We all know that B2B ecommerce is good for the bottom line–it allows customers to place orders when it’s most convenient for them and it certainly drives revenue. But did you realize that B2B ecommerce is good for a company’s customer service department as well?
If you don’t immediately equate your ecommerce initiative with benefitting your customer service department, you aren’t alone. Many businesses look at ecommerce solely as a revenue generating machine, not as an opportunity to streamline business functions and reach out to customers–but a well-implemented B2B ecommerce strategy can do both of these things.
I’m glad you asked. I will tell you, but first I want to ask you a question:
What are the top 5 requests that your customer service department receives on a day-to-day basis?
Maybe something like:
- Did you receive my order?
- Has my order shipped yet?
- What’s my shipment tracking number?
- What’s your return policy?
- I need a copy of my invoice.
Here’s another question for you:
How much time does your customer service department spend each day responding to your top 5 requests?
30%? 50%? More? Could that time be spent on activities that generate revenue?
Imagine what would happen if you posted the answers to your top 5 customer service inquiries to your ecommerce site for customers to access in a self-service model. Your call center staff would have fewer non-revenue generating inquiries to handle and could better focus their time on the customers who are calling to place orders. That drives revenue, increases productivity and ultimately improves the morale of your customer service staff as they can see their direct contributions to the company’s bottom line.
How else can you imagine ecommerce benefitting your customer service organization?
To learn more about how to maximize the success of your B2B ecommerce site, watch the on-demand webinar, Ecommerce Website Best Practices.