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CHRISTMAS IS COMING: WHAT MAKES A GREAT ECOMMERCE STRATEGY FOR THE FESTIVE SEASON?

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Christmas Gifts

By Laura Lough, Director of Ecommerce Operations at Digital River

 

There is no doubt the year 2020 presented an array of economic and personal challenges worldwide. But, there was a silver lining for the world of ecommerce. By necessity, the pandemic encouraged people to shop online, which grew the ecommerce industry rapidly. The outlook for 2021 is cautiously optimistic. While consumers may react to lifted social distancing restrictions with exuberant spending, they could also continue to hang on to their money over fear COVID variants might cause more economic upheaval during the winter of 2021-22. Experts are predicting another year of growth, but not at the breath-taking rates seen in 2020.

Whether the growth rate surges or stabilises, one thing is certain: new shopping behaviours learned by consumers because of COVID are here to stay. Contactless payments, mobile wallets and social spending all saw new consumer use in 2020, and consumers who appreciate their convenience aren’t likely to abandon those new habits.

There are some fundamentals that eCommerce providers must take onboard now if they want to have a successful holiday season.

 

Meet your customers’ high expectations

Gone are the days when fulfilment and supply chain were little-known ecommerce topics. Shipping delays due to a surge in ecommerce demand in 2020 as well as the Suez Canal blockage in March of 2021 brought fulfilment issues to the front page, literally.

Adding to the challenges are current lorry driver shortages and supply chain disruptions. The upshot is supply chain issues will continue to challenge ecommerce brands. Those ramping up closer to the holidays are likely to face some headwinds. However, whether you’re ahead of the game or playing catch-up, you can develop fulfilment strategies that will serve you well in the years to come, as supply chain issues are not going away anytime soon.

Laura Lough

Businesses can use their data to intelligently predict consumer behaviour, allowing them to be ready for surges in demand for different products and locations. Avoid costly returns by giving the shopper an overload of information such as product images, comparison charts and reviews. To simplify reverse logistics and appeal to your customers, consider partnering with third-party drop-off sites for brands that don’t have physical stores.

Most critically, brands must communicate clearly, effectively and transparently with customers. They cannot expect sympathy from customers if fulfilment issues outside of their control delay delivery. Customers have come to expect shipping that fulfils their needs and desires—not the needs of retailers.

 

Accessibility for all

Many ecommerce marketing best practices that were true pre-COVID will continue to hold true this season. Retailers must develop unique customer acquisition strategies and marketing collateral for each market they enter — translated content isn’t enough. They should also use local channels, and messaging should remain cohesive across channels.

It’s critical to incorporate social buying into your marketing strategy as more customers are engaging with brands on their preferred platforms, which are increasingly social. Mobile commerce is another critical component to your marketing strategy, and it’s important to develop an optimised and responsive mobile experience for your customers.

Another important consideration is making sure your D2C platform is accessible to those with disabilities. In addition, brands need to pay attention to how COVID has affected various areas of the world, so tailoring your messaging to local realities is critical.

 

Payment strategies as a tool for business success

Payment systems are so important for brands that they should constitute a strategy in and of themselves, rather than just a back-office tactic. Over the pandemic several payment systems have become business-critical:

  • Digital Wallets: Consumer use of digital wallets surged during the pandemic. Chinese shoppers made the bulk of digital wallet purchases. In the US, digital wallet usage was up nearly 24% over 2019 numbers.
  • BNPL: Buy now, pay later (BNPL) is another payment method that is quickly rising in popularity. Brands offering BNPL have reported a 45% increase in average order value when customers pay in four instalments.
  • Mobile: Consumers will continue to rely more heavily on their smartphones to make purchases in 2021 and beyond. It’s critical for brands to optimise the mobile experience with payment methods that allow shoppers to pay with one touch of a button rather than entering a credit card number.
  • Direct Debit: Direct debit is another payment method that brands should consider adding to their online store. In this scenario, which is most popular in Europe, the retailer withdraws money directly from a consumer’s bank account.

 

Lean on tech

Underpinning every aspect of an eCommerce strategy is data. Businesses must leverage their data by developing a comprehensive customer-centric system that includes the entire customer lifecycle, including search, payment methods, and sales and shopper support data.

eCommerce providers can boost conversion rates, improve customer experience and reduce false declines by using a local payments processor that understands each market you’re in. Ensure that your payments partners are using retry logic to automatically route payments in a way that maximises the likelihood of authorisation.

Retailers simply must prepare well in advance for a surge in traffic to their platforms. If 2020 is any indication, the number of shoppers transacting through your platforms at any given time can vary wildly. That’s why it’s critical to test your system well ahead of time to ensure it can handle the load and make the adjustments early. More than any time of year, a failure to prepare spells trouble.

Finally, companies should select their partners carefully. They should look to work with back-office experts with specific tech and market experience. Appropriate partners can facilitate your brand to deliver tangible results this holiday season, ensuring you finish the year with a bang.

 

Finance

The Importance of Experienced Customer Service Advisors in Finance

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If there is one thing which can be said about the finance sector, it would be that as a customer-facing industry, the most important skills within any job position would be customer service skills. However, what would those job skills in customer service be? And what is the experience required for customer services positions? Let’s look at that in terms of the finance sector so that you can see just how important it is that customer services responsibilities are monitored closely.

What Does a Customer Service Advisor Do?

There are actually two kinds of broad categories of customer service jobs. The first, and probably most well-known, is a customer service representative who takes incoming calls or chats from a chat box. In other words, a customer service rep takes queries and handles incoming communications. A customer service advisor is more likely to initiate communications to:

  • Advise on any changes to financial terms, such as due dates and amounts
  • Follow up on late or missed payments
  • Keep the lines of communications open to maintain a positive CX, Customer Experience

While not exactly sales reps, customer service advisors can often upsell on these courtesy calls. It is one thing that basic, entry level customer services reps aren’t really trained to handle. Sometimes, they can pass calls up the hierarchical customer service ladder to be handled within the tasks of a customer services advisor who can add services or upsell financial products. However, basic level customer service reps cannot handle those kinds of services.

General Customer Services Job Description

So, what then are some job description examples for customer services? As noted above, customer service duties are mostly limited to incoming queries and contact points. Customer services skills include, but are not limited to:

  • Exceptional communication skills
  • Ability to be an active listener
  • Knowledgeable about financial products and services
  • Ability to read into a customer’s intentions
  • A calm and quiet presence
  • Ability to think on their feet for unforeseen situations

And those are just some of the skills and responsibilities in customer services. It should be said that although a job applicant has had experience in customer services, most jobs will provide training based on their company’s best practices and policies. Therefore, customer services qualifications may require entry level experience for customer service jobs, but the onboarding process will prepare them for work at that company and within the job for which they are being hired to do. During that onboarding process, they will also be made aware of very specific responsibilities of a customer service rep.

Which Side of Customer Services Would You Like to Work Within?

It often takes a certain kind of personality able to initiate calls and contacts with customers. With so many unsolicited sales calls being received daily, many consumers are put off before the conversation can even begin. It can be frustrating, to say the least. Since they are already customers/clients of your financial products, they don’t realise that customer service advisors are simply making courtesy, follow-up calls. Are you patient in nature? If so, this might be the exact job for you!

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Things To Think About Before Starting Your Cryptocurrency Investment Journey

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Making the decision to start investing can be an exciting time. Knowing that you’re going to be taking a more responsible and considered approach to your savings can make you feel more accomplished and allow you to better plan out your personal budgets. There are many different things you can invest in, but cryptocurrency continues to be a favorite for many, regardless of its volatility and the recent troubles the market has faced. If you’re looking to start investing in cryptocurrency, there are a few things to consider before you begin.

Consider Why You Want To Invest
First, you want to consider why you’re interested in investing. Your long-term goals are an important thing to consider here. If, for example, you’re interested in investing in cryptocurrency as some sort of get-rich-quick scheme, then you’ll be disappointed. While we’ve all heard the amazing success stories of the overnight millionaires who invested early in certain popular cryptocurrencies today, that doesn’t really happen anymore. While the markets are volatile and can jump in value significantly, you’re unlikely to see any crypto coin become big money in the way that bitcoin did. However, if you’re looking the invest in a marketplace that doesn’t stagnate and is constantly on the move, then the cryptocurrency market may be for you. It’s a high risk, but that does mean there is potential for high rewards too.

Choose A Well-Respected Crypto Exchange
It’s important to choose a good cryptocurrency exchange when getting started with investing in cryptos such as bitcoin or Ethereum, and luckily there are plenty of great options out there. Finding one that offers different methods of buying crypto is a good idea, as well as those that allow you to sell and transfer your funds via different mediums too. For example, Paxful allows you to safely convert BTC to PayPal and vice versa, allowing you to buy and sell via this popular online wallet. Of course, there are other things to consider with crypto exchanges, such as transaction fees, the security, and authenticity of the platform, the general user experience, and the geographic location of the exchange. Make sure you’re happy with all of the above, and then go ahead and make your choice.

Only Invest What You Can Afford To Lose
Because of the way investment markets work, especially cryptocurrency, you should only invest what you can afford to lose. This is especially important when it comes to investing in cryptocurrency, as the markets will often fluctuate greatly. Recently, the value of a bitcoin dropped from a high of $36k to a critical low of just $15k in the space of a few weeks and is still on the road to recovery. Although that does mean it’s much cheaper to invest now, a lot of people who bought at a higher price will have to wait a while for their investments to regain their initial value. This can be problematic if you end up investing money you can’t afford to lose, so be careful and be aware that your capital is at risk when investing in anything.

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