Customer expectations are higher than they’ve ever been. While “customer service” has historically been a B2C buzzword, B2B companies are now selling to organizations who expect a seamless digital-first experience, and uninterrupted digital service has become the norm. When outages occur, support agents receive an influx of tickets from frustrated users, making it difficult to prioritize customers with SLAs and achieve a positive CSAT score. Without a direct line of communication to engineering or a workforce that can handle a high volume of high-level tickets in real-time, support teams risk breaching SLAs, receiving low CSAT scores, and facing internal team-wide burnout.

Organizations need the right processes and tools to efficiently support their customers’ experience. By leveraging automation and tech solutions that can manage and scale customer support organizations, companies can meet the continued expectation for fast, accurate service when seconds matter. Systems that prioritize cross-team visibility and are optimized for success metrics such as CSAT, AHT, FRT, and FCR give customer service agents more context and engineers more time to focus on resolving issues in real-time.

Join us as our expert panelists discuss developing a proactive, transparent, and holistic approach to customer service.