4 Ways to Personalize B2B Customer Support at Scale

B2B Customer Service Blog - TeamSupport

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. There’s so much new technology available, especially in the world of customer support.

Upgrade Your Customer Support Rep to a Customer Support Professional

ShepHyken

The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization.

How to Shorten your Customer Support Queues

ProProfs Blog

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. Reduce customer response time.

The 3 Mistakes You Can’t Afford to Make with Customer Support

Myra Golden Media

In my multiple interactions with the company, they made three critical mistakes in the customer support experience. These are the same 3 mistakes you can’t afford to make with your customer support experience. How can the company believe this is customer support?

5 Quick-Fire Tips for More Personal Customer Support

Kayako

Aside from building an excellent product, companies should also focus on outstanding customer support. Research has shown that around $83 billion is lost by businesses every year just because of poor customer service. One way to do that is to make customer support personal.

5 Ways to Start Modernizing Your Customer Support for a More Personal UX

UJET

Until recently, it was assumed that technology would replace people in customer support. Modern customers want the organizations they work with to be their advocates, to be accountable and proactive when it comes to their needs and goals. Customers want their experience with a brand to be personalized and intimate. Customer ExperienceNow it's clear that technology alone isn't enough.

Guest Blog: The 8 Elements of Customer Support Quality

ShepHyken

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad?

Guest Blog: The 8 Elements of Customer Support Quality

ShepHyken

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad?

4 Must-Have Customer Support Channels Your Company Needs

OctopusTech

Ever since the customers can reach the company via phone, there has been a tremendous decrease in the amount of letters sent to these companies. b) Facebook excels in customer-2-business interactions due to its being more of a personal platform.

Guest Blog: Exceptional Customer Support Is Fresh, Not Canned

ShepHyken

Meet Mor and Yoni, two of the Lightricks support team all-stars. Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too.

How to Write a Compelling Customer Support Email

Kayako

When you’ve worked in support for a while, especially for the same company, it can feel like Groundhog Day. 3 common emails support receive: In my experience, most emails we receive in support fall into into three buckets: I love you, but here are the things that you need to change.

Aircall’s 2018 Customer Support Strategy Survey

aircall

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? 3) Increasing customer lifetime value.

The Ultimate Guide to Customer Support Metrics

Kayako

When it comes to customer support, the ability to experiment, tweak, and improve your service is a huge part of making your customers’ experience great. On this page you can see a complete list of all the customer support metrics that matter, and why.

Customer support training is way too passive

Kayako

It’s unfortunate to see just how much customer support learning depends on one-off inductions. There’s no way that alone can prepare a support rep to perform at their best. Support reps need a systematic way to put theory to practice. Support is an active player’s sport.

Guest Blog: How to Benchmark Your Customer Support Metrics — A Quick Guide

ShepHyken

This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. One of the best ways by which you can ensure your organization is consistently performing is by benchmarking customer support metrics.

Ensuring Data Security In Customer Support Programs

UJET

As organizations strengthen their customer support with new policies and technologies, they must also ensure they are building security and privacy into their overall support program. And given the large amounts of sensitive personal information involved in customer service interactions, organizations must take measures to ensure this data is properly secured. Customer Support Security

Knowledge Base Integration With Live Chat – the Best Recipe for Customer Support

ProProfs Blog

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 not an option anymore.

5 ways to retain your customer support staff

Kayako

Many companies face the same challenge with their customer support team: how to prevent the support staff from leaving. There are many reasons why people burn out, especially within a customer facing role. But, these can be prevented by nurturing your support team.

Guest Blog: Why Knowledge Base Integration with Live Chat Is Important for Better Customer Support

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. How exactly can good customer service improve your business? Improved Customer Experience.

How Tiny Businesses Can Offer Stellar Customer Support

Kayako

In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period. Focus on the customer experience.

Proven Customer Support Tools for Startups With Plans to Scale

aircall

In the beginning, you and your co-founders bootstrapped solutions and personally attended to each customer like they were newborn kittens. The demand is there, but support needs to keep pace. As the customer list gets longer so too will your help queue. Customer Success

3 Untapped Opportunities for Preventing Customer Support Team Burnout

Kayako

Perhaps you entered a career in customer service for the wrong reasons? Or maybe your helpdesk is limiting you to reactive customer service? Satisfaction for working in customer support has been sinking. Customer support professionals are 6.8%

Building an Onboarding and Training Program in Customer Support

Kayako

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.

11 TED Talks to Inspire Better Customer Support

Kayako

You’ve read all the classic books on customer service— Delivering Happiness by Tony Hsieh, How to Win Friends and Influence People by Dale Carnegie, and more. Videos to motivate a customer-centric business. What if customers become friends? Employees first, customers second.

Using personalized experiences to make your customer service team more efficient

UJET

When you truly know your customer, you're better able to solve their problems and anticipate their needs. That's why it's important to give your team direct access to specific customer data. customer service Customer Support

How strong customer support benefits every department

aircall

Today’s marketplace doesn’t tolerate poor customer support. Bad news travels fast in the digital age, and your customers likely have more alternatives and fewer switching costs to consider than ever before. For this reason, strong customer support has emerged as a greater differentiator than price for businesses looking to stand out in the eyes of prospects. Marketing, Sales, & Customer Success. the customer should have a voice.

You Don’t Have to be Amazon to Master Personalized Customer Service

Aspect

The king of customer service continues to reign. Just a couple days ago, Amazon officially released how many Prime customers it has, over 100 million. This Motely Fool article explains that Prime customers are Amazon’s most loyal and according to Bezos most demanding customers.

How Documented Procedures Can Make Your Customer Support More Effective

Kayako

Are you looking to develop trust with your support team? Even if your team members have previous experience in customer support, letting them improvise their day-to-day work can be dangerous. How do documented procedures help your customer support team be more productive?

These 20+ Statistics Say Customer Support Drives Revenue

aircall

Corporate finance teams tend to view customer support as a cost saver at best and a cost center at worst. These customer support statistics tell that revenue-related story. Poor Customer Support Stalls Growth. Nothing scares away future revenue quite like a reputation for subpar customer service. 66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad service interaction.

3 Ways to do More with Customer Experience Personalization

Comm100

Why amazing customer experiences matter. By 2020, customer experience (CX) will overtake price as a key product differentiator. Personalized interactions, accessibility, and invisible transitions from one digital platform to another are what really define amazing customer experiences.

4 Customer Support Myths to Avoid

Return Customer

To someone who sees this as generic data, the implication is that a customer would propagate a poor experience to approximately 40% more people than a good experience. These are the facts that led brands to become more conscious about their customer support practices.

How to Boost Customer Retention with Unified Customer Support

Kayako

When you give your customers exceptional support, they are 4 times more likely to reward you with their loyalty. But what does exceptional support look like in 2016? Because helpdesks encourage your staff to see customers as faceless support tickets. .

How to Recruit Your First Customer Support Employee

aircall

We’ve looked at how to successfully scale your customer support team before. This article will explain how to recruit your first customer support employee. Why you need to recruit your first customer support employee. Poor customer reviews.

Get HIRED: How to find and hire your first dedicated Customer Support Rep

Kayako

Whether you’re a business, duo or solo-entrepreneur there comes a point in your company where customer interactions will be constant and time consuming. If your business is growing, imagine your customer response rate increasing 10% per week! Your support rep should be HIRED.

Top Customer Support Blogs, Communities, Podcasts and Newsletters

Kayako

It might surprise you to know that there are two regular podcasts dedicated to nothing but customer support. With one of those having 100+ episodes, how much more could there possibly be to say about customer support? Customer support is undergoing a fundamental shift.

How to Scale Customer Support without Growing Pains

aircall

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. Give your customers options.

How to deal with 7 unexpected customer support scenarios

aircall

Customer support is sometimes considered a repetitive and straightforward task, but only by people who’ve never worked in the field. Many support managers provide their representatives with call center scripts. The customer screwed up. The customer is (extremely) angry.

6 authentic ways to show appreciation for remarkable customer support

Liveops

As someone who worked as a call center agent for Liveops prior to taking on my current role of managing teams of agents, I can tell you: Most people are quick to share stories about less-than-stellar calls with customer service. What usually goes untold are the times when someone does deliver great customer service. Yet customer service agents are the lifeblood of every organization, including/especially here at Liveops. If you have something nice to say, say it loud.

How to Find and Build Your Customer Support Team

Kayako

Finding and building a customer support team can be daunting. Many customer support managers and directors are busy supervising or providing customer support themselves, making it hard to find the time (and it does take a lot of time) to recruit.

What One Change Would Most Improve Customer Support in 2018?

aircall

Our 2018 customer support strategy survey was sent to 475 industry leaders. How large is your customer support team? Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support. Support agent attrition and low employee morale were repeatedly cited as motivators for change in 2018. News Support