While one minute doesn’t seem like a lot, when it comes to solving problems – conversations with support agents can feel long and drawn out. This can be particularly frustrating when the issues are trivial in nature. There are many situations where customers spend 5-10 minutes on the phone just to find out basic information, such as learning a product’s return policy.

Maintenance is a concept that is common to nearly every industry and business. While regular maintenance can be driven by the company itself, often times businesses rely on their customers to come forward with any degradations that they come up against. Audiovisual companies are no exception. One such company came to us with a set of requirements for their maintenance and upkeep of equipment that they needed to track and manage. In order to do this, we agreed that a ticketing system was the way to go.

Our Table View is now completely interactive and all terminology is editable. With this release we’ve made some significant changes, improving the Craft experience while keeping the simple user-friendly interface you’re used to. The Table View has been optimized to become a totally interactive spreadsheet – it’s like having your Excel file fully integrated with all your features, user stories and feedback.

The #1 piece of information you should be focused on as a leader is sharing company vision. Here’s exactly how to do it.

B2B (business-to-business) customers are becoming more demanding. After experiencing some of the more modern support methods in their everyday B2C (business-to-consumer) lives, they are increasingly expecting B2B companies to keep up. However, there is no one right answer for which channels a B2B company should offer for customer support. Below are the core customer support channels for the B2B industry, alongside specific reasons why companies offer them and why they choose not to.

We’re closing out July with some great new apps.

You have just started work and your calendar looks packed for the rest of the day. There are several tickets in the queue and you start resolving them one-by-one. A frustrated customer reports an issue. You help the customer out and update the status of the ticket to “resolved”. Job well done.

Productivity often feels too much like a fleeting moment than a focused channel. It’s too tempting to open a new browser tab, check your phone, or (if you’re like me) pace madly around your desk in a reluctance to sit still. Capturing that moment of focus and stretching it as far as you can is the key to finding the productivity groove you’re seeking on a daily basis. Easier said than done, right?

Why are companies increasingly competing on customer experience? Think about how high the bar’s been raised by disruptive brands like Uber and Amazon—we’ve latched onto innovative concepts like on-demand transportation and same-day deliveries as though they’ve been around for decades, proving that customers aren’t averse to change when it results in greater convenience.

No matter the industry, region or product — the true goal of all customer support teams is not just to provide assistance when a customer reaches out, but to deliver moments of ‘wow’ to each customer. However, as the importance of great support grows, so does its complexity. Customers can now reach out through emails, calls or live-chat, follow-up on social media, leave reviews on public forums and they expect regular updates to keep track of their issue.