<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=275133924453494&amp;ev=PageView&amp;noscript=1">

Try Solvemate without risks! We are willing to guarantee your satisfaction, or your money back

Learn more
creditplus-photo Book a demo

See how Solvemate will save you costs and resolve requests from day one. The call takes less than 30 minutes, no obligations, no strings attached.
chatbot-roi-calculator

How much can you really save with customer service chatbots?
chatbot-roi-calculator-resources Chatbot ROI Calculator

How much can you really save with customer service chatbots?

Go beyond the chatbot hype and boost your customer service with automation to improve your CX.

Discover our features to create meaningful conversations in an instant, scalable and cost effective way.

We integrate with the best! Solvemate is built to fit into your existing tools and workflows. Find out more.

The-Art-of-Customer-Service_15_SAP

EPISODE #15

SAP: B2B Customer Service

Addressing businesses as customers in service: The vanishing lines between B2C and B2B customer service.

Listen now

Executive summary

Esteban Kolsky, Head of Product (SAP CX Customer Service and Sales), knows customer service from top to bottom - from B2C to B2B. Talking to Erik Pfannmöller in this episode, they take a deep dive into the relation of both approaches and what it takes to deliver the right solution matched to your customers’ expectations. In the end it is all about  personalization, speed and efficiency.

In this episode, you’ll learn

  • How SAP developed its B2B customer service strategy and builds its B2C service tools.
  • Why it is crucial to apply lessons learned from B2C customer service to B2B to match customer expectations.
  • How to deliver a hyper-personalized CX in B2B customer service.
  • What Formula One cars and B2B customer service have in common.

Chapters

The Art of Customer Service podcast covers these topics around the similarities and differences between B2B and B2C customer service:

1. 00:00:00 Introduction to the topic

2. 00:04:35 What is the structural difference between B2B and B2C customer service?

3. 00:06:35 How to reconcile B2B and B2C customer service

4. 00:12:29 B2C software taking over B2B customer service

5. 00:16:54 Personalized digital customer service

6. 00:22:39 Customer service channels

7. 00:25:55 Latency expectations

email

Explore The Art of Customer Service

PODCAST

Stefan Moritz: The importance of Service Design | #32

Listen now

PODCAST

Benoit Gagnon & Mads Fosselius: The Future of Customer Service | #31

Listen now

PODCAST

Alex Farmer: How to Create a Frictionless Experience | #30

Listen now

email

Never miss an episode

Subscribe to our podcast on your favourite platform.

linkedin twitter facebook

And for more insider knowledge on customer service trends and AI, sign up for our newsletter.