B2C Portal Development: The Ultimate Guide (Challenges, Features, and Advantages)

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B2C Portal Development The Ultimate Guide
(Challenges, Features, and Advantages)
Are you starting a B2C business in 2021? You
need a digital presence. The B2C market is
expected to reach 4.01 trillion in 2021. You
cant expect to reach this demand if you dont
have a B2C portal to handle your business
operations and customers.
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In todays world of instant solutions and fast
foods, customers want instant answers. B2C
businesses need to adapt to this changing
customer demand and behavior. They need to bring
in self-service for customers to handle their
activities. After all, thats what 89 of the US
customers expect from businesses. With B2C
portal development, businesses can increase
pro?ts and drive growth. Though B2C portals are
not limited to customer support, they can
enhance customer experience with streamlined
management. Lets see how B2C portal development
can set up businesses for long-term
success. B2C Model Overview B2C stands for
business to customer. A B2C business sells
products or services directly to the
customersfor example, an online storefront, a
pet sitting business, a gourmet pet food
business, etc. A B2C model eliminates the
middleman and connects sellers and buyers
directly by allowing businesses to develop their
storefronts or sell via different mediums.
Amazon, Walmart, and eBay are known to follow
the B2C model.
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So, if your customer is the end-user, you run a
B2C business. Its a hybrid model if you sell to
both customers and businesses. Challenges in B2C
B2C businesses have a huge potential in niche and
local fragmentation. However, looking at the
customers demand, the convenience of online
shopping, and instant support, its dif?cult for
you to hold the ground. As a B2C business owner,
you need to face many challenges to keep up with
the high customer demands. A few of those
include
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Consumer Traf?c If Google doesnt know your name,
your customers dont. SEO is an essential part
of your business. Its the guide that helps your
customers reach you and vice versa. As a B2C
business, you need to ensure that your website is
optimized to attract traf?c. UI and UX are the
factors that distinguish you from your
competitors. Managing it all is challenging as
new trends come up often, and you have to stay
updated all the time. Payment Processing Along
with online shopping, customers prefer digital
payment methods. They like it more if there are
multiple options like debit and credit cards,
bank transfers, e-wallets, cryptocurrencies, pay
later, etc. However, most of them are hesitant
to submit their payment details to the website
due to security concerns. So, B2C businesses
have to ensure that they offer multiple payment
options with SSL encryption, PCI compliance, and
other trust marks to increase customer
credibility. Customer Support Digitalization has
reduced our patience level. Now, everyone wants
instant solutions to their problems. As a B2C
business owner, it might be dif?cult to manage
all the customers at
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one time. Say you have to attend 20 calls and
provide solutions to each one of them.
Sometimes, you have to put one or two customers
on hold, which creates a negative impact. It
also affects your support teams productivity.
How can you handle it all!? Customer
Experience Customer experience depends on how
customers feel from the moment they land on your
website to the purchase and post-purchase stage.
The cost of acquiring a new customer is ten
times that of retaining an existing one. But lack
of strategies and tools makes it dif?cult to
hold the existing customer for a long time. For
example, if customers ?nd it dif?cult to return
the purchased product or are unsatis?ed with the
service, they will likely abandon
you. Considering the pace at which technology is
advancing, providing customers with the support
they seek with manual approaches is
tricky. Order Ful?llment How do you feel when
you undergo an entire order purchase process
only to ?nd the out of stock message at the
checkout or after placing an order? It upsets
you. You think only if they could have
mentioned Out of Stock at the ?rst stage, I
would have ordered it from another store by
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now. B2C businesses have to ensure that they
ful?ll all the customer requirements and if the
order is unavailable, its mentioned Sold out.
When its back in stock, notifying the customers
about the same is crucial. You cant keep doing
that manually, and to and fro between systems is
daunting. Product Search Whats the use of
having an attractive website and dozens of
products if customers cant ?nd what they are
looking for? The convenience of online search
and smooth navigation is the crucial component
of customer satisfaction. However, most B2C
businesses fail to provide customers with
advanced search and ?lter options to ?nd the
products quickly. Apart from these common
challenges, B2C businesses have to look after
all the business operations while managing
customers, which can be overwhelming. Hence, B2C
portal development provides customers and
businesses with authorized access to relevant
data. Both can manage their activities without
relying on others for support. Customers, for
example, can view their orders, make purchases,
and ?nd solutions to their problems using a
knowledge base without asking the support team
for help.
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Businesses can streamline their entire operations
by giving limited CRM access to everyone
included. Heres how it helps. Business
Objectives of B2C Portal Development
B2C portal development, generally known as a
customer portal, offers a customer-centric
approach to increase customer engagement. Here
are how B2C portal development ful?lls the
purpose Central Access A B2C portal brings
customers, employees, clients, and other
business entities under one roof. Everyone can
log in to their space and access the required
information based on
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their roles. The auto-sync between the CRM and
the portal makes it easy to carry out
administrative activities. The centralization
makes operation management ef?cient. For
example, the support team doesnt have to go to
and fro between CRM and portal to view tickets
and customer details. They can view everything
directly from the portal. Any changes made in
the portal will re?ect directly in the
CRM. Personalized Content B2C portal development
provides personalized access to particular
users. You can add personalized content for
target user groups (e.g., clients, customers, and
employees) at speci?c security levels. Restrict
the access to training videos for customers and
clients. Suppose a speci?c support team focuses
on the product return process, and you want to
equip them with training videos. In that case,
you can provide only that particular group with
access to training materials. Active User
Interaction B2C businesses can increase customer
engagement by creating community forums. The
community forums will allow customers to discuss
solutions, troubleshooting steps, share
feedback, ideas, and suggestions. The support team
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can actively participate in the discussions and
take into account the customer issues. In short,
B2C portal development helps increase
involvement, engagement, and empowerment. Securit
y Bene?t As an admin, you can fully control the
portal access, including who can view what. You
can decide which employees to provide authorized
access to which data of the business. The secure
access to each and every employee and customer
based on their roles will help you keep business
secure. Work?ow Automation B2C portals reduce
the load on your customer support team. Your
staff doesnt have to handle the redundant
queries manually. The B2C portal development will
enable your customers to generate their tickets,
?nd solutions to their problems with the
knowledge base and community support. The
support team, on the contrary, can communicate,
share, and update data directly on the portal
for everyone to see. This will help them focus on
addressing complicated queries instead of
repetitive tasks. Multi-Channel Capabilities
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Customers, employees, and others can access the
portal through any digital device from anywhere.
It ensures they enjoy the immersive experience
across all platforms. These are a few of the
fundamental customer self-service elements of
B2C portal development. A few tips that you
shouldnt overlook while undergoing development
are mentioned below. Keep reading! Tips to
Develop a B2C Portal
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Implement self-service as tech-savvy customers
would prefer to use self-service portals rather
than call customer support. Build a
customer-friendly center by implementing the
tips below Provide One-Click Login
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Allow portal users to log in using their social
accounts. Make it as easy as possible for your
customers to register and access the
self-service portal. Create Right Content Your
B2C portal is useful only when it provides
customers with the required answers. So, include
FAQs, a knowledge base with detailed
information, community bulletin boards, and
videos with step-by-step instructions to solve
problems. Identify the content type, use the
service calls, tickets, and dig in the community
forum. Make your Knowledge Base Up-to-Date Keep
improving your knowledge base. Allow your
customers to rate the content and identify which
articles need updating. Track the changes in the
service pointsplan periodic reviews of your
content. Make Portal Easy to Navigate Make sure
its easy for customers to ?nd the information
they are looking for. Include search bar and
advanced ?lter options. Ensure that every
article/product is appropriately labeled and
tagged. This will help portal users to search for
content easily.
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Also, add a contact form at the footer of the B2C
portal for users to contact you. If the user
cant ?nd a speci?c piece of content, they can
request help. Optimize it for all Devices 72 of
customers prefer self-service, and they are
likely to hit the smartphone screens for portal
access. Hence, your B2C portal should be
responsive. It means no matter what the size of
the screen is, the content should ?t the screen
size. It should be standard for your website,
product interface, and B2C portal. Allow
Third-Party Integrations As the business expands
and new trends come in, you may need to
integrate various tools into your B2C portal.
Ensure that it provides a seamless experience
and integrates third-party tools like payment
methods, accounting solutions, invoicing tools,
and more. Choose Experienced B2C Portal
Development Company Look for a portal development
company with many years of experience in the
industry and 247 support. Ask for
recommendations. View their client testimonials,
work portfolio, ratings, and reviews, etc. If
possible, talk to their
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past clients and ask how satisfactory the service
is. The B2C portal development cost should be
competitive too. Once youre done with the
research, talk to the development company, ask
about the services they offer, share your
requirements, and learn how they can help
you. Tip Ensure that the portal development
company offers design, development,
modernization, management, migration, SEO,
testing, maintenance, and everything else. It
will lessen your burden. At CRMJetty, we can
help you with a custom B2C portal development
that suits your business requirements. From
designing to development and post-launch support,
we provide it all. Tell Me More! Why Should
You Choose CRMJetty We help you develop a
feature-rich B2C customer portal that can help
your organization. For instance, with role-based
access, you can limit the users access. You can
de?ne the roles and what data those users can
access. With the products catalog and display
feature, you can display all your products to
the customers. Purchase and invoicing can help
you manage discounts, generate POs, payments, and
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more. With tickets and cases, you can get
insights into customers issues. Reports and
analytics can help you know what customers are
looking for in general. Similarly, lead
management, database management, con?guration
options, and many more features ensure that the
portal suits your business needs. Last but not
least, we also provide custom portal
development. Along with customizing your existing
portal with new features, we help you with a
custom B2C portal development from scratch,
depending on your industry and requirements. Get
suggestions for portal development, demos, inside
tips, and a lot more. Get in Touch!
Source https/ www.crmjetty.com/b2c-portal-develo
pment-guide /
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