The B2B e-Commerce sometimes forgets that the people you deal with are also consumers. Understanding customer experience is crucial when building a successful B2B e-Commerce site. Positive customer experiences impact your brand's perception in the B2B environment. You must design your e-Commerce site with the customer experience in mind if you want it to meet those expectations and be highly competitive. This blog will give tips on building a good customer experience for your B2B e-Commerce.
1. Deliver Exclusive Information & Benefits
For B2B, an e-Commerce site is essential to engage and build personalisation since it's hard to find ways to connect with your B2B customers socially. Don't make your e-Commerce a social tool; make it a means of delivering information directly to customers for a competitive advantage. Design an easy-to-use e-Commerce site for your B2B customers so they can engage with you. Provides relevant information directly to customers, so they can find what they are looking for without fuss. Let customers know you'll provide them with exclusive information for their benefit.
2. Streamline Order Management
B2B e-Commerce can be challenging, which is why we offer an integrated (with e-Commerce, CRM & ERP), friendly ordering system that makes it easy for your customers to purchase from you. With an order management system tool like our Zooloo's DSM SUITE 2.0, your B2B customers can view their contractually agreed prices, discounts, purchase schedules, and order histories. Also, the capability to reorder, reserve, replenish consumables and initiate returns. Every time you simplify B2B e-Commerce for your customers, you gain a competitive advantage.
3. Build Your Community
B2B customers appreciate belonging to a community and having people who share their interests, goals, and challenges. Take advantage of your B2B e-Commerce site to attract people who do business with you and are interested in similar topics into your community. Make internal resources and peers accessible to your customers and business partners. Let your customers join your professional social network - the community you build for e-Commerce.
4. Integrate Customer Engagement
A seamless customer experience requires multiple communication tools, like live chat, chatbots, voice, emails, and different messaging channel capabilities. Chat should not be restricted to technical support or customer service but should also enable customers to connect with sales personnel. American Marketing Association research shows that engaging customers via their preferred channels can improve profits and customer satisfaction. Adding chat capabilities like our DSM Suite 2.0+ Omnichannel Support & Helpdesk tools to your e-Commerce site increases the chances of B2B customers making purchases since communication is immediate, direct, and personalised.
Final Thoughts
Building B2B customer insights is essential.
Customer insights can strengthen the bond between your company and your customers. Integrating your B2B e-Commerce community data and chat data with your CRM benefits your business. Data gathered and analysed from community discussions, and chat applications can give you a better understanding of your customers. With Zooloo DSM Suite 2.0+ BI & AI PREDICTIVE, your marketing, sales, and technical support efforts can be tailored based on these insights. You can build a better knowledge base with more understanding, ensuring your customers get a consistent and unified experience. Don't forget to ensure that all departments have access to these insights.
Get a better start with Zooloo. Our team is happy to assist you with your journey towards digital transformation. You will enjoy immense growth opportunities if you partner with the right service provider. Please contact us at sales@zooloo.asia.
- Discover more about Customer Service Strategies
- Find some tips on B2B Sales Strategies
- Looking closer at e-Commerce Strategies
- Read about The Digital Transformation Journey
- Learn more about our “Digital Backbones”
Tags: #CRM #MicrosoftDynamics #digitaltransformation #B2B #digitaladoption #digitalintegration #digitalsolutions #wholesaletradesector #wholesaletrade #customerretention #ordermanagment #inventorymanagement
