Your customers' expectations have been redefined by their experience with B2C companies. B2B buyers now want an experience that offers the same convenience they're accustomed to in their personal lives, and electrical manufacturers and distributors should respond by rapidly implementing new platforms with converged capabilities.
The number of customers who ordered online from electrical distributors more than doubled
from 2015 to 2016.
-2016 NAED Technology Benchmarking Survey
Independent electricians and owners of smaller companies who order parts on an as-needed basis.
These customers expect the B2C experience they've become accustomed to, including rich content, descriptive product attributes, price comparison tools and reviews. They perform site searches based on application, rather than by product name or number.
Electricians or companies who work with contractors, subcontractors and teams in the field.
These customers prefer to order from their mobile device and value ease of ordering. They expect self-service capabilities and want enhanced delivery options like online ordering with will-call pickup.
Responsible for maintaining procurement systems and fulfilling orders. They work with product managers to specify component parts for a product line, or with field personnel.
These customers have complex ordering requirements but want a simple, easy-to-use interface that allows for reapeatable orders and automatic replenishment.
Make it easy to find the product information and features that
electrical contractors say are the most important to them:
|Up-to-date product spec sheets||Robust technical catalog|
Ability to intuitively search by description, brand name, manufacturer, product category, part number or application
|Current price and stock levels|
|Technical drawings||High resolution product images|
Offer self-service account management, automatic order replenishment and service options to make your customers’ lives easier, allowing them to order from you anytime, anywhere.
A robust FAQ section allows customers to find answers to common questions, reducing the load on your Customer Support agents and empowering customers to get instant answers to their questions, any time of the day or night.
Research from Forrester indicates that companies who offer an omni-channel experience with targeted cross-sell and upsell opportunities benefit from higher average order values and more repeat purchases.