ProProfs Blog
DECEMBER 26, 2019
For every organization, customer support should be a top priority as it has the potential to make or break any business. When you respond to the queries of your customers on time and resolve their issues promptly, it yields a gratifying experience. Understanding of Customers.
ShepHyken
SEPTEMBER 20, 2019
Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. With more B2B companies choosing support software technology as their “hub” for all customer communication, it’s important to determine what departments need access and why.
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Fonolo
JANUARY 8, 2020
There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? We covered Zendesk’s acquisition of Smooch here: “ Acquisitions Point to Messaging’s Future in Customer Service.”).
Fonolo
JANUARY 8, 2020
There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? We covered Zendesk’s acquisition of Smooch here: “ Acquisitions Point to Messaging’s Future in Customer Service.”).
TechSee
JULY 31, 2018
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. To ensure they meet these challenges, Gartner predicts that by 2021, more than 50% of B2C FS organizations will rely on applications or technologies from small field service management providers. B2B vs. B2C – Differing expectations.
Aspect
SEPTEMBER 26, 2017
Chatbot technology has already made an everlasting digital footprint when it comes to customer engagement. With the advancement of technology, including artificial intelligence (AI) and natural language understanding, customers don’t always know if they are talking to a computer or a live agent. 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.
GetFeedback
JANUARY 6, 2020
After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . customer feedback data), involving customers, and defining customer outcomes. . Customer Experience
TeamSupport
AUGUST 5, 2020
In Part 1 of this blog series we started exploring tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. It’s no secret that more B2B customers are using live chat than ever before.
UJET
SEPTEMBER 18, 2019
B2C companies may be the expected industry that benefits most from this influence, but B2B companies are also experiencing the importance of competing for this audience. Learning these strategies and applying them to customer support will help deliver an effective customer experience not just for these demographics, but their customers as well. How Millennials and Generation Z technology and communications preferences are reshaping customer support.
aircall
SEPTEMBER 11, 2017
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.
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. Without further ado, here’s our list of 20 essential features in a B2B customer support system: Customer AND contact tracking – B2C software only tracks at the contact level, so make sure you also track at the company level to catch recurring or critical issues before they become major problems.
Ameyo
JULY 15, 2018
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. Your customers want quick answers to the queries at their convenience. Now it’s your job to ensure how to provide the best customer support to keep your customers loyal to your brand.
TeamSupport
JANUARY 4, 2019
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. Making customer support personalized, then continually improving upon the experience is what truly shows your customers that they are a top priority for you. There’s so much new technology available, especially in the world of customer support. 4) Cater to Your Customers by Being Predictive.
Vcaretec
MAY 23, 2022
Customer support. For small businesses, investing in customer service doesn't seem urgent. Customer experiences define and shape the growth and success of a business. The way you treat prospects and existing customers affect brand perception. Customer support
Vcaretec
APRIL 27, 2022
For small businesses, investing in customer service doesn't seem urgent. Customer experiences define and shape the growth and success of a business. The way you treat prospects and existing customers affect brand perception. Only 1 in 26 unhappy customers ever complain.
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? Can managing support interactions be chaotic? This is often a clear sign of chaotic support interactions.
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? based customer support managers, directors, VPs, and executives. Small Teams | Customer support teams with 5 or fewer employees.
CSM Magazine
NOVEMBER 11, 2020
The 2021 Customer Support Trends Report shows how the COVID-19 pandemic is impacting support leaders’ annual plans and identifies conversational support as a key strategic area of investment in 2021. 25% plan to do the same for customer renewals.
ShepHyken
OCTOBER 25, 2021
Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots.
TeamSupport
MAY 31, 2019
There’s an old saying – “the squeaky wheel gets the grease” – that sometimes rings all too true for customer support teams. When prioritizing support inquiries, there’s a hierarchy of channels. Chat is somewhere in the middle, with customers expecting a response in a few minutes. Phone support sits at the very top. It’s common for customers to call in and expect to speak with a real person right away. Reasons why you should ditch phone support.
Amity
JUNE 28, 2016
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. But have you ever wondered just how much the role of a CSM in B2C can differ, and where exactly the two Venn circles meet in the middle?
Vcaretec
JUNE 1, 2022
For small businesses, investing in customer service doesn't seem urgent. Customer experiences define and shape the growth and success of a business. The way you treat prospects and existing customers affect brand perception. Only 1 in 26 unhappy customers ever complain.
SmartKarrot
JULY 21, 2020
There are basically two categories in which your business would fit – B2B and B2C. While in the B2C category, you would want to target your product to direct consumers. In both the categories you need to ensure that you retain your customers. Size of the customer base.
Contact Center Pipeline
SEPTEMBER 30, 2022
As the start of October will ring in Customer Service Week, it is only fitting that our top post this month is another annual favorite from Susan, bringing you 10 top Customer Service Week inspiration posts full of ways to recognize and show your appreciation for […].
Talkdesk
JULY 11, 2016
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. According to Oracle , 89% of consumers will switch to a competitor after a poor customer experience. The way you communicate with customers and web visitors is a vital component here. Put Yourself in the Customer’s Shoes.
Totango
JULY 18, 2018
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.”.
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. Your company website can provide answers to many of your customers’ general questions.
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. For this reason, many forward-thinking businesses are investing in omnichannel customer service strategies. The beauty of omnichannel is that companies can choose which channels they think will best meet their customers’ needs. Customer Service
ShepHyken
MAY 23, 2018
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 customer service rock stars tout the accolades and awards that they have received. And, when our customers visit these businesses, they experience what great service feels like. But, whether or not we do is for the customer to judge.
JustCall
MARCH 23, 2023
Introduction Two words: Customer Service. These days companies are running in the race for customer loyalty by leveraging customer service and better customer experiences. In fact, customer service ensures better returns for your business over product quality.
TeamSupport
OCTOBER 26, 2018
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…. B2C focuses on contacts, B2B on contacts AND companies – This is one of the most vital and important distinguishing factors between B2C and B2B help desk software. Click here to download our infographic comparing B2B and B2C customer support!
aircall
MARCH 22, 2018
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?”. So I did what anyone would do: I pitched the idea to my boss and ended up surveying 475 Customer Support Managers, Directors, VPs, and Executives. Call Center Customer Success Suppor
aircall
MARCH 22, 2018
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?”. So I did what anyone would do: I pitched the idea to my boss and ended up surveying 475 Customer Support Managers, Directors, VPs, and Executives. Call Center Customer Success Suppor
ProProfs Blog
OCTOBER 30, 2021
Today, customers have diverse needs and one solution for all isn’t going to work. The identification of what customers want is important and based on different factors, marketers need to divide people into market segments. Analyze Existing Customers. Customer Support SurveyMake
ProProfs Blog
JANUARY 30, 2020
“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online.
ShepHyken
JANUARY 4, 2023
And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer.
Lumoa
NOVEMBER 30, 2022
Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. The question for online retailers is: how can we embrace this trend and deliver for our customers?
aircall
MARCH 22, 2018
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?”. So I did what anyone would do: I pitched the idea to my boss and ended up surveying 475 Customer Support Managers, Directors, VPs, and Executives.
ProProfs Blog
OCTOBER 13, 2020
When almost 60% of customers believe that waiting on hold for a minute is too long, then imagine how a customer-obsessed CEO, Jeff Bezos, must have felt after waiting for more than four minutes to get on line with its own customer service team? Customer Support chat
ProProfs Blog
AUGUST 14, 2020
Imagine being in your customers’ shoes. This prompts you to start looking for support. That my friend is a tale of bad customer experience. As a business owner, understand that customers don’t just wish to buy a product and leave. Your customers can have an issue any time.
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