E-commerce of industrial products has evolved significantly in the last decade, bringing a new dynamic to the technology and automation markets. If at the beginning of the digital age e-commerce was seen only as an alternative of convenience, Today it is the main pillar in the growth strategies of industries. The big question, however, goes beyond simply providing online solutions: how to provide a shopping experience that really adds value to the customer
According to the CX Trends 2024 Yearbook, 52% of respondents prefer to buy from brands that offer a good experience, while 27% partially agree. This means that more than three quarters of consumers value the experience as much as the product., making this a decisive factor in choosing where to buy
Unlike more traditional sectors, e-commerce of materials for industries involves some peculiarities. We're dealing with often complex items., as circuit breakers, Inverters and advanced solutions for energy management and automation. In this sense, These platforms need to offer much more than just commercial transactions.; they must provide a complete purchase journey, in which information, Personalization and support are key elements
When we talk about technological products, One of the biggest difficulties faced by customers is the lack of clarity about the specifications. Unlike fast-moving goods, as clothing or household appliances, Automation and energy solutions require a deeper technical understanding. This makes accessibility to information a determining point in the purchasing decision process. – And that's why it's the first item on the list.
It is essential to provide detailed technical descriptions, installation manuals and user guides directly on the product pages. Furthermore, tutorial videos and webinars are valuable resources to help customers understand the product and its practical applications. The customer needs to feel confident about what he is buying, with all the information at your disposal
Another key point in the digital transformation of companies is the full integration of service channels.. In the market for industrial goods, it is essential that the customer can move between different platforms – site, application or even telephone contact – without losing the continuity of your shopping journey
This experience, known as omnichannel, ensures that the customer has support wherever he is. Whether to resolve technical questions before finalizing a purchase or to resolve delivery-related issues, the service should be smooth and efficient at all points of contact
One of the great advantages of e-commerce is the ability to personalize the shopping journey. Artificial intelligence tools allow platforms to learn from customer behavior and offer more assertive recommendations. In e-commerce technology and automation, That could be a big differential., because it facilitates the discovery of complementary items or accessories specific to each need
It should be noted that personalization can also extend to content. Sending segmented newsletters and personalized notifications based on customer purchase history or interactions creates a close relationship, expanding the chances of loyalty
The delivery is, without a doubt, one of the biggest factors of satisfaction or frustration in e-commerce. In the case of technological products, which are often bulky or high value, efficiency and reliability of logistics become even more relevant
Investing in partnerships with quality logistics operators and offering realistic delivery times are essential measures to increase consumer confidence. Good e-commerce goes beyond the purchase; offer real-time tracking enables the customer to follow each step of the process, conveying greater security
Many companies may not pay attention to this detail, But technical support is just as or more important than the purchase itself.. The client needs to be assured that, when choosing to buy online, you will be protected in case of problems or doubts
The more e-commerce becomes relevant in the various industrial sectors, More needs to be done to improve the consumer experience. Companies that invest in their consumers' digital journey, by providing clear information, efficient technical support and agile logistics, are better positioned to attract customers. Of course, After-sales is the final stage to build loyalty.
