ProProfs Blog

DECEMBER 26, 2019

Every support team has to deal with two distinct types of customers B2B and B2C. B2b and B2c meaning are business-to-business and business-to-consumer, respectively. Hence, you should strategize your customer support in such a way to gratify customers operating in both business type b2b and b2c. Impact on Revenues.

B2C 113

B2C B2B Customer Support Social media contact 113

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Before we process to discuss the realignment, let us first understand what buyer strategy is all about, specifically with respect to B2B customers. All communication must, instead, take place digitally––even self-service.

B2B 370

B2B Journey mapping B2C Telecommunications 370

JivoChat

JANUARY 6, 2022

B2B (Business to Business) companies have different needs than the ones that are solely focused on the B2C (Business to Customers) market. When it comes to B2B ecommerce platforms, it isn’t different, it’s necessary to choose solutions that consider their specificities. All-in-one B2B ecommerce platform. BigCommerce.

B2B 75

B2B B2C Accountability Sales 75

ShepHyken

APRIL 28, 2024

For context, these are the customers who continue to buy from you over and over again, and should account for the majority of your total sales. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article.

Customer Service 176

Customer Service Advertising B2C Big data 176

TeamSupport

NOVEMBER 4, 2020

And it's how we began our story of two B2B customer support departments. Jack is hearing word that the company just lost another big account. We’re trying to provide good service, what can we do better?” “I wish we could get more help from the product team.” We continue the story in Chapter 2. Should we have seen it coming?”

B2B 98

B2B Customer Support Finance Sales 98

TeamSupport

AUGUST 17, 2020

There are two types of viewpoints when it comes to B2B (business-to-business) customer support. The first approaches B2B customer support as a cost center, or a necessary expense for running a business. The second thinks B2B customer support is a profit center. Self-service. Ticket management (email and form).

B2B 59

B2B Self service Upselling Customer Support 59

TeamSupport

MAY 19, 2020

The first type thinks B2B customer support is a cost center, or a necessary expense for running a business. The second type thinks B2B customer support is a profit center. Cost center : A B2B support team is only doing their job well when a ticket queue is empty. There are two types of people in the world. I’ll be here all week!

B2B 64

B2B Customer Support Upselling Wait times 64

JivoChat

JULY 14, 2021

If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service? Why Is Self-Customer Service Important?

Self service 52

Self service Chatbots B2B Customer centricity 52

TeamSupport

DECEMBER 6, 2019

We've looked at annual customer service trends in the past, but now it's time to look even further down the road. Here are 8 B2B customer support breakthroughs to prepare for in the next decade. The two are not always the same, and the B2B support mentality is changing to reflect this distinction. But who is the customer?

B2B 80

B2B Customer Support Self service Big data 80

aircall

DECEMBER 23, 2020

The B2B sales cycle is a time-consuming process that involves multiple parties, including procurement specialists, buying committees, and other stakeholders. Over the last 10 years, advancements in technology have changed the face of the B2B sales cycle for buyers and sellers. How Technology Has Changed the B2B Sales Cycle .

B2B 62

B2B Sales Technology voip 62

TeamSupport

JUNE 3, 2020

Companies want you to switch, but when it comes to B2B (business-to-business) customer support software, how do you know when it’s a good idea? Once you have asked yourself these questions—and answered them honestly—here are five steps for how companies should go about choosing their new B2B support software solution.

B2B 64

B2B Customer Support B2C Self service 64

TeamSupport

AUGUST 3, 2018

But, what happens when a competitor comes for one of your key accounts? Here are six ways companies are using B2B customer success solutions to crush the competition…. Here are six ways companies are using B2B customer success solutions to crush the competition….

B2B 56

B2B Self service B2C Morale 56

ShepHyken

APRIL 23, 2021

What they did right: With more than 1,2000 stores worldwide and an e-commerce site with millions of monthly visitors, it made sense that Best Buy created a separate account solely for customer support. If you have a wide-reaching brand, it could help to create a separate account to hone in on those customer inquiries. .

Customer Service 322

Customer Service Advertising B2B Chatbots 322

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

B2B 92

B2B CRM Enterprise Upselling 92

TeamSupport

NOVEMBER 9, 2018

There are A LOT of features available for companies to choose from when deciding what’s important in their Business to Business (B2B) customer support software solution. Advanced account administration – All systems need to have strong control over what users can and can’t do.

B2B 53

B2B Customer Support Self service B2C 53

Kayako

JULY 28, 2022

Data cited in a Harvard Business Review article shows a strong preference for self-service: Across industries, 81% of all customers attempt to solve their problems with self-service options before reaching out to a live representative. Why do people prefer self-service? Discover Kayako Single View.

Management 98

Management Customer Service Self service B2C 98

TeamSupport

AUGUST 3, 2018

But, what happens when a competitor comes for one of your key accounts? Here are six ways companies are using B2B customer success solutions to crush the competition…. Here are six ways companies are using B2B customer success solutions to crush the competition….

B2B 40

B2B Self service B2C Morale 40

TeamSupport

JUNE 15, 2020

In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. At the time of development, there were no other B2B-focused support solutions, rather primarily ticketing management companies.

B2B 64

B2B Self service B2C Customer Support 64

Talkdesk

AUGUST 9, 2016

Self-service customer support has been a major part of the recent transformation of the company-customer relationship. This not only means that they want companies to know their account details, it also means that they want companies to be available on the channel that is most convenient to them at any given time. Challenges.

Self service 40

Self service Customer Support B2C B2B 40

PeopleMetrics

JANUARY 24, 2022

This embodies the 80/20 principle – that a small % of your customers (20%) account for a large proportion of your sales (80%). You can also think of certain industries where all your customers are potentially high-impact such as B2B clients, rare disease pharma patients and 5 star hotel guests. Fire away those ad hoc surveys!

B2B 90

B2B Journey mapping B2C Benchmark 90

SmartKarrot

APRIL 21, 2023

As businesses strive to make data-driven decisions, self-service business intelligence (BI) reporting and analytics are becoming increasingly popular. By providing easy-to-use tools for data visualization, exploration, and reporting, self-service BI can save time and improve decision-making.

Self service 16

Self service Analytics B2B Accountability 16

TeamSupport

MAY 12, 2020

Examples include self-service content, customer attachments, and historical tickets. This is also a great time to review and refresh content, such as self-service articles and placing priority on content that is frequently used and referenced by agents. 4) Work with an onboarding specialist from your new provider.

B2B 59

B2B Management Self service Customer Support 59

TeamSupport

DECEMBER 20, 2019

They should not replace account managers and instead are optimized for streamlining after hours and emergency support communication. In the high touch B2B (business-to-business) world, IVR as an initial touch point can make a company feel like they’re inhuman and don’t care about a customer’s business.

Interactive Voice Response 72

Interactive Voice Response Customer Support Technology B2B 72

Mindtouch

JANUARY 23, 2020

CX-focused MindTouch customers can see yearly savings from $10K-100K (B2B) and $1M-20M (B2C). This included personally reaching out to accounts and performing in-depth customer experience audits for 20% of our customer base (which serves more than eight million users). To drive customer lifetime value, we first had to look inward.

Metrics 62

Metrics B2C B2B Self service 62

TeamSupport

DECEMBER 14, 2018

Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. 1) B2B self-service will become more interactive – Thanks to an increase in on-demand video content in their personal lives, customers are more frequently asking for the same in the business world.

Customer Service 111

Customer Service Scripts B2B B2C 111

Integrity Solutions

JULY 20, 2021

The most obvious recent example is the pandemic, which changed B2B sales forever. The majority of B2B decision-makers now prefer remote human interactions or digital self-service to the traditional face-to-face meeting. For sales leaders, building the confidence of your salespeople takes continual attention.

Sales 123

Sales Coaching B2B Personalization 123

ClearAction

JANUARY 14, 2015

How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM.

Customer Experience 97

Customer Experience B2B Management B2C 97

Kayako

SEPTEMBER 28, 2022

As remote and hybrid work models scale in the workforce, the demand for providing excellent internal customer service will increase, too. According to Zendesk’s Employee Experience Trends Report 2022, requests from corporate employees increased 31 percent last year, nearly double the rate of both B2B and B2C companies.

Technology 62

Technology Customer Service Multichannel Self service 62

ChurnZero

AUGUST 27, 2021

Customer Success (CS) is a core business function, and for some B2B companies, CS is a growth engine. Customer Success Managers (CSMs) are responsible for collecting and analyzing customer feedback, managing customer communications, and setting up self-service resources. This is a guest blog post by Shoshana Luria from PandaDoc.

Metrics 98

Metrics Upselling B2B Accountability 98

Totango

AUGUST 11, 2022

These digital interactions may involve both SaaS product users and other B2B stakeholders with a role in the buyer decision process. This makes managing digital customer relationships significantly more complex operationally and technologically than traditional customer account management. Customer satisfaction and feedback surveys.

SaaS 106

SaaS Journey mapping B2B Feedback 106

Inbenta

MAY 16, 2022

With innovations such as Alexa, Siri, and more, AI chatbots are increasingly being used to perform many menial and tedious tasks that used to bog down the service industry. From scheduling to account checks and top-ups, chatbots provide a way for customers to carry out a variety of service operations, without the need for a live agent.

Chatbots 52

Chatbots Interactive Voice Response Telecommunications Self service 52

Solvvy

JUNE 17, 2021

Tiered support packages have become a revenue-generating and commonplace practice for many SaaS and B2B companies. Solvvy’s complete chatbot and automation platform offer ease of implementation for tiered support and guide users based on their defined level in their account. By engaging Solvvy, Lose It!

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

Nicereply

FEBRUARY 25, 2020

Fewer than 30% of companies offer self-service, live chat, social messaging, in-app messaging, bots or peer-to-peer communities. Only a third of companies offer self-service or have an active customer community forum, and less than a third of companies offer chat, in-app messaging, or bots. What does this mean for you?

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

Solvvy

AUGUST 21, 2020

The real difference, however, comes from encouraging customers to self-service with a conversational, next-gen customer support chatbot – far and away the best and most cost-effective way to resolve issues quickly and accurately without bogging down your support team. . Next-gen chatbots are a great investment.

Chatbots 62

Chatbots Customer Support Self service B2C 62

JivoChat

APRIL 23, 2023

Chatbots have become a success around the world, and nowadays are used by 58% of B2B companies and 42% of B2C companies. There are many reasons for that, a chatbot is able to simulate human interaction and provide customer service 24h a day. In 2022 at least 88% of users had one conversation with chatbots.

Chatbots 75

Chatbots B2C Self service Banking 75

Solvvy

FEBRUARY 25, 2020

That’s when it becomes important to build out self-service options for customers to find the answers to frequently-asked questions independently, freeing up your team to work through higher priority questions. If you’re more of a sophisticated, B2B brand, stick with your usual tone and terminology.

Self service 71

Self service Customer Support Accountability B2B 71

ProProfs Blog

OCTOBER 13, 2020

But does the bank anticipate that her other family members might have an account with them too and may approach them for the same? 77% of customers end up using a self-service support portal to get a solution to their problem faster.”. However, 12% of them fail to find the solution they need through these service portals.

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148