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Customer Service Software is Key in Customer Experience

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Customer Service Software is Key in Customer Experience

August 07, 2015

  By Maurice Nagle, Web Editor

The customer experience can be defined as the quality of interactions a customer has with a firm’s services or products, and as the enterprise moves toward a customer-centric model the tools it chooses to serve customers is of the utmost importance. While a B2B company may face slightly different challenges than a B2C company at the end of the day one thing is true for both: customer is king.

A recent article from Software Advice outlined some ways to ensure that customers receive exceptional customer service.

Mobile customer support is a key component to a successful customer experience. Pew (News - Alert) Research notes that not only do 91 percent of American adults own a mobile phone, but that no technology in modern times has been adopted at such a quick rate. What does this say? Well, customers want to communicate on their channel of choice. It is integral to have a mobile friendly site.

Another channel gaining in importance is live chat. Customers want real-time responses to questions and inquiries. A recent Software Advice survey illustrated that in the age group of 18-34, 56 percent would prefer to ditch the phone for live chat.

Another piece to delivering exceptional customer service is self-service. Self-service resources allow the customer the choice of waiting for a representative or serving themselves. By collecting and leveraging data on user preference, a self-service portal can be molded to fit customer demand. One B2B customer service software company setting the bar for self-service is TeamSupport. TeamSupport software allows customers to organize topics and set public availability of resources.

Another area key to any firm’s customer experience strategy is social media support. A bad interaction can go viral in near real time on social media, so it is vital to provide the level of attention this channel deserves. Just ask companies like Comcast (News - Alert) and United how poor social media interactions worked out for them.

Last but certainly not least is omni-channel support. The key cog in omni-channel support is context. A customer should not have to repeat themselves on various channels to find resolution. A solution should be found in seamless and contextual interaction.

The face of B2B customer support has changed from just a few short years ago. It is integral for a company to do its due diligence when developing a customer experience strategy and follow through. As long as customer demand is put first all the pieces should fall into place.

Edited by Dominick Sorrentino
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