Teams | Collaboration | Customer Service | Project Management

Internal support teams receive an average of 492 tickets per month (Zendesk). 69% of internal support tickets are resolved in one touch (Zendesk). It takes an average of 24.2 hours to provide a first response to an internal support ticket (Zendesk). Given that 69% of internal support tickets are solved in a single communication, a first response time of 24 hours seems high. It suggests that internal help desk teams may be too busy to respond to queries quickly.

Statistics show 88% of HR teams consider employee engagement a strategic priority for their organization. Employee engagement is a workplace method designed to improve an employee’s outlook on the company and invest emotional interest in the organizational goals. If the right employee engagement methods are used, employees will be ready to push their limits and work towards the organizational goals, driven by a sense of personal interest in their work.

Did you know that 50-60% of today’s organizations still rely on manual Identity Access Management (IAM)? While password management technologies like LastPass enable administrators to provision and monitor users across IAM applications, it requires admins to manually change these factors for each individual within the organization. This system can lead to lapses in access restriction and ultimately large losses in time, money, and security.

Businesses are always looking for the best ways to accommodate their customers’ needs. And in this fast-paced world, they should be able to satisfy customer demands as soon as possible. Fortunately, there’s technology to help you with that. In a joint study by Avanade and Sitecore, 52% of businesses use technology to help deliver better customer support operations. As the world gets increasingly digital, service providers should deliver support through these channels.

We’re lucky to be living in an age where technology is constantly evolving. Among all the innovations that have developed throughout the years, artificial intelligence, or AI, is one of the biggest technological breakthroughs that has ever happened to mankind. Ever since AI came into existence, it has been significantly impacting various sectors, including contact centers and the B2B industry.

People don’t generally open their wallets to spend money without getting something in return. Even when making a donation, there’s an incentive like feeling good or connecting to a cause. To be successful, businesses need to tap into unmet customer needs and offer solutions. Sounds simple — but how do you actually find out what’s on your customers’ minds?

This year we’ve seen an unexpected acceleration of cloud and software companies, driven by the sudden shift to remote work. In particular, business-to-business (B2B) software is “having a moment,” and the trend seems likely to continue. In this context, the announcement of this year’s Forbes Cloud 100 List takes on a new significance.

Customer reviews have become a key step in the customer journey, with a whopping 95 percent of customers reading reviews before making a purchase decision. Customers always had the power to recommend (or discredit) a brand to their friends or family. But being constantly connected has given them greater ability to influence many other customers' buying decisions as well, whether they’re posting a Tweet or writing a Yelp review.

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support. We conclude this series with customer support versus customer success.

We have released an update to the report creation interface. This a big step forward for non-technical users to be able to generate and schedule the reports they need. While the underlying report generation technology has not changed, the interface has become a lot more user-friendly and intuitive.