Published: 03 May 2023
Using customer data to effectively personalize B2B support interactions is challenging. To achieve the ROI from personalization efforts, customer service and support leaders should focus on saving the customer time and teaching them how to get more from the product given their unique business needs.
B2B customers tend to have high expectations for personalizedsupport, but their preferences serve just two key goals: saving time and helping them get more value from the product.
Seventy percent of B2B customers are open to sharing more data with the support organization if it saves them at least six minutes in their support journey.
Understanding what features of the product your customers typically use helps reduce customer effort in the support journey. In addition to facilitating the journey, knowing product usage can also allow you to personalize your guidance to the customer so they get more value from
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Analysts:
Customer Service and Support Research Team
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