Transforming the DNA of Your B2B Customer Service Team

Everyone understands that Customer Service plays a significant role in an organization’s success. What many business leaders don’t always know, however, is the “what, why and how” behind some of the recurring struggles that are seemingly baked into the DNA of many Customer Service teams — struggles that can stunt growth and stagnate progress at a time when it’s most necessitous.

This ebook attempts to answer those questions by examining recent Customer Service trends, addressing the elephant in the room (shared inboxes), and exploring the benefits of employing a digital assistant to help your Customer Service Reps (CSRs) work smarter, not harder.

This ebook hangs its hat on the term Customer Service, as it encompasses a wide range of activities, interactions, and processes that contribute to the much broader customer experience (CX).

• Care, support, service – whatever you call it is up to you.
• The meanings and functions may vary from company to company.
• The shared goal remains the same: Satisfy customers!