Contacting customer service can be the most personal, interactive experience a client may have with a business. Any experience with a tech support team will leave a lasting impression on the customer. A client will always remember a positive interaction with customer service, but this also applies when a support team fails to meet standards. Just as end-user customer service can change everything, business-to-business customer service is an essential part of the trade. Customers should feel confident that the service, and the provider, will help their business to succeed. When looking at the quality of a customer service team, the tech support staff must embody the three elements below:

1. They are educated in the product – A high-quality customer service representative should be able to provide customers with thorough, educated responses for any concerns. The support staff should be able to answer any questions a client may have about the service they provide, and help educate customers on the system. Full product training, for example, can help customers understand the product and will optimize efficiency.
2. They are timely – When it comes to business-to-business solutions, timing is everything. If a system goes down, it could be detrimental to operations unless it is resolved immediately. Quality customer support teams understand this. Staff should be available at any hour for emergencies and quick to resolve issues.
3. They are dedicated - When an emergency is brought to the tech support team, it should become their top priority. The task will not be complete until the issue has been resolved. The customer service team must be attentive enough to efficiently resolve the problem at hand. The task is not complete when the problem is fixed, but when the team can confirm that they have done everything in their power to prevent it from happening again.

A high quality Business-to-Business customer service staff understands that your success is their success. Be sure to learn more about NACT’s tech support to improve the quality of your service.