The Future of B2B Customer Support & A Few Tips on How to Be Impactful

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The Future of B2B Customer Support & A Few Tips on How to Be Impactful

As we look forward to the next decade, let’s first reflect on the previous one and the impact it had on customer support. The 2010’s was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before. Think Mobility Print and Print Deploy. It also launched “big data” into the mainstream, and support teams had more information about their customers than ever before. We’ve even recently launched ACDI Analytics in a time when most companies are in ‘pause’ mode. It’s time to look even further down the road towards the future of customer support.

So, what’s in store for the next decade? Here are a few B2B customer support breakthroughs I’ve read about and hope it helps you to prepare for in the next decade.

1. It will be possible for support conversations to be converted to searchable text with minimal effort.

Great support conversations happen between a customer and an agent every day. But what happens to all the excellent knowledge the customer shared when the call is over? Most of it isn’t actionable and it doesn’t live on forever, but more businesses want it to stick around and have value. That’s why more companies will invest in a real-time speech to text technology and ensure this information never leaves their support software system.

2. Mobile chat and text message support experiences will improve, not out of preference, but because of need.

Think back just 10 years ago… was your whole life on your smartphone? Probably not. Sure, you had some photos and emails, but now everything people do revolves around a small device that’s within reach for most of the day. That’s why smartphone users will demand more than ever that the support experience they receive on mobile matches what they’ve come to expect in the office. For example, right now the live chat experience on mobile doesn’t match the desktop. More customers will expect to have streamlined chat and text experiences on mobile devices. They don’t want to leave their phone unlocked to keep the chat active or sit around wondering if a text was sent out successfully.

3. Information at the individual level, not just the company level, will help drive customer support decisions.

For years, many businesses have only worried “if the customer is happy”. But who is the customer? Is it the company itself, or the decision-maker who signed the contract? The two are not always the same, and the B2B support mentality is changing to reflect this distinction. Receiving real-time information about the contacts you support, not the companies, will help drive impactful support conversations. For example, looking at LinkedIn information directly within your support software, an executive with a career background in video technologies would likely want to video chat more than someone working at the same company who worked with server infrastructure.

4. B2B support will be less about telling and more about showing through custom, on-demand content.

People are watching less live TV, so it only makes sense that we’re also trending towards less “live” support interactions. Instead of typing out a long response, a support expert may record their screen for 5 minutes and narrate how to solve a problem. This video will then be uploaded to a searchable video support portal for the customer, like their own Netflix for working with your business.

5. Machine learning will determine not only who proactive support teams should contact, but when and how.

What if you were able to take all the data stored in your support software and utilize it to better understand and respond to what your customers need, think, and do? Assuming you have historical customer data in your support software solution, which ACDI does, machine learning can be powerful in driving more meaningful interactions. For example, let’s say you need to tell a customer about a software bug that affected a key product on their account. Machine learning, with the right data, can tell you when the best day and time is to send the message, who the best person at that company would be to send the message to and what terminology to use (“bug” or “problem”) so the message lands in the best way, and so much more. Machine learning can also be used to predictively analyze data and provide responses that could eliminate the need for a call or interaction with an agent. The predictive ability of machine learning will transform support organizations.

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PaperCut and etherFAX Streamline Healthcare Document Exchange
março 13, 2024in , , ,
PaperCut and etherFAX Streamline Healthcare Document Exchange

PaperCut and etherFAX Streamline Healthcare Document Exchange

While the healthcare world is no stranger to groundbreaking new solutions and technologies, there are still some aspects of day-to-day operations where healthcare professionals rely on the same tried and tested methods, most notably with document exchange. According to the Office of the National Coordinator for Health Information Technology, 89 percent of medical offices and 70 percent of healthcare organizations still rely on fax machines and phone lines to transfer and retrieve patient records or order prescriptions. Additionally, 75 percent of all medical communication is still transmitted by fax. That’s why ACDI was proud to introduce an expansion of the PaperCut Scan to Fax application to include etherFAX connection capabilities.

Maintaining Data Security with PaperCut

Recognizing the need to protect confidential patient data and information, PaperCut MF’s security provides peace of mind for healthcare professionals around the world. Physical measures protect documents throughout their entire lifecycle, and end-to-end encryption keeps data as breach-proof as possible.

Ensuring complete visibility into who’s printing what and when to maintain HIPAA compliance, PaperCut MF allows users to add digital signatures, audit logs, and print job logs to maintain complete visibility on who’s printing what. The last thing a hospital or clinic needs is patient information ending up in the wrong hands, and secure print release makes sure that fear never becomes a reality by requiring authentication before printing any document.

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Utilizing the etherFAX Secure Exchange Network

etherFAX is a secure data transmission solution that leverages hybrid cloud fax services for fast, reliable, and cost-effective fax communications. With more than six million connected endpoints, the etherFAX Secure Exchange Network (SEN) is the world’s largest fax network, supporting every major fax server, application, and fax-enabled device. Systems within the etherFAX ecosystem can communicate directly with each other without the use of telephony, while the SEN is capable of sending color, high-resolution, documents, and fully encrypted payloads with no change in the user experience.

In the pursuit of seamless data exchange, faxing remains a steadfast ally in the healthcare industry and its reliability and security make it a trusted means of data transmission. Intelligent Document Capture lies at the core of etherFAX’s capabilities, ensuring that even handwritten or printed text in faxed documents can be automatically converted into machine-readable data, enhancing efficiency and accuracy in healthcare workflows.

With innovative solutions from PaperCut and etherFAX, the ACDI team is committed to providing a secure environment for healthcare professionals to exchange, extract, and integrate data. It’s our mission to empower organizations to enhance productivity and increase value with real, tangible benefits. The future of healthcare document exchange is here, and it’s powered by PaperCut, etherFAX, and ACDI.

ACDI Announces PaperCut Scan to Fax Expansion with etherFAX
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ACDI Announces PaperCut Scan to Fax Expansion with etherFAX

ACDI Announces PaperCut Scan to Fax Expansion with etherFAX

BENTON, Ark. — Access Control Devices, Inc. (ACDI), a world-class service and solutions provider, is pleased to announce an expansion of the PaperCut Scan to Fax application to include etherFAX connection capabilities.

etherFAX is a secure data transmission solution that leverages hybrid cloud fax services for fast, reliable, and cost-effective fax communications. This expansion will allow ACDI’s PaperCut users to utilize the etherFAX cloud and secure document exchange network to securely send business-critical documents and high-resolution digital content.

“Our team is steadfast in our commitment to provide solutions that drive efficiency and productivity for organizations everywhere, and we’re excited to announce the addition of etherFAX to our PaperCut offering. We are always searching for ways to add value for our resellers, and this addition will provide a new enhancement to their integrated scanning experience.”

David Brown, Senior Product Manager, ACDI Tweet

Founded in 2009, etherFAX provides an intelligent, software-defined network and suite of applications to facilitate the exchange of business-critical documents and information. Its patented technology is widely utilized across a broad range of industries.

“Integrating etherFAX with PaperCut through ACDI offers a transformative solution for businesses aiming to streamline their document transmission processes. etherFAX's secure, cloud-based network ensures fast, reliable, and cost-effective document exchange, perfectly complementing PaperCut's industry-leading secure print management. This partnership not only enhances operational efficiency and productivity but also delivers a seamless and secure document exchange experience for customers using fax across various industries. By leveraging etherFAX's advanced technology, PaperCut users can now enjoy an enriched scanning and faxing experience, reinforcing our commitment to innovation and customer satisfaction."

Ben Manning, Senior Product Director, etherFAX Tweet

PaperCut is an industry leader in secure print management software that saves time and works across all platforms, including multi-server and multi-operating system environments. Its Scan to Fax feature allows users to scan any document and send it by fax through a quick, seamless, and intuitive process.

ACDI has been a PaperCut authorized solution center for more than 10 years, delivering a complete package of services, including sales and technical support, training, compatible hardware, and remote and onsite installations. As the largest distributor of PaperCut print management software worldwide, the ACDI team is committed to providing industry-leading solutions to streamline business processes across all industries.

About ACDI

Since 1994, office equipment suppliers have trusted Access Control Devices, Inc. (ACDI) to provide industry-leading capture, print management, electric vehicle (EV) charging, and cost-recovery solutions to streamline office technology and the document lifecycle. From hardware payment solutions, proximity card readers, and EV charging stations to digital workflow automation, fleet management, and analytics software, ACDI’s extensive portfolio pairs seamlessly with its industry-leading project coordination, installation, marketing, and sales expertise. These solutions drive efficiency and productivity for thousands of organizations across education, healthcare, government, and beyond through global channel distribution and development partnerships with the most prominent copier and printer manufacturers. For more information, visit www.acd-inc.com.