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Customer Experience Always On Top

31 Aug

Customer experience is biggest thing in customer retention, and technical glitches, even minor ones, can have an enormous impact on a consumer’s perception of a company. Combine that with the undeniable fact that today’s contact centers (CRM) are extremely complex—featuring multiple communication channels, self-service applications, chat, agent groups,and the result is companies that sometimes are unaware of an issue until it is reported by a customer. Frustrated customers take their business elsewhere, and with word of mouth as a powerful influencer, they’re likely to take their friends’ business with them. With the advent of social media, a complaint that a few years ago would have been aired to a small circle of family and friends can now easily reach thousands, and potentially even millions, of others.

For Ex:- ABC comapany is not giving proper answer and not happy with their CRM team and shared it on social meadia like facebook and twitter. It goes viral in few minutes and also take your business in any direction.

Customer Experience

 

 

 

 

 

 

 

**Image Showing Customer Experience

 

Tracking certain key performance indicators (KPIs) is vital to better understanding the customer experience.

The top KPIs to monitor are:

Voice quality of service. Degraded voice quality does not reflect well on any company. It also leads to longer call times, since customers and agents struggle to understand each other and may be forced to repeat themselves. In extreme cases, customers will hang up and try again. A seemingly simple issue like poor voice quality can be extremely costly in both customer loyalty and overall value per call.

Repeat calls. A measurement of how many times a customer contacts the company before the issue is corrected, this KPI reflects how successfully agents are able to satisfy callers the first time.

Call abandonment rate. High abandonment rates indicate application problems, incorrect routing latencies in back-end communications, or inefficient management of customer service resources. These conditions result in frustrated customers who are unable to get their problems taken care of in an efficient and timely manner.

Call blockage rate. A metric utilized by most contact centers today, the call blockage rate calculates how efficiently customers can access services. When applications are not working correctly or the contact center cannot handle the sheer volume of customer inquiries, calls are not answered. A high blockage rate directly impacts customer satisfaction.
No company can afford to lose a customer as a result of a technical glitch. Implementing performance monitoring solutions to provide an end-to-end view of KPIs across the entire contact center can prove priceless in contributing to customer satisfaction and increasing a company’s bottom line.

In the end, customers just expect top-notch service whenever, and however, they choose to contact you.

** Refrence:- CRMdesination.com

Share your view and feedback…love to read your comments…:)

How to re-index data from command line in Magento

30 Aug

We all are agree that Magento is a powerful tool for ecommerce site but when it gets loaded with lots of data and images. Sometime it gets slower and you need to index your data.Indexes are additional database tables with some flat data, which allows to organize fast responses from the database.

Today I came up with how to use indexing in magento. If you are a magento developer, you might be familier with Index Management from Admin section of magento(Admin->System->Index Management). But when you have lots of data 10 thousand plus and lots of category, it might takes hours to update the indexes and sometime it shows time out error as it just break because of max_execution_time exceeding in php script. There is a solution, you can run reindex process from the command line.

I am expecting that you have a SSH access to your hosting server, Just login to your account and go to magento root and then in shell directory by typing below command.

cd [MAGENTO_ROOT]/shell/

List all the file by ls -l

You will find php indexer and check its status by tying below in your command line:-

php indexer.php –status

You will see something like this:-

indexes_status

 

 

 

 

 

 

 

To run index rebuild process you can run the next command:

php indexer.php –reindex catalog_product_price

You can use next arguments for different types of indexes:

  • catalog_product_attribute Product Attributes
  • catalog_product_price Product Prices
  • catalog_url Catalog Url Rewrites
  • catalog_product_flat Product Flat Data
  • catalog_category_flat Category Flat Data
  • catalog_category_product Category Products
  • catalogsearch_fulltext Catalog Search Index
  • cataloginventory_stock Stock status

You can also run the process in background by using & key.

Magento2 Coming soon to hit market

29 Aug

Magento 2 development team were on-hand to share key changes in Magento 2 project and discuss technical changes and developer recommendations. Team Magento working hard on making it more improved.

Magento 2 is an open source eCommerce R&D project facilitating the improvement of Magento Core products. With the new and improved features in Magento 2, it offer more functionality to merchants and continue to grow with the platform. Magento 2 is a prospective future version of the Magento e-commerce software, currently still in the development stage.

Some of Features That Magento 2 Offers
• Magento 2.0 will run on PHP 5.3 and Zend Framework as 1.0. And it will support MSSQL, Oracle and some other database as well. We can see that Magento keep growing and seek to support more and more popular platform soon.

• Performance is always an issue for Magento so it is recognized as resource hungry and not efficient. The team of Magento keep improving the performance of Magento version by version. With the 2.0, the performance of Magento will be expected at least 20% more faster than the latest Magento 1.x versions.

• Magento 2.0 uses jQuery library as its default JavaScript library. It’s a big plus for those who want to get rid of prototype and jquery conflict.

• The modules like catalog, customer, checkout, CMS, sales, etc will be components with high code coupling between each other. Now if you don’t want to use a certain module, you can simply disable it and write your own one.

• Magento uses Zend Framework but you can’t get this information easily as the directories structure of Magento 1.x series are quite different from the Zend Framework. For Magento 2.0, the directories structures will be quite similar to the Zend Framework.

Here is the folder structure showing magento2

mod-structure

You will also find some of the change in design of admin section. You can change the view and layout display.

Release Plan:- Release plan for magento has yet not declared as they are working on it as expected to release their alpha first and then solving all the bugs in beeta phase. Excited to see Magneto2.

Ecommerce:Tips to improve the after-sales service

26 Aug

Biggest drawback of online shopping is the time gap between purchasing and playing with goods.If you are an online shopper, you might be agree with me.Today I came with some of the tips that can enhance the user’s Interaction.

The after-sales period is a crucial time for retailers to show customers they are going the extra mile and to ensure they come back to the site for future purchases. However, the average score in this area was only 65% (according to study), so where can retailers improve?

According to a survey in 2012 most of customer don’t prefers to shop because of delay in shipments.

delivery_options-blog-full                                         >>>Click Here to View Larger Image

Some of tips to improve the after-sales service:

  • Send a confirmation email: Sending a confirmation mail is most crucial to the user’s. When a user completed their order,they are expecting to get a confirmation mail,failing which leads to misinterpretation that order is not placed successfully. This is common step followed by most of the company.
  • Delivery notifications: In an increasingly mobile world, it’s a nice touch to give customers the option of receiving a text message to confirm their delivery time. Again, if you are sending e-mails, make sure that the communication is clear and simple. 85% of companies take care of this notification.
  • Confirmation of dispatch: It is most important to let your customer’s know them, you have dispatched their order. It is better to have dispatched notifiaction by text and if you are not able to fulfil the order, make sure that you are not just letting them to wait. Instead give them a clear picture.Provide tracking details in email or in SMS which enables them to track thier product easily.
  • Loyalty counts: Make customers feels loyal by giving them loyalty points and all. Every e shoppers have a list of their favorite sites.Use your customer’s profile to nurture them with personalized offer via email or sms. Make sure that you don’t Spam their email. Sending 2-3 alerts in a week is enough.
  • Make delivery easy: Important to make the delivery easy and let your shoppers to choose the product they want and offer then an option to return the product. Try n Buy will be a good option if you can afford.
  • Feedbacks: Taking regular feedback from customers will make you enables you to identify what they want and where you are lacking. Good feedback on your site will boost the morals for new customers as well. Keep the survey going and offer them some kind of discount for attending the survey,so that most of them take part in your survey.

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Integrating Mailchimp into Magento Store

23 Aug

mailchimp-magento-integration

Mailchimp email subscription is a powerful tool if you want to send mass mails. If you are looking for how to integrate Mailchimp into your Magento store, you are at the right place. Go ahead and happy reading.

There are lots of mangento store but the store owners are not very happy with the default email subsciption of magento because they face various problem like:-

  • Cannot send the newsletter right away because their local time is not the same as of server time. Eventually, their newsletter campaign will be sent few hours later than the intended time. Although, this can be adjusted with a little tweak. But why to adjust when you already have mailchimp.
  • There is a limit on how many emails can be sent at one go. And they cannot sent mass email at a point of time.
  • Cron Management and all as you need to sent lots of triggered mailers.

You might be managing third party email subscription if you are also facing the same problem. Like Mailchimp, Feedburner,  etc. to manage their email lists and send out mass email newsletters or promotional emails. Today I will cover how to integrate Mailchimp email subscription within Magento store and how to create html newsletter in Mailchimp.

There are two ways to integrate Magento email subscription into your store:

  • Install existing extensions e.g. Advanced Newsletter (aheadworks), MailChimp Synchronization (ebizmarts) or E-Commerce 360 (mailchimp).
  • Manual Install

In this Article we will cover how to install Mailchimp manually:-

Below are the steps:

  • Log on to your Mailchimp account.
  • Click on “Lists” tab. It will show a list of all available Newsletter (If not please create one for your store).
  • Click on setting to explore more.
  • Click on the secondary tab called “for your website” Now, let’s click on “Signup Form Embed Code” link.
  • It will open up your Signup form designer with options like “Design Form Structure”, “Form Colors” & “Form Enhancements”. Modify or change the form and once all done click on “Create Embed code”. Copy the embed code from the text area at the left.
  • Your Mailchimp signup code is ready, Now add this code to your Magento store and replace the existing signup code (i.e the default one). You can change the code by editing app/design/frontend/default/theme/template/newsletter/subscribe.phtml.
  • You need to change the CSS and all to give your look and feel.

Thats all. You are done.

Now you are ready to draft your own newsletter. Go ahead and let me know if you find any problem in integrating it with your Magento Store.

Ecommerce oppurtunity and Customer Experience

17 Aug

E commerce space is in boom especially in India. Great investor who ever lived, succinctly describes his investing strategy as ‘be long term greedy, not short term greedy. Its about a long term game and you need to have a lot of patience as well. By a report eCommerce in India is expected to grow by $ 260 billion by the end of 2025. According to this report ,there are only under-10 million internet users who actually buy online in India, there are about 150 million internet users or around 75 million households that are ‘ready’ for e-commerce. That a huge number isn’t it?

In order to maintain a long term relation with you customer you need to visualize your customer base smartly and then try to put your strategies which works best for you. Mostly website try to focus on repeat customer base but it not as easy as it looks like. If you are dealing with Indian consumer you have to look at various aspects rather giving them good service.

ecommerce-customer-oppurtunity

If you look at this stage of growth of E-Commerce in India , the competition is on price in any commodity category. The good point is that every one is interested to have product in low price and you will definitely have buyers in low price especially with price conscious value seeking customers in India.But there are always pros and cons, If you look at long term, it hard to survive on low margin when you grow big. So decide it very carefully or be cautious with your strategies.

A good starting point is to look at the key areas of the customer experience journey so you can plan your resources accordingly and the customer experience map below has been adapted for E-Commerce and inspired by the customer experience map model created by Chris Risdon of Adaptive Path.

CXMap_hs18

Planning & conversion

Planning & conversion  is one of the important state of eCommerce site.Customers will starts considering your site only once it is strongly recommended by their friend or mouth of word or either your are giving lots of good offers. In most of the site you will see “Register & get 20% off” or like us and get 250 flat off.
When we talk about conversion, if you are converting less than 2% of your traffic, there is certainly some gaps which you need to identify of fill. According to a recent study about 58% of customer abandon their cart and their might lots of reason behind this.

There are some of the fundamental guideline you should follow:-

  • Your Checkout process should be linear.
  • Add description and label to the field, So that user have clear vision.
  • Avoid Contextual Words Like “Continue”. It may be considered as continue shopping or continue to checkout. Be specific continue to checkout.
  • Use Shipping Address As Billing Address By Default.
  • Use Proper validation message.

Repeat Customer
Repeat Customers are the backbone of ecommerce site if you are treating long term goals. This stage starts when customers have clicked on buy button and the order has been fulfilled sussceesfully.One of the best experiences in this stage has to be amazon.com and may be vistaprint.com is a great example for for upselling.Think of customer delight rather than just selling product to them.

Product Shipping

This is a very crucial phase as customer has already paid and any bad experince in this stage will complete destroy relationship with them.Timely Alerts, Fastest possible delivery time and delivering the exact goods ordered are the key point in this stage.Most of the site promise to deliver in 48 hours but failed to do that.

Note that a wrong commitment may be treated as misleading the customer.

Return & Refunds

Sometimes shopping online is difficult if you are not sure about the sizes, whether it fits you or not. So if you are giving a return and refund policy. You may attracts lots of customer. There are only few websites offer a good return and refund policy. DonebyNone  return and refund  is one of that.