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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4 Ways to Personalize B2B Customer Support at Scale

B2B Customer Service Blog - 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.

20 Essential Features in a B2B Customer Support System

B2B Customer Service Blog - 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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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

B2B Customer Service Blog - 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.

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.

$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.

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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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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.

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.

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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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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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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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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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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A Guide to Training Your B2B Customer Service Staff

B2B Customer Service Blog - 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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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.,

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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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.

3 Ways to do More with Customer Experience Personalization

Comm100

Why amazing customer experiences matter. By 2020, customer experience (CX) will overtake price as a key product differentiator. Personalized interactions, accessibility, and invisible transitions from one digital platform to another are what really define amazing customer experiences.

8 Powerful Customer Experience Bloggers You Need to Watch in 2018

Fonolo

For trusted, richly informative, and dynamic articles on customer experience tips and trends, we strongly suggest you turn your attention towards these trusted bloggers nay, industry leaders. Customers. Not only is omnichannel customer support something to be desired; it’s in demand.

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.

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How to Reduce Customer Service Friction with Live Chat

Comm100

From a business point of view, it can be assumed that friction is bad because it interferes with business processes and negatively impacts customer service. Waiting a long time after sending a customer support e-mail or holding on the phone for hours. Customer Service

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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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Acing Omnichannel Support in SaaS

GetFeedback

Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US. customers strongly agree that companies are effectively converging their omni-channel experiences. And how can businesses win back customer loyalty?

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6 Ways to Use B2B Customer Success Solutions to Crush the Competition

B2B Customer Service Blog - TeamSupport

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn. 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.

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5 Customer Effort Villains and their Kryptonite

Kayako

Basic Support Submittal Forms. The less effort a customer goes through to do business with you, the better.” — Shep Hyken. A growing concern for customer retention, expansion, and cross-sell opportunities is customer effort. Basic Support Submittal Forms = Bad.

4 Call Center Reports Worth Your Time

Fonolo

They feature original research and cover topics such as consumer channel preference, the growth of chat, the ROI of social media for customer support, and much more. 48% of businesses are equipped to connect with customers through a message. Making the Most of Customer Feedback.

6 Ways to Use B2B Customer Success Solutions to Crush the Competition

B2B Customer Service Blog - TeamSupport

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn. 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.

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Contact Center Technologies 2017: find out what 23 experts say

RichCall

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Donna Peeples , Customer Experience Strategist.

5 Top Customer Service Articles For the Week of February 5, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. How Retailers Can Use Customer Experience to Compete with Amazon by Marissa Bosché. New Study: 62% of Companies Ignore Customer Service Emails by Steven MacDonald.

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