You already know that B2B service is more complex than B2C, right? After all, the entire purchasing journey tends to be extensive and expensive due to the demands of this type of customer.
It is normal for the potential consumer, which in this case is a company, to take some time to make a decision. This is because, generally, more than one person is responsible for this decision.
Therefore, many points of doubt and curiosity become objections , further hindering negotiation and demonstration of value.
And this is where customer service, if well-executed, becomes essential to achieving results. It is through customer service that it will be possible to overcome these adversities and delight customers .
In other words, to build loyalty and kenya whatsapp data win over potential partners, you must ensure excellent service from the very first contact. The aim is to ensure satisfaction throughout the partnership .
However, just like consumer behavior, customer service and sales processes undergo changes. With market transformations, it is ideal that they adapt to them, ensuring consistency with the current scenario.
It is worth noting that, according to CX Trends 2024 , around 59% of consumers believe that the way they interact with a company will change completely in two years !
That's why 70% of Customer Experience (CX) leaders are starting to rethink the entire customer journey. With 2024 set to be the year of major transformations for the sector.
Especially because, with the major changes generated by Artificial Intelligence (AI), today's consumers are increasingly valuing connectivity and transparency .
This factor has even been decisive in the selection of partners. Therefore, 70% of organizations believe that the lack of it can lead to an increase in customer turnover in the future.
Read also: Learn now how to reduce the sales cycle
5 B2B service strategies
B2B service strategiesBased on the changes in the current market context, we have put together 5 fundamental strategies for effective B2B service. Continue reading to see the full list!
1. Invest in new technology and communication channels
As we have seen, technology is largely responsible for changes in consumer and market behavior. Therefore, to ensure the assertiveness of B2B service, its use is essential.