Amathrendi aphezulu we-Ecommerce ayi-7 we-B2B ka-2024

Ukufika kwengxoxo ye-GPT kubangele isiphithiphithi emhlabeni wezobuchwepheshe, futhi amabhizinisi kuzo zonke izindawo aphuthuma ukungena esenzweni. Kokubili ubungozi kanye nezinzuzo ezingaba khona zinkulu. 

Isimo sezulu ku-B2B ecommerce asihlukile. Ngakolunye uhlangothi, kukhona ukwanda kwentshisekelo emandleni e-AI kanye namanethiwekhi e-neural, kanti ngakolunye uhlangothi, kukhona ukwehla kwe-post-Covid ezitokisini zobuchwepheshe, okuholela ekudilizweni nasekuncishisweni kwesabelomali. 

Lokhu kushiye abathengi bengakhululekile, nezinhlolovo ezikhombisa umbono wokuthi ubuchwepheshe nokuqanjwa kwezinto kuyenzeka kubo kunokuba kudalelwe bona.

Njengabenzi bezinqumo nabanikazi bomkhiqizo, kungaba inselele ukunquma amasu angcono kakhulu nezinyathelo okufanele uzithathe. Yini okufanele ibe ukugxilwa kwayo nokubalulekile? 

Njengoba singena ku-2024, ake sihlole lokho okusohlelweni lwamanje futhi okuseqhulwini ezingxoxweni zokusiza ukuqondisa isu lonyaka ozayo.

Okuqukethwe:
Ukwenza kube ngokwakho okokuziphatha uma kuqhathaniswa nezinombolo ezingenalutho
I-Omnichannel CX vs i-CX engaphandle komgwaqo
Ukusimama vs ukugxeka
I-Social Commerce vs ezohwebo ezingaxhunyiwe ku-inthanethi
Ingxoxo ye-AI (chatbots) vs ukwesekwa kwevidiyo
Ubuqiniso vs ubuphakathi
Ubulula vs ukuxaka ngokweqile
Isiphetho sendaba

Ukwenza kube ngokwakho okokuziphatha uma kuqhathaniswa nezinombolo ezingenalutho

Ukwenza kube ngokwakho okuthuthukile kuyaqhubeka nokuba inkambiso evelele embonini ye-ecommerce ye-B2B. Ama-Tech giants afuna ukuqoqa idatha eningi ngangokunokwenzeka ukuze anikeze izincomo zesevisi ezenzelwe wena. 

Ingabe ukuqaphelile ukuthola izikhangiso eziqondiswe ngendlela eyinqaba ezinkundleni zokuxhumana ngezinto obuqeda ukuxoxa ngazo ngasese?

Nokho, ohulumeni bazama ukulawula lezi zifiso zobuchwepheshe ezikhulayo, kuyilapho abasebenzisi befuna ubumfihlo futhi bedelela ukuphathwa njengezinombolo.

Ukwenza kube ngokwakho kusho ukugada okuqhubekayo, njengokuba nomphenyi ozimele olandela zonke izinyathelo zakho. Amakhukhi angukubonakaliswa okukodwa kwalokhu. Ngesinye isikhathi, lo mseshi ozimele ngokuzumayo ugxumela ekhoneni njengomthengisi oyinqaba, ehayiza: “Psst, mnumzane, ngibheja ukuthi uzodinga lokhu.”

Okungcono noma okubi kakhulu, indlela yomuntu siqu-yonke into ibonakala izohlala lapha. Njengomnikazi wamasheya we-ecommerce we-B2B, kuyilungelo lakho ukulwela imikhuba yokuziphatha. Inselele iwukulinganisela izinzuzo zokuzizwisa okufanelana nawe nokuhlonipha ubumfihlo bozakwethu kanye nokuqinisekisa ukuba sobala ekuqoqweni kwedatha.

I-Omnichannel CX vs i-CX engaphandle komgwaqo

Ngokusho kwe-Zendesk, i-73% yabathengi ifuna ukukwazi ukuhamba ngaphandle komthungo phakathi kweziteshi ezihlukene zokuthengisa njengewebhu, iselula, esitolo, njll.

Njengoba kunezinketho eziningi ezitholakalayo, amanye amakhasimende angase alahleke noma akhungathekiswe ukungqubuzana ezindaweni ezihlukahlukene zokuthinta umkhiqizo. Banesineke esincane sokuphinda baqale uhambo lwabo lokuthenga kusukela ekuqaleni esiteshini ngasinye.

I-Omnichannel ihlose ukunciphisa lokhu kuphazamiseka nokunqamula umsindo. Umgomo uwukwenza uhambo lwekhasimende kusukela ekuqaleni kuye ekupheleni lube lula ngangokunokwenzeka, noma ngabe lizibandakanya kudivayisi eyodwa futhi liqede kwenye. Kufanele bagcine indawo yabo kunqubo yokuthenga futhi babe nedatha yabo exhunywe.

Ngaphezu kwalokho, i-omnichannelism ihlanganisa ukwabelana ngedatha yekhasimende phakathi kwamashaneli ukuze unike amandla izincomo ezenziwe zaba ngezakho kanye nezaziso kuwo wonke amadivayisi. Le ndlela ithuthukisa ulwazi lokuthenga ngokunikeza ukusebenzisana okungenazingxabano nokuzizwisa okuklanyelwe amakhasimende.

Indaba ende kafushane: "Wina uhambo, hhayi nje okwenziwayo."

Ukusimama vs ukugxeka

Ngemithelela ebonakalayo nephuthumayo yokushintsha kwesimo sezulu, amabhizinisi abhekene nengcindezi ekhulayo yokunciphisa ukukhishwa kwekhabhoni futhi asebenzise izinqubo ezihambisana nemvelo.

Amazwe athile kanye nezifundazwe zisebenzisa imithetho eqinile mayelana nokuncishiswa kwemfucuza kanye nokupakishwa okunesibopho, okufanele izinkampani ze-ecommerce zibambelele kukho.

Abathengi ngokwabo baya ngokuya bebeka phambili ukusimama lapho benza izinqumo zokuthenga. Balindele ukuthi amabhrendi azibophezele futhi asebenzele ekwehliseni indawo yawo yemvelo.

Ngokombono webhizinisi, ukwamukela ukusimama ngokuhamba kwesikhathi kungaholela ekongeni kwezindleko. Nakuba kungase kube nokutshalwa kwezimali kokuqala okudingekayo ukuze kusetshenziswe izinqubo ezizinzile, le mizamo ekugcineni ingaholela ezindlekweni zokusebenza eziphansi. 

Izinto ezifana nemithombo yamandla avuselelekayo, ukupakishwa okungagaywa kabusha, namanethiwekhi okusabalalisa asebenzayo ekugcineni zinciphisa izindleko zokusebenza.

Ngakho-ke njengoba imiphumela yesimo sezulu ikhula ibe nzima kakhulu, ukusebenzisa imisebenzi eluhlaza kuzuzisa iplanethi kanye nesisekelo uma kuthathwa njengesu lesikhathi eside. 

I-Social Commerce vs ezohwebo ezingaxhunyiwe ku-inthanethi

Uma uku-inthanethi, ungandlela thize, ungene kwezohwebo. Abantu banokuthambekela okungokwemvelo kokufuna induduzo ngaphakathi kwamabhamuza abo okuxhumana nabantu, bathembele kubangani nabangane ukuze bathole ulwazi nokusetshenziswa kokuqukethwe. 

Ukwethenjwa kanye nobufakazi bomphakathi budlala indima ebalulekile kulo mongo. Uma abangani bezibandakanya futhi bencoma imikhiqizo phakathi kwemibuthano yabo yokuxhumana nabantu, umthelela wabo unesisindo esingaphezu kwezikhangiso ezivamile. Abantu bathambekele ekuthembeni imibono yalabo abasezingosini zabo zokuxhumana.

Imithombo yezokuxhumana kanye nokuqukethwe kwayo okukhangayo kudale iziteshi zokusabalalisa komphakathi eziphilayo ezibonakala zisebenza kahle kakhulu kuma-ecommerce brand ahlose ukuxhumana namakhasimende lapho echitha khona isikhathi sawo.

Abagqugquzeli bengeze inhlansi ethile kulo mkhuba. Okuqukethwe okukhiqizwa umsebenzisi kudlala indima enkulu ekukhangiseni komphakathi nasekuthengisweni kwe-inthanethi. Abagqugquzeli babelana ngezithombe nemikhiqizo futhi banikeze izibuyekezo bakha izindlela zokuxhumana ezinamandla zokumaketha eziqhuba ukuzibandakanya futhi ezithuthukisa ukuthengisa.

Ukuhweba komphakathi kubeka imikhiqizo esimweni sangempela sempilo futhi kusheshisa ukuzizwisa kokuthenga komuntu siqu. Ngokufinyelela kumaphrofayela abasebenzisi abacebile, idatha yokuziphatha, kanye nezifunzo zomuntu siqu, amabhrendi angaqondisa kakhulu imikhiqizo efanele kumakhasimende ngamanye.

Ingxoxo ye-AI (chatbots) vs ukwesekwa kwevidiyo

I-AI Chatbots (i-AI yezingxoxo) kanye nezokuxhumana zesizukulwane esilandelayo - ingabe ozakwethu bakho be-ecommerce be-B2B bayamukela lobu buchwepheshe obusha? 

Izinombolo ezizungeze lesi sihloko zithi ziyaphikisana. NgokukaCalabrio, u-70% wabathengi ukholelwa ukuthi izikhungo zokuxhumana kufanele zibeke phambili ukuqeqeshwa kwama-ejenti kunokwethula ama-chatbots. Ngakolunye uhlangothi, i-Hubspot ibika ukuthi ama-48% abathengi azizwa ekhululekile ngokusebenzisana okuphethwe ama-bots.

Nakuba le datha ingase ifaneleke kakhulu kuzimo ze-B2C, kubalulekile ukucabangela ukuthi ozakwethu be-B2B bangakhetha ukusekelwa kwevidiyo, kuye ngamasevisi owanikezayo.

Noma kunjalo, ama-chatbots anika amandla ukwesekwa kwamakhasimende okusheshayo, ngesikhathi esisodwa aqoqa inhlobonhlobo yempendulo. Ngakho-ke, i-AI yokuxoxa ingase ithuthukise ngokuphawulekayo amakhono omuntu siqu. Inika amandla izincomo eziqondene nawe, amakhasi omkhiqizo enziwe ngendlela oyifisayo, kanye nokumaketha okuqondiwe okusekelwe ekuthengeni komuntu ngamunye kanye nemikhuba yokuphequlula, okungaba inselele ukuyifinyelela ngezinye izindlela.

Phezu kwalokhu, i-AI inamandla okuhlaziya imininingwane eminingi yamakhasimende kanye nokuthengiselana. Lokhu kuhlaziya kunikeza amabhizinisi imininingwane ejulile yamakhasimende obekungaba nzima ukuyidalula.

Ngakho-ke nakuba abanye behlala beqaphile ngama-bots (futhi ukusekelwa kwevidiyo ngokuthinta kwayo komuntu kungase kulungele kangcono i-B2B), i-AI yengxoxo iletha inani ngezincomo eziqhutshwa idatha kanye nezibalo ezithuthukisa ukuqonda kwamakhasimende kangcono kunangaphambili. 

Ubuqiniso vs ubuphakathi

Ubuqiniso abukwazi ukuchuma ngaphandle kobuhlakani, ukuhluka, ubuqiniso, njll. Ukuxoxa izindaba zangempela kusiza ekuthuthukiseni ukutholwa nokwethembeka. Amakhasimende akhangwa amabhrendi azizwa eyiqiniso futhi exhumene nabantu bangempela, kunezinkampani ezingenasici. 

Imikhiqizo ye-B2B yangempela ixoxa izindaba eziphoqayo mayelana nomsebenzi wabo, amanani, nemikhiqizo ngendlela ethinta kakhulu izethameli, elindele ukubonakala obala emabhizinisini.

Ongase ube ozakwethu namuhla banesidingo esiphezulu sokumelwa okuyiqiniso kwamasiko ahlukahlukene. Amabhrendi amukela futhi abonisa ngokweqiniso ukuhlukahluka ahlangabezana nalesi sidingo futhi ahambisana nezithameli eziningi.

Amabhizinisi angakha ukuxhumana okujulile nozakwethu abaqhutshwa inani abafuna amabhrendi azizwa eyiqiniso kunokuba agxile enzuzweni kuphela. 

Ubulula vs ukuxaka ngokweqile

Uma sibhekene nomthelela okhulayo wobuchwepheshe ezimpilweni zethu, ingabe abantu bazizwa becace kakhudlwana nokuba lula, noma ukukhathala, ukukhungatheka, nokukhathazeka?

Ukugcwala kolwazi kuyinkinga yangempela. Amakhasimende athola ukukhathala kwesinqumo ngenxa yobuningi bezinketho nedatha. Futhi.. ubulula bunqamula umsindo ngempumelelo.

Amabhizinisi athathwa njengashelela ngokweqile noma imininingwane esithe ngobunkimbinkimbi ayinakho obala kwabanye. Ozakwethu nabaphakeli bakho bayasazisa isikhathi sabo futhi bafuna izethulo ezigxilile ezingachithi imizuzwana. Ifomu kufanele lilandele umsebenzi ngaphezu kwakho konke. Izinketho ezimbalwa zingakhuphula ngokuxakayo ukuthengisa ngokunciphisa izinketho ezigcwele ngokweqile. Ukuhlela phansi kunikeza inhloso ecacile.

Sekukonke, ukusika yinkimbinkimbi kuqinisekisa ukucaca phakathi nokuqhubeka kwezobuchwepheshe. Ihlonipha isikhathi sozakwethu be-B2B ngenkathi igcina obala.

Isiphetho sendaba 

Igagasi lamanje lokuthuthukiswa kwe-AI linomthelela kakhulu ukuthi unganakwa. I-ecommerce ye-B2B, njengabo bonke ubuchwepheshe, izodinga nakanjani ukufaka imisebenzi ethile ye-AI ukuze ihlale inokuncintisana. Kodwa-ke, kubalulekile ukukhumbula ukuthi ozakwenu basengabantu, hhayi ama-bots. Ukubaphatha ngokunakekela kwangempela nangokunaka komuntu siqu kuyinto abantu abakwazisayo kuze kube manje.

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