Self-Service Tools - Good for Everyone

With the exploding number of mobile and Web users around the world, B2B customers have more instant access to information than ever before. Therefore, it’s hardly surprising that many experts report that self-service tools rank among the most important priorities for companies in 2016.

Self-service tools such as account management and storefronts allow customers to be self-sufficient in managing their account and purchasing options. This type of tool is not only helpful to customers, but is expected by modern B2B customers.

BluLogix concludes that companies that provide exceptional self-service experiences will increase sales considerably across multiple channels because shopper confidence increases as well. As a result of these findings, Gartner reports that improving the self-service experience of consumers is among the top 3 priorities for companies that aim to improve customer experience and service.

B2B customers not only want access to immediate assistance, they also want instant access to tools that can help them manage and fix problems themselves. Therefore, if you have not yet implemented self-service tools on your company website, then it’s time to get started.

Be Ready to Invest in Customer Service

According to Deloitte, 62% of brands and companies are progressively understanding the importance of customer service as a key competitive differentiator, and are finally investing more money to improve the customer experience.

For far too long, companies have sought customer loyalty, but have not invested enough resources to make a significant improvement in the customer experience. However, a Gartner survey confirms that this practice will change a lot in 2016; by 2017, at least half of all product investments will be put towards innovations that will enhance the customer experience. Simply put, this means companies will invest more resources in technologies such as customer self-care, which allow faster interactions with customers on a more personal level.

A recent Gartner survey on the role of marketing in customer experience found that, by 2016, 89% of companies expect to compete mostly on the basis of customer experience, versus 36% four years ago.