A B2C portal allows businesses to directly connect with customers through a centralized digital hub. It provides personalized access to information and services for customers, employees and other stakeholders. Developing a B2C portal can help businesses streamline operations, increase customer engagement and self-service, and gain efficiencies through automation of workflows. Key elements to include are one-click login, a robust knowledge base, easy navigation, and the ability for customers to provide feedback.

1. 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 can’t expect to reach this demand if you don’t have a
B2C portal to handle your business operations and
customers.
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2. In today’s 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, that’s what 89% of the US customers
expect from businesses. With B2C portal development,
businesses can increase profits and drive growth. Though
B2C portals are not limited to customer support, they can
enhance customer experience with streamlined
management.
Let’s 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
customers—for 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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3. So, if your customer is the end-user, you run a B2C business.
It’s 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, it’s
difficult 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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4. Consumer Traffic
If Google doesn’t know your name, your customers don’t.
SEO is an essential part of your business. It’s 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 traffic. 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 difficult to manage all the customers at
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5. 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 team’s 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 difficult to hold the existing
customer for a long time. For example, if customers find it
difficult to return the purchased product or are unsatisfied
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 Fulfillment
How do you feel when you undergo an entire order
purchase process only to find 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 first stage, I would have ordered it from another store by
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6. now.” B2C businesses have to ensure that they fulfill all the
customer requirements and if the order is unavailable, it’s
mentioned ‘Sold out.’ When it’s back in stock, notifying the
customers about the same is crucial. You can’t keep doing
that manually, and to and fro between systems is daunting.
Product Search
What’s the use of having an attractive website and dozens of
products if customers can’t find 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 filter options to find 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 find solutions to their problems using
a knowledge base without asking the support team for help.
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7. Businesses can streamline their entire operations by giving
limited CRM access to everyone included.
Here’s 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 fulfills 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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8. their roles. The auto-sync between the CRM and the portal
makes it easy to carry out administrative activities.
The centralization makes operation management efficient.
For example, the support team doesn’t 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 reflect 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 specific security levels. Restrict the access to training
videos for customers and clients. Suppose a specific 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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9. can actively participate in the discussions and take into
account the customer issues.
In short, B2C portal development helps increase
involvement, engagement, and empowerment.
Security Benefit
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.
Workflow Automation
B2C portals reduce the load on your customer support
team. Your staff doesn’t have to handle the redundant
queries manually. The B2C portal development will enable
your customers to generate their tickets, find 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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10. 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
shouldn’t overlook while undergoing development are
mentioned below. Keep reading!
Tips to Develop a B2C Portal
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11. 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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12. 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 points—plan
periodic reviews of your content.
Make Portal Easy to Navigate
Make sure it’s easy for customers to find the information
they are looking for. Include search bar and advanced filter
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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13. Also, add a contact form at the footer of the B2C portal for
users to contact you. If the user can’t find a specific 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 fit 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 24*7 support. Ask for
recommendations. View their client testimonials, work
portfolio, ratings, and reviews, etc. If possible, talk to their
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14. past clients and ask how satisfactory the service is. The B2C
portal development cost should be competitive too.
Once you’re 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 user’s access. You can
define 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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15. 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,
configuration 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!
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