“Due to increased call volume, hold times may be longer than usual.” How many times have we heard that when calling a customer support line? It’s frustrating enough when you have an issue that you need to get resolved without waiting endlessly on hold if you’re calling, or for an e-mail response if you’ve e-mailed in.

“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.

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.

This decade has begun with economic uncertainty. From COVID-19 to political and social movements, businesses of all types have been impacted by these events resulting in major fluctuations in consumer trust.

Now that we’ve reviewed four elements of B2B customer support excellence and the strategic business impact of each in Part 1 of this blog series—profit contribution, brand reputation, efficiency, effectiveness—let’s take a look at goals and action items that will get you there.

“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.”1 That’s according to a recent report by ServiceXRG, a research firm that helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

Stop playing ticket volleyball with your B2B customers When you stop playing ticket volleyball with your B2B customers--bouncing tickets from agent to agent or even dev ops—and achieve swift ticket resolution with the right B2B customer support software, everybody wins. We conclude our four-part series about how a B2B customer support software solution like TeamSupport can help solve the many points associated with your current customer support system.

Break down silos and build up communication among teams. In today’s hyperconnected world of business, it’s hard to believe that silos still exist between departments. Sadly, they do. But with the right B2B (business-to-business) customer support software, it’s easy for support, sales, and product development teams to all have full visibility into the history of the customer, what products they are using, and what communication has occurred throughout the relationship.

The right B2B customer support software means never having to say goodbye. In our first blog post in this four-part series we introduced the top pain points reported by B2B customer support professionals and how the right B2B customer support software will help you solve for all of them, starting with using a B2B help desk ticketing system instead of your inbox to resolve issues in a more timely, efficient manner.

Has your Inbox has screamed, “Enough!” because of all of the e-mails related to support tickets piled up? This is one of the top pain points reported by B2B customer support professionals, and this four-part blog series will explore how the right B2B customer support software will help you solve for all of them.