Experience Investigators by 360Connext

JULY 9, 2024

We unravel how customer success principles are reshaping B2C and B2B industries on this special CX Pulse Check edition of the Experience Action Podcast, with Jeannie Walters and special co-host David Sakamoto. Curious about how AI can elevate customer engagement and productivity?

Fashion 284

Fashion B2C Hotels Insurance 284

Inbenta

JANUARY 6, 2021

More specifically, have you thought about using an AI-powered chatbot as part of your hiring process? You may already be increasing sales with chatbots , by using them to talk to customers. In case you aren’t aware, a chatbot is a piece of software that uses AI to mimic human conversation. Use chatbots to respond.

Chatbots 144

Chatbots How To B2C Communication 144

Comm100

APRIL 21, 2022

Today’s students have sky-high customer service expectations, driven by B2C experiences, technological developments, and even Covid-19. For many, chatbots are the answer. Read on to learn about the key benefits of chatbots in higher education and how your school can implement bots to improve the full student lifecycle.

Chatbots 130

Chatbots B2C Effort Score Connections 130

TechSee

JULY 31, 2018

In today’s customer-centric marketplace, B2C field service (FS) organizations face growing expectations for quicker resolutions, shorter arrival times and a better overall customer experience. B2B vs. B2C – Differing expectations. Chatbots – automating basic communication for better engagement.

B2C 104

B2C Consumers Meeting Technology 104

Comm100

SEPTEMBER 23, 2019

The concept of “artificial intelligence” often gets invoked as a buzzword by enthusiastic tech theorists or marketers, but in this series, I’ll show you how AI chatbots are used right now by real companies with real business objectives. So what could your AI Chatbot do for you? A: Probably not–but does that matter?

Chatbots 124

Chatbots Telecommunications B2C Hotels 124

Comm100

SEPTEMBER 28, 2021

Lake Michigan Credit Union – Improving Member Support with Live Chat & Chatbot . Since rolling out live chat, LMCU has bolstered their technology stack through the adoption of Comm100 AI Chatbot. This chatbot now provides 24/7 support to members, which has led to improved engagement and CSAT.

Customer Service 246

Customer Service Chatbots Banking B2C 246

Comm100

JANUARY 21, 2020

Leads who wound up on your website thanks to SEO often use live chat as their first digital touchpoint, especially if the live chat button is readily available. Recommended for you: Top 10 Live Chat Benefits You Have to Know. B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences.

Customer Journeys 226

Customer Journeys B2C Social Media Omni-Channel 226

CloudCherry

JULY 10, 2019

Let’s examine them in detail and find out how they’re all essential to good CX: Intelligent chatbots. Most websites/apps today have AI-powered chatbots that guide users to find what they’re looking for. The conversation with the bot is recorded as is, so the agent never loses context of the customer’s question.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

Inbenta

FEBRUARY 20, 2020

Determining the return on investment of self-service in general is a tricky exercise and it can often be easier to do the maths on a specific tool such as conversational chatbots or Knowledge Management. How to calculate an AI chatbot’s ROI. Chatbots return on investment calculation. Identify eligible queries.

Self Service 116

Self Service Chatbots ROI Return on Investment 116

Comm100

JUNE 5, 2024

Shopping cart abandonment is a major headache for eCommerce businesses, leading to significant lost revenue—but there’s good news: proactive chat initiatives can make a big difference. As we mentioned, most eCommerce chatbots are being used in the B2C sphere, but the real gold mine lies in the B2B aspect of online business dealings.

Abandon Rate 217

Abandon Rate Ecommerce Chatbots e-support 217

ShepHyken

APRIL 21, 2025

Unlike analytical or generative AI, which are great at specific, focused tasks but still rely on people to prompt chatbots or act on predictions, agentic AI can manage entire end-to-end customer journeys and adapt to changes as they happen. Customers should know when interacting with a bot rather than a human.

Customer Experience 66

Customer Experience B2C Analytics Chatbots 66

Lumoa

NOVEMBER 30, 2022

Typically, you would see this in the form of a ‘Live Chat’ pop-up that provides automated responses to customer queries. To go further, modern chatbots are now pre-empting the moments when customers require their assistance. In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction.

Retail 195

Retail Customer Experience Chatbots Ecommerce 195

C3Centricity

NOVEMBER 4, 2020

Clearly, things have changed dramatically and businesses, both B2C and B2B are scrambling to catch up. DEVELOPING CHATBOTS. However, when developing chatbots it is important to allow for far more variation in the words people use than we usually think of. Perfection is once again the enemy in progressing the use of chatbots.

Chatbots 240

Chatbots Self Service Customer Satisfaction CRM 240

Team Support

AUGUST 5, 2020

First we have to ask ourselves whether to use an automated chat bot. The argument can be made that if you have the right B2B customer support software solution, the chat bot is not a good idea. For another, most bots sit independent of a support solution, meaning data can’t be shared between the bot and the software.

Chatbots 89

Chatbots B2B B2C Software 89

ShepHyken

OCTOBER 25, 2021

(No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Many companies are trying to move the initial contact to chatbots. 4 Ways Chatbots Can Fail at Customer Experience by Phil Britt. Reports and Data expect the global chatbot market to reach $10.08

Customer Service 152

Customer Service Loyalty Programs Chatbots Loyalty 152

Comm100

OCTOBER 16, 2018

Disruptive technology like Artificial Intelligence (AI) chatbots enable businesses to provide 24/7 customer support. Used correctly, AI Chatbots can help businesses deliver highly targeted and personalized experiences. LinkedIn is huge for B2B companies, while Facebook and Instagram dominate B2C social.

Multi-Channel 178

Multi-Channel Customer Experience Customer Journeys Chatbots 178

Lumoa

MAY 5, 2022

Whether you work in B2B or B2C, CX is the sum of all thoughts, feelings, experiences and reactions the customer is left with. Digital assistants, chatbots, call search, and voice assistants will continue to provide new opportunities. CX is the customers’ experience of the product or service itself.

Strategy 259

Strategy Customer Experience How To Consulting 259

Forrester's Customer Insights

DECEMBER 11, 2020

It’s time for B2B marketers to close the gaps in their customers’ digital experiences with the assistance of automated conversations created by chatbots and virtual assistants (VAs). These solutions are already popular in B2C and B2B markets, creating experiences that: Meet modern buyers’ expectations of immediacy.

B2B 68

B2B Chatbots B2C Meeting 68

ShepHyken

JANUARY 18, 2021

Chatbots vs Knowledge Bases: Which One Is Better? My Comment: Chatbots versus knowledge base support. It’s nice to see the emphasis on B2B, versus retail and other B2C industries. .” These are fundamental concepts for every type of business. by Tracey Ruff.

Self Service 133

Self Service Customer Service Customer Journeys B2B 133

Oracle

FEBRUARY 12, 2018

Chatbots, in particular, present an exciting use case for artificial intelligence. Today, the application of machine learning in chatbots is the exception rather than the norm. Most chatbots use a form of natural language recognition to guide interactions with users – answers are provided from a static list of acceptable responses.

Chatbots 63

Chatbots B2C Sales Interaction 63

CSM Magazine

MARCH 28, 2025

Help Scout (Free Plan) If youre a startup, Help Scout offers free software for qualifying businesses, featuring email support workflows, live chat, and reporting tools. Tidio Great for eCommerce businesses, Tidio lets you add live chat or chatbots to your website for free to respond quickly to customer inquiries.

Software 52

Software Customer Service Self Service Omni-Channel 52

TeamSupport

DECEMBER 14, 2018

4) AI will become less artificial and more a part of “real” customer service teams – Modern service software now leverages the true power of AI and not gimmicks like simplistic chat bots to lure in customers. In the B2B industry, this focus is also being applied at the entire company level.

Trends 111

Trends Self Service Customer Service Chatbots 111

Solvvy

AUGUST 21, 2020

The Time is Right for a Customer Support Chatbot. The real difference, however, comes from encouraging customers to self-service with a conversational, next-gen customer support chatbot – far and away the best and most cost-effective way to resolve issues quickly and accurately without bogging down your support team. .

Chatbots 62

Chatbots Self Service Multi-Channel B2C 62

TeamSupport

OCTOBER 26, 2018

With this said, let’s look at how these specific needs apply to a different type of software – help desk software – so you can determine whether a B2C or B2B software better fits your goals and objectives…. Solutions built primarily for B2C teams will place all their focus on each contact and moving their issue towards resolution.

B2C 40

B2C B2B Software Chatbots 40

SurveySensum

DECEMBER 28, 2020

There is a slight difference between B2B and B2C in terms of how we are capturing data. B2C, on the other hand, offers a wide sea of channels to the customers to reach out. In a B2B segment maybe you will be able to reply to a single person but not in B2C. NK: In B2B, a man-to-man relationship is required as compared to B2C.

Voice of Customer 98

Voice of Customer B2C Chatbots Social Media 98

ECXO

MARCH 6, 2025

B2B relationships often involve relatively smaller numbers of clients compared to B2C, but each client can be deeply engaged. Self-service portals, mobile apps, and AI-driven chatbots can complement traditional account manager relationships. This is an advantage in gathering rich feedback.

B2B 339

B2B Customer Journeys How To Effort Score 339

Bold360

FEBRUARY 6, 2019

Instead of trying to gain back control of the buying journey with data capture forms, intrusive pop-up chat windows, and gated content—all of which can be major turnoffs to prospects—B2B marketers need give buyers want they want: an easy, engaging self-service experience. Something that would be impossible for live reps to keep up with.

B2B 82

B2B Self Service Chatbots B2C 82

Comm100

JUNE 1, 2022

However, there are still many brands who haven’t yet adopted live chat, largely owing to a lack of awareness of the channel’s effectiveness, especially when compared to telephone and email support. Read more: Live chat ROI calculator – No matter how you slice it, live chat is a smart investment .

Software 130

Software Multi-Channel Chatbots B2C 130

Comm100

JANUARY 21, 2020

Leads who wound up on your website thanks to SEO often use live chat as their first digital touchpoint, especially if the live chat button is readily available. Recommended for you: Top 10 Live Chat Benefits You Have to Know. B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences.

Customer Journeys 100

Customer Journeys B2C Social Media Omni-Channel 100

Thematic

APRIL 1, 2025

For B2C companies, segments could be based on lifecycle stage (prospects, first-time buyers, repeat customers) or persona (busy parents, bargain seekers, etc.). As you introduce new features or channels (like a mobile app or chatbot), the journey evolves. For B2B, segments might be by industry or company size.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Kayako

SEPTEMBER 28, 2022

According to Zendesk’s Employee Experience Trends Report 2022, requests from corporate employees increased 31 percent last year, nearly double the rate of both B2B and B2C companies. For example, every year advances in artificial intelligence (AI) improve the chatbot experience. Poor internal customer service is costly.

Technology 156

Technology Self Service Tips Customer Service 156

Totango

MARCH 4, 2022

First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. When delivered through automation, it may deploy tools such as online knowledge bases, chatbots and interactive voice response (IVR) phone systems. B2B vs. B2C Customer Service.

B2B 98

B2B Customer Success Customer Service B2C 98

Oracle

MARCH 24, 2020

Chatbots, conversational search, and voice assistants are providing whole new ways of engaging with customers, and brands are capitalizing on the opportunity – the same study reports that 64% of companies are currently using or piloting intelligent voice assistants/automated chatbots. Trend #3: More relevant and engaging content.

Trends 108

Trends Marketing Customer Experience Chatbots 108

PK

SEPTEMBER 4, 2019

Increasingly, B2B buyers have been approaching the technology purchase process through the lens of B2C. B2B companies need to take clues from B2C and use proven practices for developing deep brand relationships, which turn customers into advocates – and advocates become your best sellers. The Consumerization of B2B.

B2B 73

B2B Self Service Chatbots B2C 73

Comm100

MARCH 19, 2018

How to Write Powerful B2C Sales Letters and Emails, with 7 Real-Life Examples. These elements are similar to what makes up a B2C sales letter or email. For more inspiration on catchy email subject lines or headings, check out our blog post: How to Write Powerful B2C Sales Letters and Emails, with 7 Real-Life Examples.

B2B 24

B2B Sales How To B2C 24

ShepHyken

NOVEMBER 29, 2021

Yes, it’s focused on retail, but with supply-chain issues hitting virtually every industry (B2C and B2B), the ideas shared in this article are applicable to most businesses. 4 Ways Chatbots Help for CX Smooth Sailing This Holiday Season by Bob Grohs. If you are in a business that ships merchandise, then you must read this article.

Customer Service 91

Customer Service Chatbots Retail B2C 91

Interactions

JANUARY 30, 2020

Leveraging digital technologies, especially in the customer care space, not only improve customer experience but can also result in the reduction of operating costs–something that B2C companies especially have historically struggled to balance for years. Chatbots and like solutions are extremely limited in terms of utility.

Strategy 77

Strategy Chatbots Touchpoint B2C 77