Rocketium is a cloud-based software that lets users create, automate, and edit their own videos with text, images, voiceovers, footage, and motion graphics. When I added their brand’s email as an example in one of my articles, their CEO, Satej Sirur was kind enough to give us a thumbs up. Fast forward to today, here’s a detailed secret sauce interview on how customer support works at Rocketium, the tools they use, the strategies that have made them successful, and much more.

Please hold. There are 12 callers ahead of you. Your business is important to us. This scenario is still far too common in customer support, even in the B2B (business-to-business) industry where the average customer value is higher and business relationships matter more. Sometimes waiting on hold for a half hour may be because of understaffing. But, other times it’s simply due to an inefficient customer service team.

The OneDesk Knowledge Base is a ‘customer app’ that you can add to your website widget or place directly on your website, to provide a place for your customers to find answers to their questions. It works by allowing you to create items (which we will call “KB articles”) and publish them to this app.

The steady rise of customer expectations is central to every conversation about customer service. The most successful companies are taking ongoing and proactive steps to meet those expectations, which can vary by industry and demographic, through thoughtful omnichannel support offerings, empathetic agents, and great analytics.

Collaboration starts with ease of use, as the defining experience that makes users contribute to conversations, adopt the tool, return without being forced and use the application on all devices. This is what creates collaboration - and without ease of use, the statistics that show why collaboration tools deliver better productivity than email are void.

Implementing live chat in business websites increased average order value by 14%1 and website pages views per session to 263%. 51%2 customers prefer chatbots in customer support over emails, given they are easy to communicate to. Both these statistics project a very welcoming stance for the respective channels. But which one is preferred over the other? Will live chat benefit your business the most, or will a chatbot do the trick for you?

With new tools available in the market to customers and customer service professionals alike, the relationship between both has become both easier than ever, and the most confusing it has ever been. Customers can now spend minutes (or sometimes hours!) looking for the correct channel to address their questions, while customer support agents are tracking dozens of metrics in an attempt to understand the customer better.

Many businesses are looking for new ways to improve and strengthen their own customer relationships. They’ve hired a great team of account managers, have incredibly knowledgeable support agents, and have provided them with the technology needed to succeed. However, even with a group full of all-stars, getting new employees up to that same level quickly can be a challenge as a company grows.