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15 Ways to Improve your Shopify B2B customer experience

Many Shopify businesses often think that the best way to impress customers is through the quality of their products. While this may be true to some extent, it will not cut it in today's world. Customers today want more than ever before – they're looking for an experience beyond just your products.

If you don't offer a unique customer experience, they will be intolerant, and we don't want that, right?

Shopify B2B companies must provide clients with a personalized, engaging, consistent, and seamless experience. These best practices will help you build long-lasting relations with your clientele by focusing on the overall experience.

Why customer experience in B2B is important

It should be obvious that customer experience is vital to your organization. Why? Customer service is crucial to customer retention, which may affect your bottom line.

"Customer experience" refers to all your customer's experiences with your company, from the minute they learn about you until they forget about you. These encounters include the products and services you provide, how you treat your consumers, how readily and efficiently you can handle their problems, and much more. This includes how fast and professionally you react to clients' voicemails.

Every customer encounter influences how they regard your organization and whether they do business with you again. How you treat them might affect whether they recommend your company to others. You need to make sure every encounter is positive; else, it might affect who buys from you in the future.

  1. Have a simple, easy-to-navigate site design.

Your B2B eCommerce website should be simple to use, so customers never get lost or have to deal with customer support. For example, it should be intuitive and easy to use when they make purchase orders or look for products.

Make sure your website is mobile-friendly. Responsive design is crucial since it is optimized for mobile devices like smartphones and tablets. Users can effortlessly access your eCommerce business from any device of their choice. This also enhances the likelihood of greater contact with mobile consumers, who account for more than half of all online sales.

Improve the usability of your website and e-commerce store. You want to ensure that all pages load quickly so that customers aren't frustrated while browsing products or shopping cart options; this may require optimizing images before uploading them to your site or using an image compression program like TinyPNG.

  1. Offer unique, personalized experiences.

Customer personalization is important because customers desire a one-of-a-kind experience. They are looking for a sense of exclusivity.

Personalization is critical to providing a great B2B customer experience; it allows you to become more acquainted with your users' tastes and offer better content for them.

To begin personalizing the user experience, collect user information from your website or app using forms that ask what content they want to receive and see (e.g., product reviews and recommendations) and how frequently they want to get it (e.g., weekly).

You may also get this information by running A/B tests on different email messages tailored to different personas depending on the things they've purchased or interacted with the most frequently over time. This way, you'll know which emails are good at generating interest in other products!

  1. Make sure that your site looks professional.

You first need to ensure that your eCommerce B2B site has a professional look and feel because people judge your business by how it looks.

If you want to create a good impression, make sure that the design of your website portrays professionalism, conveys the message that your company produces high-quality products or services, and presents an image of trustworthiness.

Make sure all copy on your website has been proofread for grammar and spelling errors before publishing it online (unless you want potential customers to think badly of you). The best way to do this is using Microsoft Word spell-checking tool or Grammarly – both free tools available online, which can save time checking content without having someone else proofread everything manually.

Make sure support is available for your customers.

The support team is there to ensure you have an enjoyable experience with your purchase, and customers must know how and when they can reach them. Also, make sure that you:

  • Provide clear contact information.

Make sure your customers know how to get in touch with you through email or phone calls if needed. If you have contact forms on your website, include the directions on how they should be filled out so that the customer doesn’t waste time trying to figure it out themselves or sending multiple messages because one wasn’t quite right.

  • Provide clear instructions on using support services. 

If there is no customer support ready to engage with the customer, provide easy-to-follow instructions that they can access whenever they have any problems or queries. Make sure that you have tested these instructions. Fine-tune any steps that need more clarification and add footnotes for any technical jargon.

Build an engaging product showcase that displays what makes each item unique in your company's line of products.

A product showcase is one of the most powerful ways to show off the unique features of your product line. A product showcase can take many forms—a blog post, video, or product video.

Your goal should be to make it engaging and interesting for visitors unfamiliar with your products and easy to navigate so that users get the information they need without having to hunt through too much text or videos.

It’s also important to ensure your main site has links to relevant content on other platforms like YouTube (or whatever platform you decide on).

Your visitors will want to see a social proof example of the item they've selected from the product page they're on.

As you know, your site visitors are on a mission. They're ready to snag an item that will meet their needs and check it off their to-do list. The last thing they want is for some other site visitor's experience to ruin their own.

To make sure this doesn't happen, showcase a few examples of the product or service in action. This can come in the form of:

  • Showcasing photos of other customers who have purchased the same product or service like the one being viewed by your current visitor (and showing how happy they look). You can even create entire galleries on your product pages showcasing customers who have purchased similar products or services. This creates social proof for prospective buyers—they'll see that others have had great experiences with this company and its products/services as well!
  • Showcasing customer reviews and testimonials from satisfied customers. These are perfect ways to build trust between you and prospective buyers!

Be clear on your refund policy and offer fast, easy, and friendly returns.

It's important to be clear on your refund policy and offer fast, easy, and friendly returns. Your customers need to know if they can get their money back when they're unsatisfied with their purchase.

Make it easy for them by offering free returns and refunds, perhaps with a prepaid shipping label that you provide. Also, make sure the return process is simple—in fact, build ease into every step of the eCommerce B2B customer experience as much as possible. The easier it is for someone to take advantage of your product or service (or read your blog), the more likely he'll stick around for more business in the future.

Offer quick order processing and delivery.

When a customer orders from you, the person on the other end of the transaction becomes one of your most important customers. Your buyers want to know your product is reliable and coming fast.

To do this, deliver as quickly as possible.

You can do this by offering several delivery alternatives for customers remote from your warehouse or store (e.g., free shipping on orders above $100) and by setting up regional warehouses as needed (particularly if you have partners in other countries).

You can do this by offering several delivery alternatives for customers remote from your warehouse or store (e.g., free shipping on orders above $100) and by setting up regional warehouses as needed (particularly if you have partners in other countries).

Ensure that orders are sent out swiftly.

There should be no delays in putting products into clients' hands, whether they order online or pick them up in person.

This can assist develop confidence in clients who are apprehensive about making major purchases online because they don't know when they'll receive their goods.

Speed is also important since it builds buyer/seller trust.

Rushing through the procedure might affect both parties. The buyer/seller relationship suffers from a lack of communication and understanding of each other's expectations in the process flow, while the seller loses money as no longer needed product sells out faster than expected.

Monitoring stock levels implies understanding how much to order in advance to avoid distribution delays.

Being enthusiastic about satisfying customers and making them feel valued

Being enthusiastic about satisfying customers and making them feel valued is important. You can start by being positive and friendly when they call or email your company. Then you should solve their problems to make them feel like they are being heard and understood. Finally, offer some incentives for the customer so they will continue purchasing from you in the future.

The best way to show enthusiasm for customer service is through your tone of voice (or writing). This can be difficult if you’re not used to it, but once you get into a groove, it will become second nature!

For example: “Hello there! How may I help? Great! We like helping people here at [COMPANY].” 

In this example, we are happy and enthusiastic about answering questions on behalf of our clientele (which includes both B2B clients and individual consumers).

Take care of your B2B customer after-sales.

Once the order is complete and you've got your customer's money, it may be tempting to move on to the next task. But taking care of your B2B customers after sales can make a huge difference in their satisfaction—and, by extension, retention.

Follow up with customers to make sure they are satisfied with their purchase and that they were taken care of even after their orders were placed. Ask them for feedback on how your product or service met (or did not meet) expectations; this information can help you improve future products and services to increase sales over time.

Make sure customers feel valued by providing support throughout every stage of the buying process—from initial inquiry to delivery of goods or services purchased from you online.

Be proactive. Resolve issues before the customer feels the pain.

Customers don't just expect you to be there when they have a problem—they want you to anticipate their issues before they have them. This means that instead of waiting for a customer to complain about problems with your product or service, your team should proactively reach out first and resolve any potential issues before the customer feels the pain.

You don't need to be psychic; it's okay if some things slip through the cracks. But by working together as a team, you can build up an extensive knowledge base of what common questions are asked and how those questions are answered: how do we ship internationally? Can we pay by check? What's our return policy?

Once you start documenting these questions and answers in an internal knowledge base, everyone on your team will know exactly where to look whenever they get confused about something related to one of your products or services. As such, everyone can take ownership over-improving customer service efficiency by handling customer inquiries more quickly than ever before.

Delivering a great B2B CX means providing a consistent experience at every touchpoint. 

When you think of customer experience, you might picture a happy customer interacting with your brand. But in reality, it's more than just a single interaction.

Customer experience is the sum of all interactions between your company and its customers—and that can include everything from how they interact with your website to the phone call they make to book an appointment or the email they send asking for help.

A strong B2B CX means providing a consistent experience across all touchpoints so that customers feel that their inquiries are being addressed across channels.

It also gives them the confidence that their concerns are being resolved in real-time by someone who understands precisely what they need from one instant to the next.

When communicating with customers, whatever channel you use, transparency is key. 

When communicating with customers, whatever channel you use, transparency is key. The first order of business should be to avoid jargon and use plain language that's easy to understand.

Focus on a conversational tone as much as possible—you want your customer service team to feel like they're talking directly to the customer rather than reading from a script or answering a survey (even if it's automated).

Positive words will go much further than negative ones—for example, instead of saying "I'm sorry we didn't ship your order on time," try "We're so sorry our logistics department missed their deadline."

This type of phrasing helps emphasize what went wrong so that customers know exactly where you failed them instead of leaving them wondering if something else was responsible for their delay.

When apologizing for any delays in shipping, always follow up with an explanation so customers can see you're making an honest effort toward improvement rather than simply shifting blame onto another party (or parties).

Be clear and concise when explaining how certain terms work. Don't leave anything out just because it sounds like common knowledge!

For example: "Please keep in mind that all sales are final unless otherwise noted."

Your goal here is not only clarity but also brevity; no one wants lengthy explanations about why something isn't possible when clear rules are preventing them from making exceptions anyway! If there's any confusion about anything related

Add a personal touch.

A personal touch is the best way to show customers that you care about them. Customers appreciate it when they feel like they're being treated like a person, not just another number.

Here are some ways to add a personal touch to your eCommerce B2B customer experience:

  • Use a personal greeting and signature line at the top of emails. For example, "Hi [name], hope you're having a great day." Your receptionist probably knows exactly who each customer is; why not use their name in all correspondence? This simple step can make all the difference in making your business feel more connected and personable.
  • Use a personal email address instead of your company's main email address when responding to inquiries from potential clients or partners. It makes it easier for recipients (and especially potential new clients) to remember who they were talking with if they have something specific attached to the end of their inquiry!
  • Give out your phone number so people can reach out if needed rather than waiting for an email response which could take days/weeks depending on how busy everyone else is around there too!

You can improve your eCommerce B2B customer experience by having a strong product that sells itself and providing excellent customer service.

If you’re selling online, you need a great product that customers love and understand. If you don’t have this, it doesn’t matter how hard you try—you won't be able to fix the rest of your company's problems by throwing money at them.

The second way is to provide excellent customer service. This is the second most important thing in improving your eCommerce B2B customer experience.

Product quality and customer service should be equally important when improving your eCommerce B2B customer experience, since they both determine how happy customers will be with their entire buying experiences with your brand or organization.


We hope these tips will help you provide a better customer experience. We strive to elevate the B2B customer experience at every touchpoint and we would love to talk about strategies for boosting your own CX. Ultimately, we all must work together to help build a better business environment and improve the overall quality of life.

Are you ready to start your own website? Want to give your Shopify store a facelift? We'd be happy to work with you! Please contact us at 713-805-5888, email us at [email protected], or leave us a message here.


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