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

Why being a small B2B can work to your advantage

When you’re a small fish in a vast ocean of B2B competition, it’s natural to feel intimidated by bigger predators. The big guys have massive marketing budgets and enough money to outfit a large team of customer support representatives (CSR). Your company, on the other hand, may be doing all its own marketing through social media and have only one or two CSRs. It can be enough to make a small fish want to head for a tiny pond.

Posted by Nancy Anderson on Mon, Aug 31, 2015 @ 05:00 PM
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SLA Compliance Management 101

With late August comes back-to-school. For the next few weeks, instructors will spend time reviewing some nuggets of knowledge that their students likely forgot during summer. And so, in that same spirit of learning and review, let’s look at one of the basic elements of customer support: the Service Level Agreement (SLA) and, equally important, how to avoid SLA non-compliance.

Posted by Nancy Anderson on Fri, Aug 28, 2015 @ 09:30 AM
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Customer Support and Customer Service: What’s the difference?

Does your business provide customer support or customer service? 

Prior to doing a little research, I freely interchanged the phrases “customer support” and “customer service.” I’ll confess: it’s not something that keeps me awake at night. While I found no official definitions (because I don’t consider Wikipedia official), does a good job of defining the two phrases. Take a look at how they distinguish between the two: 

Posted by Nancy Anderson on Mon, Aug 24, 2015 @ 05:30 PM
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Seniors and SaaS: The struggle is real

It’s common knowledge that many older Americans regularly turn to their grandchildren to solve the mysteries of the digital age. Youngsters are incredibly adept at working remote controls, setting up streaming services, or figuring out how to use mobile applications. The younger the child, the more it makes for a great story that gets shared on social media because, face it—many older people can relate and it’s a cute story. 

Posted by Nancy Anderson on Fri, Aug 21, 2015 @ 05:30 PM
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Support superstar qualities: passion and friendliness

Of the many qualities a customer service agent needs to be at the top of their game, two of the most important are passion and friendliness.

Posted by Nancy Anderson on Mon, Aug 17, 2015 @ 12:28 PM
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Don’t hang up yet on your phone support

Live Chat and self-help are the preferred methods of support for many people and certainly of Millennials. So why not just forego the whole customer phone support thing, anyway? After all, it’s expensive and resource-intensive; customer support agents can’t multitask when they’re on the phone and you wouldn’t want them to do that anyway. Perhaps Bob in Accounting would like to see you cut operating expenses and doing away with phone support would help the profit margins. What could it hurt, getting rid of the support number? 

Posted by Nancy Anderson on Fri, Aug 14, 2015 @ 05:30 PM
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