Working across 60 locations and 32 languages, the italian whatsapp number company needed a more consistent customer experience and wanted to ensure that separate sites weren’t competing with each other for business. Ibexa DXP enabled it to achieve this by consolidating all content into a single, centralized CMS and unifying all of its websites.
Customer Experience
Compared to B2C, the B2B customer journey is complex, difficult to manage, and changes at a faster pace. While B2C recognized the importance and value of seamless digital experiences long before B2B, recognizing that this was a relatively simple sales process made this transition much easier.
The biggest challenge in maintaining consistency across multiple channels and markets in B2B is complexity. B2B organizations must appeal to a broader range of customers. When interacting with a customer, they are not dealing with a single individual but with an entire team of decision makers, each of whom has their own responsibilities and must be served in different ways. Factors such as product information, variety, and pricing need to be more detailed and are subject to more change. Logistics has a greater impact on the ability to meet customer needs.
Bringing these various elements together and shaping them into coherent, intuitive and consistent customer experiences is more than a challenge. Fortunately, that’s exactly what we designed Ibexa DXP to do.
Our DXP makes segmentation easy, allowing you to target different customers and decision makers within the sales process. It lets you create customer portals to facilitate stakeholder engagement and design workflows that include access permissions. It integrates with your PIM and gives you the tools you need to create and display complex product information and variants. It connects every aspect of your business operations. It gives you greater control, so you can shape the customer experience and ensure consistency no matter what market your customers are in or what channels they prefer.
