The short answer: At most B2B manufacturers, the single largest driver of customer service workload is routine order-status and invoice lookups — customers calling or emailing to ask "where's my order?" and "can you resend that invoice?" Moving those routine lookups to a self-service portal removes the bulk of inbound contacts without adding staff. In a sample of 13 manufacturers,[…]

Today’s B2B buyers want to conduct business online. Whether they can cover the entire customer journey online, or just part of it, they want speed, convenience, and transparency. 

Wouldn’t it be great to give customers a self-service B2B web store—one that always shows personalized inventory and pricing? Imagine if that web store also offered 100% visibility into orders and invoices—not only from the web store, but for all channels.

Manufacturers are scrambling to retire phone, fax, and email interaction with dealers and distributors. Here are 9 key steps to resolve the issue.

In the post-COVID economy, manufacturers are striving for efficiency. That's especially true when it comes to order entry methods. Many manufacturers still depend on phone, fax, and email to take orders from customers. COVID has turned these models on their heads, forcing manufacturers to transform their customer experience.

In the post-COVID world, manufacturers are grappling with rapid shifts in demand, staffing capacity, and fulfillment capacity. Efficiency is the name of the game to prepare for the next disruption.

Driving efficiency in your Sales reps’ processes For many manufacturers, legacy order entry methods leave something to be desired. This is true for customers and Sales reps alike. If both customers and reps have to call Customer Service to place orders, then there’s friction in the process, and your cost to serve may be higher than necessary.

B2B Ecommerce UX Here’s a hard question: What’s the most annoying thing in your customer experience? Whether your customers can […]