September 26, 2014
Webinar - Understanding Your B2B Customer for Top-notch Service
By TMCnet Staff,
Every company knows that customer service is critical to maintaining a successful business. Strong customer service can improve the flow of new and returning customers, as well as provide a sort of barometer for the health of the company, while a poorly managed help desk center can send customers packing and revenue dropping.
But creating an effective customer service plan isn’t as simple as getting more agents to answer more calls faster, or even getting the top-shelf customer service software; businesses must understand their target customer and that customer’s needs. Providing good customer service in a business-to-consumer (B2C) environment, therefore, is not the same as providing good customer service at a business-to-business (B2B) level, and companies must understand the distinction in order to tailor their customer service strategies accordingly.
In a strictly B2C environment, customer service is usually addressed one help ticket at a time. But the needs of B2B customer services are often much more complex, and issues may need to be taken more than one ticket at a time.
So, how should B2B businesses go about ensuring that their help desk can meet the demands of bigger and more involved clientele? These teams require a higher level view of the customer than what typical help desk solutions can provide.
TeamSupport, a company that specializes in customer service software, will be hosting a webinar next month on this very subject. The webinar, titled “From Tickets to Total Customer Understanding: Best Practices to Transform Today's B2B Customer Support Teams from Tactical to Strategic Business Partners,” will be held Oct. 15 at 2 p.m. ET and will help participants uncover new, cutting-edge methods for improving B2B customer support. The event is open to customer service and help desk managers, agents, and anyone else interested in improving the customer experience.
TeamSupport’s co-founder and CEO Robert C. Johnson, and co-founder and COO Eric Harrington will lead a discussion on the difference in customer service requirements in B2B versus B2C, and why customer support teams play such a vital role in growing the organization's business.
Ultimately, customer service must be a collaborative effort. With the right tools in place, businesses can glean valuable intelligence through customer data and analytics, and increase visibility with customers, while enhancing the overall customer experience and making everyone’s lives a little (or a lot) easier.
Edited by Alisen Downey