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, 15 Feb 2018 14:15:16 GMT2018-02-15T14:15:16Z


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.

How is Bad Service Hurting Your Business?

Thu, 08 Feb 2018 14:00:00 GMT2018-02-08T14:00:00Z

One reality every business faces is knowing a customer is more likely to share a bad experience with others than they will a good experience. A great customer experience is expected any time they walk through the door, pick up the phone, send an email or get on a live chat. Your onsite customer support software plays a large role in giving you the proper tools to be more efficient in giving customers what they need. However, sometimes it’s the relationship between an agent and a customer and how the customer is treated that could be the most damaging to your reputation.

Why Do Customers Love Self Service Portals?

Tue, 06 Feb 2018 14:00:00 GMT2018-02-06T14:00:00Z

A quality self service portal can make your company stand out because customers know they can find the answers to their questions quickly. Some companies have a self service option, but if it’s not configured properly, then it’s just as good as not having one at all. If you’re going to offer a self service portal to your customers, backing it up with customizable customer support software will make it easier to use and ensure your customer’s question gets answered appropriately. With customers today relying on self service options, you’ll be behind the game if you don’t offer one yourself. Here’s why customers love this option so much.