CSM Magazine

MARCH 28, 2025

Whether you’re working with a small team or managing a global operation, having the right customer service software can make or break your ability to meet customer expectations. Offer advanced reporting and analytics for insight into your service teams performance. Now, let’s get to the list.

Software 52

Software Customer Service Self Service Omni-Channel 52

Think Customers

APRIL 10, 2025

Why CX Needs to Be Aligned with Business Strategy CX directly impacts revenue Companies with superior CX achieve higher customer lifetime value (CLV) , lower churn , and increased cross-sell and upsell opportunities.

B2B 52

B2B Strategy Customer Journeys Net Promoter Score 52

C3Centricity

NOVEMBER 4, 2020

Clearly, things have changed dramatically and businesses, both B2C and B2B are scrambling to catch up. Here are some thoughts about what is important to know when trying to meet our stay-at-home customers’ changing desires: FROM TEXT TO VOICE. This is a 59% increase in August over July! roirevolution.com ).

Chatbots 240

Chatbots Self Service Customer Satisfaction CRM 240

Inbenta

JANUARY 17, 2022

The rush for embarking on digital transformation has lulled, and we now find ourselves in the same digital playing field where B2B and B2C have ultimately become B2H (Business to Human). Customers expect a response from a company within five minutes or less. Growing self-service options for customers.

Self Service 98

Self Service Trends Customer Service Chatbots 98

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Retail 195

Retail Customer Experience Chatbots Ecommerce 195

PK

SEPTEMBER 4, 2019

Increasingly, B2B buyers have been approaching the technology purchase process through the lens of B2C. 81% of buyers indicate that the experience a company provides is as important to them as its products and services. Millennials don’t want to be sold to: they want to buy on their terms.

B2B 73

B2B Self Service Chatbots B2C 73

ShepHyken

APRIL 22, 2024

AI is important for streamlining processes and improving the customer experience, but companies that are implementing digital self-service solutions must find the right balance between human and digital experiences. The article includes my comment that Amazon has educated its customers about what a great experience looks like.”

Customer Service 86

Customer Service Self Service Contact Center Tips 86

Team Support

SEPTEMBER 6, 2019

The difference between a B2B (business-to-business) and B2C (business-to-consumer) customer is night and day. To most B2C companies, customers are a dime a dozen. A B2C company isn’t focused on their current customers nearly as much as acquiring new ones. They’ve got projects and employees to manage.

B2B 60

B2B Self Service Customer Service B2C 60

Solvvy

AUGUST 21, 2020

Top companies need to be able to handle increased volumes and customer expectations with fewer resources. Your company website can provide answers to many of your customers’ general questions. Great customer experiences are fast, accurate, personalized, and friendly. Next-gen chatbots are a great investment.

Chatbots 62

Chatbots Self Service Multi-Channel B2C 62

Wired and Dangerous

FEBRUARY 18, 2019

Are you always reachable when your customers need you, or do you impose business hours convenient only to you? Are the forms you require of your customers totally user-friendly? Is your self-service actually “you are totally on your own” service? Customers are obviously a lot smarter than cows.

Self Service 114

Self Service Transportation Social Media Customers 114

Gainsight

APRIL 10, 2023

B2B customers are expecting round-the-clock help (similar to B2C customers). CS teams are struggling with burnout, as they’re being asked to do more with less and deliver on customer expectations. This is where digital customer success (DCS) comes in. What Is Digital Customer Success?

Customer Success 59

Customer Success Self Service Multi-Channel Effort Score 59

TeamSupport

NOVEMBER 9, 2018

Without further ado, here’s our list of 20 essential features in a B2B customer support system: Customer AND contact tracking – B2C software only tracks at the contact level, so make sure you also track at the company level to catch recurring or critical issues before they become major problems.

System 53

System B2B Self Service Knowledge Base 53

Lumoa

OCTOBER 31, 2018

As more industries continue to be disrupted by smaller, more agile, niche specialists who are better able to meet the needs and expectations of customers, larger, legacy businesses are at serious risk of losing relevance with their customers and potentially ceasing to exist. Customers want unique, special and innovative.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

SurveySensum

JULY 28, 2023

Regardless of where you belong – B2B or B2C your customers want much more than a single easy transaction. And much more… So, are you offering and staying updated with their expectations? Here’s an example of HubSpot’s self-service customer support portal. ’ Not only this.

B2B 52

B2B Trends Self Service Customer Experience 52

ProProfs Chat

AUGUST 14, 2020

Do you know that over 50% of consumers who start their customer journey with AI are transferred to a live agent? The statistics indicate how customers expect human touch along with instant, proactive buying experience. Offering a self-service option to visitors who seek instant answers to their question.

Customer Journeys 116

Customer Journeys Knowledge Base Self Service Customers 116

ProProfs Chat

SEPTEMBER 28, 2018

Whenever a customer is doing business with you, they want a frictionless experience. It equates to a real-time response which is what customers expect. Conversation record- Live chat software typically allows customers to download a transcript of the conversation once it is finished. Tweet this.

Software 106

Software B2B Chatbots Self Service 106

Pointillist

SEPTEMBER 10, 2020

Journey orchestration incorporates the full understanding and context of a customer’s experience at every interaction—whether it is instigated by your customer or your company. According to Forrester , “RTIM aligns outbound marketing campaigns with inbound, customer-initiated interactions to ensure relevance.”

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

Retently

MARCH 14, 2023

NPS surveys focus on existing customers who have already purchased and used the product to measure their loyalty and satisfaction with the brand, including customer service, UI/UX, operations, etc. Timing Product reviews are gathered after a customer purchases and engages with the product.

NPS 135

NPS Comparison Survey Net Promoter Score 135

Thematic

JUNE 13, 2023

Then, use this information to improve your products and customer service experience. Ultimately, this information can increase customer satisfaction, loyalty, and retention. B2C and B2B businesses can both use VoC programs. Giant B2C companies like Adidas can use VoC to uncover faults in physical products.

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

Oracle

SEPTEMBER 20, 2020

Put the power in the hands of customers. Whether shopping for a new pair of shoes, a loaf of bread, or even an FD3000 concrete mixer truck, customers expect to be able to buy at any time of day or night, on any device, through any channel. Learn, adapt, and innovate.

Ecommerce 42

Ecommerce Tips Self Service B2C 42

Qualtrics

JULY 4, 2019

Felicity Holdgate is the company’s Global Director of Customer Experience, and is leading the company’s efforts to be a leader in the B2B CX space. In this profile, she explains the importance of frontline staff, the future of B2B CX and what can be learned from B2C brands. B2B CX lags behind B2C ever so slightly, but it’s catching up.

B2C 36

B2C B2B Insurance Self Service 36

West Monroe

OCTOBER 18, 2021

They’re becoming a viable option for products and services that have never before seemed right for this model. They offer both B2C and B2B businesses the opportunity to capture a new—and more predictable—revenue stream. Customers demand a frictionless, integrated experience. Another thing they expect?

Banking 40

Banking B2B B2C Self Service 40

ShepHyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Just as we want our customers to come back, we want our employees to stay.  .

Self Service 142

Self Service Customer Experience Customer Service B2C 142

Talkdesk

AUGUST 9, 2016

Self-service customer support has been a major part of the recent transformation of the company-customer relationship. The modern customer expects a personalized experience when they reach out to businesses. Self-service is a common support channel found in omnichannel strategies for a variety of reasons.

Self Service 40

Self Service Omni-Channel B2C Customer Service Representative 40

PeopleMetrics

JANUARY 24, 2022

Continuously measure CX after key touch points, empower action to be taken after each high-impact customer response (including service recovery), real-time results, benchmarks and helping you make sense of it all with world-class reporting and storytelling. High-impact customers will be a regular topic on PeopleMetrics LIVE! ,

Trends 90

Trends Self Service B2B Roadmap 90

ShepHyken

APRIL 3, 2023

It’s the last group that will win the digital customer experience game. This article uses Air Canada as a case study for properly using AI/automated/self-service support to deliver a better CX. Of course, if the customer/passenger needs help beyond the self-service experience, they can connect with a human agent.

Self Service 9

Self Service Customer Service Retail e-support 9

Bold360

NOVEMBER 21, 2016

She is experienced with companies in the B2B and B2C industry sectors. “While a customer-centric culture is the new standard, according to Gallup…” 71% of B2B customers are not engaged across all industries and are at risk of being replaced; not because of products and services, but rather failing their customers.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40