Value-added services are additional functions that go beyond the standard ordering process. These additional functions could be for customer use or use by various departments at your company. Accessing a customer's order history or online information on the availability of a product, for example, is two things that could be of actual use to the company's sales team.
It is possible to increase customers' use of the digital sales platform by offering the option to subscribe to news about product changes and new security notices like Egger did in the woodworking sector.
Another example is online customer support. Customers can obtain information on the self-service page via a chatbot, use callback functions, or customize the product they want to order in industry-specific product configurators.
There are also other ways a company can increase customer loyalty. Support is one of them. This could include managing customer feedback and service requests in a structured way in ticket systems or tracking the processing status.
Since value-added services vary widely by industry and business model, the potential and focus for each company must be considered on a case-by-case basis. To get an overview of the wide range of options available, however, the supplementary services in B2B eCommerce can be grouped into particular topics.