Pointillist

SEPTEMBER 10, 2020

Many CX, marketing and operations leaders are asking how they can use customer journey orchestration to deliver better, more personalized experiences that will improve CX and business outcomes, like retention, customer lifetime value and revenue. Journey orchestration goes beyond traditional personalization techniques.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

ShepHyken

APRIL 28, 2024

This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more. 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.

Customer Service 190

Customer Service Advertising B2C Big data 190

bold360 Blog

FEBRUARY 6, 2019

Sales reps were the main source of product information, guiding prospects toward a purchase via phone conversations and in-person meetings. Today’s B2B buyers shop for business solutions just like they shop for personal products. Chatbots are helping companies deliver this kind of personalization at scale.

B2B 82

B2B Personalization B2C Chatbots 82

ShepHyken

JULY 18, 2022

Forbes) Customer experience was finally starting to catch up in the B2B world to match technology-driven and personalized B2C experiences. Here’s a good one (number 3) from her article: 100% of buyers want self-service options for at least a part of the buying process. But then the pandemic turned everything on its head.

Customer Service 36

Customer Service B2B B2C Self service 36

inSided

OCTOBER 2, 2019

Did you know that a whopping 73% of people feel that valuing their time is the most important thing companies can do to provide them with good service? If that doesn't make you realise you need to up the ante when it comes to your self-service offering I don't know what will! at the forefront of your overall business goals.

Self service 67

Self service B2B SaaS Gamification 67

CSM Magazine

MARCH 28, 2025

Offer advanced reporting and analytics for insight into your service teams performance. Automate repetitive customer service tasks, improving efficiency and response times. Support self-service capabilities, like knowledge bases, to empower customers. Now, let’s get to the list.

Customer Service 52

Customer Service B2B Chatbots B2C 52

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.

Self service 67

Self service B2C B2B Education 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

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 84

B2B B2C Best practices Self service 84

Kayako

JULY 28, 2022

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. Why do people prefer self-service? Are you ready to deliver Friction-Free Customer Service?

Management 116

Management Customer Service Self service B2C 116

TeamSupport

OCTOBER 26, 2018

You don’t want to use an exhaustive enterprise tax software for your individual filing, nor does a corporate audit business want to be forced into using software focused on personal finance. Solutions built primarily for B2C teams will place all their focus on each contact and moving their issue towards resolution.

B2C 40

B2C B2B Wireless Finance 40

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

Inbenta

JANUARY 17, 2022

The rush for embarking on digital transformation has lulled, and we now find ourselves in the same digital playing field where B2B and B2C have ultimately become B2H (Business to Human). Business leaders must still seek smarter, automated to create personalized engagement with clients. Growing self-service options for customers.

Customer Service 98

Customer Service Self service Chatbots B2B 98

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.

B2C 88

B2C Self service Education Enterprise 88

ProProfs Blog

SEPTEMBER 28, 2018

But what better way there is other than a website chat software to provide your customers a more humanized and personalized experience possible. The ‘chat’ should be responsive and done in the style, language, and tone of the customer – it should look and ‘feel’ personalized to that individual.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

ClearAction

JANUARY 14, 2015

In our four-year study of B2B CXM , 91% of participating firms said they sell B2B products and services through a dedicated sales force 1 , with a typical sales cycle ranging from three to twelve months. What's happening in B2B CXM strategy is similar to what's happening in B2C.

Customer Experience 97

Customer Experience B2B Management B2C 97

aircall

JUNE 2, 2021

For example, if you’re a B2B company and your sales teams learn about specific client pain points and nonnegotiables during the closing phase, they can pass these notes along to customer service agents. This way, any representative who deals with them can quickly access this information and personalize the conversation accordingly. .

Personalization 62

Personalization Customer Service B2B Self service 62

Global Response

JANUARY 9, 2023

Although customer service is often focused on in B2C companies, it’s just as important—if not more so—in B2B companies. In fact, up to 80% of B2B purchase decisions are impacted by a buyer’s experience with the B2B customer service, so it’s an essential quality of your brand or company to consider.

B2B 62

B2B B2C Customer Service Self service 62

Mindtouch

JANUARY 23, 2020

CX-focused MindTouch customers can see yearly savings from $10K-100K (B2B) and $1M-20M (B2C). This included personally reaching out to accounts and performing in-depth customer experience audits for 20% of our customer base (which serves more than eight million users). To drive customer lifetime value, we first had to look inward.

Metrics 62

Metrics B2C B2B Self service 62

ProProfs Blog

AUGUST 14, 2020

Monitor Visitors & Personalize Conversations. Having insights into how customers initiated their journey with your brand is a great starting point to personalize conversations. Offering a self-service option to visitors who seek instant answers to their question. 5 Ways to Optimize Customer Journeys Using Live Chat.

B2B 174

B2B Analytics Education B2C 174

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

JivoChat

JANUARY 6, 2022

B2B (Business to Business) companies have different needs than the ones that are solely focused on the B2C (Business to Customers) market. You can create a personalized service for each customer, which means the products, prices, and payment options are focused on each company’s needs. Personalization. Key features.

B2B 75

B2B B2C Accountability Sales 75

Global Response

DECEMBER 5, 2022

Unique industries require precise, accurate, personable care. The client’s business is directly impacted by the quality of service they receive. B2B Customer Service vs. B2C Customer Service There are distinct differences between business-to-business and business-to-consumer customer service.

B2B 62

B2B Customer Service B2C Multichannel 62

Fonolo

DECEMBER 4, 2018

Originally preferred for person-to-person communication, the past few years have seen a surge of B2C communication via messaging channels (Facebook Messenger, WhatsApp, WeChat, etc.). Is SMS a stop-gap until better messaging arrives? Or is it here for the long haul? How Should Companies Think About 3rd-Party Messaging Platforms?

Gamification 89

Gamification B2C Contact Center Technology 89

Cincom

MARCH 20, 2025

4- Lack of Real-Time Inventory and Pricing Data B2B buyers expect the same level of responsiveness as in B2C transactions, yet many companies struggle with outdated inventory and pricing systems. 3- Enhancing Customer Satisfaction with Personalized, Error-Free Quotes B2B buyers expect accuracy, transparency, and speed.

B2B 40

B2B Sales CRM Finance 40

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

TeamSupport

AUGUST 5, 2020

For one, some customers may look to speak to a real person and be annoyed when they find out that they have started a session with a chat bot. B2B customers are more complex and higher value than B2C customers. The argument can be made that if you have the right B2B customer support software solution, the chat bot is not a good idea.

B2B 89

B2B Customer Support B2C Personalization 89

REVE Chat Blog

JUNE 17, 2020

Here is how Generation Tux, a B2C platform used co-browsing solution to help customers to easily manage all the rental detailing from home. When the customers faced any problem, they could call, chat, or even co-browse with customer service reps and handle issues on an immediate basis. . Personalize your customer care with video chat.

Customer Service 78

Customer Service Self service Average Handle Time Brand ambassadors 78

Solvvy

AUGUST 21, 2020

In 2020 it’s become more important than ever to provide your customers with fast, effective, and personalized support. Even in the face of challenges like smaller budgets, reduced agent headcount, and the move to fully-remote workforce models, customers still expect a higher level of service than ever before.

Chatbots 62

Chatbots Customer Support Self service B2C 62

Eptica

NOVEMBER 4, 2016

Share knowledge To answer consumer questions quickly and consistently, customer service departments are increasingly investing in a single, centralized knowledge base that can be accessed both by agents working across different channels and directly by customers through web self-service systems. Share this page on: Tweet.

Enterprise 65

Enterprise Customer Service Multichannel Self service 65

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. Neglecting even one person in the process can throw off your entire timeline.

B2B 64

B2B Customer Support B2C Self service 64

Cincom

FEBRUARY 14, 2025

Enhance Customer Experience with Personalization Expectations are evolving; buyers expect the same level of personalization and responsiveness as in B2C transactions. Yes, CPQ enhances customer experience by providing fast, accurate quotes, ensuring transparent pricing, and enabling personalized recommendations.

Best practices 40

Best practices Sales CRM Finance 40

Mindtouch

FEBRUARY 20, 2018

This kind of product-centric content management strategy can frustrate customers and leave little room for a personalized approach. 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. Step 1: Know Your Business. Occupation.

Journey mapping 59

Journey mapping B2C Advertising B2B 59

Interaction Metrics

APRIL 17, 2025

Features & Usability Known for its conversational, interactive survey designs and smooth mobile experiences, Typeform offers over 3,000 customizable survey templates, supports logic jumps, and makes surveys feel more personal. Where It Falls Short: Less useful for B2C, limited pricing transparency and integrations.

Surveys 48

Surveys Enterprise B2B Analytics 48

Kayako

SEPTEMBER 28, 2022

According to Zendesk’s Employee Experience Trends Report 2022, requests from corporate employees increased 31 percent last year, nearly double the rate of both B2B and B2C companies. Poor internal customer service is costly. Equip your internal customer service reps with the right tools.

Technology 62

Technology Customer Service Multichannel Self service 62

JivoChat

APRIL 23, 2023

Chatbots have become a success around the world, and nowadays are used by 58% of B2B companies and 42% of B2C companies. There are many reasons for that, a chatbot is able to simulate human interaction and provide customer service 24h a day. In 2022 at least 88% of users had one conversation with chatbots. “How can I help you?”

Chatbots 75

Chatbots B2C Self service B2B 75

Nicereply

JUNE 20, 2019

Personalization. Every customer wants a unique experience tailored to their specific personality. Throughout 2018, personalization grew stronger and it’s definitely going to be TOP #1 trend throughout 2019. Throughout 2018, personalization grew stronger and it’s definitely going to be TOP #1 trend throughout 2019.

Marketing 77

Marketing Chatbots B2C Self service 77