How can B2B organizations satisfy the post-COVID B2B demands?
Sr. Content Writer
Many brands have reported that they are already undergoing a sudden demand surge in the post-pandemic world. They are highly grateful for the boom in the revenue, but it has both along a set of challenges in its wake as well. Marketers suggest having a checklist of important factors that will allow businesses to be well prepared for racked-up demand.
The B2B checklist
Clearly communicate out-of-stocks. People are aware that supply chains are not yet stabilized. Many manufacturers and brands have gone back to domestic suppliers to ensure reliable and consistent supplies.
Surprising customers with canceled or delayed orders citing out-of-stock results in relationship damage. To avoid such situations:
1. Transparently convey when an item will be available again instead of simply putting an “out-of-stock” message. This develops expectations and helps prevent customers from looking elsewhere.
2. Allow customers to provide an email address that will receive automatic notifications when the product is back in stock.
3. Brands can also consider offering an alternative product that is in stock
4. Redirecting customers to other websites where they can purchase the same or similar products, helps build credibility and trust.
Simplify customer service. Errors occur when a customer support agent is lacking the required information or is overworked or is inexperienced. Higher wait times and the absence of answers annoy customers.
An adaptive ecommerce platform can be an awesome customer service tool, reducing the dependence on representatives. Features of modern platforms:
1. Seamless integration of sales with fulfillment. Issues occur if digital orders are not taken, like the sales rep taking orders over the phone, jotting it down on paper, or via faxes. Errors are higher in manual orders.
2. Inform customers regarding partially completed orders
3. Help customer service agents who use the site to reply to queries and retrieve data rapidly. Often distributors and manufacturers find it easier to navigate their websites than the internal systems. Customer service teams can provide links to buyers and follow up with information like safety specs and datasheets.
Enabling self-service ordering. Depending completely on B2B sales reps to process orders can result in bottlenecks and missed opportunities. Salespersons should not be made to do actions that customers can complete on their own. An efficient B2B ecommerce website should:
1. Encourage self-service ordering. Simpler, repeat and smaller orders don’t need personal interaction generally.
2. Decrease human involvement.
Preparing for digital-first B2B. Organizations often miss strategic planning. Experts expound that the future of B2B commerce is digital. The pandemic has highlighted the prediction effectively. Preparing for the pandemic surge and beyond is vital. B2B brands should consider the following:
1. Impact of digital transformation on their business
2. Digital features that add undeniable value to their customers
3. Leveraging digital tools to strengthen the brand’s competitive stance and decrease threats and obstacles.
Thus, a digital foundation is all-important for B2B growth and to analyze and boost sales and customer service. It helps brands to survive and thrive in the immediate demand surge and after.