Category: Business

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Reasons to work with an E-commerce logistics company in the Philippines

Marketing

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Working with an E-commerce logistics company in the Philippines is essential for any business, regardless of type or scale. This is especially true as many businesses and consumers continue to flock to the digital space for their different needs.

A logistics company in the Philippines that has E-commerce capabilities can help merchants efficiently manage different aspects of their operations. In a bustling E-commerce industry, partnering with one elevates overall business management and entails a lot of benefits.

Still unsure about working with an E-commerce logistics company in the Philippines? Read on to find out the reasons why you should.

Unlocks more opportunities

Partnering with an E-commerce logistics company in the Philippines grants merchants more opportunities because Filipinos now have a strong preference for online shopping. While brick and mortar stores remain a top choice for Filipino shoppers, businesses have more leeway in the digital marketplace. Thus, an E-commerce logistics company can build and strengthen a merchant’s digital presence. It allows them to offer various promos and deals to attract more newfound consumers and increase sales.

Makes tracking of orders easier

Merchants work hard to make each customer purchase special, more so if they’re a startup, in order to make a great impression. However, it may be difficult to keep track should there be large volumes of orders and shipments. 

An E-commerce logistics company in the Philippines can remedy this by digitizing certain operational aspects. Monitoring orders and updating customers – these are just some of the tasks they can offer to maintain seamless operations and a smooth consumer experience.

Expands visibility to increase market reach

E-commerce has made the retail world a lot smaller and each logistics company in the Philippines has expanded its footprint to tap more markets. Similarly, partnering with them also helps merchants widen their reach and makes their products more accessible in different areas.

Offers multiple warehouses and reduced shipping costs

To bring brands and their products closer to consumers, a logistics company in the Philippines can offer storage spaces in multiple locations. Given the country’s geography, storing products in multiple locations lets merchants cater to consumers in nearby areas, ultimately expanding their own customer base. This also lowers shipping costs because there are local couriers that can be tapped.

Provides faster fulfillment of orders

As more Filipinos explore online retail, their habit of wanting to get what they ordered fast remains the same. An E-commerce logistics company in the Philippines can provide merchants with faster, more streamlined order fulfillment. This means that the delivery time of orders are cut shorter and some merchants can even offer next-day delivery for shorter distances or nearby locations.

Maximizes overall productivity

Overall, an E-commerce logistics partner allows merchants to maximize productivity because they can focus on more important aspects of their business. A logistics partner can handle different day-to-day tasks whether it’s monitoring orders or packing them. This lets merchant focus on responding to customer feedback and thinking of strategies to attract more customers.

In business, having a partner offers a lot of benefits, especially in supporting your operations. Payo is the perfect E-commerce logistics partner for local and international merchants as it offers the aforementioned benefits and more.

A leading E-commerce enabler in the Philippines, Payo has a wide range of solutions that can be tailor-fit for a business’ online retail needs. Among these are Marketplace Optimization, Live Customer Support, Warehousing, and Last Mile Management.

These are just some of the reasons why merchants should work with an E-commerce logistics company in the Philippines like Payo. Need more?

Sign up with Payo today or send us a message at [email protected]. Let’s unlock more opportunities for your business together!

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7 tips to help you prepare for major end-of-year sale events

Marketing

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The ‘Ber’ months, also known as the Golden Quarter, present a major boost in sales for the Philippine E-commerce sector. It is when major sale events happen and Filipinos are on the lookout for bang-for-their-buck holiday deals. 

As end-of-year sales edge forward, more shoppers are rushing to online marketplaces to make their holiday purchases. This could bring about challenges for E-commerce businesses of all sizes, especially smaller ones. If you want to enjoy a big uptick in sales during this year’s biggest shopping events, you need to think about how to prepare your business. Here are a few suggestions: 

Make inventory decisions early 

If you plan your inventory ahead of time, you’ll know which products you’ll need to stock up on. You can also choose the products you’ll be promoting for end-of-year sales as early as possible. This is particularly important if you rely on suppliers for your products. You have to give them, as well as yourself, time to prepare and get the products early. 

Optimize your online store with an omnichannel approach

Embracing an omnichannel customer experience is important during this quarter. Whether your customers are on mobile or using a desktop/laptop to shop, be sure that you optimize your channels to create a seamless shopping experience for them. This helps you increase contact with your customers no matter what their online shopping preferences are.

Connect with your customers through social media

E-commerce in the Philippines is mostly driven by the country’s huge social media usage rate. As Filipinos spend an average of 11 hours a day online, it pays to connect with customers on social media. 

Create your own social media pages and execute campaigns to help with brand awareness and engagement. From offering discounts, coupons, and giveaways, to posting reviews and feedback about your products and services, your social media pages can be effective marketing tools to attract more potential customers.

Have a reliable warehousing partner

The high volume of demand during end-of-year sales can make it more difficult for merchants to fulfill and get orders to customers quickly. So as early as now, you must have a reliable Warehousing partner with multiple warehouses. This ensures that your products are accessible for quick delivery to your customers across the country.

Get help with fulfillment from the experts

The ‘Ber’ months are known for mega traffic jams, which can cause delays in shipping products. As you will likely get an influx of orders over these end-of-year sales, it might be worth getting a Fulfillment service provider that can handle picking up, packing, and shipping packages for you.

Integrate live chat into your store

End-of-year sale events in Philippine E-commerce are considered the busiest season in online shopping. As more people are rushing to shop online, the last thing you’d want is to lose a sale just because a customer couldn’t get a reply from you quickly. Consider enabling and integrating a 24/7 Live Chat into your store. This can help both existing and potential customers easily reach you should they have any queries or concerns.

Provide prompt and timely updates

Major year-end sale events are hectic not just for you or your customers, but also for customer support. Customers like keeping tabs, particularly on the status of their package delivery. It can be stressful for you if they keep following up and hounding you for information. 

This is why it is important to find ways how you can provide prompt and timely information logistics to avoid customer frustration. This can give your store’s reputation a little boost because you leave a good impression on them and keep them satisfied with your service.

These are just some of the tips you can utilize in managing major sales. If you want to further level up your E-commerce game, having a trustworthy partner like Payo can help you get through the crazy and adrenaline-filled end-of-year sales in the Philippines!

Being one of the Philippines’ leading E-commerce enablers, Payo offers diverse and innovative services to help you take advantage of major end-of-year sale events. Our Marketplace Optimization, Live Customer Support, Multiple Warehousing, and even our Last Mile Management solutions can help you get the most out of this busy time for E-commerce.

Want to conquer end-of-year sale events? Sign up now or send us a message at [email protected] so we can discuss how to do it together!

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Customer service horror stories and how to avoid them

Marketing

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Keeping your customers happy should be your utmost priority if you want to be successful in the local E-commerce space. But as an E-commerce service in the Philippines, Payo knows encountering horror situations involving irate customers is inevitable. This shouldn’t scare you, though! You can’t fully avoid these problems, but knowing how to handle them properly can help you succeed as an online merchant.

We’re here to give you advice on how you can turn these situations around. Let’s take a look at some E-commerce customer service horror stories, as well as what you can do to solve them!

The werewolf

They seem like regular customers at first but be warned, a delayed delivery can make them furious in an instant – similar to a werewolf during a full moon. But, who can really blame them? They’re not necessarily angry at you, they’re just feeling frustrated over the delay.

Keep calm, apologize, and don’t escalate the situation! If you match their frustration, you’re going to make things worse. Make sure to provide them with a solution as soon as you can. You can also inform them that you’re taking immediate action on the matter. Once they know that you’re on top of the situation, they usually go back to a calmer version of themselves.

Frankenstein’s customer

Just when you thought that a customer isn’t pushing through with their purchase, they’ve come back to life and are now constantly messaging you, demanding to have their order shipped right away.

Once they’ve finalized their order, walk them through your ordering process. Customers can be understanding once they see things from your point of view. It’s also good to show them that you’re willing to attend to them for any questions or queries. This is a step in the right direction for having a good relationship with them.

The ghost buyer

At the other end of the spectrum, we have situations with customers who are poised to receive their packages and then poof, it seems like they’ve vanished from the face of this earth. Fortunately, it’s possible to summon these people back into existence – no Ouija board required.

If all attempts at contacting them again have failed, it’s best to double check their delivery details. It’s possible that they haven’t updated their latest address or the rider might have gotten the wrong number. These may seem like simple mistakes, but they still happen.

The logistical jigsaw

You should always go above and beyond for your customers. But, when their delivery directions start to look like an evil villain’s master plan, you need to exercise some patience.

These kinds of customers usually have specific delivery needs that take more time and effort to accomplish. They can range from having to find hidden areas (at least according to navigation apps), multiple requirements to enter places (leaving IDs in villages within villages), or even particular ways of leaving behind their packages.

Make sure to list every detail down and relay it to the courier. It may seem tedious to take note of everything, but customers will appreciate your effort, and even seek your store out again in the future.

These are just some of the horror stories that you may encounter in Philippine E-commerce. Dealing with these problems can be scary for merchants, but don’t forget that great customer service can save the day.

If you need someone that can help you avoid these frights, look no further than Payo!

As the leading E-commerce service provider in the Philippines, Payo is here to make online selling easy and hassle-free for both merchants and their customers. Our Customer Support service gives you a dedicated team that can handle any and all problems your customers may encounter. Our Fulfillment service also ensures safe and fast delivery, even if you have high holiday volumes. 
  
Learn more about our E-commerce solutions by signing up with us today or by sending us a message at [email protected]. Don’t worry, we don’t bite!

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How to be a reliable E-commerce business in the Philippines

Marketing

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In recent years, there has been a noticeable boom in E-commerce services. This rise can be attributed to how easy it has become for Filipino merchants to set up their own online businesses. Potential sellers no longer need a lot of capital to get their store up and running. All they need is an internet connection and quality products, and they’re ready to start selling. 

This situation has also led to the overall market for E-commerce businesses in the Philippines becoming more competitive. With the seemingly limitless options available to customers, it can be difficult for online stores – especially newer ones – to stand out. However, the most successful businesses in this market are usually the ones that customers see as reliable.

To help budding merchants achieve this, we’ve made a step-by-step guide on the traits and best practices that they should know in order to succeed in the Philippine market. Let’s take a look!

Market your business well

Setting up your store is only half the battle as getting customers to visit it is a different story. A well thought out marketing effort can help push more people to consider shopping from your E-commerce business in the Philippines.

When promoting your store and its products, it’s more effective to highlight what sets your business apart from others. Focusing on a unique selling point makes it easier for possible customers to remember you.

Provide customers with a worry-free shopping experience

Whether you’re an E-commerce service using an already established marketplace or your own site, your customer’s shopping experience should always be easy and convenient. Any problems that visitors encounter while shopping could ultimately deter them from making purchases.

This user-friendly experience should also be applicable for mobile users. As most Filipinos shop using their phones, optimizing your store for mobile can help you attract more customers. 

Informative product pages

A main difference between E-commerce services and traditional shopping is that online stores don’t allow customers to physically inspect items before purchasing. It’s now up to merchants to make sure their product page is as accurate and informative as possible. 

Each product page should describe what it is and what the item is for. The descriptions need to be up-to-date and should paint a detailed picture of the product’s features. It’s also important to have good quality images and videos of the product for more visual shoppers.

Fast and safe delivery

Timely deliveries can go a long way in terms of maintaining customer satisfaction. E-commerce businesses in the Philippines can lose out on repeat customers due to delayed deliveries. Shoppers will even cancel their orders outright if they experience major issues like failed deliveries or a complex delivery process.

Merchants should always be wary of minimizing these issues so their store can leave a positive impression on consumers.

Be consistent 

When a business is aiming to be a reliable E-commerce service, occasionally providing good service isn’t going to cut it. Merchants have to make sure that the quality of their online store is consistently great.

This is because you’re essentially building a relationship with your customers over time. Having the discipline to be dependable will mean a lot to them. Keeping this up will not only help your store gain good customer reviews, but will contribute to your business’ long term success. 

These are just some of the things that you should keep in mind when starting your own E-commerce business in the Philippines. It may seem daunting for beginners, but there are companies out there that can help merchants easily implement these processes. 

If you’re looking for an E-commerce enabler that can handle all of these things for you, then look no further than Payo!

As the Philippine’s leading E-commerce enabler, Payo has a variety of services that can help merchants succeed. From Marketplace Optimization, Last Mile Management, Fulfillment, and even Warehousing – Payo can expertly assist online stores with any of their needs. 

Learn more about Payo’s E-commerce solutions by sending a message to [email protected] or signing up with us today!

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6 business problems that a logistics company can solve

Marketing

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In recent years, more and more merchants have started their own online businesses. It’s plain to see why as it’s become easier for anyone to build their own online store. Merchants can now even manage their store with minimal to no help. 

This hands-on attitude to operations is understandable at the start but once your business grows, so will your customers’ demands. Catering to these demands may no longer be sustainable, especially when it comes to aspects like logistics and fulfillment.

Sticking to this approach for too long may end up costing you more money and stress than it’s worth. You’ll be dealing with issues that could have been easily avoided had you partnered with a logistics company in the Philippines. Let’s take a look at six of the problems that one can help you solve!

Spending too much time on fulfillment 

If dealing with fulfillment is taking up more of your day, then you need help from the experts. A logistics company will handle all the labor and time-intensive tasks that would otherwise have taken up your work day. It can be as simple as handing over your items and then focusing on the other aspects of your business.

Rising delivery costs

Whether you hire your own delivery staff or have a third-party courier, it can get expensive shipping your products to customers. Additionally, your costs can balloon to a concerning amount when you have to deliver to different areas in the Philippines.

Working with a logistics company can help you save on these costs. They usually offer lower fees, with some even offering flat rates for businesses with multiple deliveries.

Running out of space

When you’re just starting, storing your products in-house is fine. But once you start expanding, that original space isn’t going to cut it anymore. If a lack of space is affecting your operations, it’s time to ask for help.

Logistics companies have their own warehouses that can help you store more items and make deliveries easier.

Delayed remittance

There’s still a considerable demand from customers for COD as a payment option. However, this can result in delayed remittance for businesses, which in turn can negatively affect their cash flow. It can take merchants days or even weeks to finally receive their earnings.

There are logistics companies in the Philippines that can provide timely or even advanced remittance, in order to improve your business’ cash flow.

Customer complaints

Late deliveries and damaged products can result in customer dissatisfaction. Working with a logistics company helps merchants avoid these issues and keep customer complaints low. That’s because they already have systems in place to ensure that your items get to customers in the best possible condition.

Coordinating Different Partners

It can get overwhelming for new merchants to work with different partners. You have to track your warehousing and pick up schedules. You then have to oversee your couriers, and answer any questions they may have.

When you’re working with a logistics company, all of these tasks are taken care of for you. You’ll only be dealing with a streamlined version of this process.

If you’re experiencing any of the problems above, look no further than Payo for the solution!

Payo is one the country’s leading logistics companies and E-commerce enablers that can handle your logistics needs. Whether it’s Last Mile Management, Warehousing, Fulfillment, Advanced Remittance, or Marketplace Optimization, Payo has a unique answer for any of your problems.

Learn more about our logistics solutions by sending a message to [email protected] or sign up with us today! 

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5 things to know about dropshipping in the Philippines

Marketing

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Online retail continues to thrive as an industry, and E-commerce services are also expanding with it. With promos, vouchers, deals, even cash-on-delivery, consumers are more engaged. This has led to businesses needing to be more creative on how to sell their products.

In the Philippines, dropshipping is an E-commerce service that is gaining popularity among merchants who go into online retail. Dropshipping allows merchants to sell products without storage concerns because they work directly with third party suppliers. This helps them offer diverse products and it simplifies overall operations management.

If you’re considering this type of online business, here are five things that you should know about dropshipping in the Philippines.

Identify what to sell

Like many businesses, merchants who want to do dropshipping in the Philippines must also identify the products they want to sell. This can best be done by studying the market and finding a niche or specific audience to serve. Since many online sellers prefer dropshipping as a business model, new entrants need to check what products are of high demand to Filipinos. From there, they see how they can go about selling against the competition.

Work with suppliers

A benefit of dropshipping in the Philippines is that merchants can choose the suppliers that they want to work with. This grants them the freedom to do background checks. They can also ask to see samples of their products first. Merchants can set agreements to ensure that products are at their best quality, especially as orders come in and are shipped out.

Decide on your approach

There are two ways to go about dropshipping. Merchants can either purchase products from a supplier beforehand, or simply route orders directly to them after confirming the customer’s shipping details. Both will heavily rely on the suppliers as they will take care of the packaging and shipment of orders.

Find a place to sell them

When merchants start dropshipping in the Philippines, they can actually choose whatever selling platform they prefer. They can choose to sell on their own website, social media or online marketplaces. This E-commerce service allows merchants to take their products everywhere. What is important is that merchants do proper marketing and their suppliers handle the logistics properly.

Know the potential risks

Merchants who want to put up a dropshipping business in the Philippines must know that it also has risks. With this E-commerce service, merchants do not have direct visibility over products and handling. This can result in compromises on quality and fulfillment. These include wrong orders or addresses, damaged goods, and shipment delays, to name a few.

Thus, merchants must be ready to provide service recovery to manage potential negative customer feedback. This can be through discounts, replacements, or even refunds, all in an effort to save the relationship with the customer.

These are just some of the things to remember when you start dropshipping in the Philippines. If you’re looking to get into this, its best to have a partner that can support the different aspects of your store. 

Choose the right partner

Dropshipping in the Philippines is quite simple and easy to do. What would make things easier for merchants is having the right partner that can help set their online store up and manage various aspects of the business. Payo is the best choice for the job because it is a leading E-commerce enabler. They offer innovative end-to-end E-commerce solutions to their partners. With Payo, merchants’ online selling experience can be efficient and seamless!

Among the E-commerce services that Payo offers are Marketplace Optimization, Live Customer Support, Fulfillment, Last Mile Management, and Cash-on-Delivery Integration. These are all essential in running the day-to-day of a digital store. With Payo’s help, merchants can pursue dropshipping in the Philippines with ease while also focusing on more important matters of their business.

Interested in starting your own dropshipping business? Sign up with Payo today or send us a message at [email protected]. Let’s get your online store up and running!

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How to build and maintain customer loyalty

Marketing

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When you own a business, customer loyalty is one of the key things that you must consider to keep and grow your community. With the increased popularity of E-commerce in the Philippines, you can definitely be more creative in nurturing your customers while also welcoming new ones.

What’s important to remember is that customer loyalty is all about reinforcing efforts so they stay interested in your brand and what you’re selling. From maintaining quality service to providing something new to look forward to, customer loyalty requires your full commitment as a merchant.

Here are several ways that you can create loyal customers and keep them coming back for more.

Make a great first impression

The first step to creating a loyal customer is to get them interested in your products through your visuals, pricing, and descriptions. Next, whether they are first-time buyers or repeat customers, be sure to have their orders secured, well-packaged, and delivered at the earliest time possible. Knowing you can deliver fast can leave a great first impression, and hopefully one that lasts.

Add freebies to their packages

One of the beauties of E-commerce in the Philippines is that merchants can be very generous. Be extra kind to your customers and include freebies when you pack their orders. This can be small tokens like stickers or products that are of bigger value for larger purchases. Customers will surely feel special when they see that they’re getting more than their money’s worth. 

Provide flexible payment options

Payment options also affect customer loyalty because it shows your flexibility as a merchant. Cash-on-Delivery (COD) has become very popular in the Philippines, so be sure to offer this as an option. After a successful transaction, you may even get referred to other customers.

Create seasonal bundles

Seasonal bundles are always a fun way to go about reinforcing your customers’ loyalty. Whether it’s Christmas, Valentine’s or something like Mother’s and Father’s Day, seasonal offerings make it easier for customers to shop because products are more affordable in sets. You can even go the extra mile with seasonal packaging as a treat for both new and repeat customers.

Offer follower discounts

Aside from monthly and seasonal promos, giving discounts that are offered out of the blue is also a good way to achieve customer loyalty. Follower discounts are exclusive offers for those who continue to follow your shop. Whether it’s on social media or online marketplaces, this helps show your appreciation and gratitude for their support. These discounts can range from 5% to 15%, or even more. It’s up to you how much you’re willing to give!

Start a customer loyalty program

Similar to how your favorite café does it, a customer loyalty program can be as simple as collecting stickers. With E-commerce, it can be done by simply tracking their purchases. For example, on their third purchase, you can offer free shipping. On the fifth, there can be bigger discounts or a free prized item from your shop. Keeping them motivated and rewarded can surely help with creating repeat customers.

Have constant visibility

Being active in the digital space is one way to reinforce customer loyalty. Posting frequently keeps you visible to your followers. It can be through new offerings, discounts, reviews, or other product-related content. If you’re on Facebook, you can ask them to change their follower setting to receive notifications for your new posts. You can also run digital ads, sponsored posts, or participate in online marketplace campaigns to make sure that you have constant visibility.

Be reachable and open

Customers appreciate it when they can reach you. Consider having a chat function for inquiries and concerns, and a comments section where they can leave reviews and feedback. Opening these communication lines helps build a connection between you and your customers. It’s also one way of reassuring them that you value their input to further improve your shop overall.

These are just some of the ways that you can engage with your customers and strengthen your relationship with them. It may seem like a lot for one person or a small group to handle, so why not partner with an E-commerce enabler like Payo and bring out the best in your brand?

With Payo, achieving customer loyalty will be easier. The company’s Live Customer Support service allows you to keep your customers well-informed and updated of their package status. You can also notify them early for any delays, granting you more time for service recovery when needed. 

Payo also allows you to better navigate the E-commerce world in the Philippines and have a loyal Filipino customer base using its different services. Among them are Warehousing, Fulfillment, Last Mile Management, Cash-on-Delivery Integration, and Marketplace Optimization. With Payo, you can fully manage your business digitally while taking care of your customers!

Learn more about how you can further strengthen your customer loyalty. Sign up with Payo today or send us a message at [email protected]. Let’s grow your repeat customers!

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Analyzing the impact of online selling in the Philippines

Marketing

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Getting into E-commerce in the Philippines is one way for brands to reach a wider audience and showcase their offerings. When online marketplaces were first introduced, Filipinos were quick to explore these platforms because of the great deals and discounts they offered. However, many still preferred visiting traditional brick and mortar stores, with only 2% of the online population making online purchases.

When the pandemic broke out and restrictions were put in place, many saw the potential of exploring E-commerce. Merchants and customers alike turned to online selling in the Philippines for their essential needs because they couldn’t go out. Thus, a new generation of shoppers and shopkeepers were born.

Rise of the digital marketplace

During the height of the pandemic, E-commerce activity grew as physical movements and mobility continued to be limited. This saw local E-commerce transactions reaching PHP229.8B in 2020, and estimated to have reached PHP264.5B in 2021. This is proof of how businesses and consumers coped with online selling in the Philippines.

Because of the restrictions, some businesses scaled down physical stores. This was followed by expansions online while many startups also came into the digital fold. The Department of Trade and Industry even reported that online merchants have grown from only 1,700 in March 2020 to over 93,000 in January 2021.

Whether it’s on social media like Facebook and Instagram, online marketplaces like Shopee and Lazada, or on merchants’ own websites, online selling in the Philippines is thriving thanks to technology. Not only did costs decrease, but merchants are also able to maximize expenditure on other things. This includes increased inventory, storage, and even advertisements for different marketing promotions.

Growth of digital payments

The rise of online selling in the Philippines also saw the jump in digital payments. Because they were not able to go to banks and bayad centers, consumers had to learn how digital banking worked to manage their finances and online purchases.

Despite being a cash-driven market, Visa revealed that 60% of Filipinos carried less cash during the pandemic, while another 84% tried going cashless. There was also an increase in preference for mobile wallets, online card payments, in-store card payments, and quick response (QR) payments.

The company even went on to say that the preference for cashless payments is clearly gaining momentum. “More Filipinos are confident to get by without cash and for longer periods of time — with more than half feeling confident to get by for a week or longer, as cashless payment options grow,” it shared.

Multiplier effect in other industries

Demand for logistics service providers also soared as online selling boomed in the Philippines. As businesses and consumers dominated the digital marketplace, they also grew to cater to the surge in customers. This has led to more employment opportunities for Filipinos and access to untapped markets.

Similarly, this growth also impacted warehousing as E-commerce accounted for nearly half the total demand in early 2021. This shows not only the increased investment in storage spaces, but the potential of serving a bigger market in the metro and in rural areas.

Technology has indeed enabled a lot of opportunities to ensure a thriving local retail industry. If you’re looking to leverage these, then now’s the right time to explore and take your shot. 

With Payo’s solutions, you can break into the Philippine E-commerce scene effectively and seamlessly. These include Marketplace Optimization, Warehousing, Fulfillment, Last Mile Management, Cash-on-Delivery Integration, and so much more. 

Want to scale your business in the Philippines through online selling? Sign up with Payo today or send us a message at [email protected]. Your journey into the digital marketplace starts here!

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5 characteristics of a reliable courier partner in the Philippines

Marketing

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The flourishing E-commerce industry presents a demand for logistics companies in the Philippines to do better. This is because so many businesses rely on them for storage and delivery. However, finding a reliable courier partner in the Philippines can be challenging.

While many logistics companies can do the job, how would you know if you‘ve hired the right one? Here are the telltale signs that you’ve found the right one for your business.

They consistently deliver on time

As a merchant offering products to the Philippine market, you should know how one late delivery can negatively impact your business. To avoid that, you need to work with a courier that’s consistent with swiftly and safely delivering products.

As much as possible, a reliable courier partner will provide excellent delivery service year-round. Their consistency can even help you deal with customers, as you can make promises knowing that your courier can meet their delivery time expectations.

They are always ready and available

A dependable courier partner in the Philippines will always be available when you need them. They are easy to communicate and get in touch with. They are also ready to adjust to your needs and know how to work with a variety of industries that you cater to.

Time of day, load sizes, and travel distances should all be managed with ease by the right courier partner. That’s why it’s best to make sure that the logistics company in the Philippines you’re hiring offers a range of services that can meet your requirements.

They have a good track record

Another green flag that says your courier partner is reliable is their good reputation. Many logistics companies in the Philippines would tell you about their performance success. But the best way to find out about their track record is to ask their clients. You may want to check out testimonials and ask if you can speak to references and other customers about their service. Online reviews on social media can also help you learn about the courier’s track record. 

Most organizations won’t stay long with the same courier if service levels don’t meet expectations. So go online and find out what they say about a courier service before hiring them!

They have fair and transparent pricing

Your logistics company should provide you with fair rates that fit your specific needs. For example, if you have to deliver items to the province, a reliable courier partner in the Philippines will adjust to those unique needs without incurring additional costs. Or, if extra costs are involved, they’ll let you know as soon as possible. Full transparency in pricing shows how much your courier service values your partnership with them.

They provide timely updates

Another characteristic of a reliable courier service is being able to provide clear and timely updates. Innovative solutions like automated order updates and real-time tracking can help ensure that your customers will be ready to receive their packages once they arrive. Also, this can enhance your credibility as an E-commerce merchant because you reassure your customers that they won’t be kept in the dark about their packages’ whereabouts. 

These are just some of the green flags to look for in a logistics company in the Philippines. There’s no specific formula for success in E-commerce, but a reliable courier partner can be greatly beneficial.

Ready to hire a logistics partner? Let Payo do the job for you!

Payo, an E-commerce enabler in the Philippines, helps you choose courier partners that meet your expectations. Our Courier Algorithm will help you analyze which service provider can best cater to your business needs. And because we are in touch with over ten couriers nationwide, we can give you more opportunities to work with only the best courier service there is. 

We also have other E-commerce solutions for you, such as Fulfillment and Warehousing. Just send us a direct message at [email protected] or sign up now so we can find long-term solutions to your E-commerce concerns!

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Common E-commerce customer complaints and how to address them

Althea Kalalo

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As an online merchant, giving your customers the best experience should be one of your top priorities. Sadly, there are some circumstances where having irate or unsatisfied customers is inevitable. To help you deal with situations like this, we’ve listed down some of the most common customer complaints in E-commerce. Plus, we also included tips on how you can address them! 

Out of stock items

There are moments when your customer is really excited to buy a certain product, but it’s out of stock. Though this can’t be helped at times, it can cause your customer to feel frustrated. This is especially true if it happens during peak seasons like Christmas or Halloween, or if it’s something that’s constantly unavailable.

How to address the situation: First, make sure you give your customers the option to get notified once the items they want are back in stock. You can easily do this via email. 

This is just a quick fix for this common customer complaint though, and the best thing to do is to analyze your inventory management. How often do you run out of stock for certain items? Are there buying patterns you can take note of when restocking? Taking these things into consideration can help you prepare for the future and avoid complaints about “out of stock” items. 

Lack of order updates 

Once a customer checks out an order, he or she probably wants to constantly know the status of the package. Has the store received the order? Has it been packed? Picked up from the warehouse? Is it in transit? 

Knowing a package’s status becomes even more necessary if the customer needs their products ASAP. If the customer doesn’t get timely updates, chances are he or she may start feeling agitated or impatient with the order. This might eventually lead to a complaint. 

How to address the situation: The key to addressing this complaint is transparency. Make sure you communicate with your customers as often as you need to. Send them messages as soon as you’ve received their orders on your selling platform, and give them ways to track their package. This way, they’re also ready to receive their packages once they arrive.

Their package is late

One of the most common customer complaints is late packages. It’s something that can easily anger customers, especially if their order was time-bound. Sometimes, situations like typhoons or other natural calamities hinder you from sending packages out on time. However, other reasons for late delivery are avoidable, and these are the pain points that you should be addressing as a merchant. 

How to address the situation: First, make sure to notify your customers as soon as possible if you know their packages will be delivered late. You should also be ready to provide service recovery – something like giving them freebies or a discount code for their next order. This can help encourage these customers to become repeat shoppers. 

To lessen the instances of late deliveries, you should also look into partnering with a reliable courier. If they offer same-day or next-day deliveries, even better!

The item they got is damaged or incorrect

Your customer excitedly opens their package, only to find a damaged product or worse, a product they didn’t order. It’s easy to see why they can get frustrated, right? In this situation, it’s only natural that they raise this issue with you.

How to address the situation: A big part of going about this scenario is providing service recovery. Apologize for the hassle this experience has caused them, and offer to ship a replacement or give them a refund. 

This is also a good lesson in the way you pack your items; you must do so with care, especially if they’re fragile. If you have a logistics partner for this, then it’s best to make sure that they pack and hand off each package carefully and efficiently. 

Poor customer service

One thing that your customers will always want to feel is that they are heard. That’s why it’s important to make sure you’re ready to address their questions and concerns. If a customer feels that a store doesn’t care about their shopping experience, then it can cause them to complain about it. Worse, if they were already irate and they don’t get proper customer service, then you might just lose them as a customer altogether.

How to address this situation: The key to solving this common customer complaint is keeping your communication channels open. Have ways wherein customers can easily contact you, whether it’s via social media, text, or email. 

Also, no one expects you to answer a query the second it’s sent, but make it a point to reply to customers within an hour or two. This way, they’ll see that sales aren’t the sole focus of your business – you care about your customers too!

The checkout process is tedious

Last but not least on our list of common customer complaints is having a complex checkout process. Online shopping should be convenient, easy, and fast. That’s why one sure way to deter customers from completing their purchases is having a complicated checkout process. Additionally, a lack of payment options during checkout can be another discouraging factor.

How to address this situation: Have customers fill out only the most necessary fields for their orders. It would also be useful if you include an option to remember their details for future orders, or a software that can automatically fill in their shipping information. 

You should also provide diverse payment options, from debit/credit cards to e-wallets and even Cash on Delivery. This will help make the checkout process more convenient for your customers.

Now that you know these common customer complaints and how to address them, you can surely provide better service to your customers. If you need help with that, or with any other aspect of your online business, then Payo is the answer!

Payo’s goal is to make E-commerce as simple and easy as it can be for merchants. From taking care of your Warehousing and Fulfillment process to helping you with Marketplace Optimization, we’re with you every step of the way. Plus, we take care of your customers, too! Like you, we want them to have a pleasant E-commerce experience.

Ready to scale your business and have more repeat customers? Sign up with us today or send us a message at [email protected]. We’d be happy to get in touch!