Nowadays, (potential) customers want their information needs to be met anytime and anywhere. They not only demand helpfulness, but also speed, a solution in one interaction and even 24/7 availability. The challenge that many B2B companies experience is that delivering the optimal customer experience is time-consuming. If your team serves hundreds of people in the Netherlands (and internationally), offering individual help quickly becomes time-consuming and therefore often unaffordable. How can you support your (potential) customers in the right way and make the work of your internal staff easier and therefore more fun, without the necessary expansion of the work of your employees and rising costs? You can read all about it in this blog!
What is Customer Self Service?
According to many, it is “The Next Big Thing” in the digital B2B world: Customer Self Service. Customer Self Service gives customers the freedom to list to data easily inform themselves in various ways and to order the right products and services. The advantages are also great for suppliers. Customers like to solve their own problems. service representative, and it offers them the opportunity for independence and initiative. However, implementing a coherent Self Service system in your customer support can be a challenge.
B2B Customer Self Service is simply put any activity where the online visitor can perform tasks without the help of employees of a company. Think of a Product Configurator, Calculator, Documentation Shop or a B2B Portal .
What is a B2B Portal?
A B2B Portal (or customer portal) is an online environment. Everyone who has access to this environment will find personalized information there. The B2B Portal is suitable for B2B platforms of, for example, manufacturing companies, wholesalers and distributors. They have business customers who need their own environment in which they can see which agreements have been made about the delivery of goods and services and in which they can view their order history and invoices. The advantages that a B2B Portal offers, you improve communication with your business customer and increase the value of your services. Customer loyalty will be strengthened; this is essential for conversion and growth in turnover.
The benefits of a B2B Portal
With a B2B Portal (or Customer Portal) customers can view and change their personal data, request documentation, create and request favorite 7 reasons not to buy leads lists, as well as view invoices. Simple (administrative) processes can be automated by digitizing the back office, which provides more insight and a reduction in workload within the department. Your employees save time because customers can arrange their own affairs. In addition, fewer mistakes are made because data no longer has to be entered manually. Furthermore:
Essential functionalities B2B Portal
1. Personalization
A functionality that is indispensable within a fanto data B2B Portal is personalization. Personalization is creating a relevant experience for every online customer. You make the process easier and reduce the risks for the customer. If you have a customer portal, you also have data. Think of purchase history, preferences and role of the buyer. Bring this together in a profile and you can already start with personalization. Adjust which offer you show this customer, your company proposition and content to this profile and give your customers the relevant experience they are looking for.