As a society that’s constantly evolving with technology, we’ve reached an era where it’s perfectly acceptable to use artificial intelligence (AI) for answers that once required human conversations. Whether it’s asking Siri (from Apple) for directions or Alexa (from Amazon) about the weather tomorrow, AI has made simple tasks more convenient and less time consuming. In the B2B (business-to-business) world, however, AI has been slow to catch on due to the need to make customer service communications engaging and memorable. So how can you keep these conversations impactful and valuable for your customers? Here are a few ideas…
If you’re a relatively new company, growth and expansion is exciting. You’re getting new customers left and right which is creating exciting opportunities for your business. Maybe you’re finally able to afford a booth at that large tradeshow or even hire a few new employees. However, new customers also mean more customer relationships that need to be maintained and nurtured. Especially in the B2B (business to business) world, customer interactions are extremely important as many industries rely on customer advocacy and referrals for new business.
We’ve all been on the receiving end of a poor customer service experience. It’s 5PM on a Friday as you sit on hold to speak to a vendor, waving goodbye to your colleagues as they leave for the weekend. But how do customer experience blunders stack up and, more importantly, which actions drive customers to leave for good?
Mistakes can be dangerous to make in customer service. While they may not feel impactful on their own, over time mistakes can be the downfall of any business. When a customer’s contract comes up, it may be one or several customer services mistakes that results in them failing to renew and instead switching to a competitor. Obviously, that’s bad for your company growth plans. So, what are some common customer service mistakes and, more importantly, how can you avoid them?
Just like an old car, sometimes you need to move on to something that meets your current needs. The kids have left the house and that minivan just isn’t practical to drive around anymore. The same can be said about software solutions. A company can be totally satisfied with their customer support solution for years but, as they get more customers, they may outgrow their current software and its capabilities.