Category: Marketing

As the leading E-commerce enabler in the Philippines, Payo knows that an online store is nothing without good customer support. That’s because keeping an open line of communication with customers is key in making sure they have an amazing shopping experience.

This is why Payo offers Live Customer Support to every merchant, big or small. Curious to know more about the importance of customer support in your business? Then check out this interview we had with Herbert Concina, our Customer Service Manager!

Please tell us a little about your journey with Payo. How were your first few months like?

My first few months at Payo were a bit challenging because admittedly, I didn’t have any background in the E-commerce industry. However, I also felt a lot of excitement about my work.

What attracted you to working in the E-commerce industry?

Back then, I was looking for an in demand and fast-growing industry – preferably one with a friendly and enriching environment. Those were the reasons why I decided to join E-commerce, and I was lucky to have found Payo.

How would you describe good customer service?

To me, good customer service is simply giving customers the help they need by addressing their concerns or queries. 

What are some important things to remember when it comes to E-commerce customer service?

There are some basic fundamentals when it comes to working in customer service. You should always remember to be patient, knowledgeable in the service you’re providing, and eager to help.

Can you name one instance that interacting with a customer made you smile?

I had one customer before who was very upset because it was taking a while for him to receive his package. He badly needed it already. I was able to help resolve his concern within the same day, and his mood completely changed. From being irate and feeling hopeless, he became a satisfied customer and even commended me for addressing his needs. I was happy that I got to help him and turn his day around.

How do you and the customer service team de-stress after a long day?

It’s important for our team to take breaks, too. We like doing outdoor activities together in our free time, which re-energizes us and helps us provide excellent customer service.

How does your team’s work contribute to making E-commerce simple, which is Payo’s goal?

We make E-commerce simple by showing customers that they’re not alone. By being the go-to people for their concerns and providing constant communication, we assure them that they’ll always have a helping hand in E-commerce. 

What’s one thing you want to achieve with your team and with Payo this 2022?

Aside from maintaining good relationships with our customers, merchants, and partners, I’m hoping that my CS team can help Payo have even more successful deliveries this year. 

Curious about how Payo, an E-commerce enabler in the Philippines, can level up your customer support? Send us a message at [email protected], or sign up with us today! 

As the leading E-commerce enabler in the Philippines, Payo’s top priority is to make every merchant’s life easier. A big part of this is ensuring that they feel supported from the get-go. This is why we made improvements to our onboarding process earlier this year. By making the process more efficient and seamless for our merchants, we get their E-commerce journey off to a good start.

Behind this onboarding process is our Onboarding Specialist – Celine Bautista! Get to know the most rewarding parts of her work, as well as her advice for merchants, in this Payo Feature.

Please tell us a little about your journey with Payo. How were your first few months like?

I wasn’t an Onboarding Specialist at first; the position did not exist at the time. I joined Payo as a Client Success Manager and held that position for about a year, although onboarding was actually one of my responsibilities even then. Eventually, it became clear that separating the onboarding process from account management would be more beneficial for us and our merchants. 

Transitioning into the new position was enjoyable because it gave me a more focused role and allowed me to become part of something in its beginning stages. I had quite a bit of freedom and control in implementing the onboarding process, which made my working experience much more engaging.

What made you want to get into E-commerce?

I think getting into E-commerce is an inevitability these days. It’s an important consideration in running a business because everyone and everything has a digital presence. So, whether we want it to or not, it’s going to pull us in. 

The thing about E-commerce that continues to keep me interested is how it constantly grows, and how accessible it has become. Even small businesses can take this avenue to reach much farther than they might have with just a brick-and-mortar store. The same goes for consumers – they now have access to way more options online. E-commerce is an exciting industry to be part of.

What is the most challenging part of the work you do?

Every merchant that signs up with us has their own story. Why are they in this business and what goals do they have in mind? How can we help them achieve those goals? We don’t apply a cookie-cutter strategy in answering those questions because we understand that there is no one-size-fits-all solution. 

It’s this individualized approach to every new merchant that adds a challenging aspect to my role because it requires so much attention to detail and problem solving. This is a process that begins with our Business Development Managers, is carried forward though the onboarding, and then handed over to the Client Success Manager. Ensuring that it’s done right creates a solid foundation for a successful partnership with our merchants.

How about the most rewarding part?

Easily the most rewarding part of my work is seeing a merchant move up from signing with us to shipping their first few orders. It means we were able to provide what they need and maybe get them one step closer to achieving the goals that they have for their business.

What are some of the things that newly onboarded merchants should remember throughout their E-commerce journey?

The onboarding stage is just the starting line and it is by no means the end-all, be-all of your E-commerce journey or your partnership with Payo. There will always be new things to discover, obstacles to power through, and mistakes to learn from. 

The E-commerce industry is fast expanding and you can’t afford to stand still if you want to stay in it. When in doubt, ask your partners and check in with your fellow merchants. Be open to changes as you grow. Keep moving forward and only look back to see how far you have come.

What’s your favorite thing about working at Payo?

The best thing about working at Payo is that I get to meet and collaborate with people who are passionate about what they do, which makes the working experience fun and fulfilling.

How does your work contribute to making E-commerce simple, which is Payo’s goal?

E-commerce is an industry with many open doors and getting started is quite easy. What isn’t as easy is climbing up or even just staying afloat once you’re in. 

My work, along with Payo as a whole, gives merchants a helping hand when the going gets tough, or the guiding hand they might need if their journey is just beginning. Our services are tools that merchants can use to make their journey a little less daunting, and my role is to show them how to utilize these tools.

What’s one thing you want to achieve with Payo this 2022?

I want to make the onboarding process even more efficient. I want merchants to move more seamlessly from the signing stage to the shipping stage. If they’d need less time to learn the ropes here at Payo, then they would have more time running their business, and have a quicker start to their partnership with us.

Curious about how Payo, an E-commerce enabler in the Philippines, can help your business? Send us a message at [email protected], or sign up with us today! 

Having amazing products doesn’t always equate to having great sales. That’s because there are many factors to consider when it comes to succeeding in E-commerce in the Philippines. One of them is your digital marketing strategy. 

Marketing is something that online sellers in the Philippines should invest in, no matter the size of their business. This will greatly help them establish their brand, create loyal customers, and increase sales. Plus what’s great about today’s day and age is that digital marketing can help you reach more people faster.

If you need help with your e-commerce digital marketing strategy, you’ve come to the right place! Read on and discover our top marketing tips for online sellers in the Philippines:

Understand your target audience

The digital space has made it so much easier to reach potential customers all over the world. However, it’s not just about volume; it’s also about reaching out to the right people. That’s why it’s so important to understand your target audience. How do they talk? Where do they go to online shop? What type of ads would work best on them? 

These are just some of the questions you need to answer. It would also be helpful to plot out who your primary and secondary target audiences are.

Be open to partnerships

It’s important that you give people the opportunity to get to know your brand. One of the best ways you can do this is by building and nurturing relationships in the industry. Whether it’s collaborating with other companies or joining online events and forums, being open to partnerships can be mutually beneficial for everyone involved. It’s also a good way to increase brand awareness and even reach out to a new customers.

Optimize your website

If a customer goes to your website and finds that it’s not appealing or easy to use, chances are they’re closing the tab. This is why it’s so important to invest in your website. Make sure it’s clean, straightforward, and user-friendly. Front load the items you want your customers to see first, and don’t forget to provide essential information like size charts, FAQs, shipping details, and the like.

Online sellers in the Philippines should also take note that most shoppers now use their phones to browse offerings. That’s why you should make sure your website is mobile optimized!

Establish an online presence

Social media is a quick and easy way to establish connections with your customers. It’s also great for creating a community that cares about your products and what your brand stands for. Create social media pages and post content regularly. This can span from a new product launch to customer testimonials. Just make sure that all your posts are on brand.

Another thing to remember when creating social media content is that we live in the age of virality. One good post can help you gain thousands of followers and potential customers. Take advantage of this!

Create engaging content

It’s not enough to keep churning out content – you have to make sure it’s of good quality. Creating engaging and useful content not only helps customers know more about your products or services; it can also drive them to your website and get them to potentially purchase something. Making social media posts and videos, blogs, and newsletters are just some of the ways you can catch the attention of your target audience.

Celebrate milestones with customers

Customers love it when online sellers in the Philippines include them in business milestones. This can be anything from hitting 10k followers on Facebook to the store’s ‘birthday.’ 

Host giveaways, provide week-long discounts, or ask your audience what products of yours they love. Promos and contests are a great way to get people talking about your brand. User-generated content will also be useful in boosting your credibility, as well as people’s overall awareness on your products or services.

Have a seamless E-commerce process

The thing about online shopping is that it’s supposed to be quick and convenient. That’s why having a long checkout process or a confusing shopping layout will surely turn off some customers. By ensuring that your E-commerce process is simple and easy, you also increase your chances of customers referring others to your store. 

These are just some of our top tips when it comes to digital marketing. Make sure you take advantage of online spaces so that you can reach more customers and potential partners!

If you’re looking for a partner to help you with this and with E-commerce as a whole, look no further – Payo is the answer!

Payo uses its tech-based solutions to solve common pain points found in E-commerce in the Philippines. These solutions include Marketplace Optimization, Warehousing, and Last Mile Management. Plus, with Payo as your partner, you’ll be able to focus on other aspects of your business, like marketing and advertisements. 

Let Payo do all the heavy lifting for you! Sign up today or send us a message at [email protected]. 

Several years ago, Millennials (those born from 1981 to 1996) were the talk of town as they dominated the workforce population. Soon after, the Generation Z (those born from 1997 to 2012) or ‘Gen Zs’  have begun their employment journey. Now growing steadily in number, not only are they diversifying the talent pool further, but are offering a brand new perspective to the work culture.

As the leading E-commerce enabler in the Philippines, Payo employs a diverse and talented team, including Gen Zs. Among them are Multimedia Designer Anjeli Celaje and Content Marketing Producer Althea Kalalo.

This next feature will help you get to know more about Payo’s own Gen Zs, and how they are shaking things up in the workplace.

1. Please tell us a little about your journey with Payo. How long have you been with the company, and how were your first few months like? 

Anjeli: I have been with the company for almost three years already. During my first few months, I was doing hygiene tasks where I took requests from different departments to transform their work and make them look more presentable and presentation-ready. It was challenging being the sole member of the Marketing Department as I felt like I was not contributing much to the company’s growth.

Despite the challenges, I managed to pull through, and now our Marketing Department has also grown. 

Althea: I’ve been working at Payo for over a year now, and I was quite nervous during my first two months. I previously worked at a marketing agency, so I knew it would be a big adjustment working for a brand. I was honestly scared that I wouldn’t be able to deliver. 

Thankfully, I got a lot of support, especially from the Marketing team and our CEO Liron Gross. I felt seen and heard, which gave me the confidence to further learn about and explore how I can elevate the brand.

2. You’re among the first Gen Zs to become part of Payo’s workforce. What enticed you to join Payo?

Anjeli: When I applied, I didn’t think any other company in the country was doing what Payo does, and I wanted to be a part of that. Also, as someone who shops online quite often, I thought it would be interesting to learn about what goes on behind the scenes.

Althea: I saw how much potential Payo had as a startup, and I wanted to be part of their journey as they scaled. Plus, I knew going into the role that I would be their first Content Marketing Producer, which I saw as a great opportunity to grow with the company.

3. What do you think is the biggest advantage a Gen Z brings to the company, or even the general workforce?

Anjeli: Anybody who is in a fun working environment will most likely be more productive, so I try my best to just make the vibes light in the workplace. Gen Zs also tend to know more about what’s trending in general so being part of the Marketing Department, that helps a great deal.

Althea: I think one advantage we have is how comfortable we are with change. We Gen Zs grew up during a time when tech advancements were really starting to take off. We saw and experienced firsthand how rapidly tech evolved. I think that generally helps us be agile and open to today’s ever-changing landscape.

4. What do you do on your days off?

Anjeli: During weekends, you can either find me cooped up in my room the whole day playing PC and/or Switch games, or out and about having coffee dates with my friends.

Althea: I like to spend time with my loved ones, whether that’s meeting up for dinner and drinks, exploring places we haven’t been to before, or just lounging around at home. I also like spending time with myself, and me-time dates usually consist of some Japanese food and a good TV show.

5. What is your all-time favorite film or TV series and why?

Anjeli: Modern Family. That show is just comedy genius; the punch lines are so naturally funny. Sometimes it can be so heart-warming and it just hits close to home. Perfect casting as well. Watch it when you get the chance!

Althea: There are so many amazing films and shows out there, but I would have to say In the Mood for Love by Wong Kar Wai. There’s something about the world that Wong Kar Wai creates in this film (and his other films as well) that just sucks you in. His visual style is unmistakable, and he also understands the importance of the things unsaid – the pauses, the stolen glances, and the subtle changes in one’s facial expressions.

If you want to see a film that perfectly captures the feeling of longing, you should give it a watch!

6. Since Payo is all about E-commerce, what’s your go-to hack or strategy when you shop online?

Anjeli: I can be really thrifty so I only check out what’s in my cart when there’s a sale or when there are vouchers that I can use for nifty discounts. On online marketplaces, if there’s an item that I like, I check the shop if they sell other things that I need so that I only pay for one shipping fee.

Althea: My go-to shopping strategy is to visit multiple stores to see if I’m getting the best deal for an item. Also, if I see something I want to buy, I usually wait a day or two before buying it. This helps me avoid impulse shopping, which is honestly something I used to do a lot. Hehe.

7. How does your work contribute to making E-commerce simple, which is Payo’s goal?

Anjeli: Instead of making our merchants read long blocks of texts, allow me to showcase my multimedia expertise in making an animated video of how Payo works. Lengthy set-up instructions? Here’s a how-to guide. Payo promises to make online sellers’ unnecessary stresses disappear, and producing videos and visuals that are more engaging and easier to understand helps with that.

Althea: As the Content Marketing Producer, I make sure that the way we communicate with our merchants and their customers is clear, straightforward, and easy to understand. That’s because a big part of simplifying the E-commerce process is helping them see that E-commerce doesn’t have to be intimidating or hard to learn; it’s all about making E-commerce more accessible to everyone. 

8. What’s one thing you want to achieve with Payo this 2022?

Anjeli: I’ve been involved in designing a lot, if not all, of Payo’s collateral, including a new look for the brand. I think it would be great to see more of Payo’s new branding online and offline.

Althea: I want more local and international merchants to know about Payo, and to know our goals and solutions better. That being said, the Marketing Team is currently working hard to make this a reality, so keep an eye out for our upcoming projects!

These Gen Z insights and perspectives really help transform Payo as a growing and evolving E-commerce enabler in the Philippines.

Want to gain access to fresh and new business strategies? Sign up with Payo today or send us a message at [email protected]. Let’s take your brand to the forefront of the competition!