B2B Customer Support Blog

Customer First: The Best Business to Business Customer Service Blog

  • Maintaining Accurate Reporting and Metrics in Customer Support Software

    Maintaining Accurate Reporting and Metrics in Customer Support Software

    With more companies discovering the value of customer support, and how it’s now a profit center and no longer a cost center, company executives are placing a higher value on support...

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  • The Importance of Task Management in Customer Support Software

    The Importance of Task Management in Customer Support Software

    Like any business, we all have different customers with different needs. Some customers have basic issues, while others have highly complex problems that can’t be solved in a single...

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  • Why “Customer Success” Is NOT Just a Catch Phrase – It’s Here to Stay

    Why “Customer Success” Is NOT Just a Catch Phrase – It’s Here to Stay

    In the business world, catch phrases come and go. Remember when “the net” was a thing? Running to your desk to grab a spreadsheet from “the net” was once a common task, but if you told...

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  • 4 Ways the Customer Support Process is Like a Sales Funnel

    4 Ways the Customer Support Process is Like a Sales Funnel

    As professionals, it can be surprising how roles within a business that seem completely opposite really aren’t that much different. A product manager and a technology stack manager may...

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  • Enhance Self-Service Portals with Efficient Workflows

    Enhance Self-Service Portals with Efficient Workflows

    Managing self-service portals can sometimes be a daunting task. Especially if you’re inheriting the work of others, finding a starting point for how to update your self-service content...

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  • Top 4 Support Metrics to Optimize for Better B2B Customer Experience

    Top 4 Support Metrics to Optimize for Better B2B Customer Experience

    The B2B customer is unique and requires a special kind of support strategy. In addition, the metrics that a company uses to measure success are also unique and very important. Utilizing...

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  • How to Choose Customer Interaction Management Solutions that Work

    How to Choose Customer Interaction Management Solutions that Work

    When it comes to customer interaction management (CIM), sometimes it can feel like every department has a seat at the table. Account management wants to know what support is saying,...

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  • B2B vs B2C Differences in Customer Service Interactions

    B2B vs B2C Differences in Customer Service Interactions

    Ever since we were kids, the impact customer service has had on our lives has been profound. Small children will beg their parents to go the local bakery or butcher shop – not because...

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  • Flexible Support System: Creating Personalized Customer Experiences

    Flexible Support System: Creating Personalized Customer Experiences

    Throughout our personal and professional lives, we experience elements of personalization on a daily basis. “Have it Your Way” is now more than just a catchy fast food slogan, it’s a...

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  • How to Leverage Customer Service Software Reporting Data

    How to Leverage Customer Service Software Reporting Data

    Living in the “information age”, it feels like there’s a data point for everything. Not only are insights available for countless topics, but the way data is collected has become...

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  • 5 Signs You've Outgrown Your Help Desk Software

    5 Signs You've Outgrown Your Help Desk Software

    It’s usually pretty difficult to tell when it’s time to upgrade a software system, especially when it comes to your help desk software. Even in the best cases, an outdated or small help...

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  • 7 Ways to Improve Customer Service Skills for Your B2B Team

    7 Ways to Improve Customer Service Skills for Your B2B Team

    If you’re under any doubt about how important customer service is, almost nine out of ten people have stopped doing business with a company due to a poor service experience. Meanwhile,...

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  • 8 Ways Marketing and Customer Support Are The Same in B2B

    8 Ways Marketing and Customer Support Are The Same in B2B

    There is a fundamental difference between companies who sell to businesses (B2B) and companies who sell to individual consumers (B2C). Your approach is different, your tools are...

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  • How to Set Up a Help Desk Software Properly with Custom Fields

    How to Set Up a Help Desk Software Properly with Custom Fields

    Properly managing your help desk software is just as important as what solution you choose. Even if you have the best technology, if it’s not properly configured the software can create...

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  • Improve B2B Customer Experiences By Using a Help Desk Software

    Improve B2B Customer Experiences By Using a Help Desk Software

    The amount of focus companies devote to customer experience and engagement has continued to increase. Especially for companies who can’t beat their competition when it comes to price,...

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  • How will Virtual Reality and Augmented Reality Impact Customer Support?

    How will Virtual Reality and Augmented Reality Impact Customer Support?

    Thanks to technology, we live in a world that is ever-changing and evolving. It may seem hard to believe, but only forty years ago if you wanted to communicate a message you had to pick...

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  • Customer Service System: How to Find One That Fits Your Business

    Customer Service System: How to Find One That Fits Your Business

    With so many choices available, selecting the right customer service system for your business isn’t easy. Each member of your leadership team may want different things in the system,...

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  • CRM Best Practices That Make Customer Support Software Efficient

    CRM Best Practices That Make Customer Support Software Efficient

    Now popular among businesses of all industries, CRM (Customer Relationship Management)  systems are vital to the success of any business. Not only do they work well to keep current...

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  • B2B Customer Service As a Competitive Advantage

    B2B Customer Service As a Competitive Advantage

    With the globalization of the business world, competition is more fierce than ever before. Companies lose deals to competitors located half way around the world and are always looking...

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  • Proactive Strategies for Your Help Desk Team

    Proactive Strategies for Your Help Desk Team

    In the modern help desk era, sometimes waiting around for your customers to reach out to you isn’t good enough. Competitors are pestering your customers with emails and phone calls on a...

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