Does your company currently measure customer satisfaction? If so, how accurate and time consuming are your measurements? With so many different touchpoints factoring into customer satisfaction, from ticket response time to NPS (Net Promoter Score) and everything in between, getting actionable information in a timely way can be a challenge. This doesn’t mean you should take the easy way out when it comes to measuring customer satisfaction.

The final part in our three-part series on changing support software is all about the tactical aspects. In Part 1 and Part 2, we discussed how to identify if your company needs to switch and how to choose the right solution if you do. Now, it’s time to get into actually making the switch happen so you can enable a support team with happy agents that serve happy customers--complete with rainbows and unicorns!

In Part 1 of our series on changing support software, we went through some questions to help you identify if now is the time to consider other options for your support technology. In Part 2, we discuss some key strategies for properly evaluating different support solutions. Let’s dive right into how companies should go about choosing their new support software with these 5 steps.

Even in everyday life, people are bombarded with the concept of “change” and “switch.” Whether it’s driving by a billboard advertising a cool new car or seeing a phone company commercial on TV and wondering if you can get more data for less money, there’s always someone out there trying to paint a picture of a greener pasture. Companies want you to switch, but how do you know when it’s a good idea?

Living in a world where remote work is now common, more companies are leveraging video technology than ever before to keep in touch internally and with customers. Be it company-wide staff meeting or leadership calls, video has become an important part of how we work. So, how can businesses make the most of video technology to improve their customer support and operations? Here are four ways.

For the third and final part of our three-part series (Part 1 and Part 2) on building and maintaining strong relationships with customers who prefer live chat, we’re going to look at an area some companies forget to evaluate entirely. In the first part of our series, we focused on the pre-conversation efforts of setting yourself up for successful chat interactions with B2B customers. The second part was all about improving the actual chat experience for both the agent and the customer.

This blog post is the second part of our three-part series (the first part is here) on building and maintaining strong relationships with customers who prefer live chat. In the first part of our series, we focused on the pre-conversation efforts of setting yourself up for successful chat interactions with customers. For this part, we’ll focus on how the actual chat conversation impacts the customer relationship.

It’s no secret that more B2B (business-to-business) customers are using live chat than ever before. A simple way to get a response from a business without having to call (and often face hold times) or email, chat is a real-time form of communication many businesses leverage daily. But what happens when most, if not all, of your conversations with a customer happen over chat?

In Part 1 of this series, we introduced Mike Caracalas, leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People, who says that “Right now, you as leaders have only one option: Lead your way out of this challenge.” We continue our chat with Mike, talking about how to keep things fresh as the weeks go on and how to reacclimate to working “together” in the literal sense when our workplace doors open back up.

“Right now, you as leaders have only one option: Lead your way out of this challenge.” That’s what Mike Caracalas, leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advises. He’s right. But leading in the best of times is difficult, and while many of the best leadership qualities and practices must apply these days more than ever, leaders must quickly adapt to an ongoing, very complex way of getting work done.