What are the most important differences between B2C eCommerce and B2B eCommerce?

The business sells to another firm, which may then offer the services/products to end-users in a B2B (Business-to-Business) eCommerce structure. In a B2C (Firm-to-Consumer) scenario, on the other hand, the business sells directly to the end-user without the use of an intermediary. The most significant distinction between B2B and B2C is the target audience, which serves as the foundation for subsequent adaptations.

To put it another way, B2B customers buy to better their business, but B2C consumers buy to benefit personally. Alibaba is an example of a business-to-business eCommerce company, while Amazon is an example of a consumer-to-consumer eCommerce company.

Even though they have the same parent business model, namely eCommerce, the client experience they provide is rather different. As soon as a potential consumer visits your website or app, he should get a sense of your company model.

Before you enter the digital commerce company, you need to understand the distinction between B2B and B2C. Here's a closer look at each of these distinctions, as well as how you can work to provide an experience that puts you ahead of the pack.

7 Key Differences Between B2B and B2C eCommerce Platforms

The differences between B2B and B2C digital commerce systems are numerous. To draw the audience's attention, you must examine their demands, preferences, and interests.

As the target audience changes, these concerns shift for B2B and B2C. Let's take a closer look at the differences between B2B and B2C.

1. The Product Detailing

When working on product detailing, there is a distinction between B2B and B2C buying behavior that should be considered.

The B2B procurement process necessitates more research and takes longer. Across the organizational structure, multiple decision-makers are involved, complicating the decision-making process. As a result, in a B2B firm where conversions take time, product specificity is critical.

B2B eCommerce websites need to focus on:

·         Buying guides

·         Product videos, explainer videos

·         Articles and blog posts

·         24/7 customer support

·         Case Studies

On the other hand, in B2C platforms, the decision-making process is spontaneous as it solely depends on the end-user. Thus, product detailing should be focusing on:

·         Reviews and ratings

·         Product videos

·         Product features and highlights

·         Clear, high-resolution images

2. The difference in CTAs (Call-to-Action)

The marketing golden rule is to express exactly what your buyers want to hear, i.e., how your product helps them. The actionable content in B2B should focus on how the product will improve your customer's business.

If you're selling office chairs for a new workplace setup, for example. The following is an example of a CTA for a B2B business:

“Comfortable chairs for ensuring employee productivity.”

On the other hand, the actionable content for a B2C eCommerce brand should revolve around how the product would benefit your customers.

Following the above example, the CTA for B2C customers can be:

“Decorate your living room with these modernly designed chairs.”

However, the common thing that binds B2B and B2C businesses here is that the actionable content should be human-centered, i.e., should carry an emotional connection.

. Homepage Design

The homepage design is where the fundamental difference between B2B and B2C can be inferred.

The ultimate motive of B2B eCommerce platforms is to attract other businesses that can, in turn, lead to forming a long-term alliance. The main focus is on solving business problems. That means the homepage does not need to include an ultra-flashy design but should instead look informative.

A B2B homepage should:

·         Focus on demonstrating a demo in the center

·         Run carousels that represent products with core features

·         A “Why Choose Us” section to trigger the target audience’s decision

B2C websites aim to drive conversions. For that, a much-thought-about strategy needs to fall into place that helps in enhancing the B2B eCommerce user experience.

The features of the B2C homepage should include:

·         Highlights on running sales & valid discounts

·         Running carousels for different trending products

·         Simple “clickable buttons” to product pages

4. Level of Customer Support

B2B eCommerce platforms involve bulk orders. A business investing a larger part of its resources needs to be well-informed. That is why; B2B business model follows “First Contact Resolution”, i.e., providing a satisfactory resolution before hanging up.

Significant elements that B2B eCommerce developers should include:

·         A 24/7 customer service to answer business queries

·         Live chats and video chats to answer business-oriented FAQs

·         After-sale customer care that handles reorders and concerns

The B2C customer tends to spend less than a B2B customer as the order’s volume is a differentiating factor. Their decision is self-driven without them being answerable for it. Customer service is essential for both B2B and B2C, but for the latter, queries are limited and get solved in a matter of minutes.

Significant elements that B2C eCommerce development efforts should include:

·         A 24/7 customer support to answer the common queries

·         A post-sales system that handles the returns/complaints/exchanges

·         Availability of self-service bots that can handle the issues through AI

5. The Checkout Process

The last step of the customer journey is the checkout process, where, again the difference between B2B and B2C should be visible.

In a B2C business setup, the flow is simple, i.e., smoothly navigating a customer to the cart, payment gateway, and the subsequent acknowledgment.

Significant elements that a B2C checkout should include:

·         Availability to change the quantity/add/delete product from the cart

·         Include as few steps as possible to avoid cart abandonment

·         Include all the payment options, i.e., credit cards, debit cards, wallets, CODs

·         The “Apply Coupon” section should be a prominent part of the checkout interface

For B2B websites, the checkout process should be an amalgamated version of automated pre-programmed checkout steps and live human assistance. This human intervention is essential to make a business believe in your business, which helps convert successfully.

Significant elements that lay down the difference between B2B and B2C should include:

·         Ability to change the quantity – add/delete products

·         Demos, phone calls, and video chats should be an active part of the checkout process

·         Payment options such as pay on credit, procurement punchout, credit cards, ACH payments, and even paying through cryptocurrencies should be made possible

·         A one-click reordering system for a seamless long-term customer-business relationship

Understanding the listed differences between B2B and B2C eCommerce websites/apps is imperative before designing the digital experience. The difference in the design elements will help your target audience relate with you, which, in turn, will also help build trust.