Dealing with poor b2b customer service is a grating experience. Waiting on hold for ages, having to re-explain the same thing to multiple customer service reps, and poorly designed chatbots are, unfortunately, all too often part of resolving an issue with technology and service providers.
But it's a situation that fewer and fewer b2b customers are willing to tolerate. Studies have revealed that 89% of b2b buyers are likely to switch to a competitor even after a single negative experience. And they are willing to spend more with companies that offer their preferred option to reach customer service such as chat.
So, there's no doubt that delivering exceptional b2b customer service makes good business sense, which is why we decided to take a closer look at what it takes to excel in this department.
