The Customer Support Excellence Blog - Articles, Stories and Tips & Tricks

Customer Care Tips for the Caller and the Company.

Of all the customer service channels, providing your customer with over-the-phone support has the potential to be the most harrowing or the most helpful experience for your representatives and your customers. According to the 2015 U.K. State of Multichannel Customer Service Report by Microsoft, reaching out over the phone is still the second most popular route for customers to seek assistance, despite the rise in available web-based support. Read on to get the best methods providing phone support and keep those experiences helpful.

Posted by Hallie Dunn on Fri, Nov 27, 2015 @ 12:30 PM
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Does Your Business Need Customer Support Software?

You are a stellar business owner. You provide everything your customers need, and you provide everything your employees need. But once your outstanding performance has led your business to grow beyond your means, how can you keep your standard of excellence amid the rising numbers of clientele? You'll need to watch for the warning signs of a business in distress. Here are three symptoms of a sickly business, in need of a customer support software solution.

Posted by Hallie Dunn on Mon, Nov 23, 2015 @ 12:00 PM
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Customer Surveys without the Cringe

Customer support surveys are an integral part of providing the full customer service experience. The only way to truly meet your customer's needs is to first have those needs clearly defined. It can be challenging, however, to get the full scope of concerns and desires if the customers are disinclined to participate. Here are a few pitfalls to avoid when creating your survey and putting it into effect.

Posted by Hallie Dunn on Sun, Nov 22, 2015 @ 12:00 PM
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Live to Chat, Chat to Live: Why Live Chat is a Must Have for Your Business


Love them or hate them, the Millennials are upon us. The Millennial generation has gifted pop culture with invaluable things like viral YouTube videos, cell phone addiction, and a general fear of commitment.

Posted by Hallie Dunn on Fri, Nov 20, 2015 @ 12:00 PM
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Warning: The Scariest Support Blog You’ll Ever Read

With Halloween around the corner, we thought we would take a look at some of the most frightening monsters you may come across in the world of customer support. Maybe you’ve encountered them before. Maybe (gasp!) you’ve been one before. 

Posted by Nancy Anderson on Fri, Oct 30, 2015 @ 12:30 PM
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Why PhaseWare is Better for B2B Technology Companies than Salesforce

When faced with selecting a B2B customer support software system, it’s easy to immediately think of “the big guys” as your best solution. After all, everyone has heard of them, right? But just because a company has a large subscriber base and an even larger marketing budget doesn’t necessarily mean it’s the right choice for your company.

Posted by Nancy Anderson on Mon, Oct 26, 2015 @ 12:30 PM
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