Marketing Automation Assists Your Ecommerce Business

With the advancement in artificial intelligence available to businesses of any size through the use of technology like automated live chat and messenger bots, businesses are now able to create more sophisticated marketing and eCommerce automation sequences. By adding in the feel of a live person helping the customer throughout their journey through your sales funnel, you’ll ensure that new customers convert at higher rates. For example, Kit, a Shopify app, automates marketing such as Facebook ads.

For most businesses, marketing automation involves a series of content aimed at selling the customer on one or more products. An example of marketing automation would be to set up a sales funnel where:

  • Visitors land upon a specific blog post about upcoming spring fashion trends.
  • Visitors are encouraged to enter their email address to receive a free spring fashion look-book.
  • The new subscriber receives a series of welcome emails, explaining the different styles for this spring. Each email includes an item that the subscriber can purchase at your online store.
  • If the subscriber goes to your product page from the link in the email, adds the item to their shopping cart, but stalls, a live chat bot will ask them if they need assistance.
  • If the subscriber goes to your product page from the link in the email, adds the item to their shopping cart, and doesn’t make the purchase, they will receive another email to get 10% off of one item.
  • If the subscriber goes to your product page from the link in the email, adds the item to their shopping cart, and doesn’t make the purchase, they will see display ads on Facebook and the Google Display Network of the product they added to their cart.

As you can see, the goal of marketing automation is to take new customers from just getting to know you to reminding them of the products they’re most interested in via email and re targeting ads. Based on what you sell, there are lots of different ways to use content to guide new customers to their first purchase.

Cross-border E-commerce Relies On Last-mile Policy

Logistics is the backbone of the economy, providing the efficient, cost effective flow of goods on which other commercial sectors depend.

Recently, Amazon has launched a last-mile delivery program, which are powered by entrepreneurs. In other words, Amazon just launched its own UPS competitor of sorts, by offering leased vans, training and resources to those who want to drive for Amazon instead of Uber.

Amazon will continue to work with existing partners, including UPS and FedEx, in addition to the USPS and smaller last-mile delivery partners. As Amazon’s business continues to grow, it will need these partners’ help to get packages to customers for the foreseeable future.

“We have great partners in our traditional carriers and it’s exciting to continue to see the logistics industry grow,” said Dave Clark, Amazon’s senior vice president of worldwide operations, in a statement about the launch. “Customer demand is higher than ever and we have a need to build more capacity. As we evaluated how to support our growth, we went back to our roots to share the opportunity with small-and-medium-sized businesses. We are going to empower new, small businesses to form in order to take advantage of the growing opportunity in e-commerce package delivery.”

At present economic sentiments, the logistics & warehousing industry continued to witness growth largely due to growth in retail, e-commerce and manufacturing sectors.

So the above are the observations for the policy maker, they can help to build a more liberal environment, to encourage the E-commerce’s growth of business.

3 Must-haves In B2B Customer Support

  1. Case management

The foundation of all effective customer service is case management: a system that can distinguish and optimize customer support on a case-by-case basis.

For B2B, a case management system must be capable of:

– Accommodating a large and diverse array of tickets: Marketing and selling products to everyday consumers means that customers will have different backgrounds, educations, and familiarity with your products. This will be reflective in their tickets, meaning similar questions will be asked in different ways.

– Including a client information database: Having easy access to client information builds rapport with customers. It also keeps agents informed if returning customers come back with new or unresolved issues.

– Providing consumer-oriented problem resolution: Multiple points of contact and streamlined workflows generate the fast resolutions needed for B2B support. Business-oriented case management can be too complex and time consuming to effectively help consumers.

– Supporting workflows for various touch points and communication channels: Consumers will reach out on whatever channel is most convenient for them: email, SMS, social media, etc. Bringing those into an omni-channel solution ensures that every customer can be heard.

– Assigning, routing, and escalating cases based on the client and complexity: You’ll need ticket management and internal routing that can adapt to your team as it grows, unless you want to find a new system down the line. Plan for a system that’s dynamic enough to scale with the growth you hope to achieve.

  1. Digital engagement channels and Mobile support

The customer experience is interwoven through various engagement channels. For customer service, that includes your support provided over the phone, through email, and interactions via social media.

B2B support is designed to be more generalized for a wider audience while still being capable of personalization for uncommon inquiries. The engagement channels that B2B companies should focus on are:

– Live chat: an agent-operated interaction or discussion is one of the fastest and most efficient ways to resolve a consumer issue. Chat sessions are able to get to the heart of the matter by offering complimentary interactions like collaborative browsing, screen sharing, or help with completing forms.

– Email management w/ automated answers: Email support is still the most common form of customer service, but when it comes to consumer needs, the fastest email support will use automated answers. This allows B2B businesses to provide instantaneous responses and maintain a competitive advantage while they invest in other communication channels.

– Virtual customer assistants: Virtual customer assistants (VCA) simulate human conversations to deliver information or perform transactions on behalf of the customer. Many are powered by AI-algorithms like machine learning and deep learning, making them increasingly capable of assisting a wide range of customers. Dollar Shave Club, for example, utilizes Answer Bot, our own AI-powered VCA designed for ticket deflection.

  1. Integration

Your case management system might not be a perfect fit in your organization right away. Luckily, integrations can fill in the gaps.

The right system will offer integrations that will streamline B2B workflows and enhance customer engagement. For a B2B organization, that generally pertains to better self-service and mobile support. Rovio and Swiftkey accomplished both by using Zendesk’s Mobile SDK.

Integrations are often tailored to meet the needs of specific industries, like a Shopify app that displays customer and order details in tickets for eCommerce companies. But there are many industry-agnostic integrations that can help with time-tracking, analytical insights, and even employee training.

The most capable solutions include an API for a variety of third-party integrations or, should a company feel bold enough, an internally-created integration designed to handle a company’s specific B2B needs. Gaming studio Riot Games is a great example: they created their own AI-powered virtual customer assistant to swiftly answer their customers’ inquiries.


What Should Be Considered When Building Your CRM System

Business owner has been trying to building their own customer relationship management system, to make their business more standardized, here are some basic rules for your to follow:

1. Easy to use. CRM systems for enterprises are generally geared towards the needs of management, not the actual people who use the system on a daily basis. Because in small business the decision maker is often the same person who’ll also be using the system, CRM software for small business must be easier to master to be chosen as an appropriate solution by the small business owner. If the system is simple enough to onboard its users without paid webinars and training, it’ll additionally cut the costs of implementations.

2. Customizable. There are no two same businesses. Even if you decide to go for a CRM system that caters to the broadest audience, you’ll quickly find yourself in need of tuning it up a bit. Adapting a CRM to exactly your business is what makes or breaks the CRM adoption for many companies.

During a trial period (which most systems have) it’s important to run your use cases through the system and see how it complies. CRM may come in several packages with different functionality, so it’s worth making sure that the one you’re choosing fully satisfies your company needs.

3. Third-party integration. Many CRM systems try to cram as many features as possible into their service. This often results in an overpriced and complicated product.

Instead of hunting for a CRM that can do everything, search for a system that integrates with what you use. Come up with a list of integration requirement and see how they do it. For example, not many systems include the lead capturing capabilities natively, but they can be easily added via Zapier integration.

4. Niche-based. Depending on the industry you’re in, there might be a CRM for that. CRM systems are generally geared towards a sales process. However, a common procedure may vary from one business to another.

For example, if you’re in real estate business, a dedicated real estate CRM system would allow you not only manage deals with potential property buyers but would also integrate with third-party property listing or would be preset to create your own listing. Keep in mind that such CRM systems might be more pricey than a generic one, although, the later one, might allow for customizability that provides you with similar results.

5. Cloud-based. Deploying a CRM system on your own equipment is a way to go for having a complete and unquestionable ownership over your business data. However, for a new business, deploying a standalone CRM system is a significant expenditure item (both deploy and support).

A cloud-based CRM allows to quickly set up a CRM and access it from any device. Additionally, nothing holds you back, so if after some use a particular CRM proved to be unsatisfactory, you can easily migrate to another one.

6. Mobile access. Many businesses may be working in the field much more often than sitting in front of their desktop PCs. An effective small business CRM should provide you with a mobile access to its data. Hence, a native Android or iOS app would be a great supplement to the core system. Worst case scenario, a system should at least allow for an access via a mobile web browser.

7. Security. The CRM data is one of the most valuable resources for your business, so you should feel safe about entrusting it to a service provider. Carefully read the software privacy and security statements and, if you still have questions, better ask the CRM company representatives directly.

How Does a Flash Sale Looks Like?

It doesn’t have to be the core of the value proposition, but artificial scarcity and time urgency are incredibly powerful intermittent reinforcement mechanisms to maintain engagement and keep response rates high. Curated Experiences Remember, it’s not just about stuff. As with flash sales, members will show up more often for one-off “exclusive” experiences — all pivoting around selected lifestyle theme(s) — that take them out of their ordinary lives and make them feel special. For example, DailyLook is doing this incredibly well with hashtag #dailylook on instagram + twitter.

We see the concept of flash sales and you’ll know why many companies are using it and how it actually works. Let’s say that you’re hungry and you’re going to a restaurant. You’ll look at the menu and will order only the things you know mostly and will have. Then one day, the restaurant is advertising that there is going to be “Chef’s spl food” for the season.

Some xyz will be food prepared and served only between 7-10pm, on a specific date. They’ll tell it’s surprising, delicious, organic etc characteristics.. It will have limited slots and hence, advance booking will be required and it might open in couple of days from the day it is advertised. By seeing the advertisement, you’ll be tempted to know what’s so spl in it and why is it available only in limited quantities and only at a specific time alone. You’ll get the urge that you should definitely know why and want to try out somehow. You’ll try to go but it would have got over or you couldn’t get it reserved. The curiosity and urge will increase. They’ll again do for the next season. This time you’ll be determined to somehow try it out. Then there are chances where you could have missed it again. The cycle will continue and by chance, somehow you manage to get booked and taste it.. When it happens, you’ll be like you got something which others tried and couldn’t get it.. So you’ll be proud and happy about it. You’ll start boasting about it and this acts as word of mouth publicity for them. Its very powerful and nothing can beat it. Now let’s consider the current situation.

E-Commerce business is booming, Traffic is increasing day by day.. Who are these buyers? Tech savvy and educated customers.. When they publish flash sales with good specifications etc, at lower price (Chinese products). That too advanced registration and limited stock, you’ll try to get it.. But wantedly they won’t sell more units. From the registrations, they’ll try to estimate the demand for their products and ship but less than that.

They artificially create a hype that so many products sold in a minute or so and stocks are no longer available. Those who didn’t get will be disappointed and will try to buy from next flash sales. Word of mouth will spread.. Newspapers will advertise.. Create a greater hype.. These products are mostly targeted at the youths.. Particularly college students.. They need cheap and good specs.. They create this irresistible feeling and subliminal perception towards their products..

They’ll create an artificial necessity for it.. Thus ppl fall for it and the company gets good publicity while making huge profits. It’s latest marketing gimmicks played by their Marketing department!!! Some are lucky and some are wantedly made to feel missing out something which others get. Nobody likes that feel and people keep trying for it. This is being exploited by the firms through flash sales. Flash sale is a discount (or it could be a promotion too) offered by an e-commerce website for a limited period of time. It also works great for the inventories that are not being sold because of any reason. This is a good way to drive more and more traffic to your website. The e-merchants have to do a lot of things to make it happen including determining the goal of sale, integrating flash sale module, targeting the customer group, time frame etc. Once the everything is set, all you need to be available at the time of sale. Keep the sale is as simple as possible. Flash sale is only purposeful if they leave the customers with a positive impression of your store. Once everything is set, all you need to be available at the time of sale. You can also visit the Addon store to get this flash sale module.

Flash sales basically sell off surplus stock at lower prices than usual, but they only last for a certain amount of time, often only for one day. A lot of brands use them to sell end of season stock, or to generate interest in something new, or anything they want to increase exposure to. Occasionally some brands do this themselves, and advertise on their own websites, but most use specialist websites that only sell deeply discounted items. Some of the biggest are Gilt , Rue La La and HauteLook, although there are quite a few others. Flash sales (also called Deal of the day or one deal a day) is an ecommerce business model in which a website offers a single product for sale for a period of 24 to 36 hours. Potential customers register as members of the deal-a-day websites and receive online offers and invitations by email or social networks.

3 Major Tips to Increase Your Customer Loyalty

Though we are highly dependent on technology for efficiency, there are lots of areas where automated machines cannot answer all of our customers’ queries. Having one to one interactions with our customers makes it easy for both of us to understand each other better. Customers open up more when there is a human voice with an understanding tone on the other end rather than hearing the beep of a machine.

1, Rewards are the shortcut to customer loyalty. Customers love surprises and gifts in all forms. A personalized thank you card, access to a special event or increased loyalty points are some of the ways to show your gratitude towards customers for their business. Surely we could do much more than just marketing campaigns that send discount coupons to lure customers to impulse buying.

2, When we keep our promises, we show our customers that they are not taken for granted. Also, their respect for us grows with every commitment we meet. Customer loyalty automatically increases when customers remember us for our sincerity, instead of thinking of us for our inability to deliver on our promises.

3, While almost every company measures customer satisfaction via some kind of customer feedback, only a few brands are able to build customer loyalty. The problem with satisfied customers is that they are not necessarily loyal! A customer could be very satisfied with your product or service, but would nevertheless move on to another provider for a better price. Brands like Starbucks, Apple and Harley Davidson are testimony to the fact that a differentiated customer experience could go a long way in building customer loyalty.

In the end, If you want loyal customers, amazing customer service is a must. A customer evaluates every interaction he or she has with your staff and makes a judgment call about your service. Loyal customers keep your revenue flowing. In fact, loyal customers spend 67 percent more than occasional customers, which is why focusing on repeat business is a necessity.


Multilingual Customer Service Enhances Customer Loyalty

In the fast-moving world of cross-border shopping, mobile transactions via smartphones and tablet devices are rapidly gaining ground.
By 2018, their total value will have increased nearly threefold to $106.4 billion. Across the surveyed markets, almost eight out of 10 (76%) cross-border shoppers said they wanted to make more mobile purchases, transactions and payments in the future

Having a knowledgeable, local partner that will help you in the targeted region is every bit as important. A local will know about the culture, social structure, payment preferences, local business customs, consumer preferences, logistics and infrastructure, legislation and lots of other things that you won’t be able to read between the lines of the most elaborate report. A local partner can also help you to customise your product and marketing strategy if necessary. offer only relevant local information (if you are targeting Spain, refrain from talking about all your events in Australia, but make a special offer for a Spanish national holiday) and adapt your web site’s interface to local customs (when expanding to Arabic-speaking countries, don’t forget that they read from right to left instead of left to right.)
Multilingual customer service enhances customer loyalty

Consumers respond well to being addressed in their own language and will value your company higher when you put in the effort to do so. Don’t just run your web site’s content through Google Translator, hire local translators and proofreaders to make sure that your content is the best it can be. However, if you were to be expanding to 50 countries for example, it would be very expensive and time consuming to localise your content.
Determine the level of support you can provide
Before experimenting with tools and considering staffing needs, you need to choose the level of customer service your site will offer. This should be consistent with your broader internationalization strategy, considering factors such as target markets and depth of presence.

Create cross-cultural best practices
Once you’ve decided which languages to support and how to resource them, the next step is to develop policies for effective cross-cultural practice. At the most basic level, this involves creating guidelines for using clear and simple language easily understood by non-native speakers.

Communicate support availability
Our last key support consideration? Managing expectations. Most customers won’t expect that you offer support across all channels, hours, and languages. Still, to avoid unnecessary frustration and disappointment, proactively communicate what you do and don’t provide.
Under this background, you need to write about your useful information by posting blogs, operating different social media like Facebook or Twitter on different targeted region.

What Are The Advantages of Sourcing From China

There are many advantages when it comes to sourcing from China. However, all those advantages are determined by the sourcing company one is associated with. A good quality sourcing company can help to make sourcing from China advantageous whereas a company that isn’t invested in your needs and only in it for the money can make China a very disadvantageous place to ship from.

If you are working with a sourcing company you trust and can rely upon, then there are many benefits of sourcing from China.

1, One such benefit is that China tends to offer cheaper price compared to other countries. Even though China has been getting more and more expensive, prices here are still cheaper than what many Western countries would offer for the same products. At the same time, China is able to create products for a cheaper price and better quality compared to it’s other cheap Asian counterparts. Even though other Asian countries might offer prices lower than Chinese prices, the quality you are able to get from China tends to be higher.
2, Another benefit is that it is relatively faster to make goods in China due to larger factory sizes and the industrial market demand. For the same price and quality, China can make a good faster than anywhere is Asia just because there are so many factories looking for business and prepared for a challenge.
3, Chinese suppliers are also relatively pliable in terms of adjusting with demands. There is a lot of flexibility and creativity when it comes to factories here and order can easily be pushed up on late notice. Furthermore, shipping from China is relatively cheap due to the heavy loads that are constantly shipped worldwide.

More Tips About Sourcing From China

1. Sourcing completely through phone, email, and web search.

This is probably the riskiest way to source, but I am familiar with many people who source this way. Typically these are people with limited resources, but still want to get a product business started. The best way for these people to source is the following:

Find Suppliers: Look through the big platforms such as Alibaba, Manufacturers, Suppliers & Products in China, and Global Sources and start to connect with the suppliers that supply the product that they are looking for. Contact many suppliers and see if they can meet the product and price requirements. Narrow down the suppliers to 2-3 potential suppliers.
Buy Samples: Order samples from the 2-3 suppliers that have been chosen. Have the supplier ship the samples to your house or office for evaluation. Try to make sure that the supplier will send the desired packaging with the products so that you can evaluate both at the same time.
Provide instructions for modification: If you would like to modify or improve the product then provide the details to the supplier on what you would like changed. Work with your chosen supplier to finalize design.
Order final production samples: Have the supplier make a final product sample of what they will manufacture for you during batch production.
Approve the final sample and issue a purchase order (PO): Approve the final sample and issue a PO to the supplier. Most common payment terms are 30% paid up front to the supplier and 70% when the Bill of Lading is released.
Ship your goods: Choose a Freight Forwarder to help you ship your goods from China to your home country.
This is the simplest and most cost effective way to manufacture goods without going to China, but this method will sometimes but now always create the following problems for importers:

Communication problems: When discussing a more complicated product sometimes it is difficult to convey your message to the factory. Sometimes the factories English ability is less than perfect and things get lost in translation.
Trust problems: Is the person you are talking to over the internet really the factory? This is hard to tell when you are just having phone and email conversations.
Quality problems: Although the samples that you received looked good, it still doesn’t mean that the final batch production order is of the same high quality.

Think About Using Mobile Commerce to Boost Your Business

Many times we got confused about considering many e-commerce website to search a product and its too difficult to differentiate among them what to consider and what to eliminate. Mobile commerce is huge, and it’s only getting bigger. With the holiday shopping season just around the corner, there has never been a more important time to understand the significance of m-commerce within the online retail world. With almost everyone with real buying power adopting smart phones and tablets, then you have to optimize your site for better mobile viewing and conversions.
With new gadgets on the market people are more attracted to try out every aspect what can or can’t be done online. So, what is your consideration now?
Don’t you want to make a mobile website to better suit your business?