TechSee

OCTOBER 29, 2019

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

Self service 95

Self service Enterprise Multichannel Customer effort 95

ShepHyken

JUNE 13, 2016

The Service Manager) From leveraging self-service tool for personalisation to embracing an omni-channel customer servicing, here are eight trends in customer experience that are going to be relevant to most businesses in 2016. 24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands by Clutch.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

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 216

Customer Service B2B B2C Advertising 216

ShepHyken

JANUARY 20, 2020

The premise is that there are two sides to the AI argument regarding human contact versus automated self-service. And, what I most appreciate about this article is the second point, where AI supports the customer service agent – not the customer. My Comment: This is a very short article, but with several very good points.

Customer Service 241

Customer Service B2C Entertainment Customer effort 241

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

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.

Customer Service 185

Customer Service Advertising B2C Big data 185

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

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. Here are a few ideas to help you through the struggle.

Customer Service 35

Customer Service B2B B2C Self service 35

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. What are people talking about the most?

Self service 67

Self service B2C B2B Education 67

ShepHyken

JULY 24, 2020

Include a banner with a link to information on lead times so new clients can easily find the information they need and add self-service tools to reduce customer service backlogs.

B2C 151

B2C Government B2B Self service 151

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

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

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 B2B 174

ShepHyken

APRIL 3, 2023

This article uses Air Canada as a case study for properly using AI/automated/self-service support to deliver a better CX. Of course, if the customer/passenger needs help beyond the self-service experience, they can connect with a human agent. It’s the last group that will win the digital customer experience game.

Customer Service 24

Customer Service Self service B2C Customer Experience 24

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

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

TeamSupport

OCTOBER 26, 2018

With this said, let’s look at how these specific needs apply to a different type of software – help desk software – so you can determine whether a B2C or B2B software better fits your goals and objectives…. 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

Kayako

JULY 28, 2022

Data cited in a Harvard Business Review article shows a strong preference for self-service: Across industries, 81% of all customers attempt to solve their problems with self-service options before reaching out to a live representative. Why do people prefer self-service? So what is the answer?

Management 98

Management Customer Service Self service B2C 98

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 B2C Chatbots 82

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

ClearAction

JANUARY 14, 2015

As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM. What's happening in B2B CXM strategy is similar to what's happening in B2C. Therefore, surveys of B2B practices may understate the actual work being done.

Customer Experience 97

Customer Experience B2B Management B2C 97

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

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

ProProfs Blog

OCTOBER 13, 2020

77% of customers end up using a self-service support portal to get a solution to their problem faster.”. However, 12% of them fail to find the solution they need through these service portals. It cannot be executed for B2B customer service as it is more complex than the B2C support process. A study suggests that.

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

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

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). Growing self-service options for customers. Customers increasingly expect organizations to offer self-service support.

Customer Service 98

Customer Service Self service Chatbots B2B 98

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

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

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

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

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. Do you want to reduce quote turnaround time, improve pricing accuracy, or enhance self-service capabilities?

B2B 40

B2B Sales CRM Finance 40

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

Global Response

DECEMBER 5, 2022

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. With B2C CS, solving issues may be for one instance or a handful of issues.

B2B 62

B2B Customer Service B2C Multichannel 62

ProProfs Blog

AUGUST 14, 2020

Offering a self-service option to visitors who seek instant answers to their question. Just like B2C businesses, B2B companies can use live chat to optimize customer journeys and experiences. Answering frequently asked questions. Watch: Benefits of Live Chat Integration With Knowledge Base . Add Offline Message Form.

B2B 174

B2B Analytics Education Feedback 174

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