Customer support can be a challenge. Especially in the B2B (business-to-business) industry, the quick decisions your support team makes can have a profound impact on a customer relationship. Whether or not they make the right decision on the phone can be the difference between calming an upset customer or making them even more angry. One method businesses are utilizing to improve the number of positive customer interactions that happen every day is to leverage customer support systems.

The facility management industry is unique. You’ve got customers with all different types of buildings and a wide array of needs and demands. This means there’s isn’t a “blueprint” for how to deal with customer issues as they arise. Fortunately, B2B customer support software exists to help! Here are a few reasons why facility management leaders need support software to optimize their operations…

There’s an old saying – “the squeaky wheel gets the grease” – that sometimes rings all too true for customer support teams. When prioritizing support inquiries, there’s a hierarchy of channels. Email sits at the bottom, with response times ranging into hours or even days. Chat is somewhere in the middle, with customers expecting a response in a few minutes. Phone support sits at the very top.

A company website is important to any business. It’s your face and first impression to all different types of people – prospects, investors, researchers, and more – and putting the right content in front of the right role makes a difference.

If you’ve ever worked in or been a part of the customer support industry, you’ve likely seen or directly experienced “contents” or “games” like the scenarios listed above. The more formal definition – gamification – is essentially a tactic used by the customer support industry to incentivize agents to reach specific (yet often arbitrary) goals put in place by leadership.

It seems like all areas of a business now rely on software in some way. There is payroll software for Accounting, lead nurturing and CRM for Sales, and customer service for the support team to resolve customer issues. All these systems are great, but in this modern era of business how do companies communicate internally with so many different technologies?

Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business.

Customer service is a concept that can mean many things to different businesses. At the heart of it all however, serving the customer is what keeps a business running. It’s crucial for the longevity of any company. Gartner’s 2018 Customer Experience Survey found that two-thirds of a company’s competitive edge was predicated on the experience they delivered to their customers.

Great customer service agents are invaluable in any business. Not only can they make your customers happy in an instant, but they can completely change the perception of your company. Finding these great agents, however, isn’t easy. Here are twelve customer service skills all great agents need and what you should look for when building your team…

We’ve all worked with customers that have seemingly unrealistic expectations. You give them an inch and they expect a mile! However, losing them as a customer is simply out of the question. Maybe they’re a large percentage of revenue or there’s a lot at stake in making the business relationship work. Regardless of the scenario, here are 4 modern strategies for managing customer expectations…