How to Improve B2b Customer Feedback?
You dont necessarily need to hire more support staff or get the most expensive CRM tools, to improve your b2b customer feedback, the experience your customer has with your company is all that matters.
Your customer service team and strategy along with the right tools can become an excellent source of nailing b2b customer feedback.
Since working in b2b is a little different and much less upfront — customers will not be sharing feedback on social media for you to respond if your product/service fails to meet the expectations, they will simply switch to your competitor.
To save you from such a nightmare, I have gathered these foolproof tips to help you improve your b2b customer feedback instantly!
Tip #1: Speed up Your Communication
According to Temkin Group lack of speedy communication with a supplier is considered the number one pain point among B2B decision-makers, which equals twice as much as price.
Often times we ignore the fact that resolving a customer’s query then and there is not as important as catering to that request first-handly.
In fact, your customers would appreciate a quick reply from your end acknowledging their query rather than you getting back to them after 3 days with the resolution. Which is absolutely fair, since you wouldn’t know what your customer had to face during that time you were fixing the bug or whatsoever the problem and on top of that, your customer had no idea that it’s been taken care of and could be looking for alternatives in the meantime.
You may also like: How to improve your customer support by 30% instantly
So if you want to improve your b2b customer feedback this could be one the easiest ways to begin with.
Tip #2: Improve Your Support on Mobile
Since most of the customers are available on their mobile devices, it is very much likely that they would want to have an equally great experience on their mobile as you provide them on the web. As it is recommended to have as many channels to reach out as possible, which includes social media and other mobile applications.
But if your business is hard to find through a mobile device (on the web or social networks) your customer might get frustrated every time they have to write you an email and follow up on the long and boring chains. As a matter of fact, 52% of your customers would leave your company due to a bad mobile experience.
You can avoid that from happening by creating an easy and mobile-friendly interface of your website and providing multiple social media channels for your customers to reach you.
Tip #3: Customers Hate Waiting
There is no denying the fact that your b2b customers want a fast resolution from your end. Whether you are providing a product or service there is going to be an issue every now and then but what matters is your efforts and attempts to save that ship from sinking (or in simpler terms, customer churning).
The most customer still finds calling as their preferred method but only if the response they receive is quick and up to the mark. According to Vonage customers get frustrated when they have to stay on hold for more than 11 minutes and hang up.
Source: Vonage The $62 Billion Customer Service Scared Away
An easy and effective solution for this could be providing a better and faster way to connect with you and for that automated live chat is your best bet!
You can opt for an AI-enabled chatbot to help provide a first-hand response to these customers and then connect them to your representatives if and when needed.
You can also train your chatbot to provide resolution for basic troubleshooting as well as redirect to relevant pages.
If you want to learn how to create a b2b website chatbot read this in-depth guide.
Tip #4: Give Automation a Try
According to Genesys, 10–15% of customers have said that they are willing to stay on hold for more than 5 minutes. In order to get each one of your customers to get a timely response, you can opt for automation tools that are readily available to help you respond to customers faster than ever before.
Botsify itself is a b2b solution, dedicated to every b2b business of every industry in helping them optimize their customer support, fasten their resolution time and reduce their customer churn as a result.
Chatbots are being deployed to an array of industries now since the use cases and results are massive and the cost in exchange is comparatively low. Other than chatbots you can also find many other automation tools to help improve your overall customer experience.
Here are 10 excellent tools for b2b companies to try
Tip #5: How to Meet Customer Expectations
Customers love getting a quick response from companies rather than waiting for them to come back days later with a solution.
One way to ensure that is by collecting your customer feedback.
Similar to this: What Customer Service really means and how to be great at it?
Survey Monkey, Feedier, Survicate, UseResponse, and many other tools can help you create customer service surveys and in exchange reward each one of your customers. This motivates them to share their valuable feedback with you so that you know where your brand really stands.
You can create your own customized feedback collection forms with botsify to get an idea of their experience with your bot.
