Guest Post by Kubix
When the expert team at Kubix offered to create a guide on AI in B2B eCommerce, we jumped at the chance. With their deep wholesale eCommerce knowledge and top-tier tools, they’ve delivered sharp, practical insights…
Ever had a customer service experience that felt like talking to a brick wall? You ask a question, get a vague response (or worse, no response at all), and leave feeling unheard. That’s how many online shoppers feel when interacting with outdated, one-sided digital experiences. Customers don’t just want to be fed information - they want a conversation.
AI is changing the game, allowing businesses - both B2B and B2C - to create more interactive, meaningful engagements while keeping operations efficient. Whether you’re selling to trade customers or direct consumers, leveraging AI in communication ensures customers get the information they need quickly, without frustrating delays or endless chatbot loops.
Harnessing AI in customer communication
Your customers expect instant answers, whether they’re buying a single item or making a bulk order worth thousands. AI-powered chat solutions are your trusty co-pilot, ready to provide real-time responses, cut down on manual admin, and make your customers feel like VIPs.
AI-powered live chat and automation
Modern live chat platforms have levelled up, offering AI-driven automation to handle the bulk of queries before a human even has to get involved. Here’s why AI chat is the Swiss Army knife of customer support:
- Effortless self-service: B2B buyers don’t have time to play detective. AI chatbots help them find what they need, pronto.
- Smooth human handover: AI can handle the basics, but when things get tricky, a seamless transition to a human agent ensures customers don’t feel like they’re stuck in a loop.
- AI chatbots that actually help: no more robotic “Sorry, I don’t understand” responses. AI can be trained on FAQs, product details, and past interactions to deliver useful, personalised support.
For B2B buyers making complex purchasing decisions, AI-powered assistance can ensure they get exactly what they need without the back-and-forth. It’s like having a super-efficient sales assistant who never sleeps.
The role of SMS in B2B customer engagement
AI isn’t just revolutionising live chat - it’s also giving SMS marketing a much-needed glow-up. Gone are the days of generic, one-way promotional texts. Today, AI-powered SMS lets brands have proper, two-way conversations with customers.
Why SMS is more than just a sales tool
- Gather customer insights: SMS isn’t just for promos - it’s a goldmine for feedback. Whether it’s checking in on an order experience or gathering insights on future buying needs, a simple text can go a long way.
- Better customer profiles = smarter marketing: by asking questions via SMS, businesses can learn more about their customers and use that data for more relevant, personalised offers.
- Boost product launches: if you know who actually reads your texts (and engages with them), you can send targeted product launch messages to your most valuable buyers - without spamming the entire list.
For B2B merchants, interactive messaging makes communication feel less like a cold transaction and more like a genuine relationship-builder.
Final thoughts: conversations that build loyalty
Think of AI as the chatty shop assistant who always knows exactly what you need - without being overbearing. Whether you’re managing one-off sales or handling high-volume B2B transactions, AI-driven communication helps create real conversations, not robotic interactions.
By embracing AI-powered chat, SMS marketing, and personalised customer journeys, businesses can remove friction from the buying process while keeping customers engaged, valued, and coming back for more.
Want to upgrade your B2B eCommerce experience? With SparkLayer, you can seamlessly integrate AI-powered communication tools into your Shopify-powered store, ensuring your customers get the best experience - without the headaches.
Ready to chat? Kubix can help you make it happen. Discover more insights from Kubix in our joint micopaper here!