If you are a part of a B2B (business-to-business) customer support operation, you have workflows in place whether you realize it or not. They may have been written down last year or have been passed down from different eras of support leadership like an urban myth, but there is generally a method every company has for responding to customer issues and problems. Ask yourself one question: When is the last time you’ve truly tried clearing out the clutter of your support workflow?

We introduced this blog series in Part 1 by walking you through what to expect after the onboarding process, starting with your dedicated Customer Success Manager (CSM). In Part 2, we explore all of the self-service options available within the TeamSupport platform. Help Yourself Many, if not most times, it’s more time efficient for you and your agents to solve simple issues yourselves, rather than submitting a ticket, sending an e-mail, or calling support.

As published in CustomerThink.com, June 2, 2020. In everyday life, people are bombarded with the concept of “change” and “switch.” Whether it’s driving by a billboard advertising a cool new car or seeing a phone company commercial on TV and wondering if you can get more data for less money, there is always someone out there trying to paint a picture of a greener pasture. It happens in our work life, too.

From a global customer success team to a robust knowledge base, here at TeamSupport we want to make sure you get the most out of our B2B (business-to-business) customer support solution. In this blog series we’ll walk you through what to expect after the onboarding process as well as all of the resources available to you and your support team. I’m a person who enjoys mysteries and puzzles, but I certainly wouldn’t want your experience with using our platform to be either one!

In Part 1 of our two-part series, we discussed some important steps for better understanding your customers. Having a happy customer is one thing, but how do you go about creating a relationship with a customer where you both feel like each other’s champion?

Creating strong relationships with your customers isn’t something that happens overnight. And, every customer has a unique personality and perspective on business relationships. Ever been around a group of young pups? They may have the same parents and even look alike (i.e. adorable with tiny floppy ears) but talk about some unique personalities! It takes time and effort to understand individual pups and businesses alike, but once you do the end result is very rewarding.

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!

There are two types of people in the world. The first type thinks B2B customer support is a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have. The second type thinks B2B customer support is a profit center. Support may be part of a successful business, but that’s because they are a part of a greater revenue generating team.

Does your company currently measure customer satisfaction? If so, how accurate and time consuming are your measurements? With so many different touchpoints factoring into customer satisfaction, from ticket response time to NPS (Net Promoter Score) and everything in between, getting actionable information in a timely way can be a challenge. This doesn’t mean you should take the easy way out when it comes to measuring customer satisfaction.