We're B2B / We don't get a lot of tickets

Question 1

We’re B2B and we don’t need a centralized system, etc.

Answer 1

We’ve launched Answers to a B2B market and we’ve fully adapted to help B2B users. We actually have moe B2B clients than B2C at this time, so I’m confident we can help you as well.

Question 2

We’re not focused on reducing tickets because our customers have very technical questions which can’t be answered in an article

Answer 2

I fully understand. But wouldn’t it be valuable for your agents to receive less tickets, you know the “reset my password tickets”, so they can focus on the more technical ones and respond to them better and faster?

Question 3

We’re relationship based, so we don’t get many external tickets. Our clients email their CSM

Answer 3

That’s great. We’re the same way, but we still try to get our clients to self-service when possible, so our CSMs aren’t overwhelmed with repeat tasks that could be answered via self-service. Do you think that doing the same could help your CSMs as well?

What about internal tickets? Would it be helpful to have a system that not only let your clients self-service more externally, but also helps your team better answer tickets internally?

Question 4

We don’t get many tickets so a new system is not a need

Answer 4

That’s totally fair. I’m curious about what your support team looks like today. If you’re not getting a lot of tickets, how do you communicate with your users?