To the outside world, customer service agents are the face of any business. They influence how people perceive brands and are directly responsible for the retention and churn rates for any organisation. This is not an easy responsibility to shoulder, especially if you're new to the industry.

Uncover the true value of your customer support organization with the technology trends that matter most in 2017. A recent survey by Gatepoint Research finds that 51% of Gatepoint survey respondents stated their leadership team views customer service as a potential competitive advantage. However, uneven service continues to be the main cause of customer frustration.

This eBook explores the importance of customer support software in the business-to-business (B2B) industry and how TeamSupport's software enables success.

What do you do to make sure your customers remain loyal to you? You need to earn your customer's trust and also keep it. How important is it? History shows how well known brands have ignored their customers and suffered for it.

When 76% of consumers say they view customer service as the true test of how much a company values them, you have to make sure that your strategy, and tool, are top notch. Here's a collection of best practices, drawn from our conversations with customers, to help you improve your agents' productivity and win customer love.

Customers actually prefer self-service, according to many studies and reports including Forrester's top trends in customer service. It provides fast answers, and eliminates the need to wait on hold when phoning support. But as with any factor of B2B customer support, there are best practices to follow in implementing self-service.

Win with fairness-strengthen your customer relationships

A unified experience is like taking the multi-channel approach and gold-plating it, so that no matter how your customers access your support (email, phone, portal, social media, etc.) they get the SAME wonderful experience. Using the right system not only accomplishes this, but also eases the burden on your support team, reducing frustration and improving morale.