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Wednesday, October 15, 2014
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 The customer service function is typically performed one help ticket at a time. In a B2C environment, that method is still appropriate in most cases, but for B2B companies with external-facing support teams, there is a need for a higher-level view of the customer than what typical help desk solutions can provide. Today's most savvy B2B organizations realize that their help desk plays a key role in positively—or negatively—impacting the company's bottom line. In this webinar, you'll discover new cutting-edge best practices in B2B customer support to help your team deliver a whole new level of customer service that not only resolves your customers' issues but also helps your organization build stronger customer loyalty—all while saving time and running more efficiently. You'll also hear from a high-level representative of a software company serving business customers across North America, who will share lessons learned during his company's recent successful help desk transformation using these very principles.

What attendees will learn:
  • The difference in customer support/customer service requirements in B2B versus B2C
  • Why customer support teams play such a vital role in growing the organization's business
  • How collaborative customer support is essential for serving the needs of today's customers
  • How your help desk is uniquely positioned to gain valuable business intelligence and visibility into your customers
  • How to reduce call volume by allowing customers to serve themselves through knowledgebase, customer portal and customer community functions
  • Lessons learned from a B2B software organization that has implemented these best practices

Who should attend:
  • Customer service/help desk managers
  • Customer support professionals
  • Anyone interested in improving the customer experience


Presenters

Robert C. Johnson
Co-founder and CEO
TeamSupport LLC

Eric Harrington
Co-founder and COO
TeamSupport LLC

Anna B. Yang
Product Manager
Suntell


Moderator

Stefania Viscusi
Editor
TMCnet