3 Must-haves In B2B Customer Support

  1. Case management

The foundation of all effective customer service is case management: a system that can distinguish and optimize customer support on a case-by-case basis.

For B2B, a case management system must be capable of:

– Accommodating a large and diverse array of tickets: Marketing and selling products to everyday consumers means that customers will have different backgrounds, educations, and familiarity with your products. This will be reflective in their tickets, meaning similar questions will be asked in different ways.

– Including a client information database: Having easy access to client information builds rapport with customers. It also keeps agents informed if returning customers come back with new or unresolved issues.

– Providing consumer-oriented problem resolution: Multiple points of contact and streamlined workflows generate the fast resolutions needed for B2B support. Business-oriented case management can be too complex and time consuming to effectively help consumers.

– Supporting workflows for various touch points and communication channels: Consumers will reach out on whatever channel is most convenient for them: email, SMS, social media, etc. Bringing those into an omni-channel solution ensures that every customer can be heard.

– Assigning, routing, and escalating cases based on the client and complexity: You’ll need ticket management and internal routing that can adapt to your team as it grows, unless you want to find a new system down the line. Plan for a system that’s dynamic enough to scale with the growth you hope to achieve.

  1. Digital engagement channels and Mobile support

The customer experience is interwoven through various engagement channels. For customer service, that includes your support provided over the phone, through email, and interactions via social media.

B2B support is designed to be more generalized for a wider audience while still being capable of personalization for uncommon inquiries. The engagement channels that B2B companies should focus on are:

– Live chat: an agent-operated interaction or discussion is one of the fastest and most efficient ways to resolve a consumer issue. Chat sessions are able to get to the heart of the matter by offering complimentary interactions like collaborative browsing, screen sharing, or help with completing forms.

– Email management w/ automated answers: Email support is still the most common form of customer service, but when it comes to consumer needs, the fastest email support will use automated answers. This allows B2B businesses to provide instantaneous responses and maintain a competitive advantage while they invest in other communication channels.

– Virtual customer assistants: Virtual customer assistants (VCA) simulate human conversations to deliver information or perform transactions on behalf of the customer. Many are powered by AI-algorithms like machine learning and deep learning, making them increasingly capable of assisting a wide range of customers. Dollar Shave Club, for example, utilizes Answer Bot, our own AI-powered VCA designed for ticket deflection.

  1. Integration

Your case management system might not be a perfect fit in your organization right away. Luckily, integrations can fill in the gaps.

The right system will offer integrations that will streamline B2B workflows and enhance customer engagement. For a B2B organization, that generally pertains to better self-service and mobile support. Rovio and Swiftkey accomplished both by using Zendesk’s Mobile SDK.

Integrations are often tailored to meet the needs of specific industries, like a Shopify app that displays customer and order details in tickets for eCommerce companies. But there are many industry-agnostic integrations that can help with time-tracking, analytical insights, and even employee training.

The most capable solutions include an API for a variety of third-party integrations or, should a company feel bold enough, an internally-created integration designed to handle a company’s specific B2B needs. Gaming studio Riot Games is a great example: they created their own AI-powered virtual customer assistant to swiftly answer their customers’ inquiries.

 

How Does a Flash Sale Looks Like?

It doesn’t have to be the core of the value proposition, but artificial scarcity and time urgency are incredibly powerful intermittent reinforcement mechanisms to maintain engagement and keep response rates high. Curated Experiences Remember, it’s not just about stuff. As with flash sales, members will show up more often for one-off “exclusive” experiences — all pivoting around selected lifestyle theme(s) — that take them out of their ordinary lives and make them feel special. For example, DailyLook is doing this incredibly well with hashtag #dailylook on instagram + twitter.

We see the concept of flash sales and you’ll know why many companies are using it and how it actually works. Let’s say that you’re hungry and you’re going to a restaurant. You’ll look at the menu and will order only the things you know mostly and will have. Then one day, the restaurant is advertising that there is going to be “Chef’s spl food” for the season.

Some xyz will be food prepared and served only between 7-10pm, on a specific date. They’ll tell it’s surprising, delicious, organic etc characteristics.. It will have limited slots and hence, advance booking will be required and it might open in couple of days from the day it is advertised. By seeing the advertisement, you’ll be tempted to know what’s so spl in it and why is it available only in limited quantities and only at a specific time alone. You’ll get the urge that you should definitely know why and want to try out somehow. You’ll try to go but it would have got over or you couldn’t get it reserved. The curiosity and urge will increase. They’ll again do for the next season. This time you’ll be determined to somehow try it out. Then there are chances where you could have missed it again. The cycle will continue and by chance, somehow you manage to get booked and taste it.. When it happens, you’ll be like you got something which others tried and couldn’t get it.. So you’ll be proud and happy about it. You’ll start boasting about it and this acts as word of mouth publicity for them. Its very powerful and nothing can beat it. Now let’s consider the current situation.

E-Commerce business is booming, Traffic is increasing day by day.. Who are these buyers? Tech savvy and educated customers.. When they publish flash sales with good specifications etc, at lower price (Chinese products). That too advanced registration and limited stock, you’ll try to get it.. But wantedly they won’t sell more units. From the registrations, they’ll try to estimate the demand for their products and ship but less than that.

They artificially create a hype that so many products sold in a minute or so and stocks are no longer available. Those who didn’t get will be disappointed and will try to buy from next flash sales. Word of mouth will spread.. Newspapers will advertise.. Create a greater hype.. These products are mostly targeted at the youths.. Particularly college students.. They need cheap and good specs.. They create this irresistible feeling and subliminal perception towards their products..

They’ll create an artificial necessity for it.. Thus ppl fall for it and the company gets good publicity while making huge profits. It’s latest marketing gimmicks played by their Marketing department!!! Some are lucky and some are wantedly made to feel missing out something which others get. Nobody likes that feel and people keep trying for it. This is being exploited by the firms through flash sales. Flash sale is a discount (or it could be a promotion too) offered by an e-commerce website for a limited period of time. It also works great for the inventories that are not being sold because of any reason. This is a good way to drive more and more traffic to your website. The e-merchants have to do a lot of things to make it happen including determining the goal of sale, integrating flash sale module, targeting the customer group, time frame etc. Once the everything is set, all you need to be available at the time of sale. Keep the sale is as simple as possible. Flash sale is only purposeful if they leave the customers with a positive impression of your store. Once everything is set, all you need to be available at the time of sale. You can also visit the Addon store to get this flash sale module.

Flash sales basically sell off surplus stock at lower prices than usual, but they only last for a certain amount of time, often only for one day. A lot of brands use them to sell end of season stock, or to generate interest in something new, or anything they want to increase exposure to. Occasionally some brands do this themselves, and advertise on their own websites, but most use specialist websites that only sell deeply discounted items. Some of the biggest are Gilt , Rue La La and HauteLook, although there are quite a few others. Flash sales (also called Deal of the day or one deal a day) is an ecommerce business model in which a website offers a single product for sale for a period of 24 to 36 hours. Potential customers register as members of the deal-a-day websites and receive online offers and invitations by email or social networks.

3 Major Tips to Increase Your Customer Loyalty

Though we are highly dependent on technology for efficiency, there are lots of areas where automated machines cannot answer all of our customers’ queries. Having one to one interactions with our customers makes it easy for both of us to understand each other better. Customers open up more when there is a human voice with an understanding tone on the other end rather than hearing the beep of a machine.

1, Rewards are the shortcut to customer loyalty. Customers love surprises and gifts in all forms. A personalized thank you card, access to a special event or increased loyalty points are some of the ways to show your gratitude towards customers for their business. Surely we could do much more than just marketing campaigns that send discount coupons to lure customers to impulse buying.

2, When we keep our promises, we show our customers that they are not taken for granted. Also, their respect for us grows with every commitment we meet. Customer loyalty automatically increases when customers remember us for our sincerity, instead of thinking of us for our inability to deliver on our promises.

3, While almost every company measures customer satisfaction via some kind of customer feedback, only a few brands are able to build customer loyalty. The problem with satisfied customers is that they are not necessarily loyal! A customer could be very satisfied with your product or service, but would nevertheless move on to another provider for a better price. Brands like Starbucks, Apple and Harley Davidson are testimony to the fact that a differentiated customer experience could go a long way in building customer loyalty.

In the end, If you want loyal customers, amazing customer service is a must. A customer evaluates every interaction he or she has with your staff and makes a judgment call about your service. Loyal customers keep your revenue flowing. In fact, loyal customers spend 67 percent more than occasional customers, which is why focusing on repeat business is a necessity.

 

Business Etiquette Create Win-Win Situation

When sourcing from China, business etiquette is always an issue to be considered.
We need always remember that it is very important to keep motivating our China’s business partner. There are no permanent friends, but permanent interests. Let them know that they will get their profits during your business will help your business a lot. You should make sure that you have got a win-win partnership in every of your cooperation.

Don’t judge a supplier by what you see on the surface. Talk to the people in charge and visit the factory to see the situation firsthand. Most importantly, be sure to carry out an audit of any factory before committing to buying.

The key to the negotiations is not to let your opponent feel desperate, but use the time to lock the reserve price. The approach of “To wait at Plaza” ensure that you get a better deal. Find a good supplier and establish a long-term relationship. Focus on finding suppliers for the more costly and important components first, and consider using a trading company or vendor for those less important or inexpensive parts. Work with your supplier to improve over time, and help them to meet or exceed your expectations.

Good business etiquette is the recipe for advancing your career. In the business world, people with good etiquette are rewarded for their professional and polite skills. For example, an employee who arrives at a meeting on time (or early) and is ready to take notes has a better chance of impressing his supervisor than the employee who shows up to the meeting late, and forgets to bring a pen. Those who exemplify good business etiquette are proving that they respect their position, job, coworkers and take their performance seriously. As such, these individuals win promotions and get ahead in their careers.

Keeping good business etiquette is still the reality for a great number of buyers in China, but always stay vigilant and keep a long-term view. Follow these tips and you’ll find yourself reaping the rewards of sourcing in China!

Things to Consider Before You Choose an E-commerce Platform

Whether you are an ecommerce manager working for a large retail company or the owner of a downtown boutique, once you decide to launch (or migrate to) a new ecommerce store, you face the question:

Which ecommerce platform should I choose?

Here’s some help for you. This guide will summarize and cover the main points, as simply as possible, on which you can make your decision.

Also, you will learn about the main features and characteristics of the 5 most popular ecommerce platforms so you’ll see which may suit your needs the best.
We have mercilessly narrowed this plethora of options down to 5 platforms that we believe would serve the needs of the great majority of e-tailers.

If you have extremely special requirements, you still have the option to have your own online store developed from scratch, but that, of course, is a different story.

These 5 platforms are the following:

Magento
Shopify
WooCommerce
PrestaShop
BigCommerce

All together, for these 5 platforms, there is a plethora of different core features, add-ons, extensions, and apps. Many of them perform the same or similar functions, some are more developed and user friendly than others.

As you can see, there are lots of aspects you need to consider before choosing an ecommerce platform.

But the most important is your own business objectives and needs. The more precisely you can define them, the better and easier you can make your choice.

E-commerce Future Development Trend

In the future, below development trend is what business owner of cross-border e-commerce shall keep in mind:

1. Technology is always a big trend.
2. The original digital native has become the main force of consumption.
3. Conversational business, voice assistant helps to upgrade our shopping experience.
4. Capital operation starts entering to cross-border e-commerce.
5. Branding is the key to establish loyalty.
6. Develop and promote traditional products with Internet thinking.
7. Sellers in China are beginning to become global suppliers.
8. Compliance operation will always be the main theme.
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Cross-Border E-commerce Taking up More Share of Traditional Trade.

In regard to the sales channels, cross-border e-commerce platforms and cross-border logistics distribution are the key to the development of cross-border e-commerce.

Amazon,eBay,AliExpress and Wish are the main export channels for China’s cross-border e-commerce to go overseas. Focus on the improvement of the customer experience, cross-border e-commerce platform will promote borderless interaction, borderless data resource sharing and borderless innovation. These platforms encourage enterprises to make innovation on products and services, and with innovative business model to establish global brand positioning, and to promote a more equal and GSP global trade, speeding up the operation process of enterprise globalization, and change the globalization operation mode of the enterprise, formed a more virtual and digital network structure, which is more flexible, agile, and low operating costs.

After years of development of China’s cross-border e-commerce exporting industry, especially after the explosive growth in 2010. Now it has formed a huge market size. According to the ‘2016 China E-commerce Market Data Monitoring Report”, China’s cross-border e-commerce transactions in 2016 reached 6.7 trillion yuan, an increase of 24% over the previous year. Among them, the cross-border e-commerce exporting volume is 5.5 trillion yuan.

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Report shows, impacted by the rising labor costs, China’s traditional trade export growth has been slowing down in recent years.
Our products are mainly exporting to the market of the United States, Japan, European Union, the association of south-east Asian nations (ASEAN) , which are also has seen volume fallen, these countries and regions are also the main markets of China’s cross-border export e-commerce, and the growth rate is considerable.Compared with traditional trade, the core competitiveness of cross-border e-commerce export is efficiency, which comes from the reduction of trade intermediate links.

Seasonal Hot Seller Trend

1, Travel goods

Over the past two decades, with the development of globalization and technology, consumers have changed their ways, causes and destination to travel.Therefore,there are some smart travel products are hot on online shopping, including intelligent luggage fingerprint lock, portable USB charging backpack, blue-tooth positioning trackers, luggage scale, etc., in addition smart voice assistant can help consumers check airline tickets, destination weather, manage to-do lists, call cars, and so on.

2, Outdoor household and kitchen ware
People enjoy outdoor activity as they used to be. They eat, drink and talk to family and friends.
so, Barbecue products, solar powered products are getting hot recently. Disposable barbecue tools and plastic chairs are quickly replaced by technologically advanced outdoor cooking utensils and outdoor furniture. Hot predicted trends are the GoSun stove, the barrow fire pit. Our life is getting more and more environmental friendly.

What Would Your Expect on Cross-border E-commerce in the Future

Faster speed
Consumers used to be patient about getting their goods, but that’s not the case anymore. This will not be waited until the future, but will be better asap. Peoples want faster and faster delivery speed, it will be good if there are companies provide same-day deliveries, that is what we call lighting speed. We have seen Amazon same day drone service 2016, and this brings the awareness of faster delivery, Consumers will demand this service as a way of distinguishing between buying from one company or another, putting more pressure on companies to offer these same-day deliveries just to keep up with their competitors.

Content-drive
Ecommerce marketing will consistent of aggressive content marketing campaigns. Providing engaging content on brands’ websites, as well as on social media, will be a dominant force behind marketing. This is especially true of video marketing as it surges in popularity. Social influencer programs will also continue to grow, with brands paying influencers to use and spread the word about their products.

the Internet of Things
IoT (the Internet of Things) starts taking a stance in eCommerce, specifically using beacon technology as a tool to reach your customers when they are not IN your store, or on your website. This means you can reach to your customers wherever they are. Everything is connected.This will also change and improve the marketing landscape for retailers in the coming years.
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Exporting E-commerce Should Be Considered as the Main Body of E-commerce

As we know, E-commerce contains importing e-commerce and exporting e-commerce, while recently people mainly talk about importing e-commerce, but seldom think about selling our products to the other countries. And also, the logistics service provider as well.
With the rapid development of e-commerce, supporting service is well developed as well. ChinaDivision gains great development under this background.

1, Exporting e-commerce market share is getting bigger.
According to the , first half year of 2017, China E-commerce trading scale reached to 3.6 trillion, with a 30.7% year-on-year growth rate, including exporting e-commerce 2.75 trillion(81.5%), and importing e-commerce 0.8624 billion.(18.5%). and it is believed that total e-commerce trading scale will reach to 6.8 trillion.
2, Made in China is not the same as it was before.
In many people’s eyes, the low-end image of domestic goods may be the biggest problem for exporting e-commerce.However, the rapid growth of export e-commerce has a lot to do with the quality change of products made in China.
3, Policy-driven is always the fundamental guarantee.
Beside the “Belt?and Road” Initiative and industrial structural transformation, exporting e-commerce also bears a mission of balancing the international trade and adjusting the foreign exchange reserves. Therefore, government also spare no effort to support the development of E-commerce.

As an professional B2B order fulfillment and logistics service provider.
You can trust us:
Store, Pack and Ship directly from China, to better extend your business. We are your ideal choice. ChinaDivision.com is a leading service provider of China drop shipping, warehouse fulfillment, supply chain management and global shipping from China. With FREE warehousing for 90 days, state of the art warehouse management system, FREE API & plugins, we are confident to expand your business to new territories. We also provide customized value-added services including assembly, customized package and business inserts. If your manufacturer is in China, why not partner with us, ship directly from China and cut your cost?