B2B customer support in general
Customer focus is what the entire business and the strategies of each company are the best around. Depending on this, you can choose B2B, B2C segments, or both. These models require very different approaches to communicating with customers.
If you want to learn the topic about segments in connection with the customer journey, call WOW 24-7 customer service. Here you will discover how to build customer support service targeted at B2B and B2C audiences. Scroll down to find out more about crucial principles helping to ensure seamless communication.
What is B2B customer service?
Business to Business (B2B) is the interaction of legal entities, where sellers and buyers purchase products from a wholesale warehouse or manufacturing enterprise to sell their business direction or further resale.
This way, B2B customer support is the support of corporate clients who need to solve a specific problem. Client-side managers turn to the company provider for help.
Naturally, all B2B companies need such support because of the people behind every business. Their satisfaction is a role model and a big goal of enterprises. If you want to run a successful B2B business, take care of the client-side managers and support them.
Nowadays, B2B customer support is especially relevant for cloud service providers (SaaS, IaaS, etc.).
B2B customer support: peculiarities
1. Quick response
The B2B segment requires a quick response and a solution to issues. Customer support in your company should create various scenarios to deal with the problems on a tight schedule. Every business’s executive personal or working time has an enormous value, and it is not worth neglecting it. So even the slightest unforeseen issue may not play the best role for you.
When comparing customer base B2B or B2C, pay attention that the B2C client does not require much time for problem-solving. While, for B2B, it is essential to weigh each aspect in different ways to understand the outcome of the decision. In both cases, you do not neglect the customers’ time because you risk losing them.
Consider a specific example. Company A bought a software subscription from Company B, but the software does not work. Therefore, company A lost a potential benefit because of downtime. Because of that, enterprises strive to prevent such situations, and B2B customer support should create scenarios for any query and optimize it to solve the problem faster.
2. A few communication channels
B2B support does not require a wide range of communication channels. The customer behavior analysis can show you what communication types you need.
Business people are active laptop and phone users. But in case of any issue, they will not contact you via social.
Therefore, multichannel support covering totally all channels is not suitable here. You should provide quality support through the phone, email, and live chat on your website. Other communication channels can also be helpful if the audience has some preferences and requires more comprehensive coverage.
3. Business hours
Managers solve their problems during business hours. That is why it is reasonable to organize a service that provides support only within the working day. It helps to consider the time frame even when working with international businesses.
B2С customer support: general concept
What is B2C customer service?
Business to Consumer (B2C) is a commercial relationship between business and consumer. It is the usual model when goods and services can purchase directly by the end-user for personal purposes. Sales in the B2C segment are small, but they occur often. This market sector includes beauty salons, clothing and pet shops, cafes/restaurants, etc.
Customer base b2c is a commercial interface between businesses and individuals.
So, B2C customer support is an actual old-fashioned type. This model is more common, as different B2C companies provide careful quality support for customers` convenience.
B2С customer support: peculiarities
The level of communication with a regular client differs from interaction with a business executive. Multichannel is crucial today because of many clients and many preferences. Therefore, B2C companies should take care of their availability.
2. Customer-centric approach
The individual approach matters both for B2B and B2C customers. But the last group needs it more. So here, companies need to collect and analyze data on customer behavior, introduce a loyalty system for such purposes, etc. This way, they will find a complex of movements that will make a mechanism for a significant connection with the target audience.
3. Fast response
B2B vs B2C customer service: comparison
|Specifics||B2B Customer Support||B2C Customer Support|
|Availability||During business hours||24/7|
|Customer-oriented approach||It’s not a first-rate priority for B2B segment||It’s core condition for proper customer service provision|
|Decision making||A decision is made consciously, rationally, consistently, considering all the aspects, more often by a group of people||It is characterized by quick emotional purchases - if a product or service meets the expectations, the client immediately makes an order. The same applies to interaction with the customer support|
|Branding||It is always lead generation, emphasis on an efficient support||Here is one of the main tools that allows you to increase loyalty, build an emotional connection with the audience|
Customer support for hybrid businesses
There are hybrid types of business when companies provide both B2B and B2C services. In such a case, they should organize customer support for both segments. Here, it remains crucial to distribute the companies` power for equally careful support.
Many companies confuse about the difference between B2B and B2C audiences concurrently. Most of them turn to customer support service providers. In WOW 24-7, we can support businesses with shared/dedicated teams using the right approach to all customers.
Customer support is a subtle mechanism of interaction, where every process should be afloat and in the company’s attention. The new customer is your client, your profit, the result of maintaining a decent image, a comprehensive individual approach.
If you are looking for high-quality B2B or B2C customer support – let us know! Our specialists will do their best to improve your communication with the audience.