In the era of brick-and-mortar business, product discovery was simple. Buyers relied on printed catalogs and knowledgeable sales representatives. These reps could interpret vague descriptions and quickly match them with the right products. There was no need for perfect terminology. A customer could describe a goal, and the salesperson would do the rest. As commerce moved online, that human guidance largely disappeared. Digital platforms offer scale and accessibility but also introduce friction. Customers are now left to navigate vast, complex product catalogs on their own.

Today’s B2B catalogs are living ecosystems. Descriptions, specifications, pricing, and availability change frequently. Many products come with layers of customization. Size, features, and compatibility requirements add to the complexity. Buyers span industries, regions, and roles, each using different terminology. Add globalization, language differences, and omnichannel expectations, and product discovery becomes a real challenge. Even small search variations can derail the journey. A Zoovu report found only 52% of brands returned relevant results for queries with synonyms or slight wording changes. This lack of adaptability leads to frustration and lost sales. To fix this, companies are turning to digital product discovery platforms. These AI-powered tools guide users through complexity and help them find what they need, even without the exact product name.

What is a digital product discovery platform?

A digital product discovery platform enhances the e-commerce experience for both B2B and B2C companies. It simplifies how customers find and select products. Acting as an AI-powered assistant, it personalizes the journey by bridging the gap between structured product data and natural language. Unlike basic search engines or recommendation tools, these platforms offer guided selling, product finders, needs-based filtering, and conversational AI.

What makes them unique is their ability to handle vague or informal terms. They support users with different levels of technical knowledge. A user might search for "camera gear for outdoor filming" and see no results. Later, they try "outdoor camera gear" and get a full list. This disconnect shows how product discovery platforms improve relevancy by understanding intent. They deliver precise results regardless of how the query is phrased. Businesses using these tools can boost discoverability, reduce frustration, and increase conversion rates.

Why B2B buyers need product discovery tools

B2B eCommerce is accelerating, and by 2028 it’s expected to represent 27.5% of electronic sales and 14.3% of total B2B product purchases. Sales through eCommerce sites are expected to climb to $3.027 trillion, reflecting strong year-over-year growth through the next several years. This growth depends heavily on buyer expectations and the quality of the digital experience.

Yet, many businesses are struggling to keep up. A 2024 Forrester survey shows that poor data quality remains a barrier. Inconsistent, incomplete, or unstructured data makes it hard to deliver the experience B2B buyers expect. Even top eCommerce platforms can fall short when product discovery fails.

The impact is significant. 86% of B2B purchases stall during the buying process. 81% of buyers are unhappy with the vendors they choose. That’s a problem, considering how much effort buyers invest in research. Decision fatigue is growing. Buyers spend hours searching or reach out for help. Some just abandon their purchase. And even when purchases go through, 87% of buyers say the products don’t fully meet their expectations, pointing to a deeper issue in discovery and decision-making.

Picture a company shopping for specialized computer hardware. Technical specs and compatibility details quickly become overwhelming. Platforms like Zoovu, Algolia, Constructor, and Klevu solve this problem. They guide buyers based on their needs and suggest the right options. They reduce friction and help users make confident decisions.

Today’s B2B buyers also expect digital experiences that mirror B2C: fast, user-friendly, and self-service. This makes intuitive product discovery tools not just a nice-to-have but a critical part of any successful B2B Product Discovery strategy.

Key features to look for in a digital product discovery platform

• Needs-based product configuration: Allows buyers to filter and select products based on specific criteria—such as usage, size, compatibility, or budget. This structured approach is especially useful for complex or configurable products, guiding users to the most relevant options with minimal effort.  

• Conversational product advisors: Enables buyers to describe what they’re looking for in natural language—just as they would to an in-store sales rep. Using conversational interfaces, the platform interprets user intent and recommends suitable products, making it easier for those unfamiliar with exact product names or technical specifications.  

• Ai-powered intelligence: Drives the discovery experience by interpreting vague or imperfect search terms, correcting spelling errors, and translating natural language into accurate, relevant product results. On the backend, AI also helps unify and clean product data from multiple sources, improving discoverability while reducing operational costs.  

• Scalability & multilingual support: Supports fast, efficient expansion across global markets. Tools like guided selling flows and product finders should be easily translatable, enabling consistent experiences in multiple languages without duplicating effort.  

• Speed & page performance: Ensures the discovery process is fast, intuitive, and responsive. Accurate recommendations should appear in seconds to accommodate varying attention spans and keep buyers engaged through to conversion.  

• Smart bundling & cross-selling: Intelligently recommends complementary products based on user needs. For example, a buyer looking for a professional outdoor camera might also see suggestions for weatherproof cases, lenses, external batteries, and compatible accessories—with the option to bundle them into a complete solution. These can be procedurally generated, selected by merchandisers, or a combination of both.

• Seamless integration: Connects easily with existing PIM, and eCommerce platforms to synchronize product data and support streamlined workflows, ensuring accuracy and consistency across systems.  

• Buyer intent analytics: Captures user behavior and search patterns for downstream reporting that can inform product strategy, optimize merchandising, and refine the user experience.  

• Multichannel deployment & synchronization: The platform should support deployment across all relevant channels—web, mobile, and in-store. Once implemented, these tools can be reused and extended to other touchpoints cost-effectively, increasing ROI and ensuring a unified experience across every channel.  

• User journey mapping: Maps and analyzes how buyers interact with your site—from first search to checkout. By identifying points of friction or drop-off, businesses can optimize the discovery flow and reduce cart abandonment.  

How these platforms impact B2B revenue & operations

Today’s B2B buyers prefer self-guided journeys. 75% of B2B buyers say they want to purchase without talking to a rep. But while self-service experiences are gaining traction, they often lead to purchase regret when the tools in place can’t fully support buyer needs.

Digital product discovery platforms play a critical role here. They empower buyers to confidently navigate complex catalogs and make informed decisions, reducing the likelihood of poor-fit purchases and driving measurable business outcomes:

• Improved lead-to-order conversion rates: Easier product discovery leads to higher conversions.

• Sales team enablement: Discovery tools provide reps with buyer data and context to support smarter sales conversations.

• Reduced return rates & higher satisfaction: Better matches mean fewer returns and happier customers.

• Shortened sales cycles: Especially in technical industries, discovery platforms reduce research time and speed up purchases.

These platforms do more than improve the shopping experience. They enhance sales performance and drive growth. Businesses that invest in B2B product discovery tools improve conversions, scale smarter, and deliver better customer outcomes.

How brands like Damstahl, Bosch, Monrovia & Lenovo are using product discovery to enhance digital buying experiences

Helping customers find the right product quickly is a growing challenge for businesses with large or complex catalogs. AI-powered product discovery platforms are stepping in to simplify this process—improving both the user experience and business performance.

A strong example of how discovery tools can improve the buying experience is Damstahl, a stainless steel wholesaler with a catalog of over 18,000 SKUs. Finding the right fittings was often slow and frustrating for customers unfamiliar with exact item numbers. After integrating Algolia, Damstahl introduced smarter, personalized search across nine markets. The result: faster ordering, better customer satisfaction, and sales reps processing orders 60% more efficiently.

Bosch Power Tools faced a similar issue with its extensive portfolio of tools and accessories. To help customers match products to specific DIY or professional tasks, Bosch used Zoovu to translate complex specs into user-friendly language. With AI-powered guidance deployed in 36+ countries, Bosch made it easier for buyers to discover the right tools quickly—strengthening loyalty and simplifying the path to purchase.

At Monrovia, a B2B plant wholesaler, vague searches and spelling issues made it difficult for customers to find the right plants from a catalog of 4,000+ varieties. By implementing Klevu, they saw a 50% boost in search usage and fewer “no results” queries, while also surfacing valuable search insights for their retail partners.

Meanwhile, Lenovo, operating in over 180 markets and 60+ languages, replaced its outdated search engine with Lucidworks Fusion to support a vast, frequently updated catalog. Fusion’s AI-powered search enabled regional personalization and behavior-driven results. Since launch, Lenovo saw a 95% increase in revenue from search and a 55% improvement in search relevancy.

These companies show how product discovery platforms can turn frustrating search experiences into seamless journeys—driving engagement, conversions, and long-term growth.

Helping buyers find better, faster, smarter

Creating a seamless product discovery experience is a strategic imperative. As buyer expectations evolve, the ability to guide users efficiently through complex catalogs can directly influence satisfaction, loyalty, and bottom-line results. The brands leading this shift aren't just solving search challenges; they're setting new standards for customer-centric commerce. Whether your business is expanding across markets or aiming to reduce friction in the buying journey, the right discovery platform can be a catalyst for smarter, more scalable growth. If you're evaluating how to improve your digital commerce experience, our team is here to offer insights and guidance tailored to your goals. Feel free to reach out—we’re always happy to connect and explore what’s possible together.

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How To Prevent eCommerce Fraud this Holiday Season.

As the holiday season unfolds eCommerce stores encounter the critical challenge of boosting sales while safeguarding against increased fraud risks. The spike in online transactions, a hallmark of this season, also escalates the threat of fraud, which can significantly impact both profits and customer trust. Identifying and mitigating these risks is essential for any eCommerce business.

Understanding the Increase in Fraudulent Activity:

The holiday period consistently shows a concerning rise in fraudulent transactions. Recent statistics reveal that about 18% of holiday purchases are returned, a considerable portion attributed to fraud (National Retail Federation, 2023). This issue is particularly pronounced in regions like North America, which account for a significant share of global eCommerce fraud (Mastercard, 2023). Vigilance in these high-risk areas is crucial.

Types of eCommerce Fraud:

ECommerce fraud takes various forms, each requiring a unique approach to identification and prevention. Understanding these types enables businesses to develop targeted strategies for combating them effectively. Key types of fraud include:

• Credit Card Fraud: Cybercriminals use stolen card details from data breaches to make unauthorized purchases, a significant issue in North America.
• Friendly Fraud: A trend where customers, especially younger demographics, dispute valid charges, treating online purchases more like temporary rentals.
• Account Takeover Fraud: Phishing schemes that steal login credentials, leading to unauthorized transactions and erosion of customer trust.
• Interception Fraud: Fraudsters manipulate delivery addresses, diverting goods to locations unrelated to the original order.
• Triangulation Fraud: Scammers set up fake online stores to harvest payment details for illegitimate use, leading to extensive chargebacks. This type of fraud is part of a larger trend, expected to cost merchants around $130 billion by 2023 (Juniper Research, 2023).

Combating eCommerce Fraud:

In response to these varied types of fraud, eCommerce businesses must employ a multi-faceted approach. Combining technology, customer education, and vigilant monitoring can create a robust defense against these fraudulent activities. Effective strategies include:

• Advanced Fraud Detection Tools: Utilize cutting-edge systems with machine learning to analyze transactions for fraud patterns. Solutions like TrueValidate and Bot Prevention offer real-time transaction analysis, blocking suspicious activities.
• Secure Payment Processes: Implement encryption and tokenization in payment processing, adhering to the latest PCI DSS standards for enhanced security.
• Educating Customers: Share knowledge on safe online shopping practices through regular communications. Use newsletters, blog posts, and checkout process tips to educate customers about secure transactions.
• Monitoring and Vigilance: Proactively monitor transactions and customer behaviors for early fraud detection. Set alerts for unusual activities, such as high-value orders from new accounts or multiple orders to the same address with different cards.
• Fraud Prevention Services: Partner with specialized eCommerce fraud prevention services that offer comprehensive tools for identity verification, risk scoring, and automated decision-making, facilitating seamless integration with eCommerce platforms.

ECommerce fraud, while a significant challenge, is manageable with appropriate strategies, tools, and awareness. Being informed and proactive is essential in safeguarding your online business in this dynamic landscape.

Enhance the security of your eCommerce business this holiday season. Implement these effective strategies for a secure and trusted customer shopping experience

If you have questions or need assistance executing these strategies, our team is available at hello@tidalcommerce.ca.

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How To Profitably Manage the Returns this Holiday Season.

The holiday season, a peak period for eCommerce, often brings a surge in sales and an associated increase in product returns. With online retail sales projected to grow 11-13% year-over-year in 2023 (National Retail Federation), eCommerce businesses face the challenge of efficiently managing returns to safeguard profits, customer satisfaction, and brand reputation.

Understanding the Surge in Holiday Returns:

The holiday season is synonymous with a spike in returns. Data from the National Retail Federation (2023) shows that return rates in 2022 held steady at 16.5%, only slightly lower than 16.6% in 2021. A concerning aspect is the prevalence of fraudulent returns, which accounted for 10.1% of holiday returns in 2022. This trend, often driven by younger consumers treating online purchases as temporary, poses a significant risk to businesses’ financial health.

Addressing Fraudulent Returns:

Mitigating fraudulent returns requires a blend of technology and strategy:

• Fraud Protection Integration: Leverage fraud protection services like Signfyd and TrueValidate on eCommerce platforms. These tools combat chargebacks and are instrumental in reducing fraudulent return incidents.
• Automated eCommerce Operations: Automation plays a key role, especially for custom or on-demand products. Systems identifying high-risk orders can prevent losses by pausing production or flagging suspicious transactions for further review.
• Tracking and Verification: Implementing tracking numbers and requiring signatures upon delivery are effective methods to verify receipt. Requiring invoices or receipts for returns helps authenticate and cross-verify returned items.
• Manual Inspections: Regular manual inspections of returned goods for signs of tampering or misuse are crucial. Checking product serial numbers and order specifics can uncover counterfeit or fraudulent returns.

Proactive Strategies to Minimize Returns:

Shifting from understanding to action, it’s clear that a proactive stance is essential. Balancing customer satisfaction with fraud prevention and return efficiency is critical for maintaining profitability and a positive brand image:

• ‍‍Building a Block List: Identify and monitor customers with a history of chargebacks or frequent returns. Shopify’s fraud analysis, for example, is a valuable tool for spotting potentially fraudulent orders.‍
• Enforcing Return Policies: State return policies and ensure your team is well-trained to understand and consistently enforce these policies.‍
• Managing Serial Returners: Develop specific strategies for habitual returners, such as adjusting return policies for these customers or limiting their access to certain promotions.‍
• Automating the Return Process: Implement systems that streamline returns, making them efficient for customers and staff. This could include automated labels, efficient tracking systems, and quick processing of refunds or store credits.‍
• Adjusting Return Windows: Consider modifying return windows during the holiday season to better manage inventory and financial planning. Implementing restocking fees for high-demand items can also help mitigate losses.‍
• Deploying Returns Management Software: Invest in software solutions facilitating the return process. This includes customer communication portals for shipping options, tracking, inventory management, refunds, and credits. For instance, Loop’s platform enables Shopify brands to transform returns into exchanges, encouraging customer retention and loyalty.‍
• Enhancing Customer Communication: Effective customer communication regarding return processes and policies can reduce confusion and dissatisfaction. Provide clear guidelines on your website and through customer service channels.‍
• Analyzing Return Data: Regular analysis of return data can provide insights into common reasons for returns, helping to address underlying issues. This could involve product improvements, better product descriptions, or enhanced customer education about the product.

Effectively managing holiday returns is critical to post-holiday success for eCommerce businesses. By understanding the nature of returns, including the impact of fraudulent activities, and implementing a combination of strategic and technological measures, businesses can protect their bottom line while maintaining a strong brand reputation.

Gear up for the holiday season by enhancing your return management strategies. Embrace these proactive approaches to transform post-holiday challenges into opportunities for growth and customer satisfaction.

If you have questions or need assistance executing these strategies, our team is available at hello@tidalcommerce.ca.

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