This year we’ve seen an unexpected acceleration of cloud and software companies, driven by the sudden shift to remote work. In particular, business-to-business (B2B) software is “having a moment,” and the trend seems likely to continue. In this context, the announcement of this year’s Forbes Cloud 100 List takes on a new significance.
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“Cloud is about how you do computing, not where you do computing.” – Paul Maritz, VMware CEO Once you decide to implement a new B2B customer support software solution, the first step is to do an internal assessment to determine how to choose the right provider.
High productivity. Low turnover. Satisfied workers. Less stress. A larger talent pool. Fewer office expenses. ADA compliance. And better work-life balance. When you list the benefits of remote work, there’s a lot to love – for both businesses and the people they employ – which is a huge reason why more and more companies are starting to embrace a remote workforce.
You want to stop focusing only on getting tickets closed and instead work on building strong relationships with your customers. You’ve determined that e-mails and spreadsheets are no way to manage support interactions. And you want to break down the silos between support, sales, and product development and improve collaborations between these departments.
Artificial intelligence (AI) helps businesses meet the digitally-inclined customer on their channel of choice. From ticket deflection to smart automation, the impact of AI on customer service is announcing itself in surprising ways. A customer can now start a conversation over chat, continue it via phone, and pick it up later over email within the same conversation thread.
