The development market today feels like a race - each lap is quicker, and one wrong move can cost you. In this race, excellent client service can either add extra points or lead to a loss dot to high competition.
Tatiana Golovacheva
Client Services Director
AI and other technologies have become new tools that allow you to maintain speed, 24/7 availability, and high-level multitasking. But the main challenge for companies is balancing carefully between technology and humanity.
Here are the top 8 trends that we are observing in B2B customer service in 2024:
AI, big data, and chatbots are tools that can transform business processes and boost performance. Big data analysis helps create individual offers and recommendations.
At ByteMinds, we strive for maximum efficiency by adopting the latest technologies in our web projects, keeping up with industry trends. For example, to enhance efficiency, we use modern tools like Headless CMS and Next.js, which boost development speed and quality. These tools allow frontend developers to work independently of the backend, enabling faster changes and a better user experience compared to traditional CMS systems.
Don’t forget about the human factor. Automation is great, but there is no substitute for live client communication.
We prioritise account directors in fostering long-term relationships with our clients. They serve as strategists, psychologists, and field experts. Their empathy, listening skills, and tailored solutions are key to our client service.
Quick response times have become critical in client service. Companies are implementing systems that allow them to quickly respond to requests and provide solutions.
Even when we don’t have an immediate answer, we keep clients informed and follow up with the necessary details, ensuring they don’t feel ignored. For support projects, we strictly follow our SLA, especially in critical client situations.
Rather than waiting for clients to report issues, companies strive to anticipate their needs and offer proactive solutions.
We conduct client interviews to understand their processes, goals, values , and pain points.As part of the AM service, we include proactive support hours and monthly monitoring, offering recommendations to improve client websites or products.
Video content is gaining popularity, offering a clear way to showcase products and build a stronger emotional connection with clients. Short-form videos appeal to modern users who prefer bite-sized content.
We record demo videos to update clients on project progress, allowing them and their teams to watch at their convenience and then provide feedback. Rather than extensive documentation, we often use video demos or client meetings to showcase the functionality.
Clients are becoming more focused on eco-friendly business practices, giving companies with social responsibility an edge.
We prioritise the environment and build websites with modern technologies that are faster, more cost-effective, and resource-efficient (from computers to electricity).
The trend towards a subscription model for services allows you to build long-term relationships and make additional sales in the process.
We’ve long embraced the subscription model, offering dedicated teams for set project periods. This allows clients to scale their projects based on needs without expanding internal teams. Our “Pay as you go” model lets clients scale teams up or down, minimising risks.
One of the trends in customer and client service that has not lost its position for many years is personalisation. We believe this is no longer just a trend, but a core part of our company’s approach and account management, essential to being recognized as a true service company that stands apart from others.
Personalisation is especially critical during the sales process as clients vary in technical expertise and business understanding, requiring a flexible and individual approach. It is important to speak the client's language. For example, presentations for technical directors differ from those for CEOs, with the former focusing on tech and the latter on business results.
At the sales stage, we perform an audit and provide recommendations. After thorough research, we create a roadmap for website development and suggest the best architecture and technologies.
We work with both digital agencies and direct clients, each with unique needs. This requires flexibility in our services, such as customised reporting, individual payment plans, personal consultations with our experts, or workshops on new technologies.
We also recommend that clients personalise their web services and websites. By conducting user research and segmenting the user base, you can determine the right content for each group. For example, we had a tourism website project, the same content was shown to all users. We advised tailoring the content based on user interests and seasonality, which led to an increase in conversion rates.
Modern marketing research shows that increasing client loyalty by just 5% can lead to a 25-95% profit boost. This is why we constantly improve, training our team in the latest technologies to respond quickly to client needs and deliver greater value.
At the same time, we recognize that behind every business there are people who need a personalised approach. Each client has a unique story, and our goal is not just achieving business results, but fostering long-term, trusting relationships.
It's easy to start working with us. Just fill the brief or call us.
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