B2B eCommerce Trends to Focus on in 2020With 2019 behind us, most B2B companies are focusing on the first quarter of the new year. B2B eCommerce has come a long way since B2C eCommerce helped it evolve with regards to customer satisfaction. This year, however, the eCommerce trends are all about enhancing customer experience and convenience. As technology is getting faster and smarter each day, it enables trends from 2019 to evolve as well. Read on to discover the top e-commerce trends for 2020.
Starting with the first letter in the alphabet, AI is no foreign word in today's eCommerce world. As we mentioned before, technology is getting smarter than ever. Think about it- computers are not the same as they were 10 years ago! Devices have the ability to learn at a much higher rate than ever, because nowadays AI is replacing some of the human labor tasks. For example, data and interest can now be shared through social media platforms. The same goes to user intent in search engines. The keywords typed in Bing or Google are now integrated into carefully knitted algorithms designed to give a much better reply when it comes to customer queries.
OmniChannel SellingOmnichanel selling means having a strong eCommerce strategy using different channels, besides just your webstore. Omnichannels, simply put, are the mediums used to transfer information to your customers. These include social platforms, online marketplaces, email marketing and even public relations. According to McKinsey website, the It is a strategy that must be integrated across the entire business. An omnichannel approach is all about being seamless. And if your marketing team, sales team, and retail staff are not aligned, the process will be far from it!
We have seen this topic booming in 2019 and it won't stop this year. Customer engagement that goes beyond the point of purchase will continue to be a leading B2B eCommerce trend in 2020. B2B buyers want to buy online but they still want to do business with a company that knows them and understands their needs. The cost of acquiring a new customer is five to seven times more than retaining an existing one. The most effective strategies for continued customer engagement include SEO & content marketing, targeted advertising, content marketing, loyalty apps, and gathering customer feedback.Let's highlight the above mentioned customer engagements: Search (SEO) and Content Marketing - these always have been a major part in the marketing world. SEO drives organic traffic to the website, whereas relevant content is extremely important for overall user experience. Content in a form of an article (over 1,000 words preferably), video content, podcast are all excellent content marketing strategies.
---------------------- ----- -----
ChatbotsWhat is a Chatbot? It is a computer program designed to interact (‘chat’) with customers, answer their questions and assist them in any way to streamline the shopping experience. Simply put– it is another manifestation of a personalized buyer experience, but much more interactive. Social media automated responses are a form of a chatbot. The applications for B2B eCommerce are likely to focus on basic customer support, evolving over time to personalized recommendations and more complex sales interactions.
Fourth on our list of B2B ecommerce trends 2020 is ‘videos’. Videos are gaining more and more traction every day. B2B businesses are only just starting to use videos to showcase their products and have better understanding of how things work. When certain negotiations, actions and other aspects of businesses are inaccessible, videos serve the purpose of delivering the message.