B2B is Future !!
B2B is spreading like a fire in the forest nowadays. People have an idea about B2B and its advantages and they are shifting towards B2B.
B2B involves bulk purchasing and the time consumed for the decision is more. Every second thing you see nearby is related to B2B.
According to Frost & Sullivan projects, B2B e-commerce will hit $12 trillion in sales worldwide by 2020, up from $5.5 trillion in 2012.
The below image compares B2B buyers’ expectations that are driving the inflection point.
Another image depicts how Manufacturing and Wholesale drive the growth-
So you can see how B2B will rule the market. As B2B is huge so its management part requires a lot of responsibility.
If you are running a market in the B2B sector then one of the crucial factors for its success is “Customer Support“.
Importance of Customer Support in B2B–
In your business, you will get all kinds of customers. Some will be patient with you and some will ask for an instant solution or follow-up.
Now, it is necessary to follow up with the customer who contacts you so that they can have the idea that their message is received by you and you are looking into it.
Once you have the solution, you can revert to that message or mail and the customer will get their reply. For an efficient and timely response, you will also hire staff for customer support.
But, there is always a fear that there might be the possibility that some of the associates do not reply properly to the customers and due to this nature, you might lose the sale and reputation.
How to enhance B2B Customer Support?
In the below section, I will be listing out a few points which will help you in boosting the customer support of B2B-
Revert within the allotted time:
Getting the replies to your queries, issues on time is advantageous for any business. You can implement such kind of support system which can send an email notification to the support staff when any query is made.
After having the email notification, the support staff can check and revert to the query in the allotted time and make the customer happy.
You can also provide a feature like “Email Piping” by which your support staff can revert to the customer through their emails without coming to the support portal.
Aware Users with Knowledgebase:
Knowledgebase or Frequently asked questions (FAQ) is amazing and helpful. It helps the users to clear their doubts by themselves.
You just have to list out the questions and its answer and then the user can come to your site or your support site and clear their doubts.
Report to Track Performance of agents:
Agent’s Report shows the downfall of each parameter based on various ticket properties like the priority, type, number of agents, and customers’ responses.
You can track how many tickets did agents solve today? Why has there been a downfall in resolution time over the past few months and more?
By tracking the performance you can make sure that your customer gets the only supreme quality of support.
Frustrated Customers try to contact support from multiple channels like Social Media in the hope of getting their issues resolved or answered as soon as possible.
So, you have to prepare a system so that you can get all the customer’s queries, doubts, complaints on one platform raised from different channels.
This will help you to manage the customer efficiently and no mail will be dropped out. Provide amazing & timely support to your customers through all possible channels and create a happy and satisfied customer base.
Is there any Customer Support Tool to Improve Customer Satisfaction?
Yes, you can check the UVdesk Helpdesk Support System which offers ample features to improve your customer service.
You can boost up your sales, never miss any mail from your customer and track the reports of your agent to improve the customer service experience.
That’s all for How to improve B2B Customer Support still have any issues feel free to add a ticket and let us know your views to make the module better contact us.