Digital transformation is catalyzing innovation in almost all the industry sectors including e-commerce. As a result, the e-commerce space has transformed, both internally in how it functions and externally in its products and how it interacts with customers. If truth be told, the way organizations do business and people consume their products or services have taken a new turn. They are well-versed in technology and have a clear idea of their Strength, Weaknesses, Opportunities, Threats (SWOT) to make faster and more strategic decisions that meet customers’ needs. The impact is such that employees can be empowered to better serve customers and deliver a consistent, forward-thinking experience by streamlining internal systems and unifying data with integration.
For retailers, the digital transformation wave has brought numerous exciting opportunities beyond their geographical constraints. They can tap into these opportunities and improve the user experience by building a B2B e-commerce website using reliable platforms, such as CS-Cart B2B. When supplemented with robust user onboarding, the results are phenomenal: improved brand value, higher customer satisfaction, and accelerated growth.
So, to thrive in this highly competitive space and create remarkable customer experiences for bridging the tricky gap between acquisition and the first conversion, e-commerce units have to couple B2B e-commerce solutions with successful B2B onboarding. Let’s find out how ensuring an engaging B2B user onboarding experience can help companies support their B2B e-commerce platforms and take an easy route to digital transformation.
Hitting the “first success” through personalization: A personalized onboarding approach guides customers through the first critical steps to companies’ success metrics. By nudging them towards completing their milestones, whether it is purchase, sign-up, etc, companies can ensure the “first success” with ease. To achieve this, cutting-edge data integration solutions are surely ones’ best bet. Not only does it prove foundational for turning onboarding simpler and faster, but it also removes the points of friction within the organization to help them provide a connected brand experience.
Increased retention through trust-building: After making powerful first-impression, next-gen user onboarding helps companies foster stronger relationships with customers through faster service, increasing activation and retention rate by leaps and bounds. Companies, therefore, not only become successful in acquiring new customers but also satisfy the existing ones. This pulls in tons of ROI – a 5% increase in customer retention can increase company revenue by 25-95%.
Streamlined workflows through automation: Automated onboarding has the power to catapult workflow nuances to eliminate process silos and improve the quality of experiences. It reduces the workflow hassles introduced by manual methods that once affected customers a lot. When customers and employees have access to a simplified workflow, they can reach their goals smarter and faster. Data integration platforms can help companies automate workflows, and hence streamline onboarding journeys. To add, these solutions are used to speed up processes such as information from invoices, packing lists and shipping labels, eliminating data-entry errors and rationalizing record keeping.
Enhanced productivity through a change of mindset: E-commerce thrives on the 3Cs, Connection, Communication, and Collaboration. And employees seem to play a major role. To perform to the best of their capability and serve their customers better, employees must be well-equipped with tools and digital technologies, and so a change of mindset is required. Plus, they need to practise data hygiene and keep a close watch on changing customer trends to ensure compelling customer experiences. Modern customer onboarding helps employees onboard customers faster by up to 80% without IT intervention. The automated approach improves the speed and precision of the onboarding process, making employees and IT teams more productive than ever.
Gauge future expectations through valuable insights: The data gathered from customers after onboarding them delivers invaluable insights (through analytic tools) that provide information about customers including their needs, preferences, attitudes, and behaviors. This information helps e-commerce companies predict the potential future trends of customers to deliver better performance without difficulty.
Digital transformation is the new normal and B2B e-commerce companies need to have a robust onboarding mechanism in place to offer personalized customer experiences, streamline communication, increase retention & productivity, and ultimately become easier to do business with.