They say that customer support is the heart and soul of every business, no matter its size or niche, and, judging by the latest stats, this saying is right. More and more clients, be them regular individuals or business, think of customer service as a defining criterion when choosing their supplier. It goes without saying that your company needs to invest in state of the art customer service solutions, but which one should you choose? The two options that you will come across the most are B2B (business to business) and B2C (business to customer). Knowing the difference between the two is very important, because they tackle different issues and each has its own functionality. If you’re not sure which is right for you, get in touch with a software developer in UK and develop a bespoke software development strategy that works for you and your clients.
B2B customer support more complex and technical than B2C
When developing a customer support system for B2C applications, the biggest issues to address are usually quite simple in nature. More often than not, they are limited to product returns or general queries. Therefore, your application will not need that many advanced features. However, things are much more complicated when it comes to communicating with business clients. Not only are they more tech savvy and demanding, but the nature of their problems is usually more complex. Therefore, B2B customer service tools need advanced features and require more work and documentation.
Client information logs
The type of clients you work with determines the type of relationship you have with them. With B2C, you usually don’t have a very close relationship; most people contact customer support only a couple of times and when interaction occurs, the customer service representative doesn’t need their full history or personal information. However, with B2B models, relationships are more familiar. When a business client contacts customer support, you should have all their background information, transactions and preferences at hand. Therefore, when developing a B2C customer service app, you need to allow room for all this data.
When it comes to database size, B2B and B2C have unique challenges and requirements. On one hand, a B2C system involves contact with a huge number of people, so the database must be large. On the other hand, when working with businesses, their number may not be that large, but you will need additional organisational tools. With B2C, you work with one person at a time, but with B2B, two people can contact you on behalf of the same business. To avoid duplicates or conflicting information, you should discuss your requirements with a professional software developer who has worked on B2B applications before.
Collaboration between departments
One final difference between B2B and B2C customer service applications is the way that they deal with inter-department collaboration. With business-to-customer systems, the issue can usually be resolved by one single person or one single department, so you don’t necessarily have to invest in something complex. However, with business-to-business models, the issue might span across multiple departments, so you should implement sharing and collaboration features.