Getting to the root of a problem for a customer is one of the most important tasks a customer support professional has. For this reason, agents have to be experts at understanding how to dissect a customer’s feedback or question to get to the actual cause of the problem at hand. But what can often be left unaddressed is how a customer speaks to the agent, which can be just as important as what is said.
Read more here: https://customerthink.com/why-b2b-support-needs-sentiment-analysis/
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The B2SMB Institute champions Small-Business-centric thinking and practice that insures those who develop and deliver products & services to SMBs are successful. By focusing on what reaches, engages, wins, keeps and grows SMB customers, the Institute addresses the challenges our Members confront on a daily basis.
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