The Differences Between B2C and B2B Customer Support
Traditionally, customer service was primarily associated with B2C organizations. Now, however, B2B entities must also provide high-level support to their clients in order to remain competitive in their given industries. Many of these businesses are choosing to use B2B customer support software to help deliver the very best service possible. This helps them create an easy way for clients to get answers and also keeps their in-house operation running smoothly.
The overall concept of customer support is the same for all businesses. Provide customers with answers to their questions or help them resolve an issue they’re having with a product or service. However, there are several big differences between B2C and B2B customer support. Let’s go over a few.
Fewer Clients for B2B Organizations
The products and services that B2B entities deliver are typically much larger and more complex than those of B2C organizations. This means they deal with fewer clients at one time. However, because their clients are spending much more money and often have service agreements in place, customer support is more intricate. Because a B2B client may purchase a large quantity of a product, if something goes wrong, finding a quick solution is essential. This is why B2B companies need to take advantage of configurable customer support software to help manage the high level of service their clients demand.
B2B Issues Are More Challenging
Because the products and services provided by B2B companies are more complex, issue resolution tends to be more challenging. It also tends to take longer to resolve client issues. This is because it’s often necessary for multiple departments to get involved when an issue arises. This typically isn’t the case for B2C entities, where offering an exchange or refund is the best solution. B2Bs must be ready to resolve client issues in a methodical way. This is why support software is one of the most imperative assets for communicating internally when a major problem occurs.
Multiple Client Contacts for B2Bs
For B2C organizations, support teams typically handle calls from a single consumer. However, when a B2B customer purchases a product, there’s a good chance a number of different people from that company will need service. This is why it’s critical for B2B support teams to have a good understanding of the client, their agreement, and their support history. They need this information at their fingertips so they can manage their client’s expectations, regardless of who calls. This is why many B2B support reps are assigned to specific clients. Using B2B customer support software gives reps an easy way to collect and manage client data during the lifecycle of their contract. They must always maintain a strong understanding of each client they serve.
Get the Right Tools for B2B Customer Support
The customer support process is much more detailed for B2B organizations. Configurable customer support software can provide a consistent service to high-level clients. This software will help deliver a unique experience that caters to each individual client’s needs.
PhaseWare can help by implementing B2B software that will allow you to fully optimize your support operation. Contact us to learn more.