ShepHyken

SEPTEMBER 15, 2020

Many companies were unprepared to make the shift to e-commerce, self-service and other digital channels. Consumers (in both B2B and B2C) expect to be able to turn to sales reps for information and answers. The COVID-19 pandemic resulted in a massive shift in both business and consumer buying preferences and habits.

B2C 307

B2C B2B Self service Sales 307

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. Often, they foresee a mountain of writing and maintenance that goes into self-service. What are people talking about the most?

Self service 67

Self service B2C B2B Education 67

Totango

SEPTEMBER 7, 2021

B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Here we’ll consider the differences between B2B and B2C engagement before laying out three of the most important best practices for effective B2B client engagement. Why Are B2B Client Engagement Strategies Different from B2C?

B2B 80

B2B B2C Best practices Self service 80

Eptica

FEBRUARY 7, 2018

Date: Wednesday, February 7, 2018 The 6 key challenges to successful self-service – and how to overcome them. No wonder that both consumers and companies are turning to online self-service systems. Why are some brands pulling ahead when it comes to self-service and others lagging behind ?

Self service 49

Self service B2C Entertainment Best practices 49

The Northridge Group

JUNE 2, 2023

Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers. Dealing with providers is essentially a B2B function while dealing with members is B2C. Losing a B2B customer is a lot riskier than losing a B2C customer.

B2B 67

B2B B2C Contact Center contact center associations 67

Talkdesk

AUGUST 9, 2016

Self-service customer support has been a major part of the recent transformation of the company-customer relationship. Self-service is a common support channel found in omnichannel strategies for a variety of reasons. The go-to self-service channel is the company website. Self-service can take many forms.

Self service 40

Self service Customer Support B2C B2B 40

Mindtouch

JANUARY 23, 2020

CX-focused MindTouch customers can see yearly savings from $10K-100K (B2B) and $1M-20M (B2C). New revenue generation : A B2C company estimated that strategically adding CTAs to self-service content had helped increase revenue by 8%. To drive customer lifetime value, we first had to look inward.

Metrics 62

Metrics B2C B2B Self service 62

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. The live chat customer service holiday rush planning doesn’t stop at the end of December.

Customer Service 103

Customer Service B2C B2B Self service 103

TechSee

DECEMBER 22, 2019

The ongoing shift to self-service has brought about many positive changes to the customer service field. Today’s contact center agent must therefore be better trained to address these issues and to deal with more frustrated, impatient customers who’ve tried and failed to resolve their issues via self-service.

Call Center 124

Call Center Personalization Contact Center Self service 124

TeamSupport

SEPTEMBER 6, 2019

The difference between a B2B (business-to-business) and B2C (business-to-consumer) customer is night and day. To most B2C companies, customers are a dime a dozen. A B2C company isn’t focused on their current customers nearly as much as acquiring new ones. They’ve got projects and employees to manage.

B2B 60

B2B B2C Customer Service Self service 60

ShepHyken

AUGUST 1, 2016

(Tech.Co) Indeed, it seems sometimes as if “customer service” is just a dark hole that customers enter and then eventually extract themselves because it is just not worth the hassle. My Comment: All types of businesses (B2B, B2C, large, small, etc.) That could be with a live support agent, a self-service solution, instant chat, etc.

Customer Service 208

Customer Service B2C B2B Customer Care 208

bold360 Blog

FEBRUARY 6, 2019

Instead of trying to gain back control of the buying journey with data capture forms, intrusive pop-up chat windows, and gated content—all of which can be major turnoffs to prospects—B2B marketers need give buyers want they want: an easy, engaging self-service experience.

B2B 82

B2B Personalization Chatbots B2C 82

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

Zingtree

NOVEMBER 20, 2018

So, what can we do to offer the same exceptional customer service and support during these particularly anxiety and stress-inducing times? The best place to begin is always to streamline, scale, and focus on self-service. Empower customers to resolve their own holiday issues with self-service.

Self service 60

Self service Scripts B2C Chatbots 60

Talkdesk

FEBRUARY 13, 2020

Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. According to Gartner’s 2018 Best Practices for Implementing Extreme Customer Self-Service Report , by 2022, 85% of customer service interactions will start with self-service, up from 48% today.

Virtual Agent 54

Virtual Agent Customer Experience B2C Self service 54

TeamSupport

APRIL 21, 2020

Set realistic expectations for chat communication – B2B chat is complex when compared to B2C (business-to-consumer). In the B2C world, agents are often flooded with “What’s the status of my order” and “How can I reset my password” requests. Part 1 – Pre-conversation Chat Planning. Are there any specific hours chat is NOT available?

B2B 59

B2B B2C Self service Personalization 59

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

TeamSupport

DECEMBER 14, 2018

Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. 1) B2B self-service will become more interactive – Thanks to an increase in on-demand video content in their personal lives, customers are more frequently asking for the same in the business world.

Customer Service 111

Customer Service Scripts B2B B2C 111

TeamSupport

JUNE 3, 2020

Other signs include no software integrations (which creates duplicate work), software built for B2C (business-to-consumer) when they are B2B, and no set standards for responding to customers based on issue severity. Examples include self-service content, customer attachments, and historical tickets.

B2B 64

B2B Customer Support B2C Self service 64

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

Solvvy

AUGUST 21, 2020

The real difference, however, comes from encouraging customers to self-service with a conversational, next-gen customer support chatbot – far and away the best and most cost-effective way to resolve issues quickly and accurately without bogging down your support team. . Next-gen chatbots are a great investment.

Chatbots 62

Chatbots Customer Support Self service B2C 62

CSM Magazine

JUNE 16, 2021

Gone are the days where high-quality customer experience (CX) was the exclusive purview of B2C. In today’s rapidly digitizing marketplace, brand perception hangs largely on the ability to offer customers a convenient, effortless use of products and services – in the B2B space as much as B2C. The Self-Service Paradox.

Enterprise 52

Enterprise B2C B2B SaaS 52

TeamSupport

JUNE 15, 2020

We determined the market desperately needed a software solution for customer support at B2B companies so companies could stop having to piece together disparate generic solutions better fitted to business-to-consumer ( B2C ) retail companies. Internal silos were abundant and collaboration was minimal to non-existent.

B2B 64

B2B Self service B2C Customer Support 64

CSM Magazine

MAY 5, 2023

Clearly there’s a direct link between reductions in consumer spending and the performance of B2C brands. The reality is that all of us will have to fight harder to win the hearts and minds of our customers over the coming few years, and that of course means a renewed focus on the people and technologies that drive your service delivery.

Technology 52

Technology Customer Service B2C Consulting 52

Amity

MARCH 22, 2018

There are 3 ways in which one can get a scrumptious meal; the first and most common: self-service. This is common for B2C tools or Dev tools where you assist high-tech users that are already well trained. This is common for B2C tools or Dev tools where you assist high-tech users that are already well trained.

Self service 88

Self service B2C Education Enterprise 88

TeamSupport

AUGUST 3, 2018

4) Tailoring self-service content for specific business needs – A great self-service solution is the backbone of any strong customer success operation and it can also be a key piece in boosting customer retention.

B2B 56

B2B Self service B2C Morale 56

TechSee

SEPTEMBER 3, 2019

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations.

Contact Center 84

Contact Center B2C Self service Contact center software 84

Mindtouch

AUGUST 27, 2018

Driving Engagement with Self-Service Support Content. 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. As you’ll notice in the strategies below, web self-service content can help fuel these efforts.

Self service 48

Self service B2C B2B Multi-channel support 48

TeamSupport

JUNE 8, 2020

Digital.com, a leading independent review website for small business online tools, products, and services, selected the top 13 solutions based on customer feedback, pricing, and plan options. 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

PeopleMetrics

JANUARY 24, 2022

Finally, we will have an updated, self-service survey engine released this year! And my first book, Listen or Die , has numerous B2B examples and a chapter devoted to the differences between B2B and B2C CX. Fire away those ad hoc surveys! There’s a lot more on the roadmap, more to come soon.

B2B 90

B2B Journey mapping B2C Benchmark 90

TeamSupport

AUGUST 2, 2019

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. Self service. Unlike several of the other support channels, self-service is unique because it’s “always available” as an online resource.

B2B 53

B2B Self service B2C Education 53

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. But with customer experience advancing rapidly towards full self-service as standard, we’ll soon be visually interacting with virtual assistants that can visually guide us towards self-resolution of all our tech issues.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

NobelBiz

FEBRUARY 27, 2024

RELATED ARTICLE CRM Key Features For Customer Service Interactive Voice Response (IVR) Systems IVR systems enhance customer self-service by providing automated responses to common inquiries and guiding callers through menu options. A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Mindtouch

FEBRUARY 20, 2018

What follows is a step-by-step guide on how to build a content structure that drives results for both presale and post-sale self-service support experiences. Are you a business-to-customer (B2C) or business-to-business (B2B) company? Do you provide services, products, or both? Step 1: Know Your Business. Occupation.

Journey mapping 59

Journey mapping B2C Advertising B2B 59

TechSee

AUGUST 19, 2019

Advances in Artificial Intelligence (AI) have delivered big wins for many B2C companies. For example, many customer-facing organizations are now aiming to drive higher levels of call deflection and therefore need AI systems geared towards intent prediction as well as self-service. Making the wrong choice.

Customer Service 111

Customer Service Chatbots B2C Contact Center 111

TeamSupport

AUGUST 3, 2018

4) Tailoring self-service content for specific business needs – A great self-service solution is the backbone of any strong customer success operation and it can also be a key piece in boosting customer retention.

B2B 40

B2B Self service B2C Morale 40

Talkdesk

FEBRUARY 4, 2020

Regardless of industry or sales model (B2B, B2C), business has been forever changed by the customer’s insistence on technology excellence. This is especially true for customer service, which today has many different flavors. Your call center cannot afford to go down.

B2C 52

B2C Contact center software Healthcare Call Center 52