You found your niche in the lucrative (albeit lackluster) world of B2B e-commerce. It’s been great. Your clients don’t need anything fancy, you say. You can hum along with a website that walked right out of 2008 and it doesn’t matter. Because really, your customers aren’t here to shop (not in the traditional, show-me-something-pretty way). They just want to buy what they need and get back to work.
But here’s the thing: If you aren’t making it lightning fast and super simple for your customers to find and buy what they want, somebody else will. Somebody named Amazon. As Amazon launches “Amazon Business,” B2B sites would be wise to step up their game. Here’s how to get started:
- Start with search. Compared to non-searchers, searchers have an 11% higher average order value and a 2.7 times greater conversion rate, so it’s important and revenue-boosting to listen to what they say. Site search is key. If people quickly move from search to navigation or leave your site altogether, your site search isn’t doing its job. Good site search delivers relevant results fast.
- Showcase your expertise. You’ve created a virtual library of case studies, blogs, consumer guides and videos – all with the hope of educating and converting your prospects into customers. But can they find any of it? Andersen Windows is a good example of how to deliver search results with a wow factor. Type “French doors” in the search box, and you’ll get products along with support information, technical documents, photos and videos. Using SLI Learning SearchTM, Andersen Windows makes all of its non-product information incredibly easy to find.
- Be open to possibilities. At Spectrum Chemical, the search box invites users to input “Product Name, Catalog Number, Manufacturer, CAS #” – a confidence-boosting move that makes users feel they can’t go wrong. Smart search will allow you to create appropriate synonyms and tune your results so that visitors find what they are looking for, even if they type it in slightly different ways. Technical specifications and measurements are a great example. For instance, if someone typed 2.5, 2 ½ or 2-1/2, you’d want them to get the right results. In addition, features like SLI Rich Auto CompleteTM help people know they are on the right track by showing results as soon as they begin typing.
Remember, your search box is where your customers tell you exactly what they want in their own words. Advanced site search will give you the ability to easily pull reports and spot trends, like your site’s top search phrases and those ending in “no results.” Use this data to tailor your merchandising efforts and make it easier for visitors to find what they want to buy. Because being B2B is no longer an excuse for not delivering the very best to your customers.