Guest Post: Why B2B Business Needs Dedicated Customer Support

This week, we feature an article by Kateryna Boiko, Marketing Director at Mobilunity, an organization that provides dedicated digital marketing and development teams to companies worldwide. She shares the benefits of having dedicated customer support in B2B organizations.

Any company needs to become a part of B2B or “business-to-business,” where legal entities establish trading relationships with each other. The purpose of such relationships is to produce goods by one business, but not for a private person, but for another business. The goods themselves can be anything, including software – websites, programs, bots, and many other stuff. This greatly improves the work of the company and brings positive results.  

For example, a company needs a convenient application that allows customers to get acquainted with its products and services quickly and efficiently. In the case of such a need, the best option is to turn to another company that can provide customer support software. Companies set the price for this service as well as deadlines, and when the work is completed, the client receives a quality and client-centric product that is ready for use. 

Benefits of dedicated customer support 

B2B relationships have a number of advantages that set them apart from other trading relationships between companies. First and foremost are the improvements in sales. For example, if a client orders a website, they ask for dedicated customer support from a service provider to implement their project. As a result, they will get not just a platform for sales but also an “employee” ready to work 24/7 without vacations or sick leave. The site can take orders all the time, thereby increasing the company’s profits.   

No less important is the fact that the product will be completely unique and client-centric. The very same site visitors will be easy to move between categories of the site and product cards and make orders. This will increase the attendance of the resource and the sales themselves, distinguishing the company from other competitors. The product created by agile development teams also greatly facilitates the work of the customer support manager, thereby allowing the company’s employees to be more comfortable. This will also increase the efficiency of ordinary employees because then it will be easier to distribute the workload during the day and finish tasks on time. 

The main challenge of b2b companies 

Of course, in the work of dedicated customer service, there can also be difficulties, such as the right choice of technology to be used. Sometimes the contractor may simply not understand the area in which they have to work. This greatly reduces the quality of the final product and delays the delivery of the project, so it is very important to carefully read the profile of the contractor before one starts working with them directly. In addition, it is important to pay attention to those companies that have extensive experience because they can also ensure the cybersecurity of user data. Additionally, one can consider the characteristics of the global market and the location in which the service provider operates because, depending on the country, prices for work can vary significantly.  

B2B customer service best practices 

B2B is very client-centric and always considers the interests and requirements of clients in order to achieve the most productive result of mutual work. This allows to the creation of a quality product that satisfies the customer and fits their needs. In addition, the purpose of such cooperation is not only to obtain a finished product but also to train the client to work productively. It is ensured by the fact that the service customer services company does not perform a raw task but also tries to get to know the client, their goals, and preferences better, which is an important part of the joint work. This type of cooperation is quite different from the standard client-executor relationship. It is a team effort to achieve a specific goal and implement an effective product that will be financially attractive to all. 

More reasons why b2b business needs dedicated customer support 

Last but not least, the finished product is completely unique and not like the products of competitors. The customer support partner takes the customer’s requirements into account and creates exactly what is required of them. The customer receives a completely unique product that is created for the client’s needs and purposes. The uniqueness of the site or application is also affected by the fact that the whole team of specialists is working on it. They all have experience in creating such resources and understand the client’s needs, and can implement the project in the best possible way.  

Kateryna Boiko is a Marketing Director at Mobilunity.She has worked with diverse industries and markets and is now keen on sharing unique cases with the world and coaching on topics relevant to Web Analytics and Search Engine Optimization.