In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers…and for your bottom line. The first way to do so is to ensure product adoption and use. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn. That’s what we explore in Part 2. Reduce Churn and Prove Value Overall support demand grew by 10.6% in 2020.

In today’s modern IT world, enterprises are looking to not only streamline their global monitoring operations but also facilitate access to reporting capabilities that provide insight into usage, uptime, and availability of SaaS services. Covid disrupted the work culture and our daily lives. With so many of us working from home, IT leaders and executives are now more than ever interested in ensuring that the cloud services their team relies on are available.

Oh, the blank canvas. While the freedom of a blank slate may be a breath of fresh air for the new year, when you’re in a bit of a bind it can be overwhelming. You can end up spending hours searching for that creative spark and setting everything up just the way you like it from scratch—or you can tap into one of our templates to get the ideas flowing. When we started building templates for the first time, we wanted to give users the quickest of starts.

Automation got a bad reputation pretty quickly in the customer service world. Since the 1980s, customers calling support have had automated tellers putting them on hold and repeating the unconvincing assurance, “Your call is very important to us.” Automated tellers turned into chatbots. This technology could be just as frustrating with bots conducting clumsy conversations that fail to provide real help.