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. And it helps global businesses scale smartly via a knowledge-centered model of customer support. Here’s how.

Self service 67

Self service B2C B2B Education 67

ChurnZero

OCTOBER 1, 2022

Q: Is there a difference in CSQL growth with B2B and B2C customers? There’s starting to be this sense of maybe we need Customer Success for B2C. My p ersonal professional opi nion is that most B2C companies don’t actually require much in the way of Customer Success unless they’re B2B2C.

B2C 97

B2C Upselling B2B Accountability 97

Nicereply

JULY 13, 2021

A B2C company re-imagining the furniture sales experience by selling furniture online, without showrooms, and making the process of purchase, trial, and return easier. Loom is a B2B and B2C video software company. ” Knowledge bases shouldn’t just be for external use. Introducing our Experts. Use your Products.

B2B 98

B2B B2C SaaS Technical Support 98

TeamSupport

JUNE 22, 2020

In a B2C (business-to-consumer) environment, it is very rare to know your customers since the focus on each interaction is generally on resolving one issue or ticket at a time. How well do you really know your customers? About the Author: Dylan Wilkerson is a business development representative at TeamSupport.

B2B 64

B2B B2C Upselling Consulting 64

Talkdesk

FEBRUARY 13, 2020

From a recent study in Harvard Business Review , “The cost of a do-it-yourself transaction is measured in pennies, while the average cost of a live service interaction (phone, e-mail, or webchat) is more than $7 for a B2C company and more than $13 for a B2B company.”

Virtual Agent 54

Virtual Agent Customer Experience B2C Self service 54

Inbenta

FEBRUARY 20, 2020

Determining the return on investment of self-service in general is a tricky exercise and it can often be easier to do the maths on a specific tool such as conversational chatbots or Knowledge Management. Researchers predict that by 2025, chatbots will accomplish more than 90% of the B2C interactions. Estimate monthly gains.

Self service 116

Self service Chatbots Management B2C 116

inSided

OCTOBER 2, 2019

So we're clear: The need to facilitate effective customer self-service, in B2C and B2B organisations, is a non-negotiable. Think of a knowledge base as home for both company-created Customer Success content and the best answers from your online community. What's not to love?

Self service 67

Self service B2B SaaS Gamification 67

TechSee

DECEMBER 22, 2019

Complicated cases drive up costs – while a self-service transaction costs the organization pennies, the average cost of a human agent interaction is more than $7 for a B2C company and more than $13 for a B2B company.

Call Center 124

Call Center Personalization Contact Center Self service 124

Comm100

NOVEMBER 2, 2020

Embedded with resources the bank already has set up within the knowledge base, the chatbot can answer frequently asked questions, say, about the minimum requirements for getting a mortgage, or the bank’s available mortgage plans. Chatbots are often associated with B2C verticals, so what is a chatbot’s role in B2B?

Chatbots 57

Chatbots Customer Service Banking Healthcare 57

TechSee

APRIL 2, 2019

Over the past few years, computer vision AI has emerged as a key customer-facing technology in both the B2C and B2B realms. A modern contact center relies on its knowledge base to streamline its operations. The visual dimension – the means by which ordinary people could relate to AI – was always lacking. Image to text.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

CSM Magazine

MAY 26, 2021

Utilise your knowledge base and answer FAQs. This is particularly true when it comes to B2B sales cycles, which tend to be much longer than B2C sales cycles on average. HTTPS has become a global standard for internet security. Not every potential customer that gets into contact with your website is ready to buy.

Customer Experience 52

Customer Experience Engineering B2C B2B 52

The Northridge Group

MAY 2, 2023

COMPARISON OF TECHNOLOGIES Q: What types of customer interactions: B2B or B2C, will ChatGPT provide the most benefits or conversely the least and why? Both B2B and B2C contact centers handle a full range of simple and complex issues, so I anticipate that contact center interactions for both customer types will benefit equally from GPT-4.

Contact Center 67

Contact Center B2C Chatbots B2B 67

ProProfs Blog

AUGUST 14, 2020

Integrate a Knowledge Base With Your Live Chat. However, this doesn’t imply that they should leave without a solution, especially those which do not require technical knowledge. However, this doesn’t imply that they should leave without a solution, especially those which do not require technical knowledge.

Analytics 174

Analytics B2B Education Feedback 174

TeamSupport

MAY 19, 2021

It will be different for B2C businesses than for B2B. The good news is, emails can be personalized based on your customer's unique needs. Send a new Knowledge Base article with a personal note. If you start neglecting your customers, then they’ll disperse to your competitors. How do you strike the right balance?

Sales 59

Sales B2B B2C Feedback 59

Comm100

JANUARY 21, 2020

For new customers who land on your website after hours, a clear knowledge base and a helpful chatbot are two channels that can keep your leads moving along the digital journey. B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. Remember: Mind your response time. Conclusion.

B2C 40

B2C B2B Benchmark Best practices 40

TechSee

OCTOBER 29, 2019

In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. But it turns out that not all self-service options are created equal.

Self service 95

Self service Enterprise Customer effort Multichannel 95

Nicereply

JULY 30, 2020

Create a knowledge base. You can reduce the response time by creating a kind of knowledge base. For example, if your business operates in the B2B and B2C sectors, it would be wise to share support for users of these groups. In technical support, employees often neglect this.

Technical Support 59

Technical Support B2C Consulting Consulting 59

Nicereply

FEBRUARY 25, 2020

Adopting new tools like in-context self-service and an AI-powered knowledge base can make you stand out in the crowd. In the last five years, the number of dedicated customer experience executives grew more than 1000%, in both B2B and B2C companies, according to Forrester. The Chief Customer Officer is on the rise.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

TeamSupport

NOVEMBER 9, 2018

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. Knowledge Base?

B2B 53

B2B Customer Support Self service B2C 53

Zingtree

NOVEMBER 20, 2018

For a B2C business, the cost of a self-service transaction can be measured in pennies, while the average cost of a live service interaction (phone, email or web chat) totals more than $7. Empower customers to resolve their own holiday issues with self-service. Today’s customers overwhelmingly prefer self-service.

Self service 60

Self service Scripts B2C Chatbots 60

ProProfs Blog

DECEMBER 23, 2020

You can’t rely on one source to collect customer data and complete the B2C customer segmentations process. Another customer support tool you can use to collect data is knowledge base. With the use of a knowledge base repository, you can help your customers and visitors accomplish this goal faster.

Marketing 131

Marketing Accountability Feedback Customer Support 131

Mindtouch

AUGUST 27, 2018

According to the same report from Marketo, 74% of B2B consumers and 56% of B2C consumers think it is important to have their profile data integrated across all touchpoints. 74% of B2B consumers and 56% of B2C consumers think it is important to have their profile data integrated across touchpoints. The products they use.

Self service 48

Self service B2C B2B Multi-channel support 48

CSM Magazine

JUNE 16, 2023

Driving business is not just about selling a product or service, it is about engaging with the customer beyond the sale, nurturing the B2C relationship and hopefully creating the loyalty to which we referred earlier in this article.

Customer Service 52

Customer Service B2C Customer retention Healthcare 52

CSM Magazine

MAY 2, 2023

Whether you run a B2B or B2C business, one thing remains an undeniable fact: Customers are always right if their concerns are true and the expectations are realistic. No need to hurt their feelings if you want them to stay loyal to your brand. Companies have their strategies on how to deal with complaints, feedback, etc.

Technology 52

Technology Customer Service Chatbots B2C 52

JustCall

APRIL 5, 2023

With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. However, less than one-third of companies offer self-service options such as a knowledge base. The need for customer success management is fairly new and fast becoming pertinent.

Management 52

Management CRM Analytics Customer retention 52

Eptica

FEBRUARY 7, 2018

Self-service also brings efficiency savings to brands - the average cost of a live service interaction (phone, e-mail, or webchat) is more than $7 for a B2C company and over $13 for a B2B company. Give someone the role of knowledge manager to ensure that updates are planned and any areas where information is lacking are quickly filled.

Self service 49

Self service B2C Entertainment Best practices 49

Education Services Group

MAY 25, 2022

So, for learning and enablement, for support, for just knowledge sharing through a knowledge base, through peer-to-peer connections. As you do that, then you can also look for ways to unify the customer experience by connecting the learning platform, the knowledge base, and the support system like we’ve talked about.

Chief Customer Officer 52

Chief Customer Officer Education B2C B2B 52

CSM Magazine

DECEMBER 14, 2022

A business plan is a must for both B2B and B2C companies. The business plan is mainly based on predictions and analytics. The white paper shows the benefits of the product in the customer’s world, pointing out what they will get and why this product is a great solution to their problem.

B2B 52

B2B B2C Marketing Analytics 52

CrazyCall

OCTOBER 2, 2019

I bet you’ve seen knowledge bases on more than just one website. The knowledge base is a great type of resource, especially if your product or service is highly technical. The knowledge base is just one type of resource that you can hand to your customers and prospects to help them deal with common issues.

Customer Service 79

Customer Service Surveys Best practices Feedback 79

CSM Magazine

JUNE 17, 2021

Today, around 67% of B2C businesses use live chat for customer support and 73% to 81% of customers are fully satisfied. If you have a designing team or you are a photoshop expert, then you can create your own watermark of your brand and add it to the meme for your own branding. Use Live Chat.

CRM 98

CRM Advertising B2C Finance 98

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. Contact Points.

B2C 113

B2C B2B Customer Support Social media contact 113

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. In-app shopping.

Customer retention 52

Customer retention B2C Chatbots Self service 52

CSM Magazine

NOVEMBER 29, 2017

The problem that exists today is there are significantly more choices for customers in the market today – both B2C and B2B. It really doesn’t matter if you are B2B or B2C and it works in virtually every industry category. With this many choices, prices have been squeezed and margins cut to remain competitive.

B2C 58

B2C B2B Customer Experience Sales 58

ShepHyken

SEPTEMBER 7, 2023

The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. Support and troubleshooting Offer technical training sessions role-playing for support scenarios, and provide a knowledge base or internal FAQ for common issues.

Customer centricity 330

Customer centricity B2C Feedback Upselling 330

Kayako

JULY 30, 2018

Once you have compiled these key ideas, include them in your customer newsletters, on your blog page, in your knowledge base, and your customer community. If you have a B2C site, include snippets of the customer voice right in the product description.

Marketing 50

Marketing Customer Experience Customer centricity B2C 50

CSM Magazine

MARCH 25, 2021

Last-mile delivery is a B2B and B2C service that is involved in delivering packages. The current last-mile delivery platform has certain advanced features that make them more reliable and efficient. But along with that, it is necessary for you to understand more about last-mile delivery services. Smart last-mile tracking.

B2C 52

B2C Analytics B2B Accountability 52

ProProfs Blog

MAY 6, 2020

80% of B2B buyers are not only looking for but expect a buying experience like that of a B2C customer. (Source: Lumoa ) Tweet this. Even they wish to have the same buying experience as customers in the B2C get to enjoy. Some of these channels, like a knowledge base or live chat, help customers get quick answers to their questions.

Customer Experience 99

Customer Experience B2B B2C Sales 99