Providing customer service is an effective way to build and maintain long-tern relationships with customers.
In the B2B space, customer support falls lower down the priority list with personnel and resources spread thin over regular business operations. However, prioritising B2B customer support positively impacts customer satisfaction, retention, and leads to higher ROI and referrals.
To succeed at B2B customer support, provide adequate training to the support staff. The support staff must be equipped with SOPs, customer relationship management software, a help desk software and an internal knowledge base.
The customer support function must be customer-centric. Reduce customer frustration by making the process of seeking support easy for customers. This ranges from enabling payments via websites to making sure a customer reaches a support executive quickly on calling.
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[15 minute read]