Today, B2B buyers regularly use ten or more channels when italian whatsapp number engaging with a vendor (McKinsey). They expect to move between these channels seamlessly. If you don’t facilitate that movement or are unable to deliver a unified customer experience, the customer will jump ship and look for competitors who are easier to work with.
4. Intelligent automation
More and more B2B buyers want access to self-service channels. Whether that means Chatbots, Digital Sales Rooms or Knowledge Bases depends on your customers. Understanding how and why they want self-service is essential to smart self-service implementation.
A top-notch CX strategy requires careful consideration when deciding when and how to implement self-service technology. Technology alone does not translate into superior customer experiences or happier customers. What matters is the user experience and how self-service tools integrate into broader customer service ecosystems.
