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Take Time and Assess Requirements Before Choosing a B2B Customer Support Solution

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Take Time and Assess Requirements Before Choosing a B2B Customer Support Solution

February 13, 2015

  By Laura Stotler, TMCnet Contributing Editor

Navigating customer relationships is always a tricky business and becomes even more complicated when dealing with B2B communications. Business customers tend to have very specific needs and ensuring your customer support software can handle those needs efficiently and cost effectively is tantamount to success in the B2B world.

Customer support specialists TeamSupport recently published a blog post outlining some of the key factors to consider when choosing B2B customer support software. Solutions need to nurture and support business customer relationships throughout their lifecycle, which means both before, during and after a sale is made. With an increasing number of solutions flooding the marketplace, a few considerations are important before allocating budget to this critical investment.

One of the first things a business needs to do is assess its needs and requirements well ahead of a purchase. A good solution will mesh well with existing business workflows as well as support the unique requirements of your particular business. Along those lines, a good solution doesn’t need to be complex, it merely needs to support your basis requirements. A good way to tackle those requirements is to come up with a realistic list of features like contact management, support request monitoring and tracking and ticketing.

Scalability is always an important consideration before making a costly purchase, and particularly so when it comes to customer support. Does your business have seasonal fluctuations? Are you a growing small or medium-sized business? Knowing whether your customer support solution may be easily scaled up or down to adjust to fluctuating business flows is critical when making a choice.

Another nice feature when it comes to B2B customer support is customization. Your company already has tried and true customer support processes in place and you want your software to support these unique business practices. So your solution must be versatile, and it must also be able to grow and change with your company without the need for large capital outlays to make adjustments.

A good B2B customer support solution must also be mobile to meet the needs of your agents, who will wish to access it from their own devices, including phones, tablets and laptops. The more mobile and accessible your choice is, the better off you will be in the long run.

And finally, in what is perhaps the most practical advice for all types of purchasing decisions, make sure you get a demonstration of the product in action. This includes really trying out and testing the solution to ensure it’s user friendly for you and your workers, and that it is flexible enough to meet the changing demands of your particular business. By taking your time and really thinking through your requirements before making a purchasing decision, you will end up with the best B2B customer support solution for your organization.

Edited by Alisen Downey
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