“To retain the customers you have, you must help them achieve the outcomes they need.” This concept, as detailed in the new whitepaper by ServiceXRG, illustrates how well-defined service programs and effective adoption of your product can be the keys to maximizing recurring revenue performance. Part 1 of this blog series highlights excerpts from the key concepts for using services to retain and grow recurring revenue.

“Customers buy products to enable and streamline their business operations. Services drive recurring revenue by helping customers to successfully adopt and apply products.” That’s how the new whitepaper by ServiceXRG introduces the concept of how well-defined service programs and effective adoption of your product can be the keys to maximizing recurring revenue performance.

“It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness…” So begins the classic novel, A Tale of Two Cities, by Charles Dickens. It refers to the premise of the story: A time of despair and suffering on one hand, and joy and hope on the other. And it's how we began our story of two B2B customer support departments.

“It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness…” So begins the classic novel, A Tale of Two Cities, by Charles Dickens. It refers to the premise of the story: A time of despair and suffering on one hand, and joy and hope on the other.

Whether you are a customer support professional or manage a team of agents for your company, certain soft skills can significantly impact how positive each customer interaction will be. In Part 1 of this series we explored two, and here in Part 2 we take a close look at a few more soft skills that support staff should master in order to provide the best customer experiences. 4. Organizational & Time Management Skills

Customer service can effectively make or break your business in the eyes of customers. According to Small Biz Genius, 95% of customers indicated that customer service is a decisive factor in their brand loyalty. In addition, 58% of customers said that bad customer experience can lead to them abandoning a brand they otherwise enjoyed purchasing from.

This series that began with Part 1 on why it’s more important than ever to revisit how to keep customer support teams engaged with each other, continued with Part 2 where we dove into tips for enabling collaboration and engagement among support team members and between agent and customer, and introduced solution tools that enable the most efficient customer support in a remote environment in Part 3, now concludes with Part 4 where we review more solution tools to empower customer support teams.

In Part 1 of this blog series, we introduced why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. In Part 2, we dove into tips for fostering collaboration and engagement among support team members and between agent and customer.

In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. Now in Part 2, we dive into tips for enabling collaboration and engagement among support team members.