5 Technologies Helping B2C Field Services Meet Consumer Demands

TechSee

In today’s customer-centric marketplace, B2C field service (FS) organizations face growing expectations for quicker resolutions, shorter arrival times and a better overall customer experience. B2B vs. B2C – Differing expectations.

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Chatbots – Reigniting the Spark in B2C Engagement

Aspect

Chatbot technology has already made an everlasting digital footprint when it comes to customer engagement. In e-commerce, chatbots can help improve the retail journey, make suggestions that lead to future purchases or encourage customers to go into the store.

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20 Essential Features in a B2B Customer Support System

TeamSupport

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.

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4 Ways to Personalize B2B Customer Support at Scale

TeamSupport

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. There’s so much new technology available, especially in the world of customer support.

How to Improve Customer Experience in an Era of Choice

HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 1 HOW TO IMPROVE. CUSTOMER. ERA OF CHOICE HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 2 It doesn’t matter if you’re a large enterprise, small business, or solo. is its customers.

10 Must Have Features In A Customer Support System

Ameyo

The harsh reality for today’s business organizations is that it takes months to find a customer and just few seconds to lose one. In the age of instant gratification, nobody likes to wait and if you are a B2C brand, then this becomes an even bigger issue.

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Choosing the Best B2B and B2C Help Desk Software for Your Business

TeamSupport

With this said, let’s look at how these specific needs apply to a different type of software – help desk software – so you can determine whether a B2C or B2B software better fits your goals and objectives…. Click here to download our infographic comparing B2B and B2C customer support!

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Aircall’s 2018 Customer Support Strategy Survey

aircall

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? 3) Increasing customer lifetime value.

Infographic: 2018 Customer Support Strategy (Stats & Trends)

aircall

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. What do customer support teams see standing in the way of their success?”.

Infographic: 2018 Customer Support Strategy (Stats & Trends)

aircall

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. What do customer support teams see standing in the way of their success?”.

Infographic: 2018 Customer Support Strategy (Stats & Trends)

aircall

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. What do customer support teams see standing in the way of their success?”.

These 20+ Statistics Say Customer Support Drives Revenue

aircall

Corporate finance teams tend to view customer support as a cost saver at best and a cost center at worst. These customer support statistics tell that revenue-related story. Poor Customer Support Stalls Growth. Nothing scares away future revenue quite like a reputation for subpar customer service. 66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad service interaction.

Customer Success in B2B vs B2C and why it's important to you

Amity

SaaS Tattler Issue 88 - Customer Success in B2B vs B2C and why it's important to you. It seems pretty insane to think that Customer Success could actually be as complex -- if not more -- for B2C companies in making their customers successful, as it would for B2B companies.

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3 Reasons Why Gamification Doesn’t Work in B2B Customer Support

TeamSupport

If you’ve ever worked in or been a part of the customer support industry, you’ve likely seen or directly experienced “contents” or “games” like the scenarios listed above. Below are 3 reasons why gamification is a bad strategy for B2B customer support.

Customer Support + Customer Success: Working Together to Increase Customer Satisfaction, Retention, and Growth

Totango

According to data from Forrester Research, almost two-thirds of interactions between a customer and a company take place through the Customer Service department. Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.

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7 Writing Tips For Exceptional Customer Support

Talkdesk

Customer service representatives are an important element of that voice. They’re the voice that speaks directly with existing and potential customers. The voice that can convince website visitors to convert into paying customers. Put Yourself in the Customer’s Shoes.

4 Benefits and 3 Challenges of Self-Service Customer Support

Talkdesk

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. For B2C companies, FAQ sections may suffice.

$75 Billion Dollars Is Lost Due to Poor Customer Service

ShepHyken

Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. Customers want and expect more than ever before – because that’s what we have we taught them. The main reasons customers switch are obvious.

9 Essential Tips for Winning at Customer Success

ProProfs Blog

This created new needs, desires, and expectations, and this has led to a different customer-brand relationship as well. If customers are expecting more from your company, that’s great. That’s what customer success departments and its technologies are developing every day!

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What is the Importance of Using a Live Chat Software on Business Website

ProProfs Blog

More than 50% of Americans have given up on a planned purchase or transaction because of bad customer service. Goes on to show that businesses shouldn’t take customer service for granted. After all, no one in the competitive market can afford to lose its customers.

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5 Top Customer Service Articles For the Week of June 12, 2017

ShepHyken

Each week I read a number of customer service and experience articles from various online resources. 27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. Customer Loyalty: 20 Compelling Reasons To Double Down On It [Infographic] by Ellen Gross.

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5 Top Customer Service Articles For the Week of June 12, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. My Comment: Twitter has become an important customer service channel.

This Year, Give Your Customers the Gift Of Great Holiday Support

Zingtree

Customer service can be particularly demanding during the holiday season. A typically busy time of year for most people out there, these raised stress levels can directly translate into how the customer experience is perceived. Tips for Handling Holiday Customer Support.

Help! How do I handle too many support tickets?

inSided

Let’s be clear, both customer service and customer experience are integral to business success, whether it be in B2B or B2C companies. As customer demands both evolve and increase, so too do the ways they must be handled.

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Adding Self-service Content To Your Agents’ Day-to-day Is Easier Than You Think

Mindtouch

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. And it helps global businesses scale smartly via a knowledge-centered model of customer support. Invest In The Right Tech Tools To Support Your Growth.

What is customer satisfaction?

Freshcaller

Quickly decoding one customer satisfaction definition at a time. Defining customer satisfaction is no different. The most widely acclaimed customer satisfaction definition (and what it implies). First, it makes it clear that customer satisfaction is not just an abstract concept.

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Why Community Is Your Most Valuable After-Sales Service Asset

Kayako

In many companies after sales and onboarding are set, users fall to customer support. If they have questions or are lost, they ask support. When they want to leave your product, they message support to cancel, like 75% of all users across all industries within 90 days.

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How to Handle Live Chat Customer Service During the Holiday Rush

GetFeedback

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. Customer Service

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The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?

Beyond Philosophy

To offer a better gauge of perceived value and customer experience, and better understand purchase decision drivers, it was necessary to put greater emphasis on the emotional. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers.

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What are the Different Support Channels B2B Companies Should Offer?

TeamSupport

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. Visual Support. Omnichannel Support

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Customer Experience Strategy: An A to Z Glossary

Lumoa

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. How to take actions on customer experience? Listen to your customers.

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Computer Vision AI: The Secret Ingredient for Contact Centers

TechSee

And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially. From speech recognition and voice analytics to neuro-linguistic programming, they seek to solve customer’s problems by telling them what to do.

A Guide to Training Your B2B Customer Service Staff

TeamSupport

The fundamental principles that define effective customer service apply across all industries and business types. But certain distinctive characteristics of the business-to-business (B2B) environment can have a huge influence on your approach to training customer service staff.

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Guest Blog: How to Use Social Media to Provide Great Customer Service

ShepHyken

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken.

How B2B Brands Drive Online Reviews

GetFeedback

Once they’ve narrowed down their options, a key part of the process becomes reading reviews from former customers. Online reviews are essential in both B2B and B2C contexts. However, the nature of B2B sales creates certain challenges that companies don’t have to worry about with B2C. Where it might be enough for a B2C company selling t-shirts to have reviews about products arriving on time and fitting well, B2B buyers have higher expectations.

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Intersecting Viral Marketing With Emotional Customer Connection: TD Bank’s ‘Home Run’

Beyond Philosophy

As customers in all b2b and b2c sectors steadily become more actively digitized in their daily lives, companies are having to respond, and hopefully stay ahead, in the race to build stronger interpersonal relationships with them. Blogs Customer ExperienceMichael Lowenstein, Ph.D.,

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. How to take actions on customer experience? Listen to your customers.

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Contact Center CX: Next Issue Avoidance

CX Accelerator

Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life.

5 Top Customer Service Articles For the Week of January 16, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. My Comment: Customer loyalty doesn’t happen immediately. 4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young.

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Relationship and transactional surveys: When to use and how in your NPS® program

CustomerGauge

Starting a Net Promoter program is about improving your customer experience and boosting your customer loyalty, but before you start wowing customers you have to survey them. Relationship surveys are there to investigate a customer’s loyalty to a company/brand.