Have you ever been in this situation? You visit a company seeking to buy bulk products for resale purposes. Upon arriving, you meet with a gatekeeper who takes you through tough question sessions. Then, he hands you over to a rude and arrogant secretary. Did you proceed to purchase the products? Probably, you did not. This scenario can happen to you in the online platform. You subscribe to B2B e-commerce platform, but during a crisis or when a problem arises, you come into contact with rude and unreliable support providers. If you want to succeed in the online arena, prioritizing customer support is crucial. Here is why:
Prevent you from losing sales
Imagine you are negotiating with a potential client, in the middle of your conversation, your site goes down. Trying to reach out to the support team, no one is available on live chat. Your emails are not receiving a response. You try reaching them through a phone call. Despite your trials, nothing seems to work. A day passes. Two, three, and now a week is over, and the problem is yet to find a solution.
During the period, you lose your current customers. When you are finally back online and try reaching out to the customer your having a negotiation with, it becomes difficult to convince them. To them, you are unreliable or ingenuine. Through this, you lose sales, and your business closes down eventually. Paying attention to customer support can help you avoid such instances and prevent you from losing sales.
Make your business to be reliable
The customer support you get from your B2B e-commerce platform is the backbone of defining your reliability. A site that goes down regularly and takes forever to come back is unreliable. For you to be reliable, you must be available every time a customer needs you. If the customer is planning to purchase your products at midnight, early morning or midday, your site must be convenient for them. As such, when your site suffers a downtime, the hosting provider must be available to help you to solve the issue instantly. So, always prioritize customer support.
Basic for relationship development
Businesses are relationship entities. To build a strong relationship with your customers and vendors, you must be available when they need you. As such, if your B2B e-commerce platform has poor support services, it means your site will be unavailable on a regular basis. This aspect will limit your relationship development.