Teams | Collaboration | Customer Service | Project Management

Did you miss Part 1 of this series? It was quite a show! Luckily, you can still go back and read it! We’re looking at different B2B customer support channels from two distinctly opposite perspectives: cost center (support is a necessary evil of business) and profit center (support can hold its own in the revenue generation conversation). In Part 2 we are looking at two of the most modern support channels, self-service and visual support. And we’ve got a bonus at the end!

Smartphones have become a common part of everyday life. Pew research reports that 96% of people in the United States use cell phones. And with their ubiquity, text messaging has become one of the most common forms of communication in modern life. Recent research from Text Request found that 97% of smartphone users had texted in the past week. For businesses, that makes text messaging an important channel to include in your customer support strategy.

In today’s omnichannel world of live chat, social media, email, and more, it can be easy to overlook the critical role that phone support still plays for many customers. In fact, phone is still the most common way that customers prefer to contact customer service at a company, according to Benchmark data.

Zendesk takes security very seriously—just ask the Fortune 100 and Fortune 500 companies that trust us with their data. We use a combination of enterprise-class security features and comprehensive audits of our applications, systems, and networks to ensure that your data is always protected, which means every customer can rest easy—our own included.

Field technicians, as part of their service workflow, are required to execute certain repetitive tasks each day. These tasks improve information dissemination across teams, ensure that the documentation for every service request or task is up-to-date, and help visibility and coordination between helpdesk and field teams. These tasks are of paramount importance for your support and field teams to function smoothly.