8 B2B Customer Support Breakthroughs to Prepare for In the Next Decade

As we look forward into the next decade, let's first reflect back to the previous one and the impact it had on customer support. The 2010's was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before. It also launched "big data" into the mainstream, and support teams had more information about their customers than ever before. We've looked at annual customer service trends in the past, but now it's time to look even further down the road.

So what's in store for the next decade? Here are 8 B2B customer support breakthroughs to prepare for in the next decade.

 

1) Large companies will hire customer support professionals that rarely, if ever, directly interact with customers

8 B2B Customer Support Breakthroughs to Prepare for In the Next Decade

As we look forward into the next decade, let's first reflect back to the previous one and the impact it had on customer support. The 2010's was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before. It also launched "big data" into the mainstream, and support teams had more information about their customers than ever before. We've looked at annual customer service trends in the past, but now it's time to look even further down the road.

So what's in store for the next decade? Here are 8 B2B customer support breakthroughs to prepare for in the next decade.

 

1) Large companies will hire customer support professionals that rarely, if ever, directly interact with customers

The 3 Tactics of Successful B2B Customer Support Phone Calls

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients.

Five Effective Customer Services Strategies for Customer Support

Simply put, your business needs customer service strategies that improve their productivity and customer satisfaction. The right strategies help your customers resolve their issues faster and enable your agents to provide better support.

Ticket Management Process for Dummies: Ticket Organization Matters

You get a support call escalated to you one minute, your boss tells you to call a different customer the next, and a few minutes later three new tickets hit your inbox, all with totally different issues.

The Value of Post-Sale Customer Service Experiences in B2B

You’ve given them countless product demos. Made executive trips to their headquarters. Answered their questions on Saturday mornings. Invited their European team out to dinner.

Understanding UK Customer Support in the B2B Industry

As technology continues to move forward, more companies are seeing an influx of international customers that didn’t exist a decade ago. For many companies based in the United States, a large percentage of their new international customers are from the United Kingdom (aka “the UK”). Made up of four countries – England, Scotland, Wales, and Northern Ireland – the UK may share a common language with the US, but there are some notable cultural differences. 

The Top 5 Most Important Customer Success Metrics to Track

With more companies creating and expanding their customer success teams than ever before, it’s critical that leadership focuses on the right customer success metrics to accurately gauge their work. Remember, this team isn’t just an extension of customer support, so common metrics like average ticket close time will fail at accurately representing their contribution to your company.

­What You Need to Know About B2B Customer Success to Beat Your Competition

Great companies have always cared about their customers. When a customer pays for a service or offering, it’s up to the company to make sure what they paid for meets their needs.

Understanding the Expectations for B2B Customer Service Experiences

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. Their own customers know this, and thus the expectations for many B2C products are so low that companies in this industry rarely emphasize the priorities of their customers.

 

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