B2B organizations wanting to retain clients not only need a high-quality product, they also need fast, personalized support. Failing to provide this can have disastrous effects, including loss of revenue and a stain on a company’s reputation. If you want to avoid this, your agents need to provide contextual support when handling client issues. This will cut down on client frustration and also make things much easier on your reps.
The way we communicate, entertain ourselves, and conduct business has all changed over the last 20 years. Mobile technology such as smartphones and tablets have revolutionized marketing methodologies and brought the consumer into closer contact with companies. In addition, apps, chatbots, and machine learning have made it easier for businesses to interact with their client base. This digital transformation shows no sign of stopping.
The customer service landscape has changed dramatically in recent years. This is largely due to software technology developments that allow support teams to interact with clients and other team members in a whole new way. However, more radical changes to support technology are still on the way. Artificial intelligence is now taking the customer experience to the next level.
Due to the unique nature of the B2B client relationship, customer support is of the utmost importance. In fact, it plays a huge role in client retention and your ongoing business reputation. This is something you can’t ignore in the highly-competitive B2B marketplace.
Your SaaS company may be providing the highest quality software to your client base. However, if you don’t back this up with premium support, customer churn is bound to happen. Remember, just because you’ve created an effective product doesn’t mean your clients will fully understand how it functions. They’re likely to run into problems along the way. That’s why it’s important you implement the tools and methodology needed to provide a seamless customer experience. Your in-house team needs to be prepared for every possible scenario. In addition, there are some ways you can provide helpful self-service resources to your clients so they can find answers themselves. To help you out, we’re going over some ways to boost the quality of your customer service experience.
One of the strongest weapons in your customer support arsenal is a high-quality knowledge base. It helps your clients find the information they need regarding your products and services while taking a lot of the pressure off your support staff. It’s one of the most effective tools in a self-service portal. However, it’s only helpful if the content you provide is well-written and keeps your client’s needs in mind. If your articles are too dense, your client may gloss right over them without gaining any knowledge. If they’re too brief, you risk leaving out important information. That’s why we’ve put together a quick guide on what to include in your articles. Let’s get started.
Social media allows businesses of all types to expand their reach and actively engage the consumer community around them. This has opened the door to new marketing approaches and provided businesses with exciting ways to create brand awareness. However, social media isn’t the only medium that can help an organization promote community engagement. A self-service portal also presents a unique opportunity for your clients and the public to engage with each other.
Are you only providing support to your B2B client base when an issue arises and they reach out to you for help? If so, you’re already behind the curve. Proactive support is quickly becoming commonplace. The problem with reactive instead of proactive customer support is running the risk of your client becoming frustrated before you even make contact with them. Not only does this result in a subpar customer experience, it can possibly stain your reputation within your industry. Remember, online reviews have taken word-of-mouth to a new level.
Every year, customer support technology seems to grow by leaps and bounds. This makes sense given that consumers now demand faster service, more channels for support, and a higher level of quality from service agents. In addition, self-service is now becoming commonplace in the customer support industry. Companies are giving their clients ways to resolve issues and find product information on their own.
Your B2B customer support tools need to provide clients with a number of channels to obtain the information they need. More importantly, it needs to help your support team provide the best service possible. This is particularly important in the B2B landscape where product support is much more complicated than it is for B2C organizations.