In today’s customer-centric economy, B2C field service organizations face rising expectations for quicker resolutions, shorter wait times, and better overall customer experience.
To ensure they meet these challenges, Gartner predicts that by 2021, more than 50% of B2C field service organizations will rely on applications or technologies from small field service management providers.
B2B vs. B2C Customer Support – Differing Expectations
While the basic concept of field service is the same for both B2B and B2C organizations – to resolve the customer’s problem as quickly and thoroughly as possible – there are several significant differences to note.
With B2B field service, a positive support experience is usually built on long-term business relationships with multiple people at different levels of both companies.
With B2C field service, a positive support experience is dependent on the customer’s perspective of a single interaction with a single technician.
These differing viewpoints impact a number of factors that field service organizations must consider as they develop their strategies and choose the most appropriate field service technology.