How to increase the reputation of your e-commerce?

[muskanhossain]

Have you ever wondered what is behind the success and visibility of your sales in the online environment?

There are a series of factors that must be considered and, above all, put into practice by those store owners who wish to have a prosperous, profitable and concrete business in the long term.

However, in case you didn’t know, this is directly linked to the notoriety of your business, whether it’s on marketplaces or in your own online store. In any case, in today’s article we’ll show you how the concept of reputation works and suggest some actions that can help you increase it.

How to have a good reputation in e-commerce
Reputation is nothing more than the general evaluation of your business, that is, the ability you have to offer resources to improve the customer's purchasing experience.

With the growth of the sector and the high competitiveness between companies and sellers, a series of algorithms were created to rank the stores and advertisements that best follow and apply the guidelines.

Consequently, they can be found more easily by consumers venezuela whatsapp data have a much greater chance of conversion.

When we look at the scope of marketplaces, a model that already represents around 78% of e-commerce sales according to the 42nd edition of Webshoppers , a report on the country's e-commerce prepared every six months by Ebit|Nielsen in partnership with Elo, notoriety can be indicated in several ways:

Points system
Levels
Stars
Thermometers
Titles
Medals
At Mercado Livre , for example, one of the largest sales channels in Latin America and the most used in Brazil, the following points are analyzed to conclude an evaluation of your business:

Complaints
Sales cancelled
Delayed dispatch
Based on the results of these points, a metric defined by colors is drawn, with red meaning that your reputation is bad, and light or dark green representing that it is great or excellent.

Shopee works mainly on the following factors:

Shipping Delay Fee (TEA)
Non-Compliance Rate (NCR)
Ad quality
Customer service
Both TEA and TNC are considered super important metrics and must always be kept below 8%, otherwise the retailer may suffer penalties within the marketplace.

How to increase the reputation of your e-commerce
Before anything else, it is important to make it clear that building a reputation is a process that takes time, requires a lot of dedication and, above all, consistency. Therefore, we will provide some practices and tips that can help you not only increase the notoriety of your store, but also maintain it:

Offer quality products
It is very common for sellers, with the intention of obtaining very low prices to achieve sales, especially on Marketplaces, to make the mistake of selling “replica” or counterfeit products, which should never be done!

If there is no warning, the buyer will feel wronged and, consequently, leave a negative review about your store, and in some cases may demand a refund or immediate exchange.

Quality service and after-sales service
It doesn't matter if you are advertising your products on a marketplace or your own channel, customer service will always be considered one of – if not the – main strategy for attracting loyalty and good reviews.

However, it must be done in a humanized way, after all, no one likes to be served by a chatbot. Communication must be direct, carried out not only via SAC, but also via WhatsApp or telephone.

Also, don't forget that after the product is delivered, your work is not over yet. Now is the time for the so-called after-sales service, which is the follow-up and service provided afterwards.

Believe it or not, reverse logistics is just as important as the first shipment of the product.

Competitive shipping and delivery
When we look not only at the issue of reputation but also at the issue of sales itself, affordable shipping and delivery within or even before the deadline is always a determining factor and relevant when the consumer chooses a retailer.

If you advertise through marketplaces and use the logistics services offered by Mercado, Envios Full and FBA (Fulfillment By Amazon), they can definitely help a lot with this whole issue by being responsible for the delivery process.

According to research carried out by Baymard, these are some of the main reasons that cause cart abandonment:

48% High extra costs (shipping, tax and fee)
24% Registration considered complete or long
22% Slow delivery time
18% Lack of trust in the website when entering card details
17% Slow checkout process
16% Unable to calculate total order cost before purchase
13% The website is unstable
12% The customer found the return policy unattractive
9% Few payment methods
4% Buyer's card was declined
Pay attention to feedback
Receiving criticism is not always pleasant, but when it comes to providing a service, listening to what your customers have to say is the best way to know what needs to be improved or changed.

Not to mention that, by analyzing what is being commented, you can better understand your own target audience and how they can be retained.

In this sense, it is also recommended to keep an eye on your competitors, not to do the same, but to know the trends and gain insights into your segment.