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How to manage retail & E-Commerce store successfully

What happens on the Internet, stays there forever. Except for your website store, if you don’t care about improving your management. Theoretically, it will exist on the web. Practically, no one will search for it. People will spend less and less time on your E-Commerce store. The thing is that Google has recently patented behavioral factor technology. It detects the time you spend on the page. The more time – the more relevant information. The website is valuable. Google says “Yes!” to its promotion. So the more you ignore the necessity to attract user`s attention by good E-Commerce management, the more it disrupts your ambitions, venue, and customer satisfaction. In retail, clients are not faithful partners. They won’t stay with you in sickness and in health. It’s the age of consumerism. They want to be constantly enticed.

To entice them, improve your retail store management. It is what makes your business competitive on the market. Why?
 

  • Faster order processing => faster delivery => clients order again;
  • Clear discount system => clients understand benefits => clients order again;
  • Fast reaction to complaints => customers are cajoled immediately => customers order again.
     

Yes, good management produces regular customers.

What is store management in E-Commerce, exactly?

It’s the set of actions that improve your clients’ experience when they use your webshop. Think about the situations when you order online.
 

  • You want to find products fast and also check different categories;
  • You want to register, add a purchase to the basket, choose a convenient payment system;
  • You want fast delivery;
  • If something is not satisfactory, you want to refer to customer support and get your money back or get an exchange.
     

Store management is what controls and improves these processes.

Store management system

Your online store management will largely depend on what E-Commerce platform you choose. There are plenty of them: OpenCart, Prestashop, Shopify. Depending on the complexity of the project you’ll need different ones. However, there is one that will fit any scale of business — Magento. It manages data, goods, gathers all stores in one place. This way, you’ll be able to go through all stages of the management process effectively. Let’s begin with…

Managing Product Listings

You will find a pair of men’s socks faster if you look in the men’s section with underwear. If there is no such structure in the shop, you will not buy socks there. Just like that in the E-Commerce retail store. Everything should be structured and designed in a way so that the client does not need to additionally search for information, perform redundant actions, and get distracted.
 

THE MINIMUM NEEDED TO STRUCTURE YOUR CATALOG
 

Design. The best option is a light background with black text and no distractions. It’s easier to read. Clients won’t think about how annoying these colors are. They’ll think about the purchase.
 

Title. It must be precise, detailed, and including keywords people use to search such products. For example, we came across the following title on Amazon – “Michael Kors Men’s Slim Runway Quartz Watch with Stainless Steel Strap”. You can google “Michael Kors Watch”, “Quartz Watch buy”, “Stainless Steel Strap Watch” and find this very item.
 

Images and videos of high or at least good quality. Be sure to display products from different sides or even show how it is used. The price must be correct and updated. When was the last time you felt delighted ordering a $5 item which turned out to cost $10? Just because no one updated it!
 

Options and description. Be sure to include sizes, colors, fabrics, shapes, and possible ways of using.
 

Practical considerations. You won’t deliver glass and fabrics in the same way, so add info about shipping. For practical considerations, you also can add taxes. For example, in the USA they differ from state to state. What if you are from California and order headphones from Florida? By law, you’ll have to pay a tax on your residence. Client-oriented webshops contain such info. They may even add the tax to the price and show it.
 

Reviews and Ratings. It is still the best method of selling. You hear good feedback — you are more likely to buy.
 

Question/Answer. It’s in case something is not mentioned and your customer needs to know it. It is more convenient to write the question in a special QA section than call customer support.
 

CTA. Call-to-action buttons like “ORDER NOW” and “ADD TO WISHLIST”.
 

If you did correct catalog management, your clients will find what they searched. Now they can fill in a basket and pay.

Payment solutions and chargeback cases management

Before choosing payment solutions, think about where your market locates. Small region? One country? West globe? Whole world?
 

If you deliver things only throughout the USA, be sure to include American Banks, if throughout Europe — European ones. If both, then the best decision would be online wallets and online banks. The most popular and customer-proven are PayPal, Amazon Payments, WePay, Dwolla, Payoneer, 2Checkout. It does not mean you have to launch every single payment solution. You just need to know what app your target audience uses most. Also, be sure to warn about possible taxes for each payment solution. Also, consider the chargeback conditions of each payment app. No matter the quality, there will be situations when a person pays and then wants money back.
 

Here are several reasons why a client may demand money back:
 

  • A customer just changed the mind. Just like that;
  • Errors in shipping, packaging, and delivery;
  • Lack of clear/responsive communication;
  • Authorization and processing errors.
     

Managing a retail store with good order processing, you can eliminate these reasons.

Order Processing step by step

1. Congratulations! You’ve got an order! It’s a white T-Shirt for Lily from New York. Size M. In the system, the order gets the status “New”.
 

2. Now we need to gather info about shipping and payment so that it changes to“Pending Payment”.
 

3. If Lily changed her mind and refused to pay for the T-shirt, the order would be “Cancelled” in the system. However, she did want this T-Shirt. So it has the status “Payment Received”.
 

4. Then we check if our warehouses have specific items in stock. E-Commerce platforms give a possibility to improve this process. They take the product off-website if it’s off the warehouse. Now, let’s suppose you have it.
 

5. The next step is packing according to practical considerations. Well, our T-shirt is not made of glass but it can crumble easily. We need to fold it carefully and place it in a package. Order is in status “Invoiced”.
 

6. Then we ship it. You need to fill in all info so that T-SHirt gets to Lily from New York not Jackobe from Minnesota.
 

7. When Lily gets an order, it has the status “Delivered”. Then there are two options. Lily may think the T-Shirt is of bad quality, and she wants to turn it back. Then the order is in status “Refunded”. Or she may be satisfied and take the package. Then it is “Completed”.

Wow, it was difficult with one T-Shirt. What if there were 10000 of them? Well, that’s exactly why the choice of the E-Commerce platform and apps is important. Not only they enable to automatize the process of ordering and tracking the delivery. They also can synchronize with CRM to manage your customers.

Managing Customers

You sold not two, not three, but twenty-three thousand T-shirts!
 

To manage customers and analyze data, you can write down info about them in your notebook, or type it in excel. Name, surname, phone number, e-mail address, ordered goods, and their categories, score, and reviews.
 

Oh, wait, we don’t live in a computerless past!
 

To manage customers you need a good customer relationship management system. What do CRMs do?
 

  • Store info about customers. Any type of information that the client allows to have CRM has. Then it is enabled to analyze it;
  • Organize info about customers and divide them into categories;
  • Allow making individualized offers. “Look, Lily is ordering T-shirts from our shop for 5 years. She deserves a discount”;
  • Enable to create efficient customer support.

Customer support. Key aspects

Say, Lily ordered another T-shirt. However, she confused sizes and accidentally ordered S. She needs to exchange it. However, she doesn’t know how. Good thing you have customer support arranged. It is a service where you can call or write to solve issues, give questions, and complaints. It can be a call center or customer e-mail service. People who work there will in the shortest time possibly tell you what to do or solve problems themselves.

CUSTOMER SERVICE SKILLS:

  • Patience. Some people will explain the problem clearly, some won’t. It requires some time to figure out the problem. Sometimes you’ll have to tell obvious things: “Have you tried to turn it off and then on?”;
  • Clear communication. The clearer you explain, the faster the problem is solved;
  • Product knowledge. Most questions refer to that. You have to know all the features and options of it;
  • Being stress-proof. Often people call with complaints and they get aggressive. No matter how mad they are, you have to be polite.

Marketing and SEO

If no one knows about your website, no one will visit it. It’s time to do some marketing! You have two ways-  include marketing strategies to drive traffics to your store. You can integrate Instagram, launch a Facebook store, include more e-mail campaigns to attract e-mail subscribers. Go for blogging and video marketing.
 

The most necessary thing is writing SEO articles and promoting them on Google search. To do it, you need to determine keywords people most often use to search your product. Keywords should be relevant, competitive (not like any others, more detailed), and intended for your target audience. You can make the research with SEMRush. To make sure clients find your products, be sure to categorize them on the page and write down detailed descriptions with keywords. “Michael Kors Men’s Slim Runway Quartz Watch with Stainless Steel Strap”, remember?

Store managing software

Now that everything works like clockwork, it’s time to improve your progress with management software. You can manage retail store inventory even better than before!
 

  • SkuVault — a simple platform for inventory management. It enables the management of multi-channel warehouses. Improves shipping and solves order errors;
  • Unleashed enables real-time inventory checking and monitors production;
  • Linnworks connects multi-channel shops and warehouses, keeps track of listings, controls stock and shipping;
  • ShipBob — an E-Commerce fulfillment provider, makes your shipping faster, and manages inventory.

How can SapientPro help your E-Commerce store management?

After updation of a website, E-Commerce management also includes maintenance of a website by devs. They are like protectors of your website — constantly working on it, while your business grows. First of all, developers make sure that there are no bugs. Secondly, they implement new features, so that the website improves and your clients remain satisfied with their experience. A fast website without bugs alongside the quality of your product is only a basis of website management. Good developers help to arrange catalog, improve order processing, tell you how to manage customers, and give pieces of advice concerning managing payments and chargeback cases. Imagine it as if SapientPro devs are building a store for you. They design the store and choose the best materials to make it long-lasting. And you can only care about management not about roof falling off or window breaking.

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If only there were an analogy of Hogwarts’ sorting hat for software development… Imagine: you enter your idea of the product, how much budget you have, and get the list of the technology stack and contacts of the development team that would work ideally with your niche! In the real software development world, choosing a technology stack requires planning, discussions, and analysis. Some technologies will work better with your project, and our task is to detect which ones. However, you also need to understand that the tech stack is not something fixed. As your product grows, there comes the need for new and better tools. This way, software development requires flexibility. Thus, prepare that your initial technology stack may not stay with you forever. You may need to scale your project or implement new features and store more information. There may be better versions of some tools available. Prepare to be flexible. Prepare to change and alter things when the upgrades require it. That’s what will make you competitive from a technological standpoint of leading an E-Commerce business. In this article, we will tell you about the most popular technologies that power E-Commerce products. Next time you communicate with your development team, you will know all the essential information and, most importantly, you will ask the right questions.

Kate

8 min read

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SAPIENTPROCommunication in the software development workplace

IT office jungles are filled with computer forests, cable lianas, and rivers of coffee. The temperature varies between 24 and 27, depending on who keeps the conditioner remote control. The sunlight mainly comes from computer screens and lightbulbs. Developers are working like bees: they take the pollen of code and create honeycombs of apps. It is a beautiful environment filled with the magical power of innovation, creativity, and agility. However, this ecosystem only works if there is one more component. This component is communication.

Kate

6 min read

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DEVELOPMENT10 reasons to update your website

The day has come. Your once successful and well-performing website wears off. And you know what? It is okay. It happens to the best of us. Even while you are reading this article, we are revising our website to improve your experience with it. So let us explain how the updating process works, and not just because we are a software development company but because we understand. Right now, our designer is creating a fresh way of delivering cases, and our backend developer is engaged in the improvement of the admin panel.

Kate

7 min read

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DEVELOPMENTECOMMERCE REPLATFORMING GUIDE: SWITCH FROM ONE CMS TO ANOTHER

Outdated CMS may be among the reasons why your business hit a plateau.Developing and launching a website is not where the work stops. Besides, you have to maintain it constantly and implement profound changes. As for the latter, sometimes you may need to do something more than a simple redesign, and that may be a switch from one CMS to another. If your e-commerce business is continuously evolving and growing, it brings along more work to do. New technologies are always here to make your life easier. When it comes to CMS, there is also a great variety of opportunities you can use. In this article, we will walk you through the reasons, things to consider, and steps of CMS replatforming.

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DEVELOPMENTGUIDE TO BUILDING SEO FRIENDLY E-COMMERCE WEBSITE IN 2020

Let us be clear, the absence of SEO may result in the absence of website visibility.What people usually do when they need to find some information? Of course, they google it. The same goes for online shopping. When someone wants to buy or just compare prices for a certain product, Internet users simply open their devices to find necessary items online. Although you can now hardly find a person, who doesn’t have a computer or a laptop, people still use mobile devices more often. Thus, 93% of all internet activity starts with a search query. This number is for you if you doubt the importance of search engine optimization (SEO) for your website.

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DEVELOPMENTHOW TO BUILD & IMPLEMENT DYNAMIC PRICING FOR E-COMMERCE

Bear in mind, the whole purpose of dynamic pricing isn’t all about making sales.Price is among the key priorities when the consumers make their final decision whether to buy a product or not. Too expensive or too cheap offers can easily avert the buyers from your store. What if other stores have smaller prices? Or similar products of cheaper brands attract visitors more? The solution for not losing the client base is keeping track and controlling the costs on your website with the help of dynamic price strategies.

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DEVELOPMENTCOSTS OF E-COMMERCE PROJECT REDESIGN

The rise of sales, increased traffic and positive reviews are just a couple of benefits you may get from a website redesign.If you want your e-commerce business to grow and develop (we believe you do), you need to keep track of events in the online retail industry and, of course, implement on-time updates. Sometimes, small changes are not enough, then significant renovations should take place. Those may include changing the offers you provide and product lines, updating the website and finally redesigning. The question of redesign should be taken up seriously, as the first impression is what most people rely on when it comes to the Internet and its tough competition. Be ready to invest enough effort and budget to the renovation that will increase your business’s value. To know how to determine your budget. It’s important to consider at first the features, reasons, and type of changes, necessary for your website in the process of redesign.

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DEVELOPMENTADDING AN ONLINE STORE TO YOUR WEBSITE: DETAILED GUIDE

Adding an online store to your website will cost you less than developing it from the ground up.Selling online is never a bad idea, especially nowadays, when people wish to buy everything they need right from their cozy homes.What if having a ready website a business owner decided to sell something? Good news! There is no need for you to start all over again. There is a solution – adding an online store to the existing website. The opportunities of eCommerce are growing as fast as the customers’ demands.

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DEVELOPMENTHOW MUCH DOES IT COST TO BUILD AN E-COMMERCE WEBSITE IN 2019-2020

The e-commerce development company you choose will certainly affect the money you have to pay.The e-commerce website can definitely enhance the profit you receive from your business. But how much does e-commerce website cost? The figures you will hear in an answer to that question can vary a lot. Even after development, you will have to invest money into maintenance, improvement and adding brand-new features that are constantly appearing on the market. That’s in case you want your e-store to be attractive and profitable, of course. It’s even difficult to tell the average cost of how much should I charge for an e-commerce website. The numbers will vary due to different factors. In this article, we’re going to discuss them all in detail to help you grasp some idea about the money you need to pay for the e-store. First of all, you need to decide what you want your e-commerce to offer the customers. It may be anything from small business e-store up to a large website with a big amount of integrated (useful or just good-looking) features. It is also a good idea not to wait until everything becomes outdated. We strongly recommend to update all the features continuously and save money for more innovations.

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DEVELOPMENTGUIDE TO PROJECT MANAGEMENT AND PLANNING FOR E-COMMERCE

To avoid the negative consequences, start with determining what you intend to achieve.The popularity of e-commerce is growing at a blistering pace. Many companies around the globe regard the internet as a powerhouse with high commercial capacity and opportunities to boost their business and attract more customers. Those companies are completely right – more and more people prefer clicking the mouse over walking for hours when they need to buy something. Online stores nowadays provide their customers with more possibilities for less effort. But how to make people buy on your website, not any other? The answer is in thorough planning and management of e-commerce.

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DEVELOPMENTWEB DEVELOPMENT TEAM STRUCTURE AT SAPIENTPRO

We don’t say there isn’t enough knowledge, because our specialists are always broadening their abilities, delivering first-rate products and making the customers satisfied.Being a client of a Web Development company doesn’t mean you have to know all the ins and outs of the development process. However, what may be interesting for you is the stages and main characters of the project delivery. You cannot address front-end developer directly if you need to add a new payment method. Even this, as you may think, simple task involves a well-thought teamwork. So, here is a brief insight into the mechanism of SapientPro Clockwork.

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DEVELOPMENTHOW IT OUTSOURCING MAKES UKRAINE ATTRACTIVE FOR BUSINESSES AROUND THE WORLD

If a customer wants to find a development company they can work comfortably with, the staff becomes a really important point to encounter for making a choice.Without any doubt, while visiting some websites, buying goods online or even using a digital map to reach your destination you don’t think of the fact that Ukrainian IT specialists might have taken part in the development of these apps. A great number of companies around the world choose to outsource web development to Ukraine and they do have strong reasons for that. So, let’s give a detailed look at the biggest of them:

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DEVELOPMENTMAIN FACTORS THAT AFFECT THE COST OF THE SOFTWARE DEVELOPMENT

As software development is a many-stage process, every its element contributes to what you have to pay for an application.Before starting something new, people usually ask: “How much will it cost me to do this?” If you expect to hear the exact sum once you come to the software development company, here is something you need to know. The factors to be considered for the cost estimation are numerous and most of them depend on how you want your website or app to look like.As software development is a many-stage process, every its element contributes to what you have to pay for an application. Let’s have a closer look at three most important factors that affect the client’s budget.

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