B2B support is a whole different league. There are no spontaneous purchas, impulsive clients, or “just to clarify” requts. Instead, there are complex procs, when your client is a business corporate rul, technical directors, projects, and expectations that standard customer service is not prepar for.
We’ll look at how B2B support differs from B2C country email list and what nes to be taken into account in order not to lose a client even before implementation.
A B2B client is not waiting for “hello, how can I help you?” but for a solution to a busins problem.
In B2C, the client writ: “When will the order be deliver?”
In B2B — “Why did the CRM integration crash to identify which structures you will need to change after the release?” or “How to build a custom SLA report?”
What is important:
- Understanding the specifics of the client.
- Quick transfer of the requt to the requir specialist.
- No “one size fits all”: every busins nes its own solutions.
How this is solv in Webim:
- Integration with CRM and other systems – the mobile lead operator immiately se what kind of client is in front of him.
- Customizable routing: the requt go directly to the requir team.
- You can set up SLA by support levels: basic, technical, expert.
- B2B communication requir a when your client is a business deeper dive into the context
B2C support is a mass flow. B2B is a point work. And every mistake here can cost the contract.
Featur of communication in B2B:
- Communication is more formal, but still nes to be lively and understandable.
- It is necsary to remember the context of interaction: what the client was implementing, when there were problems, what tasks were solv earlier.
- It’s not just managers who contact us – often the are technical specialists who care about details.
How this is solv in Webim:
- All communication history , including technical tickets, is sav in the system.
- The operator can quickly retrieve the when your client is a business archive of requts and rtore the context.
- The system suggts articl from the knowlge base, even if the qution is non-standard.
- In B2B, it’s not just the client that’s important, but also his team
One client is not one person. In B2B, you have several contacts: a marketer, a technical specialist, an account manager.