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Getting the most from B2B customer experience software

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Although customer experience (CX) has traditionally been the focus for businesses in the B2C (business to consumer) sector, it has quickly become a differentiator for companies operating in the B2B sector as well. A powerful B2B customer experience software can be a key driver for business growth, as it can help uncover key insights into your customer base.

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What is customer experience?

CX is how customers perceive their experience of all interactions with your brand or business. These interactions can be as simple as navigating your website to making a purchase. Gauging CX also includes customer interactions with customer facing employees – like sales and support staff. 

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Watch the video below to learn how Voxco can help you can enhance your overall customer experience.

What is B2B customer experience software?

More personal

B2B CX is essentially managing a relationship. Your brand and your customers’ brands align, and have to be in sync. A B2B customer experience is not limited to a simple transaction or subscription service. It entails two entities tying together for positive solutions. Your staff is likely to work in tandem with your customers’ staff to get things up and running. Such a personal relationship needs to be managed positively, and B2B customer experience software can help businesses stay on top of their relationships with customers. 

The margin for error in B2B customer experience is tiny

When it comes to business to consumer relationships- it’s virtually impossible to ensure a positive customer experience to all your customers, despite your best efforts. This is mainly because of the sheer volumes involved in B2C businesses. 

With B2B relationships being more personalized, the margin for error is also smaller. You need to make your relationships with B2B customers count, which is why feedback management is absolutely essential. B2B customer experience software can help businesses collect feedback and act on it in real-time, instead of waiting for disaster to strike.

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Getting the most from B2B Customer Experience software

The key to getting the most out of cx software is leveraging it in a manner that is personalized to your business and its customer base. Focusing on customer experience is especially useful for businesses that can’t beat the competition on value for money.

Define your measures for success

Whether its customer retention rates, or NPS® scores or CSAT scores, Businesses need to clearly define what their measures of success are. These measures must be challenging, but not impossible to attain, as that can negatively impact morale. These measures for success can differ by industry, and you can use B2B customer experience software to help identify if your actions towards improving customer experience are working.

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Identify your customer journey

Although there are plenty of similarities between B2B and B2C customer journeys, these can vary by industry or vertical. While it is essential for B2C companies to focus on a positive transaction experience, that step may not be needed at all in a B2B customer journey. 

Which is why businesses need to identify a typical customer journey with their organization, and get feedback using B2B customer experience software at key touchpoints. This will help reduce customer churn and set your business on the path to maintaining a positive CX.

Use insights to enact change company-wide

Once you’ve collected customer feedback, you can then begin to derive insights from it. It’s possible that data collected may not show your organization in a good light, but reacting positively to it will help you maintain better relationships with your clients. Findings must be dispersed to key stakeholders in all departments of your organization, who should then leverage this information to improve on their output, especially if they are in a customer facing role. 

 

CX software like voxco can segment and show certain information to employees based on their access level. By giving a clients’ feedback history to customer facing employees, you can empower them to jump directly into providing solutions, instead of shooting in the dark.

Features your B2B customer experience software should have

Omni channel

Business to business customer journeys are deeper and more personal than your typical B2C customer journey. Which is why it is essential that your organization be able to reach your clients for feedback across any channel that they are comfortable using. Voxco’s Omni channel CX survey software can help businesses leverage phone, online and face to face channels for feedback management.

Email integration

Sometimes you may need quick feedback based on an interaction with your client. In such cases, Voxco’s B2B customer experience software allows you to integrate quick surveys like CSAT, CES and NPS® surveys into the contents of an email itself. By clicking a response, respondents are directed to a URL where they can find follow up questions. This saves a lot of time, and can get insights into how customers’ experience that particular interaction with your business.

Omni channel data collection

Business to business customer journeys are deeper and more personal than your typical B2C customer journey. Which is why it is essential that your organization be able to reach your clients for feedback across any channel that they are comfortable using. Voxco’s Omnichannel CX survey software can help businesses leverage phone, online and face to face channels for feedback management.

Dashboards and analytics

Intuitive dashboards can be crucial for researchers associated with a business. These work with analytics tools to help uncover insights from the feedback you’ve collected. Voxco’s dashboards can provide real time feedback and metadata about your respondents, and businesses can customize their dashboards to show information like:

  • Drop analytics
  • Disposition picture
  • Survey completion times
  • Device trends

Analytics tools coupled with dashboards is key to gathering insights. These can help identify trends in customer feedback and create custom reports which can visualize these trends so that they may be presented to the correct stakeholders.

Flexible Hosting

Customer data is sacrosanct, for your business as well as your clients’ business. Which is why Voxco’s B2B customer experience software allows for all feedback data to be stored on a platform of your choosing. You can either store data securely in the cloud or on your own premises, compliant with your security protocols and IT Infrastructure. This improves your overall brand experience and ensures better customer success outcomes.

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