One client is not one person. In B2B, you have several but also his team contacts: a marketer, a technical specialist, an account manager.
What to consider:
- Everyone has different n and levels b2b email list of immersion in the product.
- Support must be personaliz for each person.
- Some people want a chat, some want a ticket, some want a call.
How it is implement in Webim:
- Support works in omnichannel mode : some people prefer msenger, others prefer email, but the story is the same.
- You can set up accs rights: who from ease of selling online the client’s team se which requts.
- Integration with the accounting but also his team system allows you to see everything that happen in the project.
SLA and reporting are not an option, but a mandatory requirement
B2B clients work under SLA. And if support do not meet the agre deadline, it is no longer just “well, it happens”, but a reason to revise the terms of the contract.
What is important:
- Record rponse and decision tim.
- Provide regular reports.
- Monitor not only the spe, but also mobile lead the quality of decisions.
How it is implement in Webim:
- Customizable SLA levels – for different typ of requts.
- Notification system when the rponse time is approaching the limit.
- KPI reporting: CSAT, FCR, RT, number of requts, etc.
Constant fine-tuning and support is the norm for B2B
A B2B client is not just a user, but a partner. And he expects support: from implementation to customization.
What helps:
- Possibility to scale support to the client.
- Constantly updating the but also his team knowlge base to suit their tasks.
- Possibility to connect technical specialists on the support side.
How it is implement in Webim:
- Enterprise-level support: dicat teams, customization for the client’s busins procs.
- An expand knowlge base that can be adapt to a specific project.
- Flexible accs rights – you can connect experts without compromising data security.
Conclusion: What distinguish normal B2B support
- Understanding the client’s objectiv and the context of the project
- Fast routing and deep expertise
- Personaliz communication but also his team with different contacts
- Transparent SLAs and reporting
- Flexibility, scalability and technical support at the busins support level