Twig v/s Chatbots

Can you use ChatBots for your B2B CX teams

Chatbots have been popular in website-based interaction and self-serve Chatbots. They are often used in consumer products or for one-line answers. Complex products and enterprise solutions often get less use of Chatbots. This article covers why Chatbots are not commonly used.

Consumer Businesses vs B2B Businesses

Customer profiles are different

  • Transactional: B2B customer experience relies much on relationship, adoption, and repeated usability, while consumer CX interactions mainly are around transactions.

  • Low contract value: B2B customer contract values are often in ranges of $5000/-$25000/- while Most consumer transactions are in smaller ranges of $100-$500.

CX Organisation is different

  • Support vs. Success Org: B2B businesses have CX organizations with Support Reps, Success Managers, Solution Delivery, Onboarding Specialists, and Sales Engineers all of whom interact with the customer base. While Consumer businesses work on high volumes, the customer experience is automated and limited to self-serve chatbots or Support agents.

Needs are different

  • Question Types: Consumer support questions are mostly around orders, inventory, and pricing/cancellations. B2B customer questions are often context-based and complex. It requires multi-step reasoning and technical expertise.

  • Getting it wrong: B2B products often have a greater impact in terms of dollar value. Using lightweight AI such as chatbots can lead to several cases of incorrect information. Most B2B leaders prefer not to use CX chatbot out of the box. Rather a solution that's used internally like a co-pilot that gives better controls and confidence when they could use.

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