B2B Commerce with B2C Experiences

August 29, 2023in Salesforce

Strategies to Elevate Your B2B commerce to B2C Experiences. While B2B e-commerce can be more complex due to diverse buyer needs, the expectation for top-tier service remains high. Personalization, typically associated with B2C, holds equal importance in B2B. Establishing personal connections, especially throughout the purchasing process, is vital, with 72% of business buyers expecting tailored interactions, as per the Salesforce State of the Connected Customer report. To enhance B2B e-commerce experiences, consider implementing the following tactics:

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Create an Omnichannel Experience:
- Provide a seamless journey across all touchpoints, catering to the 75% of buyers who expect integrated processes from vendors.
- Enable engagement through various channels to gather valuable insights for better customer understanding.
Offer 24/7 Customer Support:
- Recognize the significance of robust support in B2B, where large orders and intricate processes are common.
- Utilize chatbots to deliver round-the-clock assistance, acknowledging that B2B buyers often conduct thorough research before reaching out.
Review the Checkout Process:
- Strike a balance between offering 24/7 support and providing self-service options.
- Introduce features like one-click reordering or recurring subscriptions to boost customer satisfaction, aligning with McKinsey’s discovery that 76% of B2B buyers prefer self-help during reorder phases.
Provide Informative Content:
- Cater to the fact that B2B purchases are less emotionally driven by offering comprehensive information about products and services.
- Implement various resources such as FAQs, community forums, video demonstrations, and live chat to meet the B2B buyer’s expectation for detailed knowledge. As B2B buyers raise their standards, organizations must adapt to meet these demands, seizing an opportunity for increased agility, responsiveness, and connectivity. A Forrester Report indicates that 83% of B2B businesses anticipate growth in e-commerce sales over the next three years, highlighting the customer as the ultimate beneficiary in the B2B versus B2C comparison. For deeper insights into the future of B2B e-commerce, delve into the Forrester Report, “B2B Embraces its Omnichannel Commerce Future,” which explores how B2B companies harness various channels to drive revenue.