B2B Customers’ Best CSR? Themselves!
Let’s start with two surprising statistics:
- Slow response is the #1 deal-breaker: In a recent survey of 1,000 B2B decision makers, lack of speed in interactions with their suppliers emerged as the number-one pain point (mentioned twice as often as price.)
- Today’s B2B customers prefer instant DIY tools: Digital solutions loom large in executives’ thinking as a way to make routine tasks more efficient. Some 86 percent of respondents said they prefer using self service tools for tasks like reordering, rather than talking to a sales representative.
Smartly leveraging all your data and content assets to optimize your customer service ecosystem
To drive better engagement and truly transform customer experience (CX), it’s critical to make as much helpful—and current—data-driven information available. (Ideally, in real time.)
Customers will be happy to interact with premium content that you can deliver via self-service such as video presentations and training.
Of course this means gaining secure and controlled visibility and access into enterprise solutions that live outside the traditional realm of Customer Service platforms.
Expanding your customer service horizons to drive robust self-service options
Tapping the power of a solution like Vivantio—supported by our FLEXBridge™ rapid integration platform—quickly connects your customers to vital real-time resources in a way that drives real customer satisfaction and instant self-service performance.
How are you measuring up in the self-service evolution?
Currently, there’s a wide spectrum of adoption of Customer Service Optimization powered by today’s best technology. This spectrum ranges from “pre-digital” organizations—all the way up to advanced CX practitioners who are leveraging the power of AI to anticipate the needs of their customers and head-off potential problems long before their customers become aware of them. (See table below.)
Determining where you are, today, and developing a strategy for advancement can be greatly assisted with the help of an experienced partner. Especially one who can share—and amplify—your vision.
If you’re ready to accelerate your self-service efforts, speak to one of Vivantio’s experts today to discover what’s possible with a short timeframe and a reasonable investment.
