Gear up your online marketplace for Christmas: Focus on great customer experience
A successful holiday season is a great opportunity to secure sales for the coming year. Why? Customer loyalty. If customers have a good shopping experience on your marketplace, they will certainly come back for more. Product availability and assortment, fulfilment and delivery are of course the major keys to a good customer experience. Find below some key requirements to keep in mind:
The right mix of products readily available
Fill up your warehouses with the best sellers that people will want to buy for Christmas. The Christmas shopping season lasts approximately 3 months but if someone shopping in October will accept to wait a few days for a delivery, the last-minute shoppers will certainly look for next day deliveries.
Be the one-stop-shop for Christmas shopping
Convenience is key for online shoppers. If they wanted to roam the shelves, they would probably have gone to a department store. Offering a large choice of products and right assortment so your customers don’t have to go anywhere else is clearly a competitive advantage.
Make sure your website is user friendly and ready to ramp-up
Customer experience starts with a good online user experience. Make sure your website can withstand a surge of visitors (test son age loading time, simulations of high volume of connections are possible before the peak season), especially on your checkout and payment systems. The slightest bug will send your customers straight to the competition.
Offer suggestions for Christmas gifts
Guiding your visitors to the products that are waiting for them in your warehouses can be an efficient idea. Provide suggestions for Christmas gifts in editorial articles or set up a search engine for gift ideas, this is very popular with undecided shoppers.
Maintain customer service quality whatever the number of requests
The best way to relieve your customer service is to provide clear information directly on your website. For example: estimated delivery date on the product page, real-time stock availability, return process and deadlines, etc.
This goes without saying… Make sure your supply chain and shipping processes are working perfectly by partnering with a reliable and flexible logistics partner.
Efficient and simple return process
A difficult return process can discourage customers and can wreak havoc in your warehouses. So be prepared, Christmas gifts are not always suitable, in average approximately 20% of the products bought online are returned , and this % increases several days after Christmas period.
As you may have inferred from the above, logistics are the backbone of a great customer experience. So now we have listed the basics of a satisfactory customer experience, we need to consider what makes all this possible: a sound logistics.