Background: Chatbots have developed from simple algorithmic tools to advanced systems that automate and personalise B2B customer interactions, therefore improving CRM through the efficiency of service and customer satisfaction. Purpose: The purpose of this thesis is to explore the potential of chatbots as a solution to address the challenges faced by B2B customer service in today's business environment. Method: This chapter explains the utilisation of semi-structured interviews in relation to discovering challenges and later on the possible chatbot solutions for B2B customer service. It includes details on the selection of participants, data collection, and methods for data analysis. Findings: The study explores challenges and strategies in B2B customer service, where high inquiry volumes, after-hours contact, and the need for more staff are prominent issues. Factors for quality service include time, staff training, and efficient communication channels. Trust and consistency are upheld through internal communication tools and CRM technology. The participants commented on the need for quick responses and discussed the future use of technologies like chatbots. Conclusion: This thesis focuses on how chatbots can enhance B2B customer service through efficient handling of high-volume inquiries, ensuring GDPR compliance, and balancing automated responses with personalised engagement. These capabilities further service responsiveness and personalization, leading to increasing customer satisfaction and loyalty in B2B environments.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:lnu-130257 |
| Date | January 2024 |
| Creators | Kraaij, Jacob, Ali, Lubna |
| Publisher | Linnéuniversitetet, Institutionen för marknadsföring och turismvetenskap (MTS) |
| Source Sets | DiVA Archive at Upsalla University |
| Language | English |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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