Repeat business drives a substantial portion of the revenue, especially in a B2B company. You need to make reordering as convenient as possible.
How to achieve that in B2B implementation?
Firstly, it’s important to note that there are several differences in the implementation of “My Orders” in B2B ecommerce compared to B2C. In B2C, “My Orders” refers specifically to orders placed by the logged-in user. In contrast, in B2B, the list should display orders placed by all users within the same business or, in the case of a large organization, by all users within the same business unit.
Additionally, since the list of orders could be extensive, customers may need to spend time searching for the specific order they want to repeat before being able to reorder it.
1️⃣ Make it easy to find a past order.
Search, and filtering of past orders is the must-have functionality in B2B. Make sure that customers can filter by date and employee who placed the order. Let them search by product name, attributes, text in the description, and category.
For large customers, allow search by their own SKU number that is used in the customer’s procurement system.
2️⃣ Make it easy to repeat the entire order or re-order some selected products.
3️⃣ Warn customers about any changes in product availability. If a model has been discontinued, offer alternative products. There is nothing worse than coming to checkout just to be informed that a product is out of stock.
4️⃣ Let customers know if a new model of a previously bought product is available and make it easy to replace it.
5️⃣ If the price has changed since the last purchase, make it known as early as possible. Update customers on current promotions, which could be different from the last time the order was placed.
6️⃣ For make-to-order, configurable products retain product configuration, so the customer does not need to go through the configuration process again.
One of the key benefits of Ecommerce is customer self-service capabilities. Implement the recommendations above to save your customers the most precious resource – their time.
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