Category: Ecommerce

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6 popular items to add to your E-commerce store for the holiday season

Marketing

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Filipinos are known for being especially enthusiastic about the Christmas season. This excitement even extends into the amount of effort they put into giving gifts for their loved ones.

As Filipinos start to tick off their gift lists, online marketplaces receive a rush of orders that greatly exceeds their usual sales. Shops that sell items already on customers’ wish lists are usually the ones that profit the most. If you want to make the most out of this opportunity, then you should consider adding these kinds of items to your E-commerce store during the holiday season. 

Haven’t caught up on which items are currently trending? We’ve got you covered! Here’s our guide to the popular and in-demand products that you should start selling on online marketplaces! 

Fitness Gear

Coming out of lockdown, more and more people have begun prioritizing their health. Items like sportswear, water jugs, and work out equipment are now in heavy demand.

Cater to a physically active crowd by adding these kinds of items to your E-commerce store for the holiday season. 

Video Games and Gaming Accessories  

From what was once a niche interest, gaming has become more and more mainstream in recent years. Its popularity these days comes as no surprise with the rise of streaming, inspiring more people to get in on the fun.

People are going to be looking for a gift for the gamer in their life, and that’s where your store can come in. Selling products like video games, controllers, and streaming equipment can boost your sales amongst the gamer crowd. 

Kitchenware and Appliances

Filipinos love cooking, and in recent years, kitchenware has become one the most sought after items in E-commerce. Items that can help make cooking easier are more than welcome in any household, especially with the rising popularity of easy cooking recipes on social media.

Many Filipinos also started food businesses during the pandemic, and those who want to continue growing know that getting good equipment is a step in the right direction.

With this in mind, products like air fryers, non-stick pans, and food processors make for great gifts for cooks of all kinds. Merchants should consider selling these, plus other utensils and cookware, on online marketplaces. 

Pet Supplies and Accessories

Pet owners do not hold back when it comes to keeping their fur babies happy. They’re willing to spend on accessories like scratch posts, treats, and collars without hesitation.

Consider adding pet-friendly items like these to your E-commerce store over the holiday season so you don’t miss out on this opportunity!

Fashion Items

Style never goes out of fashion, and Filipinos are some of the most stylish people out there. Clothing like oversized pants, crop tops, and blazers have caught the attention of all kinds of fashionistas, and would be a good addition to any store looking to attract more customers. 

Phone Accessories

Mobile phones are the gadgets of choice for most Filipinos, with accessories for these devices becoming incredibly popular on online marketplaces. Items like power banks, chargers, and cases are now in high demand, and can be a profitable addition to any merchant’s store. 

These are just some of the popular items that you can add to your E-commerce store this holiday season!

However, even if these products are already in your store, keep in mind that the battle isn’t over yet. You still have to effectively market and sell these items, and working with an E-commerce enabler like Payo can help you with that.

Our Marketplace Optimization solution can help your store stand out from the competition through eye-catching visuals and stand-out campaigns. These will ultimately help you attract more customers. We also have logistics solutions like Fulfillment and Warehousing that can provide your customers with fast and reliable delivery.

Connect with us by signing up now or sending us a message at [email protected]! 

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Last-minute holiday tips for online merchants

Althea Kalalo

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Just a few more days and Christmas will finally be here! While this means a period of merriment and gift-giving, it also means you have just a few more days until the busiest E-commerce season is over. Don’t lose the opportunity to take advantage of it!

If you’re an E-commerce service in the Philippines, you probably already have marketing campaigns in place. Still, it can be helpful to see how else you can boost your sales in the coming days. With that, here are our top holiday tips to make the most of the Christmas rush!

Create last-minute promos

While there are some shoppers who do tick off their Christmas lists in advance, some don’t have the time to buy gifts until the very last minute. That’s why one of our holiday tips is to create last-minute promos for these customers.

You can hold a flash sale on specific days of the month (e.g. 10 days before Christmas, or on Christmas day itself), or you can even have creative gift bundles up for the whole month of December! Don’t feel discouraged about creating promos because you feel you’re late to the game.

Plan some email campaigns

Email campaigns are a great way to talk directly to customers, especially those who have already bought products from your store. Make email campaigns exciting by offering exclusive discount codes, or early access to website sales. This way, customers will be excited for your holiday campaigns, and will be more likely to patronize your store. 

Make sure to also feature engaging images of your products, and focus more on being visual-heavy when it comes to these types of campaigns — something similar to a virtual gift catalog. 

Put importance on personalization 

Most purchases around the holidays are for gift-giving, and one seemingly small thing that customers look for is personalization. Offering simple gift-wrapping or holiday note cards can help them save time and resources. It’s also one less thing to worry about for them, as your products will be ready to give once it gets to their homes. 

This is one of the holiday tips you can do for free or for a minimal fee. Either way your customers will appreciate that you’re helping them with holiday preparations. 

Amp up digital campaigns 

With today’s digital age, it’s easier than ever to reach out to hundreds or even thousands of people. That’s why it’s the perfect time to amp up your digital marketing campaigns, especially on social media. 

Invest in marketplace banner ads, social media ads, and even sponsored articles. Do as much as you can to get your product bundles and discounts out there, and it’s sure to catch the attention of potential customers during the Christmas rush.

Take advantage of post-holiday shopping

The holiday spirit goes beyond December 25, so don’t be afraid to extend your holiday offerings! Some customers might still need additional gifts, or may want to treat themselves in preparation for the new year. 

Having said this, it’s important to cater to these customers by planning out campaigns even until January. After all, the Philippines is known to have one of the longest Christmas seasons!

Offer same-day delivery

If there’s anything that last-minute Christmas shoppers need, it’s same-day delivery. We consider this one of the most important holiday tips for the Christmas rush. That’s because offering same-day delivery caters to a specific type of customer — the one that’s in a race against time to deliver their gifts. By being a store that can address this need, you have better chances of attracting more customers. 

These are just some of the tips that merchants can follow to increase their holiday sales in the next month or two. But if you want to be a reliable and credible E-commerce service in the Philippines, you have to optimize all the aspects of your business – not just ones involving your marketing and sales strategies. To do that, you need a partner in E-commerce who can take care of the legwork, and Payo is the perfect choice for this!

Payo takes care of all the logistical aspects of your business, from Warehousing and Fulfillment to Last Mile Management. Additionally, Payo helps you with Marketplace Optimization, Live Customer Support, and even Advanced Remittance. 

Taking these off your plate helps you focus on the bigger picture, ultimately helping you scale your business while having better processes.

If you want an E-commerce partner to help you with the holidays, as well as the rest of the year, then sign up today or send us a message at [email protected]. We look forward to helping you win in E-commerce!

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8 best practices for excellent E-commerce customer service

Marketing

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A Hubspot study revealed that 93% of customers are more inclined to repeat purchases with companies who offer excellent E-commerce customer service. This only tells us one thing, customer service is essential, no matter how big or small your E-commerce business is. 

While there’s no cookie-cutter approach to customer service, there are ways you can delight your customers and build lifelong relationships that will help your company thrive. Ready to take your E-commerce service in the Philippines to the next level? Start by implementing these customer service best practices.

Being proactive is key

Stand out from the competition by having a proactive approach to customer service. For example, ensure that your customer is informed of their package’s whereabouts. And if there is a delay, make sure that you reach out to them as soon as possible. Your customer will appreciate your effort and remember your store the next time they go online shopping. 

Consistency is the name of the game

Customers who choose to shop online expect fast reactions and prompt answers. It’s not enough to have a multi-channel approach; you have to make sure that you balance speed and convenience even in customer service. To do so, you have to serve your customers with a consistent level of quality in a short period of time across different channels. 

Show that you really care for your customers

Offering your customers genuine empathy is what can set your business apart. When you add empathy to your strategy, even a simple interaction between you and your customer can be meaningful and memorable. Remember that being approachable helps create great customer experiences that can drive loyalty, positive feedback, and eventually, repeat sales.

Add a personal touch

Giving every customer a personalized shopping experience can be challenging. Thankfully, there are small ways in which you can do this! Personalization can be in the form of after-sale follow-ups or small thoughtful gestures like adding free stickers in your packaging. You can also send personalized cards and notes to your customer. By doing any of these, you can deliver excellent customer service in your own simple way.

Always ask for feedback and act on them

In the Philippines, E-commerce services taking customer reviews and feedback seriously is a must. If you notice that a customer has had a negative experience with your store, don’t let them feel like they are shouting into a void. Reach out to them, offer a solution, and let them know you value their feedback. Your harshest critics today can be your biggest supporters tomorrow, so don’t forget to engage with feedback or reviews.

Meet your customers on the channels they prefer

Online shoppers expect that they can connect with their favorite brands via different channels. The best way to go about this? Meet them on the channels they prefer. Whether it be over social media, email, real-time messaging, offline support channels, or phone calls, communicating with them at their convenience is important. This is also why having a multi-channel presence can prove to be an advantage for your business.

Measure, optimize, repeat

One way to know if your E-commerce customer service is working is to set KPIs and track metrics. You can also analyze your performance through generated reports. There are various tools to help you with this. You can start with tracking the number of tickets, chat response rate, and period of resolution of requests. This way, you’ll know exactly where you are in your customer service approach and improve your quality of work.

Automate your processes with customer service tools

E-commerce enablers know that automation is the key to efficient processes. Luckily, even customer service in E-commerce can now be automated. There are various software or even help desks you can utilize to help your team connect with customers and organize their information. And with automation, you can resolve issues in as few steps as possible compared to manual processing.

Consider implementing a dedicated eCommerce call center

Setting up a dedicated call center can provide an additional layer of personalized and direct customer support. While online channels are important, some customers might prefer the familiarity of a phone call when they have queries or issues. An eCommerce call center can handle these interactions efficiently and offer a human touch to your customer service strategy.

These are just some of the best practices on how you can improve your customer service. Following these best practices can help set your E-commerce business apart from other online stores, so make sure you keep them in mind.

If you are finding it hard to handle customer service on your own, there are E-commerce enablers like Payo that can help you provide excellent customer service.

As the leading E-commerce enabler in the Philippines, Payo has a range of services that can empower you to create exceptional customer experiences. Level up your E-commerce game with services like Information Logistics and Live Customer Support, as well as other solutions like Fulfillment and Warehousing. 

Sign up with us today or send us a message at [email protected] and discover how you can scale while providing great E-commerce customer service in the Philippines!

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6 tips for social media selling in the Philippines

Marketing

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E-commerce in the Philippines continues to grow as many consumers and businesses discover the convenience it offers. With just a few simple taps and clicks, a merchant can set up their shop and start selling, while consumers can make purchases from the comfort of their own homes.

One form of E-commerce that has gained popularity among Filipinos is social selling or selling on social media. Simply put, this refers to the selling of goods through social media platforms. These include sites like Facebook, Instagram, and even TikTok, which has been growing in this capacity as well.

For sellers and merchants who are new to social media selling or are looking for ways to elevate their game, here are six tips that will help secure sales on these platforms.

Visuals and descriptions matter

Social media selling means merchants need to place themselves in the shoes of their customers. From having the best product photos that highlight quality, to snappy captions and succinct product descriptions, these details matter to consumers. This is especially true considering they will only be able to view offerings through their desktops or phones.

Create bundles and promos

Similar to brick and mortar stores, bundles and promos are a great way to get customers shopping via E-commerce in the Philippines. Merchants can also be creative in their social media selling by making special offers. Additionally, it helps if these promos are exclusive to a specific platform, such as Instagram or Facebook. This also comes in handy when there are holidays and occasions that help customers buy more for less, with merchants getting more sales. 

Prompt responses to inquiries and feedback

Part of using social media for online selling is being prompt when responding to customer inquiries, feedback, and concerns. While consumers have a growing preference for E-commerce in the Philippines, they also want to be in touch with someone who can answer their questions before they make a purchase. Merchants must constantly check their inbox and the comments section of their posts and be ready to respond or provide further assistance.

Share positive customer feedback

Unlike online marketplaces or a website, reviews from social media selling can be scattered throughout the platform. They are sent through messages, on shared posts, or in the comments. Merchants must keep tabs on customer reviews and compile them in an album for others to refer to. This serves as proof of customers being satisfied with the store’s service.

Stay active and be creative

Since this is social media, selling on these platforms will require merchants to post updates regularly to stay on their customers’ digital feed. This can be through static posts, videos, stories and other means to upload product-related content. If there are no new announcements, merchants can get creative. They can rework product photos, make short videos, or recreate viral trends that can be picked up by the platform’s algorithms. 

To add to this, merchants can also host live selling sessions on their chosen platform. They can offer live-exclusive deals, giveaways, and other bundles to keep customers tuned in all throughout.

Explore ads and boosted posts

If there’s an available budget, social media selling also offers ways to promote products through ads and boosted or sponsored posts. By targeting a specific audience, these posts can reach potential customers and draw both traffic and interest to a merchant’s E-commerce shop in the Philippines.

These are only a few tips that merchants can apply to boost their social media selling game. Exploring new platforms may seem overwhelming, especially with everything merchants have to oversee. This is why partnering with an E-commerce enabler like Payo makes all the difference. They guide and assist businesses through the digital marketplace, including social media platforms!

Payo can help merchants dive into social selling through its wide range of E-commerce solutions. These include Live Customer Support to sustain communication with customers and Fulfillment to manage and track deliveries. We also have Cash-on-Delivery Integration to provide flexible payment options, Courier Algorithm to determine courier options, and so much more.

Need help exploring social media selling and getting sales from it? Sign up with Payo today or send us a message at [email protected]. Let’s collaborate and transform you into a strategic social seller!

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Why the marketplace is today’s preferred online shopping platform

Marketing

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With over 73 million Filipinos actively using at least one marketplace for online shopping, online marketplaces have now become a regular part of shoppers’ everyday lives. It’s not hard to see why, as they conveniently provide customers with a wide range of products right at their fingertips. Shoppers are no longer constrained to the limitations of brick and mortar stores. They can now purchase items whenever and wherever they want to. 

But with how popular online marketplaces like Shopee and Lazada are right now, it can be easy to forget that things weren’t always this way. There was a time when these platforms were met with hesitation from Filipinos.

How did online marketplaces grow into today’s preferred shopping platform? Let’s take a closer look at the history of online marketplaces in the Philippines to find out.

How it started

Back in 2012, the launch of Lazada introduced the Philippines to its first widely available online marketplace. However, it didn’t make that big of a splash right away. Customers weren’t quick to accept these shopping platforms – not due to a lack of interest – but rather because of their unfamiliarity with the process.

Advancements in technology would soon make these platforms more accessible to customers, leading to a consistent rise of people using a marketplace for online shopping.

Rise to prominence

Once the initial trepidation disappeared, these online marketplaces started to take off. The shift happened as these platforms started to cater to mobile users, making them more accessible to a majority of Filipinos. The market’s apprehension would also lessen due to advancements in logistics solutions, ensuring that online orders would be safely delivered to shoppers.

Once they were on these online marketplaces, Filipinos would appreciate not only their convenience but also the discounts they offered. Customers loved the wide variety of products available to them that traditional stores weren’t offering. They also enjoyed how flexible these online marketplaces were in terms of payment options, so whether it was Cash-On-Delivery or via an E-wallet, shoppers could pay for items however they wanted.  

New competitors like Shopee would soon launch their own platforms and help grow the overall market. More merchants started selling on these platforms because of the lower barrier of entry for those with a desire to set up an online store. 

As compared to traditional shops, online marketplaces have lower operating costs. Essentially, all you needed to become a seller was the site. It was no longer a necessity to put up a physical space.

The lockdown boom

The number of Filipinos using these platforms would soon explode due to the effects of the pandemic. With nationwide lockdowns being implemented, going to physical stores was no longer a viable option. 

Shopping on online marketplaces would become a necessity for customers. More and more Filipinos shifted to getting their goods through these platforms. E-commerce adoption would rise to around 80.2% over the course of the pandemic. Platforms like Lazada would also see a significant increase in their monthly visits. From 28.5 million monthly visits in 2019, it ballooned to over 34 million monthly visits in 2020.

The future of online marketplaces

Customers using a marketplace for online shopping has become the norm these days. They have grown accustomed to the convenience online marketplaces offer. And with the recent eases in mobility restrictions – they’ll be expecting better service from them.

The future of these marketplaces also looks more competitive for merchants. Businesses are now seeing the value of shifting to digital selling spaces. Online marketplaces are now on pace to become the main shopping platform for a greater number of Filipinos. 

Merchants now have to be able to stand out from the competition if they want to maintain their success. This can seem daunting for most but luckily Payo, a leading E-commerce enabler, is here to help you!

Our Marketplace Optimization service gives you a dedicated team that can help set up your online store and optimize it for selling in the Philippine market. We also have a Fulfillment service that can help you easily provide your customers with fast and reliable delivery.

Learn more about our E-commerce and marketplace solutions by signing up today or by sending us a message at [email protected]. We hope to hear from you soon!

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5 characteristics of an efficient E-commerce service in the Philippines

Marketing

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One of the keys to having a successful E-commerce business in the Philippines is efficiency. From streamlined processes to a seamless overall experience, merchants have the opportunity to do more for their business when things are done right and efficiently.

With more merchants looking to set up shop and expand locally, providers of E-commerce services in the Philippines are also increasing to serve the growing demand. Merchants need to have the right partner who can bring their products and services to the online world and help them manage different aspects of their business.

What do merchants need to look for exactly? Here are five characteristics that merchants should look for in their partner to provide efficient E-commerce service in the Philippines.

Organized and systematic

Nothing says efficiency more than having a seamless system and being organized. Merchants benefit from an organized and systematic partner because there’s less room for mistakes and manual errors. Product stocks, incoming orders, shipments and backlogs – they definitely keep everything in check, which enables merchants to stay on top of their game.

Digitally-inclined and tech-savvy

In today’s time, the best way to achieve efficiency is by embracing the digital space and its different opportunities. Tech-savvy partners help merchants optimize their E-commerce service in the Philippines by lowering operational costs through digitizing processes. Things like marketing, customer service, reporting, and many more are easier to do online, boosting a merchant’s overall productivity.

Strategic thinker

Merchants who want to explore E-commerce in the Philippines more effectively must partner with strategic thinkers that offer local insights and strategies to understand the market. With these, merchants are able to build their online presence faster, reach target audiences, and tap more areas efficiently. 

Agile and adaptive

From customer complaints to natural disasters, doing E-commerce in the Philippines also has its own set of challenges. Merchants need to have access to partners that are agile and can easily adapt to navigate tricky situations with the best possible solutions. This will ultimately make the overall experience better for both merchants and customers.

Flexible and collaborative

There’s definitely no one-size-fits-all when it comes to offering any E-commerce service in the Philippines. A flexible and collaborative partner makes work efficient because they tailor-fit their solutions to a merchant’s needs. They are eager to listen and provide different suggestions and recommendations to ensure all requirements are met.

To conquer and thrive in E-commerce in the Philippines, merchants must be wise in choosing their partner. These characteristics are essential to finding the right one, especially as these help bring efficiency to various aspects of the business. Merchants can certainly find them in Payo!

Payo is the leading E-commerce enabler in the Philippines that understands the value of efficiency for businesses. Payo is a reliable partner for merchants because its solutions are comprehensive and can be tailor-fit based on your team and needs. Among these are Live Customer Support, Warehousing, Fulfillment, and Marketplace Optimization, which cover different aspects of a business.

Curious as to how Payo can make your business efficient? Sign up with Payo today or send us a message at [email protected]. It’s time to discover and unleash your brand’s true potential!

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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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4 things to look for on your social selling platform

Marketing

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With how prominent E-commerce in the Philippines has become, merchants are now spoiled for choice in regards to how and where they can sell their products. Among these options, one of the most popular approaches that has emerged is social selling. It is essentially the practice of using social media to directly sell products to customers.

However, not all social media apps are ideal social selling platforms. And for those looking to start their own online business, it can be hard to discern which platforms are the most suitable for social selling. 

To help you determine which social selling platforms would be best for your store, we’ve compiled the features and traits that they should possess in order to help you maximize sales. 

A large and active user base

Merchants should be able to maximize any platform’s business opportunities. But, that doesn’t mean all social media platforms are optimal for social selling. These are the ones you should try to avoid.

If a social selling platform has a limited audience, then all the effort you’ll be putting into your store won’t be worth it in the long run. Catering to a small number of users can result in lower potential profit.

It’s also best that the users are active on the platform. The more they use it, the more chances there are that they’ll be exposed to your business.

Related: What’s Live Selling?

Straightforward customer communication

What sets social selling apart from other kinds of E-commerce is that it provides customers with direct contact to sellers. Clear communication is key to finalizing a sale. If the platform makes it difficult for customers to reach out to you, then it would be better to go somewhere else.

Giving each customer easy-to-access communication channels helps you build a relationship with them. After your initial transaction, you can also message them about promos and new items you think they would like. If done successfully, this can lead to repeat sales for your store.

Automated metrics and sales data

The Philippine E-commerce market can be incredibly volatile. If you’re in the dark about your business’ performance, it’s going to be twice as hard to correct any problems. It would be beneficial for merchants to go with a social selling platform that can automatically compile their sales data.

They can use this data to plan their next move. Sellers can find out which of their items are underperforming and then adjust their selling strategy accordingly. Easy data collection can also help them learn what kind of content their customers engage with the most, so they can improve their marketing efforts.

Integration with logistics solutions

When receiving an order, it’s also important to think about how you’re going to get it to your customer’s doorstep. It’s greatly beneficial to your business if your logistics partner’s processes can be integrated within social media platforms.

Manually filling out customer details and coordinating deliveries can be overwhelming for sellers. However, if the platform allows your delivery partner to automatically receive this information, you’re saving yourself from a lot of potential stress. This makes coordinating with your suppliers easier, and helps you avoid any mistakes or miscommunication.

If you’re able to seamlessly provide customers with fast and safe delivery, you increase their satisfaction, which can lead to more sales in the future.

These are just some of the factors that can help you decide which social selling platform is the best one for your business. However, the work doesn’t stop there – there’s still a lot of things to consider on your store’s journey to success. If you need help, there’s no one better for the job than Payo!

Payo, the Philippine’s leading E-commerce enabler, has a wide array of solutions that can help all kinds of sellers succeed.

We have a Fulfillment service that ensures your products get to your customers safely and quickly. We also have Cash-on-Delivery Integration so you can offer multiple payment options to your customers.

Sign up with Payo today or send us a message at [email protected] to learn more about how we can help you become an effective social seller!