1. Online Payment

In any business transaction, payment is unquestionably an essential step. Pay attention to B2B digital payment trends so that you can offer customers appropriate payment options. Based on BigCommerce study of over 500 B2B retailers, 94% prefer credit cards, 53% prefer payments on terms, and 26% use mobile wallets like Apple Pay. It can be challenging to provide all payment options to your B2B customers. Thus, to enhance your B2B customers' checkout experience, you should carefully select the payment method they prefer.

2. Chatbots Support

The use of chatbots will still be a major trend in B2B e-Commerce. Use Chatbots to meet the demands of your B2B customers, who expect faster responses and richer engagement. Chatbots can significantly reduce waiting times since they are programmed to find information quickly and are available 24/7. Chatbots will retrieve relevant information from your knowledge base or FAQs and provide timely responses to your customers' queries. The Chatbots can recognise and respond to multiple versions of the same question and are trained to give immediate responses with your preferred voice and tone.

Chatbots are most helpful in simplifying tasks and eliminating repetition from workflows. However, Chatbots don't replace human interaction. Live agents should assist whenever a customer is navigating a complex purchase or feeling frustrated or confused.

3. Augmented Reality (AR)

AR helps customers learn deeply about your products by providing them with a visual and interactive experience. By displaying 3D imagery, AR can help people understand how a product will appear in real life or how to use or configure a product. AR can reduce your cost of producing samples since products will be digitally illustrated by AR using the same shapes, colours, and features as a real-life sample. It's time-saving and rich in experience for your B2B customers.

4. e-Marketplace Integration

The pandemic has forced B2B companies to improve their digital journeys in order to survive. Customers expect a seamless experience across physical, digital, and e-marketplace channels. You need an integrated "all-channel" solution to synchronise prices, orders, and inventory levels between your ERP system, your store, and any popular online marketplaces where you sell. Using our DSM Suite 2.0+ e-Marketplace Solution, you can publish real-time inventory and pricing across your sales channels and easily manage your e-businesses.

Final Thoughts

The customer experience must be significantly improved to increase revenue and conversion rates. Especially B2B customers are changing and have higher expectations. Here are some features to consider when building an optimised B2B site for a better customer experience:

Account Personalisation

• Profile-based or volume-based discounts
• Privileged access to exclusive deals
• Order status, product reviews and history
• Seamless payment and reordering

Elastic Search

• Intelligent search with dynamic indexing
• Navigate multiple online catalogues
• Easy to add to cart, check out, pay and reorder

Simplified Administration

• Maintain various online catalogues and pricings
• Automate loyalty rewards, pricing & discount workflows
• Gather product feedback and reviews
• Synchronise sales inventory with order fulfilment systems
• Payment options 

Get a better start with Zooloo. Our team is happy to assist you with your journey towards digital transformation. Please contact us at sales@zooloo.asia.

• Find some tips on B2B Sales Strategies
• Looking closer at Marketing Strategies
• Read about The Digital Transformation Journey
• Learn more about our “Digital Backbones”

Tags: #CRM #MicrosoftDynamics #digitaltransformation #B2B #digitaladoption #digitalintegration #digitalsolutions #wholesaletradesector #wholesaletrade