3 Tips to Manage E-commerce In The Time of Social Distancing
#StayHome — not just a social media fad, but a government-enforced mandate to flatten the curve of the current viral pandemic. This call for social distancing has made it increasingly difficult for brick and mortar businesses to survive let alone, thrive. As communities around the world self-quarantine(rightfully so,)the effects of this are triggering the decline of the global economy and disrupting social cohesion. And yet, one sector has emerged as an unlikely beneficiary…
e-Commerce has become nearly essential for survival and those with the means to purchase their food and supplies digitally are indulging, stock-piling and busying themselves with online shopping. It is no secret — e-commerce is booming and , the guys at Creanest want you to stay informed and pay attention because it needs to be done right in order to be effective:
1. For starter’s, let’s assess the technology powering these online retailers…
Traffic peaks on websites (e-commerce and otherwise) are crashing servers and putting the software powering these digital marketplaces to the test. Back-end infrastructure is affected by increased demand and site visits, causing weak links within the system to catalyse a crumbling domino effect. Simply put: servers are collapsing under the heavy load.
The solution? Consider custom and turn-key solutions. We build these for clients to ensure their business can cater to any market size and industry, enabling scalability without affecting overall performance.
2. Next, evaluate how your brand is communicating during this trying time…
Empathy and re-assurance can go a long way. But only if it is truly authentic. Rather than capitalising on the opportunity to drive sales, shift your brand’s perspective from assuming what your customers want, to empathising with how they feel. Whether social media tells you they are confused, scared, bored or blessed — acknowledging this is critical to deepening the bond you share.
Nissan does not have an online marketplace, nor does it plan to (as far as we know) but their latest brand messaging in the region is a great example of how to authentically communicate in times of uncertainty. More relevant, Amazon’s Jeff Bezos wrote an honest and frank letter to the world positioning himself — and the face of his brand as vulnerable and refreshingly real.
Let your audiences know the measures you are taking to protect their wellbeing. From handling packages using gloves to adding a sanitiser in each delivery box, demonstrate the lengths you will go to prioritise the health and safety of your customers and your staff.
Communication is key, and at Creanest, we do it all the time. But as brands flood the inboxes of their database with messages about how they ‘care for the wellbeing of their customers,’ ask yourself what can you do differently and arguably, more effectively?
3. Delivery, Delivery, Delivery
Logistics is the backbone of e-commerce. Companies such as InstaCart and UberEats are both leading the front with “contactless” delivery options. Sentiment is positive with social media audiences praising these brands for their efforts in trying to mitigate the spread of the novel Coronavirus.
But what do you do when customers are stockpiling your inventory and causing delays across the board? You call on the machine.
Project management tools to manage stock flow are one example of this. Push notifications, honest communication with your customers about delays or empty stock is another.
But perhaps the most important is implementing the right CRM and ERP to control all aspects of your online business. At Creanest, we customise these solutions because we know that no two business are the same. We tailor these to meet the unique needs of each marketplace.
Creanest is a global agency with a multi-skilled team that lives and breathes all-things e-commerce, product development and creative marketing. We do what we can to propel your business forward.
