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Business to a Business transaction (B2B) and Business to Client (B2C) transaction are the two types of transactions that are currently operated everywhere.While businesses operating in consumer-facing industries often handle straightforward issues with quick resolutions such as a product return or damaged merchandise this is not the case for B2B. For the most part, B2B problems require extensive back-and-forth analysis and validation to give a resolution.The expectation of the customers to get their issues resolved is just immediate after their first call in no time. It is not practically possible to make the support resources available at their desktop stations all the time in a 24/7 fashion. If u try to implement that kind of 24/7 support, there will be a huge cost of investment on resources and the idle time of the resources will also be more. This will not be applicable to many organizations and only it will become a waste investment. There are also some emergency incidents which needs to be addressed immediately.
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Hence the traditional way of offering any service by physical presence at desks is no more the best approach. A SaaS application with best-in features is the real solution for all of the above- stated problems.The support system serves as a common platform for both the business users and end consumers.The end customers can raise their issues and can track the status while the business and support agents receive the complaint and work on resolutions. Fintech solutions providing B2B support should be ready with the complexity and avoid duplicating efforts between multiple client contacts and support personnel by utilizing a support system that offers visibility at the customer level.
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