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.
Providing efficient support solutions is great, but you need to take it one step further. Your customer experience needs to be personalized as well. This ensures your clients are receiving a level of support that aligns with their business goals. In order to do this, you need the right tools and strategies in place to deliver configurable customer service to each client. Not only does this go a long way in establishing trust, but it also allows you to provide fast, effective solutions without putting a strain on your agents. Let’s go over three ways you can personalize your support experience.
Define Your Strategy First
There’s no way to provide a unique customer service experience unless you fully understand your clients’ expectations and goals. That’s why you need to outline the different stages within the lifecycle of your clients’ relationship with your brand. Doing so will give you a better understanding of the hurdles your customers will face and what their concerns may be. You can then form a solid plan for personalizing your support process to fit their needs. You’ll also be able to anticipate when and how they’ll need help and put a plan in action to provide proactive support. Finally, try to nail down a customer profile to get a better grasp of your clients’ persona. This will help you when personalizing support interactions and online interfaces such as a self-service portal.
Utilize the Right Software
Some of the most important factors in providing personalized service are the tools your support team uses. You need to take advantage of the right B2B customer support software to help you out. However, it can’t be just any support software. It needs to allow for customization. Keep in mind each client will have different expectations and require varying levels of support and interaction. You need software that will allow you to provide configurable customer service catered to each individual need. This means creating customized dashboards designs or automation features which help streamline a client’s touchpoint. You’ll also be able to use software to give your agents the information and resources they need to provide a personalized experience.
Understanding how your clients interact with your product is crucial for a number of reasons. It helps develop future marketing strategies, product modifications, and also allows you to personalize your customer experience. By looking at a monthly data report for each client, you can track the issues they’re having and understand how they prefer to find solutions. You can then use this data to actively change the support experience you’re providing them. For example, if you see a client is continually having an issue with a certain feature of your product, you can reach out to them directly and provide a permanent solution. You can also set up automation features to ensure they’re getting the right amount of touchpoint from your team.
With so many customer service capabilities now available, you can’t afford to turn your back on personalized support for your B2B organization. If you’re ready to make this happen for your clients, PhaseWare can help by providing B2B customer support software solutions. Contact us today to learn more.