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.

Self Service 259

Self Service Customer Service How To B2C 259

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 Engagement Self Service Strategy 80

CloudCherry

JULY 10, 2019

For example, a b2c company that sells T-shirts might want to ask its customers about their preferences on the type of material and their budget. Effective self-service options. Chatbots and self-service options help customers find the right product and understand its specifics better.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

ShepHyken

APRIL 22, 2024

AI is important for streamlining processes and improving the customer experience, but companies that are implementing digital self-service solutions must find the right balance between human and digital experiences. It doesn’t matter if your organization is B2C or B2B, the Amazon Effect is influencing your customers’ expectations.

Customer Service 80

Customer Service Self Service Tips Contact Center 80

Blake Morgan

OCTOBER 27, 2022

Customer experience was finally starting to catch up in the B2B world to match technology-driven and personalized B2C experiences. 70% of B2B decision-makers are willing to make new purchases over $50,000 through self-service or online channels. COVID changed everything about how we live and work—especially in the B2B space.

B2B 105

B2B Self Service Competitive Advantage B2C 105

ShepHyken

APRIL 28, 2024

While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. Loyalty and self-service round out the four. The use of generative AI technology is easier than ever to implement and cost-effective.

Loyalty Programs 70

Loyalty Programs Customer Service Self Service e-support 70

InMoment XI

JANUARY 9, 2024

How Does the B2B Customer Experience Differ from B2C? B2B CX strategies are often inspired by best practices in B2C customer experience management. Personalized service, understanding the client’s business, and collaboration are key elements. Support and service. Customization and personalization.

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

Storyminers

JULY 29, 2016

We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . Utilizing ratings and reviews as a B2C brand is a valuable business and marketing solution and is also an incredibly important means of boosting customer satisfaction. Customer Service Speaker and Author.

B2C 124

B2C Customer Retention Strategy Brands 124

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 Self Service Contact Center Effort Score 124

ShepHyken

JANUARY 18, 2021

Userlane) A brief comparison between two customer self-service solutions for B2B businesses in terms of the functional and emotional experience they provide and their cost-saving potential. Both are self-service options, but what’s more effective? Chatbots vs Knowledge Bases: Which One Is Better? by Tracey Ruff.

Self Service 126

Self Service Customer Service Customer Journeys B2B 126

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. All communication must, instead, take place digitally––even self-service. Technology isn’t a disruptive force in B2C retail only, a sector that has seen a massive e-commerce shift. Actionable Steps for Reset.

Strategy 147

Strategy Self Service Customer Journeys B2B 147

Bold360

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 Self Service Chatbots B2C 82

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 Self Service Customer Experience Contact Center 54

Gainsight

APRIL 10, 2023

B2B customers are expecting round-the-clock help (similar to B2C customers). According to Salesforce’s 2023 State of the Connected Customer report, 57% of users prefer self-service over human interaction. CS teams are struggling with burnout, as they’re being asked to do more with less and deliver on customer expectations.

Customer Success 59

Customer Success Self Service Multi-Channel Effort Score 59

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.

Self Service 124

Self Service e-support Omni-Channel B2C 124

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 Self Service Multi-Channel B2C 62

PK

SEPTEMBER 4, 2019

Increasingly, B2B buyers have been approaching the technology purchase process through the lens of B2C. 81% of buyers indicate that the experience a company provides is as important to them as its products and services. Millennials don’t want to be sold to: they want to buy on their terms.

B2B 73

B2B Self Service Chatbots B2C 73

Team Support

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 Self Service Customer Service B2C 60

Team Support

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.

Self Service 64

Self Service B2B Software B2C 64

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.

Self Service 56

Self Service B2B Customer Success B2C 56

Lumoa

NOVEMBER 30, 2022

In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction. Beyond this, you should provide multiple language options so that your customers can use the service no matter where they are in the world. This allows customers to track their inquiries on a self-service platform.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

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.

Trends 111

Trends Self Service Customer Service Chatbots 111

Team Support

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 Self Service Chatbots B2C 59

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 Guidelines Customer Success 88

Team Support

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 Software Self Service B2C 64

Team Support

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 Company B2C 53

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 Self Service Contact Center Software B2C 84

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.

Self Service 40

Self Service B2B Customer Success B2C 40

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.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

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 Self Service B2C 52

Oracle

SEPTEMBER 17, 2018

It doesn’t matter if you’re B2B or B2C, delivering an expected level of CX is now considered “table stakes.” They are, and they’re trying to out-service you. Self-Service: This isn’t about putting the onus on the customer to do things themselves, unless they want to and it’s more convenient.

Self Service 96

Self Service Customer Experience Travel B2C 96

Team Support

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.”.

Software 52

Software Self Service B2B B2C 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.

Trends 90

Trends Self Service B2B Roadmap 90

Gainsight

MAY 4, 2023

In the not-too-distant past, communities were primarily viewed as a way of scaling Support or reducing costs for B2C enterprise companies. This all fit in with their digital strategy , one of the biggest pieces for digital-led CS and self-service, their community drove their overall company efficiency.

Self Service 52

Self Service How To Effort Score B2C 52

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 Self Service Video Average Handle Time 174

CCO Council

OCTOBER 28, 2017

Executives expect digital disruption to be the most severe in B2C industries, particularly in media. A recent McKinsey survey of 1,000 B2B decision makers said that approximately "86 percent of respondents said they prefer using self-service tools for reordering, rather than talking to a sales representative." Where are you at?

Self Service 40

Self Service Chief Customer Officer B2C B2B 40

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.

Brands 52

Brands B2C Self Service e-support 52