Posted at 10.05.2018
[Name: Yuet Chun LEUNG]
1. 0 Introduction
We are the fastest growing dealer of baby and young child goods in the Australian market. Once we are gearing up to meet the market demand, it appears that our online sales are growing. We are considering what other suppliers have done and tinkering with new forms of organising to aid our expected expansion. Thus, we can be a successful online dealer.
Online retails being problems, the customer cannot try on the goods before buying them and international online orders with extreme caution.
2. 0 Summary of the issue
The customer always complain they can not try the product before buying them and what they do if indeed they cannot get what they bought. We can do the refund system if customer really do not like the merchandise with no delivery costs that people can appeal to more customers to acquire products on our online shop. Corresponding to Harvard Business Review (2017) "Zappos company clever solution to the client cannot try the items before buying product. Zappos eradicated transport costs and using the decision center to establish the strong romantic relationship with customers. The most important thing is customers can try them all on, and send back the people they didn't like, gratis. (Harvard Business Review, 2017).
Besides, customer always issues about if indeed they cannot get what they bought. We would provide the new order status page on the final site on our store's checkout. It really is helpful for "see real-time updates on the location of their shipment" and "check the position of their shipment without having to contact you directly" (Shopify help center, 2017) to let customer check it and reassurance.
Customers would concerns about the purchase fees when buying from overseas. Regarding to Findlaw (2017) before you order, you need to know what is the product priced and is it changed into U. S. D if there shown different currency. We allow U. S. D only, that would be more clearly, customers wouldn't normally confuse with that.
3. 0 Implications for the business
Any online retailer's problem or concern cannot without "communication with customers". Therefore, we'd create the new section which is Live Chat/Real-Time Support. Matching to Birkett (2017), 56% of responders have used live talk/real-time support to answer the question on company's website, 49% of responders are employing this technique for online-purchase questions. Furthermore, when live caht/real-time support, the staff can understand what the customer needs, that staff can suggest other items suit for customers, the sales would increase either.
Also, we will provide the customer service training to your new team "Live Chat/Real-Time Support" use the positive terms, find out the easiest solution, we know that, somethings cannot be done and we must make clear it to customers in positive way (Kolodynska and Kolodynska, 2017). Make customers feel just like our company is bring the shop to customers home.
Finally, we make an effort to satisfy what all customers need, answer their online shopping question then our online dealer sales would significantly increase.
Harvard Business Review. (2017). Zappos and the bond Between Framework and Strategy. [online] Available at: https://hbr. org/2015/06/zappos-and-the-connection-between-structure-and-strategy
Findlaw. (2017). Problems with Online Shopping - FindLaw. [online] Offered by: http://consumer. findlaw. com/consumer-transactions/problems-with-online-shopping. html
Shopify Help Middle. (2017). Order position page. [online] Available at: https://help. shopify. com/manual/purchases/status-tracking
Birkett, A. (2017). What DOES ONE Do WHENEVER YOUR Customers ARE FRIGHTENED TO LOOK Online?. [online] CXL. Available at: https://conversionxl. com/customers-afraid-shop-online/
Kolodynska, O. and Kolodynska, O. (2017). How to Say No to Customers Without Making them Angry. [online] LiveChat. Offered by: https://www. livechatinc. com/blog/how-to-say-no-to-customers-without-making-them-angry/