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B2B Customer Experience Insights

Borderless Access Cxi Levels Up E-comm Player’s B2B Game

B2B Customer Experience Insights

Business Problem

A leading E-commerce company sought Borderless Access’ collaboration in taking a deep dive into insights from sellers, advertisers, AWS stakeholders and driver partners to take stock of its business standing and identify key areas of improvement.

What & How We Did It

  • Our range of work included looking at several customer satisfaction metrics such as entrepreneur’s perceptions, advertisers experience, NPS etc.
  • We took a quantitative approach with digital surveys approaching the niche audiences. We used our driver analysis, max-diff analysis capabilities to determine the driving attributes, the likeabilities and preferences for specific features and offerings

Key Insights

  • We figured that sellers preferred platforms that have lower fees over having a wider reach
  • Training of delivery drivers needed to be more efficient including providing regular updates on new rules
  • We derived key insights from a competitive analysis helping the company identify its key competitors and position in the market

Client Impact :

The company was able to determine key areas of improvement in the B2B sector and devise strategies based on the insights gained, delivering business growth.

Market

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UK

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India

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USA

Brazil

China

Japan

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Germany

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