Als je bedrijf nog altijd groeit, besef je misschien niet dat customer relationship management (CRM) iets voor jou kan betekenen. Grote ondernemingen gebruiken CRM om het contact met klanten te beheren en te analyseren. Zo bouwen ze betere relaties op, kunnen ze klanten langer behouden en stimuleren ze hun groei.

The first prospective customer I spoke to after starting at Lessonly was a call center leader. He ran a large operation with lots of pain points: they had a bunch of remote teammates, onboarded 30+ employees every month, and needed a way to train all their reps while managing a long (and constantly changing) list of products and promotions.

No one likes the experience of reaching out to a faceless company; they’d rather feel like they’re reaching out to another human—or better yet, a friend. This is much easier in a brick-and-mortar store. Retailers can interact in real-time, observe what does (and does not) make it to into the shopping cart, and read and react to the consumer’s visual cues.

Customers want to help themselves. They are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. In a recent survey, 67% of respondents said they prefer to self-service over speaking with a representative.

Comparing the differences in customer service for business-to-consumer (B2C) and business-to-business (B2B) means understanding the scope of each method. Both approaches are designed to accommodate a large and varied customer base, but the behaviors of those customers are what really distinguishes them.

De belangrijkste zakelijke trends zijn onder andere big data waarmee je veel beter inzicht krijgt in de behoeften van klanten, geïntegreerde platforms voor end-to-end personalisering en oplossingen die kunstmatige intelligentie (AI) gebruiken om tijdrovende, handmatige taken te automatiseren en op te schalen.

Self-service is often considered an end goal for a support organization. But based on our customers’ experiences, it’s much more dynamic, driving long-term efficiencies and customer-first philosophies across the entire business.

Omnichannel is a hot buzzword in the customer support world, but what does it actually mean, and can your company benefit from it? Think of it as the support you would want for yourself: a real conversation where you don’t have to repeat yourself with all channels seamlessly connected. Ideally, tickets are resolved more smoothly, and agents see an increase in efficiency.