Customers expect an easy experience. For B-to-B companies to successfully simplify the customer experience, effective self-service tools for customers to access is a must have. Here are characteristics for effective self-service:
- User-Friendly - Make certain the user interface is tailored for the business needs of customers. Ease of navigation and ease of accessing on a mobile device are key customer desires.
- Informative - Companies need to make sure transparent product information and pricing are easily accessible by customers. Bonus information would include detailed product specifications, reviews, and tutorials.
- Personalized - Companies should be looking at self-service portals as a way to customize product recommendations for customers. Tracking buyer’s history and making tailored product recommendations based on past purchases are customer desires.
- Interactive - Customers want to use self-service to check on order updates as well as clearly track down who to contact if there is an issue.