Steve Tan is a Singapore-based serial entrepreneur and full-stack digital marketer with over 14 years of hands-on expertise who can also be the CEO and founding father of Super Tan Brothers Pte. Ltd, which operates e-commerce, software program, logistics, advertising and marketing, instructional and funding corporations across the globe.
Intuitively, shops that promote on-line must be making a killing in the course of the COVID-19 pandemic. After all, everyone seems to be caught at dwelling — and understandably extra prepared to buy on-line as a substitute of at a conventional retailer to keep away from placing themselves and others at medical threat. But the reality is, most smaller on-line shops have seen higher days.
The main problem is that smaller outlets typically don’t have the logistics networks that corporations like Amazon do. Consequently, they’re seeing considerably delayed supply timelines, particularly in the event that they ship internationally. Customers clearly aren’t thrilled about that actuality. And in lots of instances, they’re requesting refunds at a staggering price.
I noticed this play out firsthand in April. At that time, my shops had been down 20% or in some instances even 30% in income. Needless to say, my crew was freaking out. But there’s one factor we did that helped us improve our income over 200% because the pandemic, lower refund requests and even strengthen our present buyer relationships.
We applied a 24-hour reside chat in all of our shops. Here’s why it labored for us and why each digital model must be doing it too.
Avoid the frequent ‘unreachability’ frustration
When I began my first on-line retailer in 2006, challenges that bogged my crew down typically meant that my crew’s first precedence grew to become resolving these challenges in order that we might serve our clients sooner. But admittedly, when these challenges got here up, it grew to become harder to steadiness speaking with our clients and resolving the problems that prevented us from fulfilling their orders shortly.