FEBRUARY 19, 2020
How did a large retail company reduce their customer support documents by 59%? It wasn't with "this one weird trick" ??. Let's dive in.
Addressing Gaps in Customer Support for Better Customer Satisfaction
JustCall
OCTOBER 17, 2023
Customer support is one of the most important aspects of delivering a good customer experience. Good customer support turns a casual buyer into a loyal customer and keeps them returning for more. Customer support is, in fact, the bridge between your business and its customers.
5 Tips to Build a World-Class B2B Customer Support Organization
TeamSupport
MARCH 23, 2021
A customer can be very satisfied with the products and services of a company, but that doesn't mean they’ll remain loyal. Competitors can attract them by offering better customer benefits, including proactive customer support. Customer experience is decisive for both satisfaction and loyalty. Know your customers.
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Documentation and a Tale of Four Phone Calls
Customers That Stick
NOVEMBER 6, 2014
It was time to call customer support. As customer service professionals, we are always thinking of ways to respect our customers’ time. Nintendo’s documentation, their expert call center reps, and their patience with us flipped this on its head. The thing never worked the same after that. Except when it’s not.
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Is WhatsApp Integration for Customer Support Worthwhile?
Babelforce
NOVEMBER 4, 2021
With this in mind, it’s easy to see why you might want to add WhatsApp as a customer service channel. Offering Customer Support With WhatsApp. WhatsApp makes it easy for businesses to provide support via the platform. 6 Major benefits of WhatsApp for customer support. #1 6 Support proactive service.
Customer Service vs. Customer Support: What’s the Difference?
JustCall
MARCH 9, 2023
Whether it’s comparing customer care vs. customer support or customer support vs. customer experience, all these terms are used interchangeably (and wrongly so). What is the Difference Between Customer Service and Customer Support? ” The short answer?
How to Ensure Consistent Customer Support on the Go with iOS
JustCall
OCTOBER 26, 2023
When it comes to providing exceptional customer support, you cannot leave iOS users behind. However, providing customer support to disgruntled customers requires more than rolling out insanely creative CSR ads or inspirational marketing content. You want to keep detailed records of important customer data.
Part 3: The Strategic Role of B2B Customer Support
TeamSupport
SEPTEMBER 16, 2020
In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.
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9 Transferable (and Desirable) Skills You Gain Working in Customer Support
Nicereply
APRIL 11, 2022
One example that comes immediately to mind is customer support. Below are 9 transferable (and desirable) skills you gain working in customer support. A lot of the time customers just know that something isn’t working right, but don’t know exactly why. Many support problems aren’t easily fixed.
Why Isn’t Your Documentation Public?
Mindtouch
APRIL 26, 2018
Or maybe the real question is, why are you making it so hard on your customers? Companies that don’t make at least some of their documentation public are likely missing a huge opportunity for self-service. Correction: their customers are definitely missing out on the opportunity to help themselves. Tier 1 versus Tier 3 support.
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Customer Success vs. Customer Support: What Are the Differences?
Totango
OCTOBER 6, 2020
Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.
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How to Shorten your Customer Support Queues
ProProfs Blog
JANUARY 31, 2019
Isn’t it overwhelming to see a backlog of customer emails when you log in? Don’t you want to reduce and manage your customer support queues? More than ever, it is critical to offer exceptional service to your customers. 62% of consumers switch service providers due to poor customer service. Image Courtesy.
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The 11 Best Live Chat Tools for Customer Support
Help Scout
MAY 18, 2021
Sometimes customers want to talk to a live person. Maybe they’re not finding what they need in your help documentation, or they want to talk through an issue in real time, and email simply won’t cut it. Offering live support can really take your customer experience to the next level.
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The Problem with Proactive Documentation: Flipping the Script With KCS and Guru
Guru
NOVEMBER 1, 2018
After a year of working hard as a customer support representative, you get a huge promotion. you think, "Our documentation has never solved our customer’s issues. Maybe you’ve been in this scenario before. I’ll turn things around!".
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Echo-o! Why Internal Customers Aren?t Using Your Documentation
Mindtouch
JUNE 13, 2018
They’ve taken screenshots, written the documents, and put them through workflow for publication. Off that documentation goes to the knowledge base. Things are generally peachy until we come to find that internal customers aren’t actually using the documentation. Maybe they don’t know certain documentation exists at all.
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How to Optimize Your Customer Support Strategy (Especially in Times of Crisis)
bold360 Blog
DECEMBER 7, 2020
and employee experience (lack of infrastructure, both hardware and software, to support the sudden shift to remote work). . How do self-service tools support optimization and improvement of customer support? It’s harder to scale and optimize 24/7 customer engagement that way.
How Customer Support Agents Find Content
Mindtouch
JUNE 15, 2018
For anyone creating knowledge content, customer support agents likely represent a large part of the audience. Support agents need information to progress through onboarding, assist customers, and learn how to support new products or services. Where customer support agents go for information.
Why the Gambling Industry Needs to Provide Empathetic Customer Support
CSM Magazine
JANUARY 11, 2023
And that’s where empathetic customer support comes in. Empathetic customer support is vital for the gambling industry because it provides a human touch that can be so crucial for those struggling with gambling addiction. That’s why empathy is such an important component of customer support in this industry.
Simple Yet Smart Tips to Reduce Customer Support Response Time
Wowdesk Blog
AUGUST 6, 2020
If you are using a shared mailbox, you can do it in handy but if you are using a customer support software, you can select this feature automatically and tag new emails with a timer. Additionally, make sure that your website must have documents that can reflect the answers to common customer questions. Conclusion.
Customer Support Services: The Ultimate FAQ Guide
Vcaretec
AUGUST 4, 2022
Customer support services are an important part of any business. When customers have a question or issue with a product or service, they need to be able to reach out to someone who can help them resolve the problem. This is why customer service is so important. What is Customer Service Support?
5 Steps to Move from Reactive to Proactive Customer Support
Nicereply
SEPTEMBER 29, 2020
When working proactively, you pre-empt customer inquiries before they get to you. You can send messages to customers to notify them about product delays, bugs or outages. You can share documentation before the customer asks for it. People love proactive support too: 87% of U.S. Finally, track it.
Building an Onboarding and Training Program in Customer Support
Kayako
FEBRUARY 28, 2018
To help you build your own customer support training program, I’ve collected some key insights from managers at other SaaS and tech-industry companies to help make sure you’re getting it right from the get-go. 3 Principles of a good customer support training program. Set up documentation. Continue updating docs.
Knowledge Base Integration With Live Chat – the Best Recipe for Customer Support
ProProfs Blog
SEPTEMBER 18, 2017
How important is good customer support for your business? It may seem like a no-brainer, but a surprising number of businesses have failed to deliver when it comes to ensuring that their customers are happy. Good customer support is the key to have your customers coming back for more and improving your overall business.
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How to Manage a Remote Customer Support Team and their Challenges
OctopusTech
MAY 5, 2020
Some of the key points that can be adapted to the customer support teams of BPO companies can be taken from that post too. Some of the ways that remote customer support teams can work in a better way are – Video conferencing. The same can be done for your remote customer support teams.
How Customer Support Chatbots and AI are Changing Fintech
Solvvy
SEPTEMBER 10, 2020
While leading consumer fin-techs in payments, lending, and banking are always looking to provide best-in-class customer experience and multi-channel accessibility, however, significant, rapid growth can strain customer support teams, increase handle times, and turn-off newly acquired customers. Check it out ! .
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A detailed Guide to Differences between Customer Success, Customer Support, and Account Management.
CustomerSuccessBox
MARCH 15, 2022
So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful. Salary comparison.
How to Manage a (Suddenly) Remote Customer Support Team
Solvvy
APRIL 2, 2020
You’re used to having your customer support team close at hand—but due to recent COVID-related initiatives, it’s now likely that your team is planning on working remotely for at least a few weeks, possibly longer. The support tickets are piling up, and customers are getting frustrated. Focus on wellness.
How to Write a Compelling Customer Support Email
Kayako
MAY 25, 2017
We don’ currently have documentation or a blog post on “best practices” but that is a great idea. I hope that helps, but let me know if you have other things that come up. There are ways you can make this simple method even easier by making evergreen content to support both internal and external customers.
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Part 2: B2B Customer Support: Cost Center or Profit Center?
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). Did you miss Part 1 of this series? It was quite a show!
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Customer Support Guide to Effectively Helping Your Customers
CSM Magazine
MARCH 27, 2020
It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. Bad customer support is harder to spot, but it runs deeper than a quick social media fire that needs extinguishing. What is Customer Support?
Top 11 Tools To Help You Deliver A Great SaaS Customer Support Experience
JustCall
OCTOBER 6, 2022
An online customer support system is exemplary, but the onboarding experience must be top-notch. Every company wants a great customer experience SaaS. At the same time, the process of delivering that SaaS support can be a roadblock for many businesses. Top 11 tools to improve SaaS customer support experience.
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B2B Customer Support: Up in the Cloud or Down on the Ground? Part 2
TeamSupport
JULY 29, 2020
Once you decide to implement a new B2B customer support software solution, the first step is to do an internal assessment to determine how to choose the right provider. Access permissions can be set by department managers according to factors such as dollar amount or sensitivity of the data and/or documents.
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A Starter’s Guide to Your First Month as a Customer Support Manager
Nicereply
JANUARY 12, 2021
That’s magnified if a company has hired you into a leadership position as a customer support manager. Here are the four key steps to take within the first month of employment in a customer support manager role. Get to know your customers. We’ve got your back. Get to know your people.
4 SaaS Customer Support breakthroughs to prepare for in 2020
inSided
JUNE 17, 2020
A lot has been spoken (and documented) about the importance of customer experience as a prime differentiator for businesses—even before the COVID-19 crisis began. And with this pandemic upending businesses world-over, more and more companies are looking for ways to hold the customer's attention, and gain their trust.
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Manage Your Customer Support Queue Using These Bright Ideas
Wowdesk Blog
JULY 1, 2020
Every customer support team goes through a stage where the number of emails adds up into hundreds every day, and the need for a new process originates. . All these processes may differ but are equally advantageous to manage your ticketing system and customer support queue. Ideas to manage customer support queue.
How to Scale Customer Support without Growing Pains
aircall
APRIL 12, 2017
When your operation is in its infancy, it’s easy to dispense personal, dedicated, effective customer support. However, as your business grows (and if you offer excellent customer service, chances are, it will), so will your support team. You’ll have to scale customer support, and this is where things get complicated.
This Doesn’t Have to Keep You Up at Night: How to Seamlessly Transition Your Outsourced Customer Care Program
BlueOcean
MARCH 19, 2024
When you are moving your customer support channels from one outsourcer to another, you can’t let the slow turning wheels of legal compromise your cut-over. From training materials to process documentation, everything can be centralized within the platform. so that once the MSA is signed, they can hit the ground running.
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