Become Amazon in your space

The purchase journey

Imagine you are a customer looking to buy a thermostat. You know of the manufacturer Warmup and have some idea of the specs (open temperature, close temperature, etc.). You need the B2B commerce site to help you make the right purchase with all necessary attributes of the thermostat.

Search is not ideal for such an experience. Consider a smart chatbot (Chatbot 2.0), which is capable of having a sophisticated conversation leveraging all your relevant reference data — in databases, HTML/PDF/Word docs, and applications like SAP and then performing mathematical computations in real time.

Detect buyer signals and remove any friction

During this conversation with the Chatbot, you can use AI to continuously detect buyer signals based on the nature of the conversation and even understand the customer’s sentiment. Based on these — if at any time you sense the customer is not happy, confused or ready to buy — offer to transfer to a live agent, especially if it is a pricey product. Again, AI can help.

And, have all the necessary information that the customer may need so they don’t leave the discussion for later. Provide information on features, information on configuration/ installation, return policy, warranty, compliance, promotions, and more.

If they leave the chatbot to look up this additional information, prompt them to bring them back. If they leave, send them an email inviting them to click on the provided link and re-engage.

Post-purchase

Once a customer has made a purchase, it is important to have their loyalty. The best way to do this is again with prompt service; provide the customer any information that can help them post purchase. Provide an easy path to getting the status of an order, cancel, change order, recommend additional items that are complementary, and keep them posted with new product announcements.

Keep them informed, keep them happy.