{"id":4921,"date":"2021-03-02T16:50:57","date_gmt":"2021-03-02T15:50:57","guid":{"rendered":"https:\/\/contactcenterlive.nl\/5-must-haves-in-b2c-customer-support\/"},"modified":"2021-05-25T14:00:26","modified_gmt":"2021-05-25T13:00:26","slug":"5-must-haves-in-b2c-customer-support","status":"publish","type":"post","link":"https:\/\/contactcenterlive.nl\/en\/5-must-haves-in-b2c-customer-support\/","title":{"rendered":"5 must-haves in B2C customer support"},"content":{"rendered":"

[vc_row row_height_percent=”0″ override_padding=”yes” h_padding=”2″ top_padding=”0″ bottom_padding=”2″ overlay_alpha=”50″ gutter_size=”3″ column_width_percent=”100″ shift_y=”0″ z_index=”0″][vc_column width=”1\/1″][vc_row_inner limit_content=””][vc_column_inner column_width_percent=”100″ gutter_size=”3″ override_padding=”yes” column_padding=”3″ style=”dark” back_color=”color-158164″ back_image=”2627″ back_repeat=”no-repeat” back_attachment=”scroll” back_position=”left center” kburns=”zoom” overlay_alpha=”50″ shift_x=”0″ shift_y=”-4″ shift_y_down=”0″ z_index=”0″ medium_width=”0″ mobile_width=”0″ shadow=”std” width=”1\/1″ back_size=”cover”][vc_column_text]Comparing the differences in customer service between business-to-consumer (B2C) and business-to-business (B2B) means understanding the scope of each approach. Both methods are designed to adapt to a large and diverse customer base, but the behavior of these customers is what really sets them apart.<\/span><\/p>\n

Especially for B2C, providing help for daily consumers is very different from positioning and customizing support for business-related needs. B2C companies need to invest in features that explain their consumer behavior; especially when they “when”, “how” and “why” buy your products and services. In order to avoid B2C businesses wanting to understand how frustrated (and huge) their customers can become, they need to proactively seek out how to best help them.<\/span><\/p>\n

5 must-haves for B2C customer support<\/b><\/h2>\n

Table of contents<\/b><\/h3>\n
    \n
  1. Case management<\/span><\/a><\/li>\n
  2. Self-service\/Knowledge management<\/span><\/a><\/li>\n
  3. Digital engagement channels<\/span><\/a><\/li>\n
  4. Mobile support<\/span><\/a><\/li>\n
  5. Integrations<\/span><\/a><\/li>\n<\/ol>\n

    1. Case management<\/b><\/h2>\n

    The foundation of all effective customer service is case management: a system that can differentiate and optimize customer support based on cases.<\/span><\/p>\n

    For B2C, a case management system must be capable of:<\/span><\/p>\n