E-COMMERCE 101 FOR CREATIVES

MODULE 5

by Micah Diaz & Walter Villa

04 JULY 2024
• Ecommerce refers to when individuals or companies buy
and sell goods or services online.

• Ecommerce can be carried out on a smartphone app or

online store, on a social media platform, or through an
online marketplace. You can participate in ecommerce
anywhere you can establish an internet connection.

• Common examples of ecommerce include online shopping,

electronic payments, online auctions, and internet
banking.

• The goal of ecommerce for the seller is to drive online

sales using digital marketing strategies.
• What counts as the first ecommerce • Since then, technology moved fast
transaction is up for debate, with to meet the demands of this new
some activity observed as early as type of shopper. Ecommerce
the 1970s. But the first legal platforms like Shopify
transaction that occurred entirely democratized the industry,
online was conducted in 1994, when allowing a small business to sell
one friend sold a CD to another, 300 directly to consumers anywhere in
miles away. From there, the world. Social commerce, mobile
ecommerce exploded, with Amazon wallets, and AI tools round out the
and eBay launching just a year ecommerce we know today .
later, and PayPal following in 1998.
IMPORTANCE OF ECOMMERCE

1. CONVENIENCE FOR CONSUMERS

24/7 ACCESSIBILITY:

• E-commerce • Wide Selection: • Time -Saving:

platforms are Consumers have Online shopping
accessible access to a vast eliminates the
around the range of products need to travel to
clock , allowing and services from physical stores,
consumers to multiple vendors, saving time and
shop at any often with the ability effort.
time and from to compare prices
anywhere. and features easily.
IMPORTANCE OF ECOMMERCE

2. BUSINESS GROWTH AND

OPPORTUNITIES MARKET REACH

• E-commerce • Lower Operational • Data -Driven Decisions:

enables businesses Costs: Online stores E-commerce platforms
to reach a global can reduce the costs provide valuable data
audience , associated with on consumer behavior
overcoming physical retail spaces, and preferences,
geographical such as rent, utilities, helping businesses
limitations. and staff. tailor their strategies
and offerings.
IMPORTANCE OF ECOMMERCE

3. ECONOMIC
IMPACT

• Job Creation: The growth of • Innovation and Competition:

e-commerce has led to new E-commerce fosters
jobs in areas such as innovation as businesses strive
logistics, customer service, to improve their online
and digital marketing. presence and customer
experience. Increased
competition often leads to
better products and services
for consumers.
I MPORTANCE OF ECOMMERCE

4. ENHANCED CUSTOMER
EXPERI ENCE

• Pe rso na liza t io n: E-co m m e rce • Use r Re vie ws a nd Ra t ing s:

p la t fo rm s o ft e n u se Co nsu m e rs ca n re a d re vie ws
a lg o rit hm s t o re co m m e nd a nd ra t ing s fro m o t he r b u ye rs,
p ro d u ct s b a se d o n ind ivid u a l a id ing in info rm e d d e cisio n-
b ro wsing a nd p u rcha sing m a king .
hist o ry, cre a t ing a
p e rso na lize d sho p p ing
e xp e rie nce .
IMPORTANCE OF ECOMMERCE

5. SOCIAL AND ENVIRONMENTAL

BENEFITS

• Reduced Carbon Footprint: • Empowerment of Small

Online shopping can reduce Businesses: E-commerce
the need for physical stores provides small and niche
and commuting, potentially businesses with the
lowering carbon emissions. opportunity to reach wider
audiences without the need for
significant investment in
physical infrastructure.
I MPORTANCE OF ECOMMERCE

6. ADAPTABILITY AND
RESI LI ENCE

• Pa nd e m ic Re sp o nse : The • Sca la b ilit y: E-co m m e rce

COVI D-19 p a nd e m ic b u sine sse s ca n sca le m o re
hig hlig ht e d t he im p o rt a nce e a sily t ha n t ra d it io na l re t a il
o f e -co m m e rce a s b u sine sse s o p e ra t io ns, a d a p t ing q u ickly
a nd co nsu m e rs re lie d o n t o cha ng e s in d e m a nd .
o nline p la t fo rm s fo r e sse nt ia l
g o o d s a nd se rvice s d u ring
lo ckd o wns.
IMPORTANCE OF ECOMMERCE

7. TECHNOLOGICAL
ADVANCEMENTS
Ecommerce plays a crucial role in
the contemporary economic landscape by
• Integration with Emerging offering unparalleled convenience and
Technologies: E-commerce choice for consumers, significant growth
benefits from advancements opportunities for businesses, and positive
social and environmental impacts. Its
in technology such as
ability to adapt to changing
artificial intelligence, circumstances and integrate with new
machine learning, technologies ensures that e -commerce will
augmented reality, and continue to be a vital component of global
blockchain, enhancing commerce.
security, user experience,
and operational efficiency.
 OUTCOME 1
De scrib e t he cu rre nt e -co m m e rce la nd sca p e a nd e co syst e m in t he Philip p ine s.
1. Kno wle d g e a nd Ca p a cit y t o se t u p Eco m m e rce
[Link] g e a re d t o wa rd s Eco m m e rce ra t he r t ha n So cia l Me d ia a nd Physica l
St o re
[Link] ve rnm e nt Re q u ire m e nt s fo r Eco m m e rce Se t Up
4 .Mo st u se d a p p lica t io n/ se rve r fo r Eco m m e rce
[Link] [Link]
Wembm
sitoen m a np o we r in se t t ing u p Eco m m e rce
De ve lo p e r
[Link] p hic Art ist s
[Link] / UX De sig ne r
4 .Da t a Ana lyst
2.
E-COMMERCE PLATFORMS
OVERVI EW

1 >>
2.
E-COMMERCE PLATFORMS
OVERVI EW

2 >>
3.
1. BUSI NESS NEEDS AND 2.
GOALS BUDGET
• Sca le a nd Gro wt h: Co nsid e r yo u r • I nit ia l Co st s: Eva lu a t e t he se t u p
cu rre nt b u sine ss size a nd yo u r co st s, inclu d ing p la t fo rm fe e s,
g ro wt h p ro je ct io ns. So m e d o m a in re g ist ra t io n, a nd d e sig n.
p la t fo rm s a re b e t t e r su it e d fo r • Ong o ing Co st s: Co nsid e r m o nt hly
sm a ll b u sine sse s, while o t he rs su b scrip t io n fe e s, t ra nsa ct io n
ca t e r t o e nt e rp rise s wit h hig h- fe e s, a nd a ny a d d it io na l co st s fo r
vo lu m e sa le s. p lu g ins o r e xt e nsio ns.
• Pro d u ct Ra ng e : Ensu re t he • Sca la b ilit y Co st s: Asse ss ho w
p la t fo rm ca n ha nd le t he va rie t y co st s m ig ht incre a se a s yo u r
a nd nu m b e r o f p ro d u ct s yo u b u sine ss g ro ws a nd yo u ne e d
int e nd t o se ll. m o re fe a t u re s o r hig he r ca p a cit y.
• Ta rg e t Au d ie nce : Think a b o u t t he
g e o g ra p hica l m a rke t s yo u a im t o
re a ch a nd whe t he r t he p la t fo rm
su p p o rt s m u lt ip le cu rre ncie s a nd
la ng u a g e s.
3.
3. EASE OF 4 . TECHNI CAL
USE FEATURES
• Use r-Frie nd ly I nt e rfa ce : Cho o se • SEO Ca p a b ilit ie s: The p la t fo rm
a p la t fo rm wit h a n int u it ive sho u ld o ffe r st ro ng SEO fe a t u re s
int e rfa ce fo r b o t h yo u a nd yo u r t o he lp yo u r st o re ra nk we ll in
cu st o m e rs. se a rch e ng ine re su lt s.
• Cu st o m iza t io n: Ensu re t he • Mo b ile Re sp o nsive ne ss: Ensu re
p la t fo rm a llo ws e a sy t he p la t fo rm p ro vid e s a m o b ile -
cu st o m iza t io n o f yo u r st o re ’s frie nd ly d e sig n, a s a sig nifica nt
a p p e a ra nce a nd fu nct io na lit y p o rt io n o f e -co m m e rce t ra ffic
wit ho u t re q u iring e xt e nsive co m e s fro m m o b ile d e vice s.
t e chnica l skills. • Pe rfo rm a nce : The p la t fo rm
• Ad m in To o ls: Lo o k fo r sho u ld lo a d q u ickly a nd ha nd le
co m p re he nsive a d m in t o o ls fo r hig h t ra ffic vo lu m e s wit ho u t
m a na g ing inve nt o ry, o rd e rs, a nd issu e s.
cu st o m e r d a t a e fficie nt ly.
3.
5. 6. PAYMENT AND
SECURI TY SHI PPI NG
• SSL Ce rt ifica t e s: The p la t fo rm
sho u ld su p p o rt SSL ce rt ifica t e s
OPTI ONS
• Pa ym e nt Ga t e wa ys: Che ck t he
t o e ncryp t d a t a a nd e nsu re a va ila b ilit y o f va rio u s p a ym e nt
se cu re t ra nsa ct io ns. g a t e wa ys a nd whe t he r t he y
• PCI Co m p lia nce : Ensu re t he int e g ra t e sm o o t hly wit h t he
p la t fo rm co m p lie s wit h PCI DSS p la t fo rm .
(Pa ym e nt Ca rd I nd u st ry Da t a • Ship p ing I nt e g ra t io n: Lo o k fo r
Se cu rit y St a nd a rd ) t o p ro t e ct p la t fo rm s t ha t o ffe r int e g ra t io n
cre d it ca rd info rm a t io n. wit h m u lt ip le ship p ing ca rrie rs
• Re g u la r Up d a t e s: The p la t fo rm a nd su p p o rt fo r re a l-t im e
sho u ld re g u la rly u p d a t e it s ship p ing ra t e s a nd t ra cking .
so ft wa re t o p a t ch vu lne ra b ilit ie s
a nd e nha nce se cu rit y.
3. 7. CUSTOMER 8. CUSTOMIZATION
SUPPORT AND
• Support Channels: Evaluate the
availability and responsiveness
EXTENSIBILITY
• Plugins and Extensions: Ensure
of customer support through the platform supports a wide
channels like chat, email, and range of plugins or extensions to
phone. enhance functionality.
• Community and Resources: • APIs: For more advanced
Consider platforms with active customization, check if the
user communities, forums, and platform offers robust APIs for
extensive documentation or integration with other systems
tutorials. and services.

• Shopify: Known for its ease of use, scalability, and excellent customer support. Suitable for businesses of all

9. POPULAR sizes.
• WooCommerce: A WordPress plugin that offers high customization and flexibility. Best for users familiar

ECOMMERCE with WordPress.

• Magento: Highly customizable and powerful, ideal for larger businesses with technical resources.

PLATFORMS • BigCommerce: Offers robust features and scalability, suitable for growing businesses.
• Squarespace: Provides beautiful design templates and is suitable for small to medium -sized businesses
focused on aesthetics.
• Wix eCommerce: User-friendly with strong design capabilities, suitable for small businesses.
 OUTCOME
Acce ss t he fo llo wing So ft wa re t o he a d st a rt yo u r e2co m m e rce jo u rne y a nd d e fe nd
why t ha t p a rt icu la r a p p wo u ld su it e yo u r b u sine ss.
PRODUCT PHOTOS
PRODUCT PHOTOS
PRODUCT PHOTOS
PRODUCT PHOTOS
 OUTCOME
Pla n yo u r we b sit e ’s int e rfa ce / na3vig a t io n
 OPTI MI ZI NG ASSETS
Optimizing a sse t size s is cru cia l fo r e nha ncing u se r e xp e rie nce a nd e nsu ring fa st e r
lo a d t im e s, which ca n p o sit ive ly im p a ct co nve rsio ns a nd SEO. He re a re so m e sp e cific
g u id e line s fo r o p t im izing a sse t size s
Ima ges
• Fo rm a t : Use J PEG fo r p ho t o g ra p hs, PNG fo r im a g e s wit h t ra nsp a re ncy, a nd co nsid e r
We b P fo r b e t t e r co m p re ssio n.
• Co m p re ssio n To o ls: Use t o o ls like TinyPNG, I m a g e Op t im , o r Sho p ify's b u ilt -in im a g e
co m p re ssio n.
• Size : Ke e p im a g e s u nd e r 20 0 KB whe re p o ssib le , a nd a im fo r a m a xim um o f 50 0 KB fo r
la rg e r im a g e s. Ensu re p ro d u ct im a g e s a re o p t im ize d fo r b o t h we b a nd m o b ile .
• Re sp o nsive I m a g e s: Use Sho p ify’s re sp o nsive im a g e fe a t u re b y a d d ing m u lt ip le im a g e
size s t o yo u r t he m e fo r d iffe re nt scre e n re so lu t io ns.
 OPTI MI ZI NG ASSETS

Videos
• Fo rm a t : Use fo rm a t s like MP4 wit h H.264 co d e c o r We b M fo r b e t t e r co m p re ssio n.
• Size : Ke e p vid e o s a s sm a ll a s p o ssib le wit ho u t sa crificing q u a lit y. I d e a lly, vid e o s sho u ld
b e u nd e r 1-2 MB fo r sho rt clip s a nd co m p re sse d e ffe ct ive ly fo r lo ng e r vid e o s.
Scrip t s a nd St yle she e t s
• Minifica t io n: Minify J a va Scrip t a nd CSS file s t o re d u ce size .
• Co m p re ssio n: Ena b le g zip o r Bro t li co m p re ssio n o n yo u r se rve r.
• Size : Try t o ke e p co m b ine d CSS u nd e r 50 KB a nd co m b ine d J a va Scrip t u nd e r 10 0 KB.
Use co d e sp lit t ing t o lo a d o nly ne ce ssa ry scrip t s fo r e a ch p a g e .
 PRI CI NG STRATEGI ES
In e Co m m e rce , e ffe ct ive p ricing st ra t e g ie s a re cru cia l fo r a t t ra ct ing cu st o m e rs a nd
m a xim izing p ro fit s. He re a re ke y st ra t e g ie s:

• Co m p e t it ive Pricing : Se t t ing p rice s b a se d o n co m p e t it o rs t o st a y re le va nt .

• Co st -Plu s Pricing : Ad d ing a m a rku p t o t he co st o f g o o d s t o e nsu re co ve ring co st s.
• Dyna m ic Pricing : Ad ju st ing p rice s in re a l-t im e b a se d o n d e m a nd a nd co m p e t it io n.
• Psycho lo g ica l Pricing : Using p rice s t ha t a p p e a l p sycho lo g ica lly, like $ 9.99 inst e a d o f $ 10 .
• Disco u nt Pricing : Offe ring sa le s a nd p ro m o t io ns t o a t t ra ct p rice -se nsit ive cu st o m e rs.
• Pre m iu m Pricing : Se t t ing hig he r p rice s t o re fle ct e xclu sivit y o r hig h q u a lit y.
• Bu nd le Pricing : Se lling p ro d u ct s t o g e t he r a t a lo we r co m b ine d p rice .
• Ancho r Pricing : Disp la ying o rig ina l p rice s ne xt t o d isco u nt s t o hig hlig ht sa ving s.
• Fre e m iu m Pricing : Offe ring b a sic se rvice s fo r fre e , cha rg ing fo r p re m iu m fe a t u re s.
• Ge o g ra p hic Pricing : Se t t ing d iffe re nt p rice s b a se d o n lo ca t io n.
• Va lu e -Ba se d Pricing : Pricing b a se d o n t he p e rce ive d va lu e t o t he cu st o m e r.
 PRI CI NG STRATEGI ES

Best Pra ct ice s

• A/ B Te st ing : Te st d iffe re nt st ra t e g ie s t o find t he b e st fit .

• Cu st o m e r Fe e d b a ck: Und e rst a nd cu st o m e r p e rce p t io ns o f yo u r p ricing .
• Ana lyt ics: Tra ck p e rfo rm a nce a nd a d ju st st ra t e g ie s b a se d o n d a t a .
• Fle xib ilit y: Be re a d y t o a d a p t p rice s b a se d o n m a rke t a nd cu st o m e r b e ha vio r.

The se st ra t e g ie s he lp e Co m m e rce b u sine sse s o p t im ize p ricing t o d rive sa le s a nd

im p ro ve p ro fit a b ilit y.
 OUTCOME 3.
Cre a t e a Pro d u ct I nfo rm a t io n She e t Te m p la t e fo r yo u r SKUs
Wit h co rre sp o nd ing p rice p o int b a se d o n yo u r cho se n Pricing St ra t e g y
5.
1. KEYWORD 2. ON-PAGE
• Find Re leRESEARCH
va nt Ke ywo rd s: Use • Tit le Ta g s: I nclu dSEO
e m a in ke ywo rd s in
t o o ls like Go o g le Ke ywo rd yo u r p a g e t it le s.
Pla nne r t o d isco ve r wha t yo u r • Me t a De scrip t io ns: Writ e sho rt ,
cu st o m e rs a re se a rching fo r. co m p e lling su m m a rie s wit h ke ywo rd s.
• Use Sp e cific Phra se s: Fo cu s o n • He a d ing s: Use H1, H2, a nd H3 t a g s wit h
lo ng -t a il ke ywo rd s like “b e st ke ywo rd s t o st ru ct u re yo u r co nt e nt .
wa t e rp ro o f ru nning sho e s.” • Pro d u ct De scrip t io ns: Writ e u niq u e ,
• Che ck Co m p e t it o rs: Se e wha t d e t a ile d d e scrip t io ns wit h ke ywo rd s.
ke ywo rd s yo u r co m p e t it o rs ra nk • URLs: Ke e p URLs sho rt a nd inclu d e
fo r. ke ywo rd s.

• Fa st Lo a d Tim e s: Op t im ize yo u r sit e fo r sp e e d .

• Mo b ile -Frie nd ly: Ensu re yo u r sit e lo o ks g o o d a nd wo rks we ll o n m o b ile
d e vice s.
3. TECHNI CAL • Se cu re Sit e : Use HTTPS fo r se cu rit y.
SEO • XML Sit e m a p : Su b m it a sit e m a p t o he lp se a rch e ng ine s ind e x yo u r sit e .
• Ro b o t s.t xt : Ensu re t his file a llo ws se a rch e ng ine s t o cra wl im p o rt a nt
p a g e s.
5.
4 . CONTENT 5. LI NK
MARKETI NG BUI LDI NG
• Blo g g ing : Writ e he lp fu l a rt icle s • Ge t Ba cklinks: Ea rn links fro m
re la t e d t o yo u r p ro d u ct s. re p u t a b le we b sit e s.
• Gu id e s: Cre a t e d e t a ile d ho w-t o • Gu e st Blo g g ing : Writ e a rt icle s fo r o t he r
g u id e s. sit e s t o g e t links b a ck.
• Cu st o m e r Re vie ws: Enco u ra g e • I nflu e nce rs: Wo rk wit h influ e nce rs t o
cu st o m e rs t o le a ve re vie ws. g e t m e nt io ns a nd links.

• Ea sy Na vig a t io n: Ma ke yo u r sit e e a sy t o na vig a t e .

6. USER • I nt e rna l Links: Link t o re la t e d p ro d u ct s wit hin yo u r sit e .
EXPERI ENCE • Pro d u ct Re vie ws: Allo w a nd d isp la y cu st o m e r re vie ws.
(UX)
5.
7. LOCAL SEO
• Go o g le My Bu sine ss: Se t u p a p ro file if yo u ha ve a p hysica l st o re .
• Lo ca l Ke ywo rd s: Use ke ywo rd s sp e cific t o yo u r lo ca t io n.
• Lo ca l List ing s: Ensu re yo u r b u sine ss info is a ccu ra t e o n lo ca l d ire ct o rie s.

8. ANALYTI CS AND
MONI TORI NG
• Tra ck Pe rfo rm a nce : Use Go o g le Ana lyt ics t o se e ho w yo u r sit e is d o ing .
• Fix I ssu e s: Use Go o g le Se a rch Co nso le t o id e nt ify a nd fix p ro b le m s.
• SEO To o ls: Mo nit o r yo u r ra nking s a nd b a cklinks wit h t o o ls like SEMru sh o r Ahre fs.

BEST • Re g u la r Che ck-u p s: Co nd u ct re g u la r SEO a u d it s t o find a nd fix issu e s.

PRACTI CES • St a y I nfo rm e d : Ke e p u p wit h SEO t re nd s a nd u p d a t e s.
• Co nt inu o u s I m p ro ve m e nt : Re g u la rly u p d a t e a nd o p t im ize yo u r co nt e nt .
SEMRUSH
SEMRUSH
SEMRUSH
 OUTCOME 4.

Do a Ke ywo rd Pla nning

a nd Co rre sp o nd ing Pa g e
Tit le a nd Pro d u ct De scrip t io n
t ha t is a p p lica b le fo r yo u r
b u sine sse s.
SEMRUSH
1. Just -I n-Tim e (J I T) I nve nt o ry
• Co nce p t : Ord e r a nd re ce ive inve nt o ry o nly whe n ne e d e d
t o re d u ce st o ra g e co st s a nd wa st e .

2. ABC Ana lysis

• Co nce p t : Cla ssify inve nt o ry b a se d o n va lu e a nd p rio rit ize
m a na g e m e nt e ffo rt s a cco rd ing ly.

3. FI FO (First -I n, First -Ou t )

• Co nce p t : Se ll o ld e st inve nt o ry first t o m inim ize
o b so le sce nce a nd e nsu re fre shne ss.

4 . Sa fe t y St o ck
• Co nce p t : Ke e p e xt ra inve nt o ry a s a b u ffe r a g a inst
u ne xp e ct e d d e m a nd sp ike s o r d e la ys.
5. Reorder Point Formula
• Co nce p t : Ca lcu la t e whe n t o re o rd e r inve nt o ry b a se d o n
sa le s ra t e , le a d t im e , a nd sa fe t y st o ck.

6. Dro p ship p ing

• Co nce p t : Fu lfill o rd e rs d ire ct ly fro m su p p lie rs t o re d u ce
inve nt o ry co st s a nd e xp a nd p ro d u ct o ffe ring s.

7. Co nsig nm e nt I nve nt o ry
• Co nce p t : Se ll g o o d s whe re t he su p p lie r re t a ins o wne rship
u nt il t he y a re so ld , m inim izing risk.

8. Pe rp e t u a l I nve nt o ry Ma na g e m e nt
• Co nce p t : Co nt inu o u sly t ra ck inve nt o ry le ve ls in re a l-t im e
wit h a u t o m a t e d syst e m s fo r a ccu ra cy.
 Streamlining o rd e r p ro ce ssing a nd fu lfillm e nt is cru cia l fo r e -co m m e rce b u sine sse s t o
e nha nce e fficie ncy, re d u ce e rro rs, a nd im p ro ve cu st o m e r sa t isfa ct io n. He re a re sim p lifie d st e p s t o
a chie ve t his:

1. Au t o m a t e Ord e r Pro ce ssing

• Use E-co m m e rce Pla t fo rm s: Ut ilize p la t fo rm s like Sho p ify, Wo o Co m m e rce , o r Ma g e nt o t ha t
a u t o m a t e o rd e r m a na g e m e nt .
• Ord e r No t ifica t io ns: Se t u p a u t o m a t e d no t ifica t io ns fo r ne w o rd e rs t o st re a m line p ro ce ssing .

2. Ce nt ra lize Ord e r Ma na g e m e nt
• Sing le Da shb o a rd : Use a ce nt ra lize d d a shb o a rd t o vie w a nd m a na g e a ll o rd e rs.
• I nt e g ra t io n: I nt e g ra t e yo u r e -co m m e rce p la t fo rm wit h inve nt o ry a nd ship p ing m a na g e m e nt
syst e m s fo r se a m le ss u p d a t e s.

3. Op t im ize I nve nt o ry Ma na g e m e nt
• Re a l-Tim e Up d a t e s: I m p le m e nt syst e m s t ha t p ro vid e re a l-t im e inve nt o ry u p d a t e s t o p re ve nt
o ve rse lling .
• St o ck Ale rt s: Se t u p a le rt s fo r lo w st o ck le ve ls t o re o rd e r e fficie nt ly.
4. Efficient Pick, Pack, and Ship
• Pick St ra t e g ie s: Use b a t ch p icking o r zo ne p icking t o sp e e d u p fu lfillm e nt .
• Pa cka g ing : St a nd a rd ize p a cka g ing p ro ce sse s t o m inim ize e rro rs a nd re d u ce p a cking t im e .
• Ship p ing La b e ls: Au t o m a t e p rint ing o f ship p ing la b e ls t o st re a m line fu lfillm e nt .

5. Use Fu lfillm e nt Se rvice s

• Ou t so u rcing : Co nsid e r u sing t hird -p a rt y fu lfillm e nt se rvice s like Fu lfillm e nt b y Am a zo n (FBA) o r Ship Bo b
fo r fa st e r a nd m o re e fficie nt o rd e r p ro ce ssing .
• Dro p ship p ing : Pa rt ne r wit h su p p lie rs who ca n d ire ct ly ship p ro d u ct s t o cu st o m e rs t o re d u ce ha nd ling
t im e .

6. Cu st o m e r Co m m u nica t io n
• Ord e r St a t u s Up d a t e s: Au t o m a t ica lly no t ify cu st o m e rs a b o u t o rd e r co nfirm a t io n, ship m e nt t ra cking , a nd
d e live ry u p d a t e s.
• Cu st o m e r Se rvice I nt e g ra t io n: I nt e g ra t e cu st o m e r se rvice p la t fo rm s t o ha nd le inq u irie s re la t e d t o o rd e r
st a t u s e fficie nt ly.
7. Analytics and Optimization
• Pe rfo rm a nce Me t rics: Tra ck ke y m e t rics su ch a s o rd e r p ro ce ssing t im e , fu lfillm e nt a ccu ra cy, a nd
cu st o m e r sa t isfa ct io n.
• Co nt inu o u s I m p ro ve m e nt : Use d a t a a na lyt ics t o id e nt ify b o t t le ne cks a nd o p t im ize p ro ce sse s re g u la rly.

• St re a m line d Re t u rns Pro ce ss: Sim p lify t he re t u rns p ro ce ss t o m a int a in

cu st o m e r sa t isfa ct io n.
Be st • Tra ining a nd Do cu m e nt a t io n: Ensu re st a ff a re we ll-t ra ine d o n o rd e r
Pra ct ice s p ro ce ssing p ro ce d u re s a nd ha ve a cce ss t o u p d a t e d d o cu m e nt a t io n.
• Fe e d b a ck Lo o p : Ga t he r fe e d b a ck fro m cu st o m e rs a nd st a ff t o co nt inu o u sly
im p ro ve fu lfillm e nt p ro ce sse s.
 Simulate the end -t o -e nd o rd e r wo rkflo w p ro ce ss, fro m o rd e r p la ce m e nt t o
fu lfillm e nt a nd d e live ry.
 CUSTOMER SERVI CE
• Support Channels
⚬ Ava ila b ilit y: Offe r su p p o rt t hro u g h e m a il, live cha t , p ho ne , a nd so cia l m e d ia .
⚬ I nt e g ra t io n: Use t o o ls t ha t co nne ct wit h yo u r e -co m m e rce p la t fo rm fo r sm o o t h co m m u nica t io n.
• Re sp o nse Tim e
⚬ Pro m p t ne ss: Aim t o re p ly t o cu st o m e r q u e rie s wit hin 24 ho u rs.
⚬ Au t o m a t io n: Use cha t b o t s o r a u t o m a t e d re sp o nse s fo r q u ick a nswe rs t o co m m o n q u e st io ns.
• Se lf-He lp Op t io ns
⚬ FAQs: Cre a t e a cle a r FAQ se ct io n t o a d d re ss co m m o n issu e s.
⚬ Gu id e s: Pro vid e e a sy-t o -fo llo w g u id e s fo r u sing p ro d u ct s o r re so lving p ro b le m s.
• Pe rso na lize d Se rvice
⚬ Cu st o m e r Da t a : Use cu st o m e r info rm a t io n t o p e rso na lize int e ra ct io ns.
⚬ Fo llo w-u p : Che ck b a ck wit h cu st o m e rs a ft e r re so lving issu e s t o e nsu re sa t isfa ct io n.
• Fe e d b a ck Co lle ct io n
⚬ Su rve ys: Ga t he r fe e d b a ck t hro u g h su rve ys t o im p ro ve se rvice q u a lit y.
⚬ Re vie ws: Enco u ra g e cu st o m e rs t o le a ve re vie ws t o b u ild t ru st .
 CUSTOMER SERVI CE
RETURNS AND REFUNDS
• Cle a r Po licie s
⚬ Tra nsp a re ncy: Cle a rly st a t e re t u rn a nd re fu nd p o licie s o n yo u r we b sit e .
⚬ Ea sy Acce ss: Ma ke p o licie s e a sily a cce ssib le fro m p ro d u ct p a g e s a nd d u ring che cko u t .
• Sim p le Pro ce ss
⚬ Online Po rt a l: Pro vid e a n o nline p la t fo rm fo r cu st o m e rs t o st a rt re t u rns a nd t ra ck p ro g re ss.
⚬ Pre p a id La b e ls: I nclu d e p re p a id ship p ing la b e ls t o sim p lify re t u rn ship p ing .
• Efficie nt Pro ce ssing
⚬ Tim e ly Ha nd ling : Pro ce ss re t u rns p ro m p t ly u p o n re ce ip t t o issu e re fu nd s o r re p la ce m e nt s q u ickly.
⚬ Co m m u nica t io n: Ke e p cu st o m e rs info rm e d a t e a ch st e p o f t he re t u rn p ro ce ss.
• Qu a lit y Che cks
⚬ I nsp e ct io n: Che ck re t u rne d it e m s p ro m p t ly t o d e cid e o n re sa le o r re fu rb ishm e nt .
⚬ Re st o cking : Re -st o ck it e m s swift ly t o m a int a in a ccu ra t e inve nt o ry.
• Su p p o rt ive Assist a nce
⚬ He lp : Assist cu st o m e rs d u ring t he re t u rn p ro ce ss t o a d d re ss co nce rns a nd e nsu re sm o o t h re t u rns.
⚬ Fle xib ilit y: Ha nd le e xce p t io ns t o p o licie s wit h e m p a t hy t o m a int a in cu st o m e r sa t isfa ct io n.
 CUSTOMER SERVICE
• CONTINUOUS IMPROVEMENT : USE METRICS TO IDENTIFY AREAS
FOR SERVICE AND PROCESS ENHANCEMENTS.
BEST • TRAINING : EDUCATE CUSTOMER SERVICE TEAMS ON PRODUCTS
PRACTICES AND HANDLING CUSTOMER ISSUES EFFECTIVELY.
• INTEGRATION : INTEGRATE SERVICE AND RETURNS PROCESSES
WITH YOUR INVENTORY AND ORDER MANAGEMENT SYSTEMS
FOR SEAMLESS OPERATIONS .

BY FOLLOWING THESE SIMPLIFIED STEPS AND BEST PRACTICES,

E-COMMERCE BUSINESSES CAN ENHANCE CUSTOMER
SATISFACTION, TRUST, AND OPERATIONAL EFFICIENT
 SESSION
1
• What is the difference in using Marketplaces or
your own website?

• Name 2 pricing strategies that will be relevant for

your business?

• Provide 2 examples of Ecommerce Customer

support that you’ve experience and would like to
implement for your business as well?
SESSION 2: Marketing and Growth
MODULE 5
2. CONTENT
MARKETING 3. SOCIAL MEDIA
MARKETING
• Blogging: Creating valuable content to • Platform Selection: Choosing
attract and engage your audience. the right social media
• Video Content: Using platforms like platforms (e.g., Facebook,
YouTube or TikTok to share engaging Instagram, LinkedIn) based on
video content. your audience.
• Infographics: Designing informative • Content Strategy: Planning and
graphics to convey complex information scheduling posts to engage
easily. your followers.
• eBooks and Whitepapers: Providing in - • Social Media Advertising: Using
depth knowledge on specific topics to paid ads to reach a broader or
generate leads. more targeted audience.
4. EMAIL
MARKETING 5. 5. PAY-PER-CLICK
(PPC) ADVERTISING
• List Building: Collecting • Google Ads: Bidding on
email addresses through keywords to display ads on
sign -ups and lead magnets. Google's search results.
• Segmentation: Dividing your • Social Media Ads: Running
email list into segments targeted ads on social media
based on interests or platforms.
behaviors. • Display Advertising: Placing
• Automation: Setting up banner ads on relevant
automated email sequences websites.
for nurturing leads and
onboarding new customers.
6. AFFILIATE
MARKETING 7. INFLUENCER
MARKETING
• Affiliate Partnerships: • Identifying Influencers: Finding
Collaborating with individuals with significant
influencers or other followings who align with your
businesses to promote your brand.
products. • Campaign Pla nning:
• Commission Structures: Structuring agreements and
Offering incentives to campaigns to leverage
affiliates for driving sales or influencers' reach.
leads.
8. CONVERSION RATE
OPTIMIZATION (CRO) [Link] AND DATA -
DRIVEN MARKETING

• A/B Testing: Testing • Tracking and Measurement:

different versions of web Using tools like Google
pages or ads to see which Analytics to monitor campaign
performs better. performance.
• User Experience (UX) • Data Analysis: Interpreting
Design: Enhancing the data to make informed
usability of your website to marketing decisions.
improve conversions.
10. MOBILE
MARKETING 11. LOCAL
SEO
• App Marketing: Promoting • Google My Business:
your mobile app to increase Optimizing your business
downloads and profile for local searches.
engagement. • Local Listings: Ensuring your
• SMS Marketing: Sending business is listed accurately on
promotional messages local directories.
directly to customers'
mobile phones.
 • Und e rst a nd Yo u r Au d ie nce : Co nd u ct m a rke t re se a rch t o kno w who yo u r
a u d ie nce is a nd wha t t he y ne e d .
• Cre a t e Qu a lit y Co nt e nt : Fo cu s o n p ro d u cing va lu a b le , re le va nt , a nd
co nsist e nt co nt e nt .
• Eng a g e o n So cia l Me d ia : I nt e ra ct wit h yo u r a u d ie nce a nd re sp o nd t o t he ir
BEST q u e rie s p ro m p t ly.
PRACTI CES • Op t im ize fo r Mo b ile : Ensu re yo u r we b sit e a nd co nt e nt a re m o b ile -frie nd ly.
• Me a su re a nd Ad ju st : Re g u la rly a na lyze yo u r m a rke t ing e ffo rt s a nd a d ju st
st ra t e g ie s a s ne e d e d .
• St a y Up d a t e d : Ke e p u p wit h t he la t e st t re nd s a nd u p d a t e s in d ig it a l
m a rke t ing t o st a y a he a d .

I m p le m e nt ing a co m b ina t io n o f t he se d ig it a l m a rke t ing st ra t e g ie s ca n he lp

CONCLUSI ON yo u b u ild a ro b u st o nline p re se nce , a t t ra ct a nd re t a in cu st o m e rs, a nd
u lt im a t e ly d rive b u sine ss g ro wt h.
DIGITAL MARKETING STRATEGIES
SOCIAL MEDIA
SOCIAL MEDIA
LEARNI NG OUTCOME 6

CREATE CONTENT CALENDAR FOR 1 MONTH

COMMUNITY MANAGEMENT

5 KEYS TO BUI LDI NG A COMMUNI TY MANAGEMENT STRATEGY

1 ACQUI SI TI ON
2 SOCI AL CUSTOMER CARE 3 CRI SI S
MANAGEMENT FOR
Ha ve a re a d y st ra t e g y in
p la ce t o re a ch yo u r
Pa y a t t e nt io n t o yo u r cu st o m e rs a nd SOCI AL
ha p p ily so lve t he ir p ro b le m s a cro ss a ll
co m m u nit y a lo ng t he b u ye r’s Do n’t le t issu e s g e t o u t o f yo u r co nt ro l.
cha nne ls
jo u rne y. Tra in yo u r t e a m t o ha nd le so cia l crise s
inst a nt ly.

4 RETENTI ON 5 ADVOCACY

Ma int a in cu st o m e r int e re st in yo u r I d e nt ify yo u r su p e r fa ns a nd

b ra nd e ve n whe n t he y’re no t a m b a ssa d o rs, t he n e nco u ra g e
sho p p ing o r p u rcha sing . t he m t o sp re a d t he wo rd
BEST
PRACTI CES
He re a re st e p s t o im p ro ve yo u r cu st o m e r a cq u isit io n
e ffo rt s in yo u r co m m u nit y m a na g e m e nt st ra t e g y
COMMUNITY MANAGEMENT

BE READY CUSTOMI ZE VALI DATE

Cu st o m ize q u e rie s
Be re a d y wit h a so cia l While p e rfo rm a nce
a nd e xp e rt ise
m e d ia co m m u nit y m e t rics p a int t he
le ve ls b a se d o n
m a na g e m e nt st ra t e g y e fficie ncy p ict u re ,
cu st o m e r jo u rne y
a s ca m p a ig ns u nfo ld , st a g e s a nd
yo u ca n a lso
a nd la b e l yo u r le ve ra g e va lid a t e yo u r
cu st o m e r q u e rie s t o co m m u nit y m a rke t ing
re fle ct e a ch b u sine ss fe e d b a ck fo r e ffe ct ive ne ss
fu nne l st a g e . ca m p a ig ns a nd t hro u g h co m m u nit y
co nt e nt . e ng a g e m e nt .
EMAI L

Email m a rke t ing re m a ins o ne

o f t he m o st e ffe ct ive cha nne ls
fo r nu rt u ring le a d s, e ng a g ing
cu st o m e rs, a nd d riving sa le s.
EMAI L MARKETI NG

EMAIL MARKETING EFFORT

EMAIL MARKETING

YOUR EMAI L LI ST
• De m o g ra p hic Se g m e nt a t io n:
• Le a d Ma g ne t s: Offe r va lu a b le Gro u p su b scrib e rs b a se d o n
re so u rce s like e Bo o ks, a g e , g e nd e r, lo ca t io n, e t c.
che cklist s, o r e xclu sive co nt e nt • Be ha vio ra l Se g m e nt a t io n:
in e xcha ng e fo r e m a il sig n-u p s. Se g m e nt b a se d o n p a st
• Op t -I n Fo rm s: Use p o p -u p s, p u rcha se b e ha vio r, e m a il
slid e -ins, a nd inline fo rm s o n e ng a g e m e nt , a nd b ro wsing
yo u r we b sit e t o ca p t u re e m a il hist o ry.
a d d re sse s. • I nt e re st -Ba se d Se g m e nt a t io n:
• So cia l Me d ia Pro m o t io n: Use p re fe re nce s a nd int e re st s
Enco u ra g e yo u r so cia l m e d ia t o t a ilo r e m a il co nt e nt .
fo llo we rs t o jo in yo u r e m a il list .
EMAIL MARKETING

• Dynamic Content: Customize

• Welcome Series:
email content based on
Automatically send a series of
subscriber data.
onboarding emails to new
• Personalized Subject Lines:
subscribers.
Include the recipient's name or
• Drip Campaigns: Create
other personalized information
automated sequences for
in the subject line.
nurturing leads over time.
• Behavioral Triggers: Send
• Re-Engagement Campaigns:
emails triggered by specific
Set up automated emails to
actions, such as cart
win back inactive subscribers.
abandonment or past
purchases.
EMAI L MARKETI NG

STRATEGY

• Va lu e -Drive n Co nt e nt : Fo cu s o n • Mo b ile Op t im iza t io n: Ensu re

p ro vid ing va lu a b le a nd re le va nt yo u r e m a ils a re m o b ile -
co nt e nt t o yo u r su b scrib e rs. frie nd ly.
• Mix Co nt e nt Typ e s: Use a • Cle a r Ca ll-t o -Act io n (CTA):
va rie t y o f co nt e nt , su ch a s Ma ke yo u r CTAs st a nd o u t
ne wsle t t e rs, p ro d u ct u p d a t e s, a nd g u id e re cip ie nt s o n wha t
e d u ca t io na l co nt e nt , a nd t o d o ne xt .
p ro m o t io na l o ffe rs. • Visu a ls: Use hig h-q u a lit y
• St o ryt e lling : Eng a g e su b scrib e rs im a g e s a nd vid e o s t o
wit h co m p e lling st o rie s a b o u t e nha nce yo u r e m a il co nt e nt .
yo u r b ra nd o r p ro d u ct s.
EMAIL MARKETING

• A/B Testing: Test different • GDPR and CAN -SPAM: Ensure

subject lines, email content, your emails comply with legal
images, and CTAs to see what requirements, including
works best. providing clear opt -in
• Performance Metrics: Track mechanisms and an easy way
open rates, click -through rates, to unsubscribe.
conversion rates, and • Double Opt -In: Use a double
unsubscribe rates. opt -in process to confirm
• Continuous Improvement: Use subscribers want to receive
insights from testing to your emails.
continually refine your email
marketing strategy.
EMAI L MARKETI NG

INTERACTION

• Su rve ys a nd Fe e d b a ck: Use • Ho lid a y Pro m o t io ns: Pla n

e m a il su rve ys t o g a t he r e m a il ca m p a ig ns a ro u nd
fe e d b a ck a nd im p ro ve yo u r m a jo r ho lid a ys a nd e ve nt s.
o ffe ring s. • Pro d u ct La u nche s: Use e m a il
• I nt e ra ct ive Ele m e nt s: t o b u ild a nt icip a t io n a nd
I nco rp o ra t e int e ra ct ive a nno u nce ne w p ro d u ct s.
e le m e nt s like p o lls, q u izze s, o r • Eve nt I nvit a t io ns: Se nd
co u nt d o wn t im e rs. invit a t io ns a nd re m ind e rs fo r
• So cia l Pro o f: I nclu d e cu st o m e r we b ina rs, co nfe re nce s, a nd
re vie ws, t e st im o nia ls, a nd ca se o t he r e ve nt s.
st u d ie s t o b u ild t ru st .
 • Ma int a in List Hyg ie ne : Re g u la rly cle a n yo u r
e m a il list t o re m o ve ina ct ive su b scrib e rs.
• Be Co nsist e nt : Ma int a in a co nsist e nt se nd ing
sche d u le so su b scrib e rs kno w whe n t o e xp e ct
BEST yo u r e m a ils.
• Cle a r Su b je ct Line s: Writ e co ncise a nd
PRACTI CES co m p e lling su b je ct line s t o im p ro ve o p e n
ra t e s.
FOR • Mo nit o r De live ra b ilit y: Use t o o ls t o e nsu re
yo u r e m a ils a re re a ching re cip ie nt s' inb o xe s,
EMAI L no t sp a m fo ld e rs.
• Tra ck Co m p e t it o rs: Ke e p a n e ye o n

MARKETI NG co m p e t it o rs' e m a il st ra t e g ie s t o id e nt ify

o p p o rt u nit ie s a nd t hre a t s.
LEARNING OUTCOME 7

CREATE AN EMAI L MARKETI NG TEMPLATE FOR

NEW CUSTOMERS/ SI GN UP TO NEWSLETTER SHOPPI NG CONFI RMATI ON AND SHI PPI NG DETAI LS
PAI D

Paid a d ve rt ising is e sse nt ia l

fo r e Co m m e rce b u sine sse s t o
re a ch m o re cu st o m e rs a nd
b o o st sa le s.
PAID ADVERTISING

KEYS OF MAJ OR
PAI D ADVERTI SI NG PLATFORMS

[Link] a rch Ad s: Ap p e a r o n se a rch • Go o g le Ad s: Se a rch, d isp la y,

e ng ine s like Go o g le . a nd sho p p ing a d s.
[Link] cia l Me d ia Ad s: Ru n o n • Fa ce b o o k Ad s: Ad s o n Fa ce b o o k
p la t fo rm s like Fa ce b o o k, a nd I nst a g ra m .
I nst a g ra m , Twit t e r, a nd Pint e re st .
• Am a zo n Ad ve rt ising : Pro m o t e s
[Link] la y Ad s: Ba nne r a d s o n
p ro d u ct s o n Am a zo n.
va rio u s we b sit e s.
• Pint e re st Ad s: Visu a l p ro d u ct
4 .Sho p p ing Ad s: Sho w p ro d u ct
list ing s d ire ct ly o n se a rch e ng ine s. a d s.
[Link] t a rg e t ing Ad s: Ta rg e t p e o p le • Twit t e r Ad s: Eng a g e s a b ro a d
who ha ve visit e d yo u r sit e b e fo re . a u d ie nce .
PAID ADVERTISING

STEPS TO BI DDI NG
SET UP A GAI N STRATEGI ES
• De fine Go a ls: Kno w wha t yo u wa nt t o • CPC (Co st -Pe r-Click): Pa y p e r a d
a chie ve (e .g ., t ra ffic, sa le s). click.
• Se t Bu d g e t : De cid e ho w m u ch t o • CPM (Co st -Pe r-Tho u sa nd
sp e nd .
I m p re ssio ns): Pa y fo r e ve ry
• Ta rg e t Au d ie nce : Cho o se who se e s
yo u r a d s b a se d o n d e m o g ra p hics, 1,0 0 0 t im e s yo u r a d is sho wn.
int e re st s, e t c. • CPA (Co st -Pe r-Acq u isit io n): Pa y
• Cre a t e Ad s: De sig n a t t ra ct ive a d s wit h whe n a sp e cific a ct io n (like a
co m p e lling im a g e s a nd t e xt . sa le ) o ccu rs.
• Op t im ize La nd ing Pa g e s: Ensu re t he
• ROAS (Re t u rn o n Ad Sp e nd ):
p a g e s u se rs la nd o n a ft e r clicking yo u r
a d a re u se r-frie nd ly a nd e nco u ra g e Fo cu s o n re ve nu e g e ne ra t e d
p u rcha se s. fro m yo u r a d s.
PAID ADVERTISING

MEASURI NG BEST
SUCCESS PRACTI CES
• Use Hig h-Qu a lit y Cre a t ive s: I nve st in
• CTR (Click-Thro u g h Ra t e ): g o o d im a g e s a nd vid e o s.
Pe rce nt a g e o f p e o p le who click • Ha ve Cle a r CTAs: Te ll u se rs e xa ct ly
yo u r a d . wha t yo u wa nt t he m t o d o (e .g ., "Bu y
• Co nve rsio n Ra t e : Pe rce nt a g e o f No w").
clicks t ha t re su lt in a p u rcha se . • Pla n Se a so na l Ca m p a ig ns: Ad ve rt ise
• CPA (Co st -Pe r-Acq u isit io n): Co st d u ring ke y sho p p ing p e rio d s like
t o a cq u ire a cu st o m e r. ho lid a ys.
• ROAS (Re t u rn o n Ad Sp e nd ): • Le ve ra g e Re vie ws: I nclu d e cu st o m e r
Re ve nu e e a rne d p e r d o lla r sp e nt re vie ws in yo u r a d s fo r cre d ib ilit y.
o n a d s. • Op t im ize fo r Mo b ile : Ensu re a d s a nd
la nd ing p a g e s lo o k g o o d o n m o b ile
d e vice s.
CONCLUSION
SEARCH ADS SAMPLE SOCI AL MEDI A ADS

DI SPLAY ADS SHOPPI NG ADS

SOCIAL MEDIA ADS PERFORMANCE
GOOGLE ANALYTICS CAMPAIGN PERFORMANCE
LEARNING OUTCOME 8

ANALYZE WEBSI TE SALES

We e k o n We e k
Mo nt h o n Mo nt h
Ye a r o n Ye a r

• Cu st o m e r Typ e
• Vo lu m e a nd Va lu e Pe rfo rm a nce
• SKU (Co lo r/ St yle / Se rvice Typ e )
Pe rfo rm a nce
• Ge o g ra p hic Vo lu m e Pe rfo rm a nce
• Ave ra g e Tra nsa ct io n Va lu e
SCALING
ECOMMERCE
BUSI NESS
Sca ling a n e -co m m e rce b u sine ss invo lve s e xp a nd ing
o p e ra t io ns, re a ching m o re cu st o m e rs, a nd incre a sing
re ve nu e . He re ’s a sim p lifie d g u id e :
SCALING ECOMMERCE BUSINESS

WEBSI TE

• Enha nce Use r Exp e rie nce : Ma ke • I nt ro d u ce Ne w Pro d u ct s: Ad d

yo u r sit e e a sy t o na vig a t e , fa st , co m p le m e nt a ry it e m s t o yo u r
a nd m o b ile -frie nd ly. ra ng e .
• Sim p lify Che cko u t : Re d u ce • Cre a t e Bu nd le s: Offe r p ro d u ct
st e p s t o che cko u t t o lo we r ca rt b u nd le s t o incre a se t he
a b a nd o nm e nt . a ve ra g e o rd e r va lu e .
• Use Qu a lit y I m a g e s a nd • Pe rso na lize
De scrip t io ns: He lp cu st o m e rs Re co m m e nd a t io ns: Su g g e st
m a ke info rm e d d e cisio ns wit h p ro d u ct s b a se d o n cu st o m e r
d e t a ile d visu a ls a nd b e ha vio r.
d e scrip t io ns.
SCALING ECOMMERCE BUSINESS

• Paid Advertising: Use Google • Sell on Marketplaces: Use

Ads, Facebook Ads, and Amazon, eBay, and Etsy to
Instagram Ads to reach more reach new customers.
people. • Utilize Social Media: Sell
• Content Marketing: Produce directly on Facebook Shop
blogs, videos, and infographics and Instagram Shopping.
to engage customers. • Develop a Mobile App: Offer a
• Email Marketing: Send seamless shopping
personalized offers and experience via an app.
updates to your segmented
email list.
SCALI NG ECOMMERCE BUSI NESS

CUSTOMER SERVICE

• Au t o m a t e Ta sks: Use t o o ls fo r
• Mu lt ip le Co nt a ct Op t io ns:
inve nt o ry m a na g e m e nt , o rd e r
Pro vid e su p p o rt t hro u g h cha t ,
p ro ce ssing , a nd e m a il
e m a il, a nd p ho ne .
m a rke t ing .
• Use Cha t b o t s: Offe r 24 / 7
• Ou t so u rce : De le g a t e lo g ist ics
su p p o rt fo r co m m o n q u e rie s.
a nd cu st o m e r se rvice t o fo cu s
• Co lle ct Fe e d b a ck: Act o n
o n g ro wt h.
cu st o m e r fe e d b a ck t o im p ro ve .
SCALING ECOMMERCE BUSINESS

OPTIMIZE PERFORMANCE

• Inventory Software: Track • Monitor Metrics: Track

stock levels and forecast conversion rates, customer
demand. acquisition cost, and ROI.
• Partner with Fulfillment • A/B Testing: Test different
Centers: Ensure efficient order elements of your website and
fulfillment. ads.
• Optimize Shipping: Offer • Use Analytics Tools: Gain
various shipping options, insights into customer
including fast delivery. behavior with tools like
Google Analytics.
SCALI NG ECOMMERCE BUSI NESS

RETENTION
• Re se a rch Ma rke t s: I d e nt ify
• Lo ya lt y Pro g ra m s: Re wa rd ne w re g io ns t o t a rg e t .
re p e a t cu st o m e rs. • Lo ca lize d Ma rke t ing : Ta ilo r
• Re g u la r Co m m u nica t io n: Se nd yo u r m a rke t ing t o d iffe re nt
u p d a t e s, ne wsle t t e rs, a nd cu lt u re s.
p e rso na lize d o ffe rs. • Offe r I nt e rna t io na l Ship p ing :
• Exce lle nt Aft e r-Sa le s Se rvice : Efficie nt ly ha nd le g lo b a l
Pro vid e g re a t se rvice t o lo g ist ics.
e nco u ra g e re p e a t b u sine ss.
CONCLUSION

TO SCALE YOUR E-COMMERCE BUSI NESS, I MPROVE

YOUR WEBSI TE, EXPAND YOUR PRODUCT RANGE,
BOOST MARKETI NG, ENHANCE CUSTOMER
SERVI CE, AND LEVERAGE AUTOMATI ON. THESE
STEPS WI LL HELP YOU GROW AND ACHI EVE LONG-
TERM SUCCESS.
SESSION 2

FUNDAMENTALS AND

[Link] t t yp e o f p a id a d ve rt ising d o yo u t hink wo u ld b e re le va nt fo r

yo u r b u sine ss?
[Link] u ld yo u inve st o n Em a il Ma rke t ing ? I f ye s, why?
[Link] t So cia l m e d ia p la t fo rm s wo u ld cho o se fo r yo u r b u sine ss a nd
why?