We created more than 90 shops across the region and we trained more than 50 staffs members and small teams to manage eCommerce shops. So we know what your team need to learn about the basics of eCommerce shop management. The training shall cover product listing, shop decoration, product pricing, keywords management, marketing planning, customer service, and much more.
Here we will highlight a few topics that we understand as very important to run a successful platform shops.
All products, under the same band or company, shall maintain the consistant on the products look & feel. Even the shops may be running in different platforms. This shall create a clear branding concept to potential buyers. They may see your shops here and there, but the moment they enter your shop, they know that is from the same company.
Below is our sample view for one of our Shopee and Lazada stores.
Shop listing view in Shopee
Shop listing view in Lazada
In any shop, there should be one or two products which we used to attract buyers into the shop. We normally call them Traffic Driver. These product price we can set quite low, but not so low that we will lose money, just low enough to merely break even. People enter your shop for that, but in most of the cases, they wont buy that product alone.
Another technique is to create product bundles, such as 2 pieces, 4 pieces, and 5 pieces, for instance. While we normally set the 4 pieces and 5 pieces in a very close price so that we drive buyers to buy the 5 pieces bundle. A bit tricky, but it is one effective way to increase sales.
A traffic driver view for one of our Indonesia Fashion Shop.
All platforms support keywords marketing, however, we teach our teams to the next level. We combine platform keywords tool with Google Ads Key Words planner to produce the best possible keywords idea, and refresh the keywords list in weekly basis. We also recommend to monitor the keywords performance in monthly basis, instead of weekly. Some sales from keywords could be reflected in 2 to 3 weeks later.
Finding new and less-used keywords is important, as those keywords have less competition, and trigger higher conversion rate.
Google Keywords Planner, the most powerful search marketing tool. It works amazingly well for platform sellers if you know how to utilize the tool.
Customer Service Management
When team is small, it is always easier to manage and respond to customer fast and quick. When team size reach to 10 or 20 more, the management difficulties will increase a lot. We recommend to have min 95% response rate, with response done in 3 mins within customer asking anything. It may not be easy to achieve this. We can setup team KPI and awards, and setup multiple teams, and setup proper working hours, and weekend shifts, and Public Holiday shifts, etc. etc. The idea is to respond to inquiry fast. Imagine in offline stores, customers walk-in and ask about product, but no one attends to. Customer will walk away.
Our Indonesia shop, with well-managed customer service team, we always keep 100% chat performance and very good customer rating.
Managing a successful store, is not an easy job. We depends on our past experiences, workflow, and system to ensure the best shop performance. And, watch the whole market, study competitors, find new SKU, and more other actions to keep the shop growing and outperform other sellers in the market.
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