inSided

OCTOBER 2, 2019

If that doesn't make you realise you need to up the ante when it comes to your self-service offering I don't know what will! So we're clear: The need to facilitate effective customer self-service, in B2C and B2B organisations, is a non-negotiable. Let us help you.

Self service 67

Self service B2B SaaS Gamification 67

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. These agreements should be both trackable and enforcable in a customer support system. Customer hub technology – Do you have a Wiki?

B2B 53

B2B Customer Support Self service B2C 53

TeamSupport

AUGUST 2, 2019

B2B (business-to-business) customers are becoming more demanding. After experiencing some of the more modern support methods in their everyday B2C (business-to-consumer) lives, they are increasingly expecting B2B companies to keep up. As a result, most B2B companies are expected to offer some form of phone support.

B2B 53

B2B Self service B2C Education 53

Talkdesk

AUGUST 9, 2016

Self-service customer support has been a major part of the recent transformation of the company-customer relationship. The modern customer expects a personalized experience when they reach out to businesses. Self-service is a common support channel found in omnichannel strategies for a variety of reasons.

Self service 40

Self service Customer Support B2C B2B 40

inSided

SEPTEMBER 25, 2019

Great customer support is an essential element of success for every B2B organisation. Any support query coming in is about more than the one-off effect of solving a customer’s problem. In truth, it’s actually about creating (and maintaining) long-lasting relationships between you and your customers.

B2B 53

B2B B2C Customer Support Customer Experience 53

Solvvy

AUGUST 21, 2020

The Time is Right for a Customer Support Chatbot. In 2020 it’s become more important than ever to provide your customers with fast, effective, and personalized support. Top companies need to be able to handle increased volumes and customer expectations with fewer resources.

Chatbots 62

Chatbots Customer Support Self service B2C 62

TeamSupport

AUGUST 3, 2018

For your customer success team to thrive, they need to have the right solutions in place and also the knowledge of how to efficiently utilize these resources. Here are six ways companies are using B2B customer success solutions to crush the competition….

B2B 56

B2B Self service B2C Morale 56

Mindtouch

FEBRUARY 7, 2018

Whether you’re playing in the B2B or B2C leagues, self-service—useful content about your product or service contained in a branded knowledge base —is the name of the game. It’s how customers prefer to troubleshoot issues syncing their fitness tracker with your app, for example. The Proof Is In The Pudding.

Self service 67

Self service B2C B2B Education 67

ShepHyken

JANUARY 20, 2020

The premise is that there are two sides to the AI argument regarding human contact versus automated self-service. My opinion has been AI can’t replace the human experience (at least not yet), but it can support it. There are many companies out there (B2B and B2C) that have not given enough consideration to a subscription model.

Customer Service 293

Customer Service B2C Entertainment Customer effort 293

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. This holds especially true in emergency and crisis situations with B2B companies.

B2B 64

B2B Self service B2C Customer Support 64

TeamSupport

AUGUST 3, 2018

For your customer success team to thrive, they need to have the right solutions in place and also the knowledge of how to efficiently utilize these resources. Here are six ways companies are using B2B customer success solutions to crush the competition….

B2B 40

B2B Self service B2C Morale 40

GetFeedback

DECEMBER 4, 2018

For us customer service folks it’s the time of the year that we call: the not-so-jolly holiday rush. For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping. I’ll be the first to admit that support people apologize far too much.

Customer Service 103

Customer Service B2C B2B Self service 103

TeamSupport

JUNE 8, 2020

June 8, 2020—Dallas—TeamSupport, an award-winning business-to-business (B2B)-focused customer support software solution, is named to the list of Best Help Desk Software for 2020 by Digital.com. TeamSupport offers flexible pricing and a platform that can be customized to meet the needs of each business.”.

B2B 52

B2B B2C Self service Enterprise 52

aircall

DECEMBER 13, 2018

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

Inbenta

JANUARY 17, 2022

The rush for embarking on digital transformation has lulled, and we now find ourselves in the same digital playing field where B2B and B2C have ultimately become B2H (Business to Human). Growing self-service options for customers. Customers increasingly expect organizations to offer self-service support.

Customer Service 98

Customer Service Self service Chatbots B2B 98

ShepHyken

SEPTEMBER 7, 2021

Top Takeaways: Digital Customer Service is about interactions that take place on-screen or have a component of on-screen enhancements (on-screen automation, on-collaboration, on-screen communication). Virtually every service experience starts as self-service. Why should companies undergo a digital transformation?

Self service 50

Self service B2C Customer centricity B2B 50

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.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

Mindtouch

AUGUST 27, 2018

A good amount of customer support interactions begin with the three simple words: I don’t know. And when customers don’t know how to resolve an issue, they tend to initiate some kind of support interaction. According to Marketo , two out of three B2B consumers engage a company primarily to request service or support.

Self service 48

Self service B2C B2B Multi-channel support 48

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. 24/7 Customer Support Your chatbot will be activated 24/7.

Chatbots 75

Chatbots B2C Self service Banking 75

JustCall

APRIL 3, 2023

About 82% of buyers mentioned they’ve accepted sales meetings after the contact reached out via cold call, and 57% of B2B C-level executives still prefer to be contacted by phone. This power dialer and sales acceleration platform is ideal for B2B and B2C teams to engage with their contacts and improves the agent’s efficiency.

Interactive Voice Response 52

Interactive Voice Response CRM B2B B2C 52

TechSee

APRIL 2, 2019

And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially. Over the past few years, computer vision AI has emerged as a key customer-facing technology in both the B2C and B2B realms.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

ProProfs Blog

OCTOBER 13, 2020

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. And you will never miss a customer support request and always send timely responses, leaving your customer delighted.

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

SmartKarrot

MARCH 17, 2022

B2B businesses need to reward their loyal clients frequently. While B2C loyalty programs are quite popular, B2B SaaS companies have to keep certain best practices in mind. B2B companies need to focus on driving revenue and sales while incentivizing existing loyal customers. What is a B2B Customer Loyalty Program?

Best practices 10

Best practices B2B B2C SaaS 10

Kayako

JUNE 16, 2022

For many years companies believed that customer service was the vanguard for building customer loyalty. The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in 2010. Extend support hours.

Customer effort 62

Customer effort Metrics Self service Surveys 62

JivoChat

APRIL 28, 2021

An essential aspect of customer service is engaging with customers where they are when they need you. From email, social media, live chat , or text messaging, having a customer support presence on the right platforms is crucial nowadays, with 90% of customers claiming they want omnichannel customer service.

Customer Service 59

Customer Service Customer Experience Chatbots Self service 59

ProProfs Blog

SEPTEMBER 28, 2018

Or is it the lack of a medium that helps you keep your customers and site visitors engaged with the brand that ultimately leads to a delightful experience? You lack a medium that helps you provide 24/7, instant customer support that builds a delightful customer experience journey. Tweet this. Tweet this. If not even more!

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

Nicereply

JULY 14, 2020

Now is the time to hone your customer focus and work to delight the people that come in contact with you. It won’t be easy: 54% of B2B support teams have seen increased volume during the pandemic, along with 45% of B2C organizations. Instead of pushing them to work harder, try encouraging them to work smarter.

B2C 52

B2C Self service B2B Customer Support 52

ProProfs Blog

AUGUST 14, 2020

Offering a self-service option to visitors who seek instant answers to their question. A customer’s issues may arise irrespective of your business hours. Check previous customer conversations to improve the upcoming interactions. Is live chat helpful for B2B customer journeys? Add Offline Message Form.

Analytics 174

Analytics B2B Education Feedback 174

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. Traditional customer support models will not cut it. out of 5 stars.

Management 52

Management CRM Analytics Customer retention 52

JivoChat

APRIL 25, 2021

These days, retailers are looking toward integrated tech stacks that can support the omnichannel experience and manage the demands of online shopping trends. For example, they want all sales channels to be integrated with inventory management, payments, sales, customer support , social media, etc. Source: Onfleet.

Chatbots 52

Chatbots B2B B2C Sales 52

ProProfs Blog

DECEMBER 23, 2020

The kind of customer segmentation technology they use (like mobile-use, desktop-use, apps, and software) helps businesses understand what type of marketing platform will be more suited for their target audience. Collect Customer Data. Here’s a list of resources you can use to collect customer data. Value-based Segmentation.

Marketing 131

Marketing Accountability Feedback Customer Support 131

JivoChat

AUGUST 10, 2021

As we head into the back half of 2021 and 2022 looms ahead, you’ll see that digital commerce is being pushed to the forefront for both B2B and B2C consumers. This lets businesses quickly tap into the m-commerce market, which is growing at an enormous rate – especially for B2C businesses. Self-service options.

Customer retention 52

Customer retention B2C Chatbots Self service 52

Babelforce

MARCH 26, 2020

CES stands for Customer Effort Score and measures, as the name implies, the effort the customer has put into getting their issue (whatever it might be) solved. Therefore, it might even be a better predictor of the loyalty of existing customers, than NPS; better for B2B than B2C. Omnichannel customer support!

Feedback 52

Feedback Customer effort Surveys B2C 52

aircall

JUNE 2, 2021

However, sales teams and customer relationship managers do, and the information they learn about customers during these one-on-one interactions can be incredibly valuable to service reps. . Meanwhile, Japanese customers are okay with online self-service and email.

Personalization 62

Personalization Customer Service B2B Self service 62

JivoChat

DECEMBER 5, 2021

How are you going to help your customers if you don’t know every detail of how your product or service work? So, make sure your sales reps and customer support team understand deeply what they are working with, provide them with the necessary information to sell and solve customers’ doubts. .

Customer Service 52

Customer Service Customer centricity Telemarketing Sales 52

REVE Chat Blog

NOVEMBER 21, 2019

However, B2B lead generation ideas include a couple of stages that if done right can deliver a huge ROI at the fastest possible time. Create a process to deliver customer support with the right channel. It could be a self-service portal, live chat support or co-browsing as well. For example Quora.

Best practices 77

Best practices B2B Sales Chatbots 77

JivoChat

MARCH 31, 2021

Omnichannel marketing deals exclusively with marketing, whereas omnichannel customer experience covers sales, marketing, customer support and other departments. It’s about making the customer experience as consistent as it possibly can be, whenever your customer interacts with your brand. . Increased revenue.

Customer Experience 52

Customer Experience Multichannel Metrics CRM 52