The Customer Support Excellence Blog - Articles, Stories and Tips & Tricks
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What Does a Successful First Impression Look Like in Customer Support

Making a good first impression has very serious ramifications for your company's reputation. Customer expectations don't dwindle after onboarding, in fact, they increase exponentially once your customers are tied to your organization financially. This is why it is crucial to make a good first impression the FIRST time your new customers reach out to your customer support team. Especially with B2B customers. But what exactly does a good first impression look like?

Posted by Erik Lopez on Mon, Jul 17, 2017 @ 07:00 AM
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Customer Support Collaboration Is Key

When it comes to customer support, working in isolated silos is one of the worst methods of execution. Things like using individual email as the main driver for support can leave your customers frustrated with long resolution times, and copious amounts of back and forth and repetition regarding the issue at hand. There is a simple solution to circumvent these shortcomings and it comes in the form of customer support collaboration. Here are a few ways that your team can boost performance and satisfaction ratings by implementing a customer support software system that allows for collaboration. 

Posted by Erik Lopez on Mon, Jul 10, 2017 @ 07:30 AM
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3 Signs That You Need Customer Support Software

Company and organizational growth depends on healthy customer relationships. B2B relationships are more difficult to nurture and uphold than B2C relationships. That is why it is imperative that B2B companies get started on the right track by implementing a customer support software system from the early stages of growth. But what if your company has already matured without a proper system in place? What's more, how do you even know if you are in need of a customer support software system? Let's find out. 

Posted by Erik Lopez on Mon, Jul 03, 2017 @ 07:54 AM
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How to Tell If Your Ticket Tracker is Working

Do your employees seem frustrated with the daily requirements of the job? Are your customers really receiving the satisfactory service they deserve? In the world of customer support, it's easy to forget that both sides want the same thing: quick, lasting resolutions. One of the major overlooked reasons that your team may be struggling to perform their best is a lack of good equipment: proper customer service software can make all the difference in the world.

Posted by Hallie Dunn on Tue, Jun 27, 2017 @ 06:45 AM
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Five Fast Fixes for Slow Service

When customers are approaching your company for support in some way, there are a few factors that always come to the top of the list of results they’d like to see. Accuracy is an obvious must, courtesy is often necessary, but speed seems to be absolutely indispensable. One of the major realities of customer service centers is that no customer really wants to be spending their time correcting an issue -- but if they must reach out for support, they want the response to be quick and concise, and they don’t want to come back twice. Here are the top five ways you can help your team speed up the customer support process:

Posted by Hallie Dunn on Tue, Jun 20, 2017 @ 07:00 AM
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Why Customization Is Key

No two companies are alike. Some of the key differences in your company may be the reason you'll be able to succeed where others have failed -- but how will you know it without the right kind of customer support software?

Posted by Hallie Dunn on Tue, Jun 13, 2017 @ 06:00 AM
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