Subscribe: The PhaseWare Files: Articles, Observations, and Ideas about Customer Support
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The PhaseWare Files

Articles about Customer Support and how B2B companies can benefit from an excellent software package.

Published: Thu, 22 Feb 2018 14:15:06 GMT2018-02-22T14:15:06Z


These 3 Support Metrics are Invaluable

Thu, 22 Feb 2018 14:00:00 GMT2018-02-22T14:00:00Z

Analyzing metrics are critical components for any business, and every metric tells a different story or provides different insights. A single metric may identify a flaw, but another metric could identify why the flaw occurred in the first place so you can work toward resolving it. A configurable collaboration solution many businesses opt for is analyzing various support metrics to get an overall view of their support team’s performance so they can choose the areas to focus on. Support metrics are invaluable to any business, and here are the top three to focus on.

How Service Analytics Can Help You Grow

Tue, 20 Feb 2018 14:00:00 GMT2018-02-20T14:00:00Z

Businesses always want to grow, but some of them aren’t prepared for the growth when it happens. Service analytics play a large role in the successful growth of any business, since managers can identify trends and challenges and have a solution in place for when they occur. The importance of cloud based customer support software is monumental when it comes to service analytics. The earlier you can analyze important metrics, the easier it will be to grow your business naturally and be ready to handle the success. Here are different ways service analytics can help your company grow.

How Can You Reduce Customer Churn?

Thu, 15 Feb 2018 14:00:00 GMT2018-02-15T14:00:00Z

No company likes to see customers ending their relationship with them, but the reality is it’s going to happen. The best thing businesses can do is take steps to measure customer churn rates and work to find a solution to reduce those rates. Having configurable customer support software in place can help you retrieve the metrics needed to do a thorough analysis and work toward developing new strategies. You can’t please every single customer that does business with you, but you can proactively ensure your existing customers keep coming back. Here are some tips on effectively reducing churn rates and addressing problems to work toward solutions.

How SLAs Help Your Agents Serve Your Customers

Tue, 13 Feb 2018 14:00:00 GMT2018-02-13T14:00:00Z

A common struggle for customer support agents is not knowing how to prioritize tickets. There are many different factors that go into understanding which ticket has the highest priority, and these factors can cause some challenges. Having a service level agreement in place sets standards for customers, as well as for agents. And with a service level agreement tracking tool, you can provide your agents with a resource to help them prioritize their workflow appropriately to serve customers efficiently. Here’s how SLAs can help your agents serve your customers better.