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Customers First: The Best B2B Customer Service Blog

Guest Blog: How Technology Builds Customer Loyalty

These days, technology is everywhere. Technology affects just about everything the modern human being does, and it even leaves its prints in the business world. One example of this is the way that technology works towards building better customer loyalty towards your business. In order to build customer loyalty through technology, it is crucial for businesses to be interactive with their customers, as well as efficient in delivering assistance. Here are some ways that modern-day technology allows for companies to achieve these levels of responsiveness and efficiency and, as a result, build customer loyalty.

Live Chat Features
Live chat features are a great way for businesses to be more interactive with their customers. Live chat features are chat windows on websites that customers can use to speak to representatives from the company that the website belongs to or is associated with. Even though live chat features may not seem very effective at first glance, consumers are given immediate access to the assistance they need, and this help is delivered in seconds. This is extremely important to consumers, and this does wonders for building their customer loyalty. When a business appears friendly, helpful, and efficient, customers feel more trust towards them, therefore increasing the loyalty towards a given company. Live chat features wield important results for customers, and therefore they are an extremely helpful addition to any business website. 

Social Media Customer Service
In the past decade, social media outlets have taken their places in the technological world and in the lives of customers. Social media is always around us, and it is always affecting how any business runs. It is an important part of how the public views, interacts with, and feels about a company. To not use social media for customer service or for getting to know customers would be a great disadvantage to any company. For this reason, many businesses use social media customer service to their advantage to build customer trust and loyalty. Examples of social media customer service include businesses replying to tweets and mentions with offers of assistance or liking and providing a support button on Facebook in order to be friendly and provide help to customers. Social media customer service is all about companies being more interactive with customers, while also increasing the efficiency of the business in the eyes of the consumers. As a result of this responsiveness, customers are able to experience businesses on a more personal level while receiving the assistance they need, therefore building better customer loyalty towards a company which is utilizing social media.

Customer Support Software
Customer support software is one of many help desk solutions that businesses utilize. Support software exists in order to help customers and businesses alike, and is a great storage device for customer data. Through customer support software customers are able to get the help they need from companies, therefore building their customer loyalty to a company even more. This also makes customers feel as if though their comments and questions are valued, and they will appreciate that they are not being ignored. Customers’ time and opinions are valuable to the progress and improvement of a company, and customer support software allows businesses to utilize these resources rather than waste them. Companies are able to address complaints and concerns using this advanced software, and customers are able to get the results they want and need from the businesses that they depend on every single day. Customer support software can have a very important hand in building customer loyalty towards companies if it is used properly by these businesses.

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The importance of maintaining strong relationships with B2B customers

According to Forbes, B2B customers take their time to invest in new products or software for their work environment and employees as there is little margin for error. For example, a poor business decision can delay customer operations, forcing them to spend even more time and money to find a better solution.

This process can actually be advantageous as it allows your business to develop a strong relationship with potential customers during the marketing and sales process. However, even current customers expect the same level of attention and service they received during the sale, with the duty of maintaining this relationship falling to your customer support team. When agents act proactively and are quick to respond to incoming tickets, customers feel just as appreciated as they did during the sale.

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