Optimising eCommerce Workflows

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Businesses both big and small can manage online store fronts, granting them access to markets that they might otherwise struggle to reach. Of course, the eCommerce industry has some large competitive giants. Companies like Amazon have a strong presence in the market and can command pricing and shipping rates that other eCommerce retailers may struggle to keep up with.

It’s important to have a smart, professional looking website. This helps legitimise your business and builds trust with your consumer. However, it’s necessary to realise that although a fancy looking website can initially do wonders for your eCommerce presence, your reputation is fundamentally rooted in your product and customer satisfaction.

When looking to adopt or enhance your eCommerce strategy, look for changes to improve the online experience. You can optimise the workflow by incorporating solutions like artificial intelligence and enriching the customer experience on your eCommerce website.

Implement Artificial Intelligence

Artificial intelligence (AI) is becoming prevalent in the eCommerce industry. Businesses are using AI platforms to help with customer service enquiries. Often, they are used as a triage type of system before the customer is directed to a real customer service agent. For example, when you go to an airline’s website you might see a chatbot in the bottom corner of the site; it looks like an instant messaging platform. Once the customer asks a question, the chatbot derives the most applicable answer and automatically replies to the customer. A lot of the time this feature will answer frequently asked questions. Other times it prompts the customer to phrase the question differently if they didn’t answer the question properly. Using AI in your eCommerce workflow can help answer questions about shipping, ordering cost, return policies and more.

Make your customer experience more enjoyable

By focusing on making the customer experience a better part of the buying process, your eCommerce platform may benefit hugely. One of the ways to enhance the way a customer interacts with your online business is to leverage information from their customer data. If you use customer data effectively, you can identify what items they frequently buy, what their average ordering cost is for products on your site and what buying trends and patterns are correlated to them. This information can help you develop catered advertising, sales information and emails aligned to what a specific customer is interested in. By developing tailored customer experiences, you can enrich the time a customer spends on your eCommerce site. You can suggest products that are similar to their interests or around the same ordering cost as other products they like.

Keep your content current

When creating content for your eCommerce site, it is important that it is kept up to date and is relevant to what you’re selling. For example, if the season changes to spring, you need to remove content from the previous season and move your winter items into clearance. The front page needs to be changed frequently to make the site like look alive and have a fresh look.

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Melanie - Unleashed Software
Melanie

Article by Melanie Chan in collaboration with our team of Unleashed Software inventory and business specialists. Melanie has been writing about inventory management for the past three years. When not writing about inventory management, you can find her eating her way through Auckland.

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