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BrandViews / TeamSupport

Part 1: The Difference Between Customer Sentiment Analysis and Customer Distress Index and Why You Should Pay Attention

by Connie Glover - B2B customer support has become more complex than ever…in a good way. By utilizing the many tools available—and more…

June 30, 2020
BrandViews / TeamSupport

Part 2: What’s in a Name? A Lot! The Importance of Knowing Your B2B Customers

by Dylan Wilkerson - How well do you really know your customers? It’s the question we asked in Part 1 of this blog…

June 24, 2020
BrandViews / TeamSupport

Part 1: What’s in a Name? A Lot! The Importance of Knowing Your B2B Customers

by Dylan Wilkerson - How well do you really know your customers? In a B2C (business-to-consumer) environment, it is very rare to know…

June 23, 2020
BrandViews / TeamSupport

Part 2: Managing the Post-sale Customer Experience in Uncertain Economic Times

by Matthew Brown - In Part 1 of this series, we discussed some strategies for helping to navigate new B2B (business-to-business) customer relationships…

June 18, 2020
BrandViews / TeamSupport

Part 1: Managing the Post-sale Customer Experience in Uncertain Economic Times

by Matthew Brown - This decade has begun with economic uncertainty. From COVID-19 to political and social movements, businesses of all types have…

June 17, 2020
BrandViews / TeamSupport

The Importance of a Customer Satisfaction Measurement Tool to Your Business

by Matthew Brown - Does your company currently measure customer satisfaction? If so, how accurate and time consuming are your measurements? With so…

May 14, 2020
BrandViews / TeamSupport

4 Ways Video Technology Can Improve Your Customer Support and Operations

by Matthew Brown - Living in a world where remote work is now common, more companies are leveraging video technology than ever before…

May 2, 2020
BrandViews / TeamSupport

Building Strong Relationships with B2B Customers who Prefer Live Chat – Part 3

by Matthew Brown - For the third and final part of our three-part series (Part 1 and Part 2) on building and maintaining…

April 28, 2020
BrandViews / TeamSupport

Building Strong Relationships with B2B Customers who Prefer Live Chat – Part 2

by Matthew Brown - This blog post is the second part of our three-part series (the first part is here) on building and…

April 23, 2020
BrandViews / TeamSupport

Building Strong Relationships with B2B Customers who Prefer Live Chat – Part 1

by Matthew Brown - It’s no secret that more B2B (business-to-business) customers are using live chat than ever before. A simple way to…

April 21, 2020
BrandViews / TeamSupport

Be the Leader You are Meant to Be—Even from Your Living Room, Part 2

by Connie Glover - In Part 1 of this series, we introduced Mike Caracalas, leadership coach, executive consultant, and author of Ten Strategies…

April 16, 2020
BrandViews / TeamSupport

Be the Leader You are Meant to Be—Even from Your Living Room, Part 1

by Connie Glover - “Right now, you as leaders have only one option: Lead your way out of this challenge.” That’s what Mike…

April 14, 2020
BrandViews / TeamSupport

How Keeping Customer Support Morale High Influences CX

by Matthew Brown - Especially in an era of remote work, it can be difficult to manage the morale of your customer support…

April 10, 2020
BrandViews / TeamSupport

The 3 Secrets to a Great B2B Customer Support Team

by Matthew Brown - Creating a great support team isn’t something that happens in a day, a week, or even a month. It’s…

April 3, 2020
BrandViews / TeamSupport

Maintaining Strong B2B Customer Relationships Without Face-to-Face Interaction

by Matthew Brown - In an era where remote work has become commonplace, many customer success managers aren’t too happy. Why? Don’t they…

March 27, 2020
BrandViews / TeamSupport

7 Tips for Managing a Remote Customer Support Team

by Matthew Brown - For a variety of reasons, be it a cultural shift in the workplace or a major event like COVID-19,…

March 20, 2020
BrandViews / TeamSupport

5 Ways Great Customer Service Teams Work Through Emergency Situations

by Matthew Brown - Everything is moving along nicely with your company and then – out of nowhere – an emergency pops up.…

March 15, 2020
BrandViews / TeamSupport

The 7 Factors of Positive Self-Service Experiences

by Matthew Brown - As a customer, hearing the answer “go read this self-service article” from a support agent can be a frustrating…

March 7, 2020
BrandViews / TeamSupport

5 Ways Support Teams Can Show Customers They Care

by Matthew Brown - Everyone in the business world has had an experience where it didn’t feel like they mattered to a vendor…

February 22, 2020
BrandViews / TeamSupport

The Impact of Corporate Culture on Customer Support Operations

by Matthew Brown - All companies strive towards having a strong corporate culture. People make a business what it is, so keeping them…

February 7, 2020
BrandViews / TeamSupport

6 Tactics to Focus on for Preventing Customer Churn

by Matthew Brown - The concept of “customer churn”, or customers leaving a business, is something that keeps executives around the world awake…

January 24, 2020
BrandViews / TeamSupport

The Key 2020 Customer Service Trends You Need to Know

by Matthew Brown - The new year is here and with it comes our annual list of key customer service trends! Our 2019…

January 10, 2020
BrandViews / TeamSupport

8 B2B Customer Support Breakthroughs to Prepare for In the Next Decade

by Connor Brooke - As we look forward into the next decade, let’s first reflect back to the previous one and the impact…

December 10, 2019
BrandViews / TeamSupport

Ticket Management for Dummies: Keeping Tickets Organized Truly Matters

by James Spillane - You get a support call escalated to you one minute, your boss tells you to call a different customer…

October 25, 2019
BrandViews / TeamSupport

The Value of the Post-Sale Customer Experience in the B2B Industry

by Jay Leonard - You’ve given them countless product demos. Made executive trips to their headquarters. Answered their questions on Saturday mornings. Invited…

October 14, 2019
BrandViews / TeamSupport

The Top 5 Most Important Metrics to Customer Success Teams

by Jay Leonard - With more companies creating and expanding their customer success teams than ever before, it’s critical that leadership focuses on…

September 20, 2019
BrandViews / TeamSupport

­What You Need to Know About B2B Customer Success to Beat Your Competition

by James Spillane - Great companies have always cared about their customers. When a customer pays for a service or offering, it’s up…

September 15, 2019
BrandViews / TeamSupport

Understanding the Customer Service Expectations of B2B Customers

by James Spillane - The difference between a B2B (business-to-business) and B2C (business-to-consumer) customer is night and day. To most B2C companies, customers…

September 8, 2019
BrandViews / TeamSupport

The Future of Emotion Detection in Customer Support

by James Spillane - Can you truly tell how a customer feels about your business? There are many different tactics that attempt to…

August 30, 2019
BrandViews / TeamSupport

When Should You Close a Ticket? Evaluating Different Strategies to Increase Satisfaction

by Connor Brooke - For support agents, ending the conversation with a customer can be a mixed bag. With some customers, the conversation…

August 23, 2019
BrandViews / TeamSupport

Are You Taking a Data-Driven Approach to Managing Customer Support?

by Connor Brooke - There’s no way around it – in the modern business world, companies need data from all areas of their…

August 16, 2019
BrandViews / TeamSupport

The Blueprint to Scale Your Customer Support Operations

by Connor Brooke - Seeing a business grow in front of your eyes is exciting. You’ve got a product or service people love,…

August 9, 2019

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