Digitalization has significantly changed purchasing behaviour in both the B2B and B2C sectors.
According to a study by Sana Commerce on B2B purchasing in digital commerce, more than half of the study participants regularly use web stores to place orders. Two years ago, the figure was only 28%.
While 60% of products were purchased online in 2019, this figure has now risen to 75%. While in the past only products that did not require a great deal of information were sold online, changes can also be seen here. Nowadays, all types of products can be purchased online.
As a result, there is greater competition and pressure on companies to make all products available online.
At the same time, however, shopping must be made easy. 82 percent of repeat purchases are made online. It is therefore expected that information on previous purchases will be provided and that a purchase can be completed in just a few clicks.
Sales requirements are becoming increasingly complex and demanding. The Sana Commerce survey shows: Only 50% of e-commerce websites fulfill this requirement!
But what are the most common problem areas?
– Problems with delivery and tracking
– Product features are not clearly visible
– Payment processes often do not work smoothly
– Re-ordering is too complex and complicated
– Poor access to order history
– Errors and cancellations during the order process
– Too many clicks to reach the destination
This means that the user experience is poor and the customer does not come back.
37% of shoppers experience problems with their orders every week. If we equate this with the value of annual online orders, this affects around 1.5 million euros per company.
So that’s a considerable sum. Do you find out at an early stage or at all if there are problems with the ordering process? How quickly can you react?
We analyze your process and help you turn the customer journey into an experience for your customers.