HOW TO MAKE E - TAILING SUCCESSFUL IN TODAY’S MARKET ECONOMY (2020 - 2022)

MINISTRY OF EDUCATION AND TRAINING
THUONGMAI UNIVERSITY
ENGLISH FACULTY

DISCUSSION OF BUSINESS ENGLISH 1.3

TOPIC: HOW TO MAKE E-TAILING SUCCESSFUL IN
TODAY’S MARKET ECONOMY

Teacher: Tran Thi Bich Lan
Group: 6
Class ID: 2227ENPR5011
Course: 2021-2022

Hanoi, 2022
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MEMBERS LIST
NUMBER
30

NAME
Nguyễn Thùy Ninh

31

Mai Thị Lâm Oanh

32

Nguyễn Minh Phương

33

Nguyễn Thị Phượng

34

Lê Thị Nguyệt Quế (nhóm trưởng)

35

Nguyễn Thị Quyên

ID
20D17003
1
20D17027
5
20D17027
6
20D17015
7
20D17003
8
20D17021
8

CLASS
K56N1

K56N5
K56N5
K56N3
K56N1
K56N4

TASK TABLE
NUMBE
R
30

TASK
C. 1.BEFORE THE SALE

NAME
Nguyễn Thùy Ninh

1.3. Promotion Strategy ( 1.3.2. Use multi channel marketing )
C. 2. DURING THE SALE
2.1. Shipping services
31

C. 3. AFTER THE SALE

Mai Thị Lâm Oanh

32

C. 2. DURING THE SALE
2.2. Logistics services

Nguyễn Minh
Phương

C. 2. DURING THE SALE

Nguyễn Thị Phượng

33

2.3. Customer services
34

INTRODUCTION + CONCLUSION

Lê Thị Nguyệt Quế

A. THEORETICAL BASIS
B. E-TAILING IN THE LAST 2 YEARS (2019 – 2020)
C. 1. BEFORE THE SALE
1.1. Product Strategy
1.2. Price Strategy
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1.3. Promotion Strategy (1.3.1. Create high-quality websites)
35

C. 1. BEFORE THE SALE

Nguyễn Thị Quyên

1.3. Promotion Strategy (1.3.3. Engage users with gamification)
1.4. Payment Strategy

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TABLE OF CONTENTS

LISTS OF TABLES
Table 1. COVID-19 critical items

LISTS OF FIGURES
Figure 1. Main factors that influence online purchases
in Vietnam in 2020
Figure 2. Fall of average online spending per month
since COVID-19, per product category
Figure 3. Estimated closures as share of store base (CY 2020-2026)
Figure 4. US nonstore sales rate during COVID – 19
Figure 5. Web Traffic Growth of Ecommerce
Retail Categories, Vietnam, Q1, 2021
Figure 6. Main trends emerging in Vietnam
food & beverage industry in the period of 2019-2020.

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INTRODUCTION
Due to the advancement in technology, the use of the Internet for buying things has
become common. The sellers also have started using the web for selling their products.
With the current strong development trend of E-tailing, people's living standards and
standards are increasing day by day, and customers also always demanding more in all
aspects of their shopping. Accordingly, E-tailing must also develop and regularly updated
to meet consumers' changing demands. Therefore, this discussion will investigate the
various factors that are critical to the success of E-tailing and offers solutions to make Etailing successful in today's market economy.

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A. THEORETICAL BASIS
1. Definition of E-tailing
- Electronic retailing (E-tailing): is the sale of goods and services through the internet.
E-tailing can include business-to-business (B2B) and business-to-consumer (B2C) sales
of products and services. (According to Investopedia)
- For example: Amazon, Ali Express, Ali Baba, and drop-shipping businesses.
2. Factors that influence buyers to buy online
Figure 1: Main factors that influence online purchases in Vietnam in 2020

(Source: Minh-Ngoc Nguyen, Jul 15, 2021)

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→Based on the chart above, price is a big factor and probably the most rational factor
when it comes to shopping online. It is followed by free shipping, a wide selection of
products, a user-friendly online experience,...etc.

B. E-TAILING IN THE LAST 2 YEARS (2019 – 2020)
Before the pandemic, online shopping was growing at a steady pace of 4.5
percent a year globally. But COVID-19 has put E-tailing at the forefront of retail in the
last 2 years ( 2019 – 2020), due mainly to movement restriction measures aimed to protect
public health and growing consumer preference to avoid physical stores.
Businesses can adapt to digital platforms thrived and traditional retailers with
weak online strategies dwindled, several prominent ones filed for bankruptcy.
Figure 2: Fall of average online spending per month since COVID-19, per
product category

(Source: UNCTAD and NetComm Suisse e Commerce Association)
→ During the pandemic, online consumption habits have changed significantly, with
a greater proportion of internet users buying essential products, such as food and
beverages, cosmetics, and medicines.
Figure 3: Estimated closures as share of store base (CY 2020-2026)

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(Source: Bureau of Labor Statistics, Census Bureau, UBS)
→ U.S. has seen losing almost 81,000 retail locations over five years in UBS base
scenario.

Figure 4: US nonstore sales rate during COVID - 19

( Source: Digital Commerce 360 analysis of U.S. Department of Commerce data)

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→ Based on U.S. Commerce Department data released in December 2020, consumer
spending through nonstore7 channels grew 31.3% over November 2019, according to
Digital Commerce 360.
→ Conclusion: E-tailing is one of the industries that best survived the last 2 years.
That's why 2022 is the year of the internet cakes.

C. HOW TO MAKE E-TAILING SUCCESSFUL IN TODAY’S MARKET
ECONOMY
1. BEFORE THE SALE
1.1. Product Strategy
1.1.1. Consumer demand
Consumer demand and shopping behaviors have changed because of Covid-19. Even
though strict social distancing has been lifted, online shopping demand has increased
steadily since the beginning of the year. General goods and health care products grew
most rapidly in the first half of the year.
For example:
- Health product:
+ Vegetables, fruits, fish...
+ Supplements, vitamin C...
+ Medical masks, social protection, air purifiers, water purifiers, home exercise
equipment,..
- Entertainment products: Headphones, books, video games,..
- Products for studying or working at home such as laptops, computers, webcams,

phones,..
While essential product has increased, fashion has declined significantly, and to be
worst-hit E-tailing sector.
Figure 5: Web Traffic Growth of Ecommerce Retail Categories, Vietnam, Q1, 2021

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→ iPrice’s report shows that the sale of necessities and groceries on marketplaces in
Vietnam is witnessing hot growth, though they were not the key products of marketplaces.
1.1.2. Competitor
A series of E-tailing platforms that are occupying the largest market share in Vietnam,
such as Tiki, Lazada, and Shopee, have put fresh food, fruit and vegetable stalls into
operation.
For example:
-Tiki: TikiNGON: The number of fresh food orders remained stable with a high
proportion in the post-social distancing period. The average order value remains at VND
200,000-300,000 (US$8.8-US$13.2), especially even after the Covid-19 restrictions were
lifted.

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- Shopee: ShopeeFood recorded growth in the number of visitors and user demand on
the platform in recent months, focusing on main services: food (food delivery) and fresh
(grocery shopping assistance).
- Lazada: Amidst the boom in online shopping, some e-commerce players have
intensified their focus on fresh food items with a fast delivery commitment. Lazada has
launched a new service category with delivery within two hours by cooperating with
businesses and optimizing its logistics resources, catering to new online shopping

demands.
1.1.3. Solution
- Focus on serving essential products (products that consumers need to use every
day) with a wide variety of products.
For example: Essential goods may include food, water, and medicine as these goods
are essential for survival.
Figure 6: Main trends emerging in Vietnam food & beverage industry
in the period of 2019-2020.

(Source: VietnamCredit, 06, 02 2020)
Experts in the food & beverage industry believe that organic and natural-origin as
well as convenient and one-of-a-kind products for young people will be the main trends in
the market in the near future.
A quick survey of consumer behaviors in the country's two major cities, Hanoi and Ho
Chi Minh City, conducted in September 2019, shows that consumers' top priorities when
buying foods and drinks are Nutritious (60.3%) and Organic (51.5%).
Table 1. COVID-19 critical items

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(Source: WHO on 30 March 2020)
- Choose the right supplier:
There are seven common supplier selection criteria, in no formal order:
+ Cost
+ Quality & Safety
+ Delivery
+ Service
+ Social Responsibility
+ Convenience/Simplicity

+ Agility
For example: Lazada: Currently, many reputable businesses are participating in
providing fresh food on Lazada such as Meat Deli, Mega Viet Phat - specializing in
trading clean meat and imported meat; Foodmap, Hiep Nong – providing fresh vegetables
and Vietnamese agricultural products; Lothamilk with bar milk products, pasteurized..
All items sold in the program meet strict regulations to ensure the best quality and
nutritional content for customers such as Certificate of food hygiene and safety,
Certificate of production model Global GAP standard, Viet GAP certification…
- Maintain the product quality:
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+ Use MAP (Modified atmosphere packaging) system of packaging for fishery
products.
+ Use CAS (Cells Alive System): CAS: is a Japanese modern frozen preservation
technology. CAS technology is one of the effective methods of agricultural products.
+ Others: Controlled atmosphere (CA) storage, Food irradiation (is a technology that
improves the safety and extends the shelf life of foods by reducing or eliminating
microorganisms and insects),...etc.
1.2. Price Strategy
In the pandemic, most people have to live within a tight budget. Therefore, price is
more important than ever.
1.2.1. Competitor:
+Tiki: The price is the lowest in the market. You can easily see the words 20%, 30%,
and 50% discount displayed next to the goods.
+Shoppee: The number of users accessing the app during peak hours from 11 a.m to 12
p.m increased by six times during weekdays on November 11. In the 11.11 ShopeeFood
Super Party, Hanoi, Ho Chi Minh City, and Danang were the three cities with the most
orders.
+Lazada: Lazada has announced all fresh food orders worth VND 50,000 and more in

HCM City will be shipped free.
1.2.2. Solution:
- Offer low price: offers a relatively low price to stimulate demand and gain market
share.
For example: Price of products on the Hanoi market: 30.000 to 34. 000 VND/liter for
liquid milk. Your price should be lower than 30.000 – 34.000 VND.
- Offer free shipping (79% of consumers say free shipping makes them more likely to
shop)
For example: Free shipping on all orders over 200.000 VND.
- Offer special occasions coupons: Give vouchers for a special discount or coupon to
the customer to use next time on Lunar New Year, Valentine's Day, International Women's
Day, Vietnamese Teachers, etc.
For example: A 10-15% discount would be offered on all days of the Valentine’s week
and thus each and every day of this week is going to be a memorable one,..
1.3. Promotion Strategy
1.3.1. Create high-quality websites:

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What can e-tailers do to make visitors actually buy products? (Less than 5% of people
visiting a website ever turn into paying customers.) The answer is to build the greatest
website that customers want to stay forever.

Websites must be engaging, easily navigable, and regularly updated to meet consumers'
changing demands. Products and services need to stand out from competitors' offerings
and add value to consumers' lives.
 There are qualities of a professional website:

+ Content should be easy to read and understand.

+ Internal links are reasonable, and useful for users.
+ The website has a beautiful interface and clear page layout.
+ The site structure is compatible with all types of browsers.
+ Page load speed should be under 0.6s and the number of attachments should be
limited.
For example: SHEIN ( />
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 Solution:

- Hire top website designers: A top web designer will know how to make tweaks to
your design, and design an SEO - friendly website that will elevate your website to the
next level. ( SEO stands for “search engine optimization.” In simple terms, it means the
process of improving your site to increase its visibility when people search for products or
services related to your business on Google, Bing, and other search engines. The better
visibility your pages have in search results, the more likely you are to garner attention and
attract prospective and existing customers to your business.).

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- Use Mobile- Friendly Test:
The most important thing for any website, it is mobile-friendly, because nowadays
users accessing via mobile devices are increasing day by day. As of February 2022, 50.59
% of the total web visits are currently mobile, compared to 49.41 % coming from
desktops. Of the mobile internet browsers, Apple's Safari is proving to be the most
popular choice among all mobile internet users in the US.
 Use this link: />The Google Mobile-Friendly Test is a tool that allows companies to type in their URL
and find out how mobile-friendly Google thinks their site is. Or use your phone and

access to check. If the structure and text of your site look fine on your smartphone, but
your logo or images are blurry, there's a good chance that they haven't been Mobile –
Friendly.
( Ex: Thegioiskinfood website and Sheingal website )

- Use Website Speed Test (Pagespeed Insights)
Use this link:
/>Google PageSpeed Insights is a free tool to help you find and fix issues slowing down
your web application.

- Use Security protocol "Https" instead of “Http”
HTTPS is HTTP with encryption. The only difference between the two protocols is
that HTTPS uses TLS (SSL) to encrypt normal HTTP requests and responses. As a result,
HTTPS is far more secure than HTTP. A website that uses HTTP has http:// in its URL,
while a website that uses HTTPS has https://.
For example: /> ,...etc
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- Use website monitoring tools:
Google search console, Google Analytics: help you measure your Search traffic and
your site's performance, fix problems, and boost your site's rankings in Google Search
results.
SeoQuake & Web developer: help you analyze websites more optimally with Google
for the purpose of improving rankings.

- Use a conversational agent (Conversational AI )
Conversational AI combines natural language processing (NLP) with traditional
software like chatbots, voice assistants, or an interactive voice recognition system to help
customers through either a spoken or typed interface.

73% of those polled said that by 2022, chatbots will remain the leading use of AI,
followed by sales and marketing.

1.3.2. Use multi channel marketing
 Definition:

Multi channel marketing refers to creating your brand’s presence across several
media channels for spreading marketing messages to approach and attract customers.
This approach efficiently and effectively communicates a product or service’s value
using the unique strengths of specific marketing channels. These channels include but are
not limited to, email, direct mail, websites, e-commerce platforms, and social networks
sites (Like Facebook, Tik Tok, Instagram ...)
- Promote on social media sites ( Facebook, Tik Tok, Instagram ..) Social media has
become a large part of our daily lives and it proves to be a valuable marketing asset.
Social media platforms let you find, connect, and engage with your target customers.
According to statistics, 3.2 billion people use social media worldwide. Therefore, sellers
can take advantage of this excellent opportunity to advertise your store. The sellers can
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boost their brand's online presence by creating a Youtube channel, a Tik Tok account, or a
Facebook and Instagram business page.
- Content Marketing and SEO
- Email Marketing
- Websites
- Affiliate Marketing

 Solution: (How does a seller approach their customer by using multiple

channels of marketing?)

- Creating some platforms: such as a website, a Tik Tok account or a Facebook and
Instagram business page, E-commerce platforms, …
- Interact with customers on a variety of channels: (social networking, Facebook,
YouTube, website, Gmail....)
 In a single day, the channels will be accessed by customers at least 3- 4 times or
more.
Sellers will depend on customer data to classify and adopt appropriate methods such
as Email Marketing or social media promotion…. Marketing via multiple channels is a
new efficient way that helps sellers to approach and attract customers easily. It also helps
to identify your brand and have new customers.

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Example: You are surfing a fashion website where you discover your favorite dress
and put it in an online shopping cart. However, because of distractions arising from
something else, you cannot finish the purchasing process. If you do not really love that
dress too much, by 80 percent, you're not going to come back and buy it.
Multi-Channel Marketing will address this problem just a few hours later when
you're watching your Facebook NewsFeed, or in some post on Instagram, you can easily
see some of the advertising posts for your favorite dress. So, you just need to click on it. A
few days later, when you are using the Tik Tok platform. You see some videos that review
your favorite dress. After all, I believe that you will take the purchase decisions into
consideration. - Multi-channel marketing is more effective than single-channel strategies.
Sellers use a lot of channels to approach customers the number of visitors turning into
paying customers increases. There is no reason not to use it.

1.3.3. Engage users with gamification
An effective online commerce business technique you should use is to organize the
implementation of mini-games. This will increase revenue for sellers. Online games

capture your audience's attention with both curiosity and engagement, making them one
of the most engaging forms of marketing you can take advantage of. At the same time,
they are a great opportunity for you to introduce your products to a wider group of people.
Especially, if you choose the winner according to the number of people who like, share, or
drop hearts the most. The more likes and shares, the more customers will know about you,
from which the number of orders will also increase. When a customer receives a gift from
your mini-game, they may recommend it to their friends to follow you. Above all, this
will attract a large number of followers. This way of online sales is being applied a lot and
is highly effective on social networks such as Facebook, Instagram, etc.
To have an excellently successful mini-game, you need to build a plan for it,
including minizine content, rules, prizes, and ways to reward customers. Prizes or minigame content should be directly tied to the type of product you're selling. It could be the
type of product that your shop is attracting the most customers to or any product model
that is really valuable to players. Avoid giving rewards that buyers are not interested in
participating in your mini-game.
For example, in sales live streams on Facebook, Tiktok, …etc. Sellers offer a game
of lucky numbers. Followers will comment on their phone number, then the seller will
give a random number and that number matches the last 2 numbers of someone's phone
number, and that person will immediately contact the shop to receive the gift. This gift is
usually the products that the shop sells, which can be lipstick, perfume, or sometimes
money, which will be deducted from the order that the buyer places in the shop. It is also
possible by discounting product samples, promoting gifts for buyers, or in the form of buy
1 get 1. And this game show sellers often organize at the beginning of the live stream to
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attract followers. Shops often give 10 gifts to lucky people. And this game show sellers
often organize at the beginning of the live stream to attract followers.

Currently, not only do sellers on social networking platforms offer minigames, but
now e-commerce platforms also offer game programs to increase the number of followers

as well as increase the number of orders.
Another popular example of a Shopee marketplace. Shopee offers and its trading
platform a number of games such as Shopee farm, what is this number, lucky wheel, ...
Shoppers will have access to play these games and the rewards received can be from
shops or vouchers for free shipping. These gifts will be applied to the purchase of
products by customers, they will receive a discount of 10-50% of the order value and even
free shipping. The popular game users often participate in is Shopee farm, people will
plant and water daily to collect coins, the more coins, the more discounts the buyer will
receive. This attracts a large number of visitors to Shopee and increases the number of
orders. It is through the incentives received from the games that the number of customers
buying here will be very large.
According to statistics, a promotion code will increase from 5 to 10 orders in 1 day,
and organizing programs and mini-games on the fan page will increase the interaction
significantly for your online sales fan page. Be more diligent in investing in gifts and
promotions because this positively affects your effective online sales.

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1.4. Payment Strategy
For e-tailers, cart abandonments and lost revenues can be avoided by offering
customers a list of payment methods that they want to use or are accustomed to. There
were not many options in the past, and most of the online payments were made through
money orders, cheques, or bank deposits. But today, with the advanced technologies we
have, there are various methods of payment that shoppers can use. To cater to a wide
range of customer bases and earn more conversions, allowing all to choose their preferred
electronic payment system is critical.
The eCommerce industry is flooded with many eCommerce payments services, and it
may be frustrating to choose how you accept online payments. Before you decide which
electronic payment methods to offer, you should define your target audience. With the

variety of your customers, the local, geographical, or cultural shopping habits may differ,
and how they respond to different payment technologies can change.
For example, while cash is the most popular payment method in India, in Europe, it
is not widely preferred.
Providing types of payment systems that your audience doesn’t trust or is not
interested in may cause you to lose sales. But again, if your eCommerce store lacks the
proper range of online payment systems, it can lead your potential customers to abandon
their carts and leave your website mid-checkout. Therefore, when you have a reasonable
payment method, these problems will be solved. In addition, this is also a way to attract
more new customers. It would help your business remarkably if you offered different and
uncomplicated options that best suit your target audience to allow them to shop at peace
and complete their purchases.
Analyzing what your audience expects and defining your business niche is what you
need to do first. Then you should evaluate different methods of electronic payments to
find the ones that best suit your business’s requirements.
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For example, Amazon allows payment using either credit cards or electronic funds
transfer. eBay has implemented PayPal, through which shoppers run a personal online
account, enabling them to shop online without disclosing their financial details to
retailers. Credit card providers have made advances in security, and increasing consumer
familiarity has also improved confidence.
There are many popular payment methods but you need to choose for yourself the
most suitable one. Here, I suggest to you an effective payment method is a merchant
account. Merchant account is a smart choice for e-tailers. E-tailing businesses should use
a merchant account because it brings a lot of benefits to sellers. Merchant account will
gain prestige and respect for your e-business since customers will make their credit card
payments directly on your website. It is totally transparent, giving you total control of
your sales, cash flow, and administration fees. In the unlikely event of a dispute with a

customer, you alone would decide whether to refund your customer's payment. The fees
of this method are amongst the lowest on the market, meaning that your business will be
more profitable from day one.

There are also a few other methods that you can (and should) offer on your
website:
+ Credit Card Payment
+ Debit Card Payment
+ Electronic Wallets
+ eCommerce Payment Gateways

2. DURING THE SALE
2.1. Shipping services
Let's be real for a moment: For most people, ecommerce shipping isn't exactly the
most exciting aspect of running an online business — especially when compared to sales,
branding, and product development. But never underestimate the importance of
ecommerce delivery — a solid strategy is essential to success. according to new research,
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75%* claim that free shipping had a significant or very significant influence on a
purchasing decision.Customers won't stick around long if your packages arrive late,
damaged, or containing the wrong items. Plus, ecommerce shipping costs quickly add up
— so without an effective solution, your business could find itself in trouble.
 Successful fulfillment of a customer's order is about meeting their
expectations. This includes:
- Free Delivery: One factor that could make a potential customer abandon their
shopping cart is the presence of shipping charges they deem unacceptable. With more and
more retailers offering free shipping, it has become a norm that most customers expect.
- Fast Delivery: Fast delivery is also high up the list of expectations. Who wants to

be kept waiting for a shipment that should have arrived ages ago? While a free shipping
option is necessary to appeal to cost conscious customers, be sure to offer an expedited
option for those who don't mind paying for speed.
- Free Returns: As much as you aim for an error-free delivery, returns do still happen
due to circumstances out of your control. Returns made cheap and easy remove a layer of
risk for customers as they make their purchases.
- Keeping the customer informed of any delays and new delivery dates
 Solutions:
- Offer as Many Shipping Options as Possible
- Pay Attention to Packaging
- Streamline Your Shipping Process

2.2. Logistics services
The COVID-19 crisis accelerated an expansion of e-commerce towards new firms,
customers and types of products. It has provided customers with access to a significant
variety of products from the convenience and safety of their homes, and has enabled firms
to continue operation in spite of contact restrictions and other confinement measures.
The logistics in e-tailing was challenged head-on by the pandemic. There were
restrictions not only among countries but different states, provinces and even areas among
cities had restrictions making it difficult for products to reach the end customers. It wasn't
an easy transition as retailers and logistic providers had to adapt to dramatic changes in
the marketplace quickly. As the demand surge for essential products made manufacturers
scramble for suppliers and raw materials while other retails saw their demand completely
stagnate or worse, wiped out in its entirety.

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There are many issues nowadays in transport and logistics like transparency; where
consumers do not know where their products come from.A product can be inspected by

more than 30 organisms while traveling; adding all of this costs a lot of money.The
process is still verified manually by sheets of papers; if one paper is missing, then a whole
container, for example, can be delayed and not loaded. The transport can be delayed for
several days, and if there is an expiration date on the goods, it can be lost.
But luckily we finally have a solution to make it uncomplicated. There's no
complaints of blockchain technology, invented by Satoshi Nakamoto, is a distributed
database technology that holds records of digital information with transparency, security
and works without a controlled central organ. In fact, many big companies like Amazon,
Alibaba and others will be using this technology in their organization.
When shoppers decide to use blockchain technology,shops can now focus on selling
during their actual business hours. This convenience made sure that third-party supply
chain companies grew by 2-3 times ever since COVID-19 lockdown. Not just essential
services or FMCG goods, but even consumer durable and apparel retailers are using their
services to serve their customers. Furthermore, it will create a trusted environment by
making sure that transaction information on blocks is resistant to forgery or modification.
In conclusion, blockchain is not just another new technology, it is expected to play a key
role in achieving growth of e-tailing logistics.

2.3. Customer services
“Selling is not just a profession, but you should understand that selling is a way of
life.”An inevitable sale must always be accompanied by customer service.
- Politely listen to customers: When a customer is interested in a product and contacts
your business, the first thing the customer service department has to do is politely listen to
their needs and desires. During the sale, the employee can inspect the commodity, the
ability to check and update the information to provide to the customers fast, accurate, and
uncluttered throughout the website. And when customers have a problem, Staff needs to
comfort them like: I'm sorry, I regret… to make the customers feel like they're being
sympathetic and we're respecting them.
I remember once I bought two shirts in a shop online and paid through payment via
card. Unfortunately, I received only one. I immediately contacted the store and asked for

a refund. The counselor said they were deeply apologetic. They would send me an extra
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shirt and pay the shipping fee, then thanks for my trust. You can see that with just a few
polite apologies and problem solving, I still trust that shop for the next purchase.
- Quick customer response: Most businesses experience a delayed response to
customer inquiries. The reality is that most customers expect a response from your
company within the hour on social media. Responding to customer inquiries as quickly as
possible helps retain them.
For instance, if a customer wants your online store to advise on a few issues, but
after a while, they have not received a response from you, what will happen? I guess most
customers become uncomfortable, then leave. Of course, there will be no successful
transaction between your store and them. On the contrary, customers can seek 1-on-1
advice from your employees on live chat as soon as they ask the question, which increases
the rate of completed transactions because consumer drops off is that they meet problems
when handling or controlling, without getting any help.
- Under promise, over deliver: Each employee in the enterprise must always bring the
best value to customers. That helps businesses master each of their activities. As a result,
they will receive more and more requests from customers. All promotional activities
between the two sides of the business are completed earlier than the specified deadline
and with a commitment to better quality.
For example, during the last flash sale, DSW's sales website crashed, leaving many
shoppers stuck with online orders and unable to proceed with payment. The next day, the
customer received a sincere apology email from the DSW store, along with an
announcement that the flash sale would be extended. Customers are not so satisfied, but
they also take the time to order more products. Even after the promotion is over, there are
still customers who keep coming back to purchase.
Therefore, comprehensive and professional customer service is always one of the most
significant factors to help build the business's prospect.

3. AFTER THE SALE
After-sales, known as after-sales support (After-sale service) refers to the services and
support that businesses provide to customers as part of the customer's after-sales
policy/service is sold.
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