How to select the best marketplace for your e-commerce business?

A marketplace can be a powerful lever for increasing your online sales, expanding your audience, improving your visibility and strengthening your market presence. However, it is essential to understand that each market is unique. It may have different advantages and disadvantages, depending on your company's needs and strategic objectives.

After outlining our 7 tips for selling better on marketplaces, you'll discover how to choose the most suitable marketplace for your e-commerce business.

Assess your needs

Before setting up a marketplace, it's important to determine your needs carefully.

Here are the most important steps to consider before choosing a marketplace.

Define your business objectives

It's important to think about what you want to achieve with the marketplace. Whether it's to increase your sales, raise your visibility, extend your geographic reach, or diversify your sales channels.

By measuring and analysing these objectives, you can determine the key criteria for your business. These criteria include the features you need, the products you want to sell, the costs you are prepared to pay and the logistical constraints.

Identify the products you want to sell

This will help you assess whether a marketplace is right for your business. You need to make sure that the platform you choose is suited to the nature of your products. Some marketplaces specialise in specific categories, such as electronics or crafts, while others are more generalist.

Evaluate your budget and marketplace costs

The costs associated with selling on a marketplace can vary depending on the platform. They generally include a monthly fee, a transaction fee for each sale made, and sometimes catalog management or advertising fees.

By taking these costs into account, you can determine whether the marketplace is profitable for your business, generating enough revenue to cover the associated costs.

In addition, you need to take into account the indirect costs associated with selling on a marketplace, such as production costs, logistics costs, shipping costs..

Consider logistical and operational aspects

The marketplace you choose can have a significant impact on your business processes, such as order processing, inventory management, delivery and customer service.

It is therefore important to analyze the marketplace 's logistics and operations policies, as well as their ability to meet your needs. For example, some marketplaces may offer storage and delivery services to make order management easier for sellers. Others may have strict policies on order processing times and returns, which can be difficult for some businesses to comply with.

Choosing a marketplace: criteria to consider

To make sure you select the platform best suited to your needs, we present 5 key criteria to consider:

1/ Choose a marketplace that is close to its sellers

The platform's proximity and commitment to its sellers is a very important point. You'll benefit from better support, more effective communication and sales strategies tailored to your business.

For example, Rakuten has a team of e-commerce consultants, specialised by activity. These consultants are dedicated to supporting sellers in their sales experience and optimising their performance on the marketplace.

2/ Choose a marketplace that is 100% marketplace

A marketplace that doesn't sell its own products and therefore doesn't compete with its sellers is a real criterion to consider.

By opting for a marketplace that is 100% marketplace, you ensure that sellers are promoted fairly and that competition is fair.

With no products of its own, Rakuten France's sole objective is to help sellers grow. They are at the heart of the platform.

3/ Choose a marketplace that offers an e-commerce logistics solution

By using a logistics service provider, you save 25% of your time, allowing you to devote more time to your core business.

What's more, you can offer your customers a faster, more efficient delivery experience.

Orders will be processed and shipped directly from the marketplace's warehouses, which can help improve customer satisfaction.

For example, on Rakuten, good customer satisfaction gives you a good Merchant Quality Score (MQS) and makes you more visible on the marketplace.

4/ Marketplace tools and functionalities

Sellers need to consider the features available on the platform, such as inventory management, order processing, and invoicing tools. They should also evaluate the marketing features to promote sellers' products. Considering these features can determine whether they match your business needs, and whether they are sufficient to meet your business objectives. It's also important to consider the ease of use and ergonomics of these tools to optimize your time and resources.

5/ Promotional actions organized by the marketplace

Some marketplaces offer exclusive promotional offers to attract customers to your store. These offers can take a variety of forms, such as shipping discounts, coupon codes, product highlights, and so on. These actions can help increase traffic and sales to your online store, as well as building loyalty among existing customers.

For example, on Rakuten, every first Wednesday of every month, there are "Mega Peaks" where every buyer can benefit from up to 20% cashback, financed by Rakuten.

Rakuten also has a cashback service, Club R, which helps build buyer loyalty.

Join the marketplace that supports the digitalization of retailers

At Rakuten, you can develop your ecommerce without a website and without any risk. We offer a free starter pack, so you're only charged on your sales.

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by Haro Valentin

What is omnichannel e-commerce?

How to implement an omnichannel strategy?

Implementing an omnichannel strategy may seem complex, but it can be achieved by following several practical steps:

1/ Analyze your customers' needs:

The first step is to understand your customers' expectations and buying behaviors. You can use surveys, sales data and other information to gain an overview of your customers' preferred sales channels.

2/ Identify relevant channels:

Once you understand your customers' needs, you can determine which channels are most relevant to your business. This can include online channels (website, marketplaces, social networks) and offline channels (physical stores, events).

3/ Set up performance tracking:

It's important to set up a performance tracking system to measure the effectiveness of your omnichannel strategy. This can include metrics such as conversion rates, cart abandonment rates, delivery times, customer satisfaction levels, etc. Performance tracking will let you know what's working well and what needs to be improved for an even more effective omnichannel strategy.

4/ Join the marketplace that facilitates the development of your omnichannel strategy

At Rakuten, you can have different sales channels, brought together on the same platform.

In fact, you can create an E-Shop on Rakuten, a space entirely dedicated to your offers, enabling your visitors to discover your brand universe; like a merchant site, but at a lower cost.

We also have a mobile application and social networks where buyers can find all our sellers' products.

And finally, if you have a physical store, we offer customers click & collect.

*Source AT: Internet

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by Haro Valentin

How to avoid abandoned carts in e-commerce?

Abandoned carts are a frequent problem in e-commerce, depriving you of part of your sales. Find out how to reduce them with our tips.

What are abandoned carts?

This is it. Your acquisition strategy is well under way. One of your future customers arrives on your e-commerce site or the marketplace of your choice. He discovers your products, browses the product sheets you've carefully created. Finally, they add an item to their shopping cart, get ready to finalize their order and... leave the site. End of story.

You've just experienced an abandoned cart, when one of your buyers leaves the site before finalizing his order. Abandoned carts can occur at several stages of the purchasing process:

• Even before accessing the shopping cart, when the user has added a product to the cart but leaves the site;
• When choosing delivery options, because the costs are too high for the customer or the delivery methods unsuitable;
• At checkout, because the customer wishes to use a specific payment method or compare prices again.

Abandoned cart = wasted efforts

Abandoned carts are a direct loss for your brand. You've gone to great lengths to get users to add your products to their shopping baskets: marketing and acquisition strategy, pricing strategy, shopping funnel optimization... It's a shame if this investment is lost at the last stage of your customer journey.

Rest assured, abandoned carts are inevitable in e-commerce. E-buyers are constantly stimulated, and these distractions can divert them from their purchases.

Fortunately, you can limit abandonment. There are 8 tips you can put in place today:

8 tips to reduce abandoned carts in e-commerce

A functional, responsive site

If you sell on a marketplace, this should not be a problem. Your marketplace takes care of the technical side of things, ensuring that your site is fast and functional. At Rakuten, for example, our dedicated teams make sure that the site runs smoothly, and regularly add new features to constantly improve our customers' experience.

If, on the other hand, you have your own e-commerce site, you need to ensure its quality. Check the following points in particular:

• Page-loading speed: if your site takes too long to load, your customers may be put off. To speed up loading, consider reducing the size of images and optimizing the source code of your pages.
• Visual clarity: overloading your web pages and product sheets with information is a bad idea. Your customers need to understand quickly where to click to perform their actions. Add margins, prioritize information and pay attention to the overall aesthetics of your pages.
• Up-to-date visuals: make sure your graphics are up to date and consistent with your brand.
• Responsive website: 62% of online purchases are made from a cell phone, and 47% of e-buyers use different screen formats (source: Fevad 2024). Your e-commerce site must therefore be optimized for mobile phones. Think about adjusting font sizes, margins, etc.

A fast, intuitive customer journey

The fluidity of your purchasing path is essential for your customers to finalize their order, as well as being a decisive factor in your customer satisfaction. Add guidance to your pages, maintain visual consistency and, above all, prioritize information. Every step of the journey should have the same objective: to help customers complete their order.

A fast customer journey also maximizes your chances of retaining customers to the end. Count the number of steps between the moment a user selects a product and the moment the order is finalized. Then analyze each of these steps and eliminate any unnecessary ones. For example, do your customers really need to create an account to order?

Then analyze the distractions on each page or step, and try to reduce them. For example, are recommendations for additional items always relevant, or do they tend to distract users from their purchase?

Attractive, transparent delivery costs

Nearly 70% of customers abandon their shopping baskets because delivery charges are too high (source: Baymard Institute 2023). To keep as many buyers as possible on track, you need to offer attractive delivery charges.

To calculate your delivery costs, keep in mind your various costs (packaging, shipping, returns, etc.) and consider your margins. The aim is not to lose profitability. Analyzing the charges offered by your competitors is also a good way of positioning yourself.

If your margins allow it, you can also opt for free delivery. This method has the advantage of increasing your customers' average basket and helping to build loyalty. On the other hand, it reduces your sales margins and is therefore not suitable for all situations.

Whatever delivery charges you choose, you owe it to your customers to be transparent. Offer simple, easy-to-understand grids, for example, by grouping items into weight categories.

Choice of delivery method

For 88% of e-buyers, e-commerce is synonymous with saving time (Fevad 2024). Your customers need to be able to receive their product as close to them as possible, and at the right time to suit their needs.

While home delivery remains the preferred mode of delivery for 77% of e-buyers (Fevad 2024), 71% also opt for collection from a relay point and 25% for click and collect.

If you can, consider offering your customers several different delivery solutions. You should also make sure that your advertised delivery times are not too long. Consumers are more likely to validate their basket if they receive their parcel the next day than if they have to wait a week.

Several payment methods

Flexible payment options are another important parameter to ensure that your customers complete their order. In fact, 37% of e-buyers in 2023 used an electronic payment solution, 27% an instant transfer, 29% a gift card or gift voucher and 28% other solutions other than bank cards (Fevad 2024).

By offering your customers a variety of payment methods, you enable them to choose the solution that best suits their needs, and avoid frustration (for example, when the payment exceeds their card payment limit).

Good customer follow-ups

In most cases, an abandoned cart is not a definitive defeat. You can follow up with your customers to try to bring them back to their shopping baskets. There are several ways to do this:

• Directly on your site, for example via pop-ups that appear on other pages if the user has forgotten a product in their basket for some time. Not very intrusive, but only works if the customer is still on the site.
• E-mail reminders: this solution requires you to have previously collected your customers' e-mail addresses (with their consent). It's fairly non-intrusive, but your send and open rates may remain fairly low.
• SMS reminders : an intrusive method, but with fairly good open rates. Here again, the numbers must have been collected with the customer's consent (when they create an account on your site, for example).
• Call-backs : only for products with high added value, and which may take a long time to decide to buy. To be avoided as a general rule, as they are very intrusive.

The most important thing is to get the timing and timing of your follow-ups right. Don't be too insistent, but don't let too much time go by before calling the customer back, or you risk losing the sale for good.

Good customer feedback management

The reviews that previous buyers have left on your products are an invaluable source of information for your future customers. A negative review can easily scare off a potential buyer.

Unfortunately, you have no control over the publication of these reviews. However, you can limit their negative impact in two ways:

• By responding to reviews, especially negativeones: dispel any doubts about negative experiences by offering a professional response and demonstrating your willingness to resolve the problem.
• By encouraging your satisfied customers to leave a review: a few negative comments are less problematic if they are accompanied by comments praising your products.

A satisfactory returns policy

Before finalizing their purchase, your customers want to be sure that the item will suit them, which they can't always verify before receipt. Similarly, delivery errors can occur. So it's vital to offer your customers a good returns policy. 54% of buyers, for example, say that free returns and exchanges are the second most important influence in their decision to buy from a brand (source: WalkerSands study). 58% of potential buyers also want to be able to return goods easily, with clear, precise instructions on the website and/or in their parcel.

Think about it this way: a consumer who buys one of your items, isn't satisfied with it, and can't easily return it, will probably never buy from you again. By making it easy for them to return the item, you turn a negative experience into a loyalty-building opportunity. Offering a simple, no-cost returns process shows your customers that their satisfaction is your priority, which reinforces their trust in your brand.

Reverse logistics (or returns management) is therefore an essential part of your e-commerce strategy, and one that can seem complex to manage at first glance. Fortunately, turnkey solutions such as Rakuten Fulfillment Network enable you to outsource these tasks so you can concentrate on what really matters: selling.

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by Haro Valentin

Fulfillment costs: How to measure and reduce them in e-commerce?

Whether you decide to handle it yourself or outsource it, e-commerce fulfillment has a cost. A cost that you obviously try to keep as low as possible, while maintaining your attractiveness at its highest level to attract more potential buyers.

In this article, we'll take a look at the main factors impacting your logistics costs, along with our tips for reducing your logistics budget without cutting quality!

What are fulfillment costs?

Fulfillment costs, or logistics costs, are all the expenses incurred by a company in managing its products, such as storage, order preparation and delivery.

These costs are crucial to a company's overall strategy, as they directly affect customer satisfaction, market competitiveness and profitability. However, they represent a major expense item, especially for e-commerce companies, estimated at around 11% of a company's sales.

What are the logistics costs involved in e-commerce?

Goods storage, order preparation, parcel dispatch... Find out below about the main costs to consider, whether you manage all these factors in-house or via a logistics provider:

1. Fulfillment costs for product storage

It's generally one of the highest costs in any sector.

Depending on the quantity of merchandise in your possession, you'll need to find the right warehouse, manage its routing, reception and shelving. Warehousing costs include :

• Rental or depreciation of storage space (if you rent or own)
• Maintenance of the site and the equipment it requires
• Insurance to protect your products from accidents that may occur on the storage site

In addition, there may be other costs, such as taxes on the space or warehouse management software.

All these logistics costs vary according to warehouse location, capacity in m3 and storage time.

2. Order-picking fulfillment costs

Your logistics costs include those associated with order preparation. These include :

• item picking - also known as "picking" - and
• sorting according to destination
• packaging
• pre-shipment inspection of your products.

This preparation is a key stage in logistics, as it has a direct impact on service quality and speed.

3. Transport fulfillment costs

Another point that can have an impact on your budget and the selling price of your goods is the cost of transporting them.

The faster your transport, the higher the price, and this can have an impact on the delivery costs of your products.

Delivery is one of the factors most closely watched by consumers. Reducing delivery times as much as possible is a key challenge for boosting your business.

4. Fulfillment costs linked to customer service

Product lost, damaged during shipment, not conforming to the advertisement, management of customer returns... The more you sell, the greater the risk of imponderables. That's why it's essential to provide quality after-sales service. Quality comes at a cost, which is sometimes difficult to reduce without losing efficiency and responsiveness.

5. Insurance

Insurance is essential for all retailers and e-merchants, to protect your merchandise in the event of theft, breakage or loss.

 

How much does your logistics cost?

Are you spending too much on logistics?

According to a study conducted by Supply Chain 24/7, the average logistics cost for a company is estimated at 11% of sales. This estimate is growing every year, due to the ever-increasing budget being invested in delivery times, a key factor in retailers' efforts to meet the expectations of consumers now accustomed to receiving their orders ever more quickly.

Over 50% of logistics costs are allocated to delivery management. The rest is shared between good storage, order preparation, after-sales service and insurance.

To increase your company's profitability, you need to find the right balance between your e-commerce logistics budget and your customers' expectations. A satisfied customer is a repeat buyer. It's all about pampering them, as long as you don't jeopardize your business by doing everything you can to seduce them. Hence our next question:

How can you reduce your fulfillment costs while taking into account consumer expectations?

There are several easy-to-implement sales tips designed to help you in your cost-cutting endeavors. Here they are:

1. Optimize inventory management

The more goods you store, the higher your storage costs. And vice versa. Beware, however, of relying on a minimum amount of stock in the warehouse, which multiplies the risk of stock-outs. The right logistics strategy is to define a minimum stock level that you must always have in your warehouse.

Below this threshold for your products on sale, replenishment is the order of the day.

This minimum stock must always meet demand, and take into account major one-off shopping season events such as Sales and Black Friday. It must also allow sufficient time for replenishment.

2. Increase the average basket

By increasing your customers' average basket, delivery and logistics become less expensive. One tried-and-tested strategy is to offer free delivery on minimum orders.

According to the French Institut National de la Consommation (INC), by 2022, 58% of shoppers will have added one or more products to their basket to reach this psychological threshold and benefit from free delivery.

3. Optimize your product packaging

By reducing the size and weight of your packaging, you can have a direct impact on the cost of storing and transporting your products, especially if you manage to get your products into your carrier's lower price bracket.

4. Outsource your e-logistics

Saving time and money is a dream goal for many companies. One of the best ways to achieve this is to outsource logistics. And preferably to a single service provider, to cut costs considerably.

By opting for our Rakuten Fulfillment Network method of outsourcing your e-commerce logistics, you are choosing a single partner to handle every stage of your supply chain: I want to reduce my logistics costs

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by Haro Valentin

Sales Seasonality: Anticipating Sales Peaks and Calculating Your Seasonal Index

Do your sales fluctuate from month to month? Nothing could be more normal. All businesses experience sales peaks and troughs at certain times of the year. This is known as sales seasonality.

Whether you sell physical products or services, whether you operate solely on e-commerce or have your own store: you're affected by the concept of sales seasonality. Weather, vacations, commercial highlights... many parameters affect your sales strategy.

How can you anticipate these peaks in demand by calculating your seasonal coefficient? How can you maximize growth opportunities, thanks to sales seasonality? Find out all the answers in this article.

I. Understanding Sales Seasonality

What is sales seasonality? Definition

Sales seasonality is an event that occurs several times a year. It refers to the fluctuation in demand for a product or service throughout the year. When a company experiences this intense increase in sales activity, it is referred to as a "sales peak".

All companies are affected by these cycles, which impact on their marketing and sales performance. There are many factors influencing sales seasonality:

• Seasons & weather;
• Vacations;
• Cultural events;
• Annual French or foreign festivities;
• Commercial highlights (sales, Black Friday, etc);

Some events are unforeseen, such as natural disasters or the Covid-19 crisis, which disrupted sales of certain products: hygiene and cleaning products, essential items... Meanwhile, e-commerce spending increased by 13% during the health crisis.

Source: Kantar e-commerce barometer

In addition, other events can be anticipated to maximize business growth during these peaks. Ready to explore some examples?

Some examples of sales seasonality

Certain major events or business dates dictate sales seasonality. For brands, it's essential to be aware of them, so as to capitalize on these periods.

By anticipating these key dates and trends, it's easier to anticipate sales forecasts... And to increase sales, market share and growth. All the while, making informed business and marketing decisions to effectively support this growth. For example, in the event of a sales peak, have you considered the strategies to be implemented to increase the average basket?

In an increasingly competitive business environment, this strategy is essential! Here are a few examples of sales seasonality, to give you a better idea of the concept:

• For florists, the two biggest sales holidays are Valentine's Day and Mother's Day. Every year, these professionals can generate up to 30% of their sales on a single day!
• In the outdoor hotel market (such as campsites), 85% of bookings are concentrated in the 6 weeks of summer.
  
• As soon as spring arrives, garden products are in demand. The milder weather invites customers to spend more. Amour Buidine (Sales Manager at ManoMano.fr) told Le Figaro: "16% of sales in this segment are made in April, compared with 3% to 4% between November and February. The same applies to the Internet: we triple our sales of swimming pools and other landscaping products from the first to the second quarter".
  

 

• During the soccer World Cup, the market for TV sets increases dramatically. This was notably the case in 2022, for the World Cup in Qatar. Guillaume Rault (vice-president of Samsung Electronics) confided in a Challenges interview : "There was an upturn in September in terms of quantity. In October, this was reinforced by an increase in market value. We're seeing double-digit increases. Some weeks are 28% or 35% up on last year. The World Cup should enable the TV market to sell 250 to 300,000 more pieces!"

 

You've guessed it: sales seasonality affects every brand on the market, at different times of the year, and according to different criteria of influence. The challenge for brands? To anticipate sales peaks, in order to better manage their supply chain, as well as their marketing and sales strategy.

II. How to anticipate sales peaks?

To identify trends in your market and anticipate sales peaks, here are 3 best practices:

1. Analyze your historical data

Have you tracked and measured your key performance indicators (KPIs)? If you've already launched your business (such as an e-commerce site), it's essential to examine the past, in order to prepare for the future.

So, do you know what your monthly sales are? What are the seasonal trends? How do the average consumer basket, number of orders and conversion rate evolve over the months? All this quantitative data will help you better understand and anticipate sales peaks.

2. Identify local, seasonal and national events

Do you want to prepare for seasonal sales trends? Think about listing all the events that may affect your company, or the market in which you operate. More commonly referred to as a "chestnut", these are the key dates of the year that can influence your marketing and sales strategy.

For example, they could be sales periods, school vacations, sporting events, trade fairs, national celebrations... Position them on an internally shared calendar, so that all teams are aware of them. From the marketing department to product managers and sales staff.

3. Adapt your inventory and human resources

Finally, after analyzing your historical data and identifying future key calendar dates, here's our last tip: adapt your merchandise inventories, as well as your human resources. When demand peaks, your priority is to satisfy your customers. To achieve this, avoid stock-outs. Having the right quantity of goods in stock is a matter of preparation, several weeks (or even months) before the busiest periods.

Then, to deliver a memorable customer experience, don't underestimate the human factor: do you have the necessary in-house team to cope with the rush? In store as in e-retail, anticipate recruitment to guarantee a smooth customer experience.

III. Calculate the seasonal coefficient

To obtain the most accurate sales forecasts possible during seasonal peaks, we need to monitor a specific indicator: the seasonal coefficient.

The seasonal coefficient is a numerical indicator that can be calculated on a weekly, monthly or quarterly basis. It represents the ratio between the actual performance of a product or service during a specific period and its average performance over a longer period.

Its calculation highlights the potential of one period (compared to another) for the sale of a product. Thanks to the seasonal coefficient, you can define whether or not a moment can be considered "seasonal" for your consumer sales.

Here are 3 situations in which it's a good idea to calculate the seasonal coefficient, along with the appropriate formula:

1. Analyze the seasonality of the year's sales

The seasonal coefficient helps you identify the weight of sales during a given period in your company's annual sales. Thanks to its calculation, you can anticipate the marketing actions to be deployed at the next sales peak... And evaluate the effectiveness of the previous action plan put in place.

Here's how it works:

Sales for the month (or defined period) / total sales for the year

Let's take the example of a bicycle accessories e-commerce site. In 2023, the company sold €30,000 worth of products, including €6,700 in January 2023 (corresponding to the winter sales).

Seasonal coefficient = 6,700 / 30,000

Seasonal coefficient = 0.223

January 2023 therefore has a seasonal coefficient of 0.223. This is always rounded to 3 decimal places.

2. Compare seasonality with previous years

Let's go back to the previous example. Now, the e-commerce site selling bicycle accessories wants to know its seasonal coefficient in relation to the two previous years, and track its evolution.

Step 1: calculate average annual sales over the last two years.

22,000 (in 2021) 27,000 (in 2022) = €49,000

49 000 / 2 = 24 500 €

Average annual sales are €24,500.

Step 2: Calculate average monthly sales over the last two years.

4,800 (in January 2021) €5,500 (in January 2022) = €10,300

10 300 / 2 = 5 150 €

Average monthly sales are €5,150.

Step 3: calculate seasonal coefficients for each month

To do this, let's take the average monthly sales figure and divide by the average annual sales figure

5 150 / 24 500 = 0,210

The average seasonal coefficient over the previous two years is 0.210 in January. If we compare this with the seasonal coefficient for January 2023, we see a clear increase in sales, and therefore growth. A good sign for the company's performance!

3. Calculate future sales forecasts

The seasonal coefficient is the ally of forecasting. It also provides an accurate forecast for the coming year. From the monthly coefficients calculated, you can determine the sales forecast for the months of the coming year.

Let's return to our previous example. To calculate sales for January 2024, the calculation is as follows:

Sales for 2023 x seasonal coefficient for January 2023

30 000 x 0,223 = 6 690 €

Forecast sales for January 2024 will therefore be €6,690.

This calculation is based on a linear sales forecast. But be careful! Other parameters may influence seasonal forecasts upwards or downwards.

Our advice? Once you've made your calculations, always compare actual monthly and annual performance with your estimated forecasts. These analyses will enable you to adjust your marketing, stocking and human resources strategy accordingly.

And if you need a helping hand to refine your forecasts and boost your sales performance... Rakuten France is at your side. Here's how.

IV. Rakuten France: your ally in seasonality management

Yes, sales seasonality is an evolving trend, for all players in the retail industry. But here's one thing that never changes: our presence alongside marketplace sellers throughout the seasons. Over 12,000 professional sellers are active on our marketplace. To help them win over our 12 million customers, here's what we're doing:

• Analytical tools: from their dashboard, Rakuten France sellers benefit from advanced analysis tools. Thanks to these tools, they can visualize and understand all their sales data. The ease of use of the analysis tools means that seasonal trends can be identified at a glance... Perfect for adjusting your sales strategy!
• Targeted marketing strategy: from Rakuten France, you can set up targeted marketing campaigns for consumers, based on identified sales peaks. Is there a season when your e-shop needs to boost sales? Maximize your visibility to customers by following our recommendations.
• Inventory management: this is a priority for all e-tailers aiming for growth. To make this easier, you can integrate data from your Rakuten France e-shop into your inventory management system. This makes planning more precise. Ideal for anticipating your next sales peaks.

Now you know how to understand sales seasonality, calculate your seasonal coefficient and anticipate future peaks. Our final piece of advice? Don't wait for the next acceleration period to make the best decisions! Join our marketplace and effectively develop your online business!

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by Haro Valentin

What is e-commerce fulfillment?

 

The advantages of e-commercefulfillment

By choosing the right logistics provider, you increase your chances of ensuring exemplary performance and profitability, with growth as the watchword. E-commerce fulfillment is a real partner for your e-commerce strategy , with the following strengths:

Cost optimization

You can outsource e-commerce fulfillment operations to specialized service providers to reduce warehouse management costs, hire staff andinvest in infrastructure tailored to your needs.

Enhanced customer experience

A smoother shopping experience with faster, more reliable delivery options.This marketing strategy is designed to appeal to a growing number of consumers and build customer loyalty over time.

Flexibility

Your companycan quickly adjust its fulfillment strategy in line with demand and seasonal fluctuations such as sales, Black Friday and the Christmas period. This means you can respond to market and business growth without having to invest in costly and time-consuming additional resources.

Time-saving

Relying on an external service provider to help you manage your e-commerce logistics saves you around 25% of the time you would otherwise spend on your core business. For example, devising new marketing approaches and further developing your offering.

Visibility

Outsourcing your e-commerce logistics has its costs, but these are quickly recouped in view of all the benefits . E-commerce fulfillment providers offer real-time tracking tools that enable companies to monitor their inventory, shipments and returns, improving the visibility of their supply chain.

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What is the Rakuten Fulfillment Network?

As mentioned above, e-commerce fulfillment allows companies to devote more time to their core business, while offering consumers a fast, reliable delivery experience. As a direct consequence, this helps to strengthen customer loyalty and stimulate growth. Provided you find the external service provider that meets your needs in every respect..

With the Rakuten Fulfillment Network, you offer yourself a key solution to increase your company's reach .Here are our key benefits:

• Support for all your fulfillment needs from a dedicated account manager.
• Intuitive Rakuten Merchand Dashboard for simplified business management .
• Clear pricing with fixed prices and no hidden costs, based on your needs.
• Storage in one of our globally dispatched and connected warehouses.
• Real-time stock management and replenishment requests.
• Fast order preparation and dispatch.
• After-sales service and reverse logistics.
• Possibility of opening an e-commerce store on our Rakuten marketplace .
• Manage your business from any other e-commerce site, your own or that of one of our competitors.

 

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by Haro Valentin

Reverse Logistics: How to Manage Your Product Returns Efficiently?

 

How does reverse logistics work?

For a better understanding, reverse logistics can be broken down into 3 stages:

1/ Return processing

The consumer signals that he or she wishes to return a product, the company accepts the return and schedules shipment. Some sites also provide returns already printed within the parcel. They are informed of the return when it is processed by an external service provider.

2/ Sorting returned products

Here you need to inspect the products and determine their return category. To improve the efficiency of your reverse logistics, don't hesitate to categorize products according to different options: to be repaired, resold as new, resold as a return, recycled, scrapped or refurbished.

3/ Restock

Put products ready for resale back on sale, and integrate them back into your existing stock

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by Haro Valentin

Marketplace: Essential Guide to Boosting Your E-Commerce

8.8 billion dollars: yes, that's quite a sum. And, above all, it's the estimated share of sales on marketplaces between now and 2025. This would represent 70% of e-commerce, according to McKinsey (2022) and Be STF research & analysis.

Digital marketplaces continue to grow and seduce buyers and sellers alike. Good news for your company: it's not too late to learn how to ride the wave.

If you're interested in the world of marketplaces, you've come to the right place: so, what is a marketplace? How does it work? What are the best practices for selling effectively on them?

Follow the guide!

Definition: What is a Marketplace?

A marketplace is an online platform that facilitates contact between buyers and sellers. It's also known as a marketplace, shopping platform, multi-vendor e-commerce site..

On this type of website, sellers (independent, professional or private) can sell their products, solutions or services. In most cases, a commission is charged by the marketplace for each sale made. Other remuneration models exist (and we'll tell you about them shortly).

To best visualize this definition, imagine a large digital shopping mall. The marketplace is the mall. Each store inside represents a partner vendor. Visitors, meanwhile, can stroll from store to store... without leaving the mall, without disconnecting from the marketplace.

Does this business model appeal to you? You're not alone. For several years now, the marketplace world has been booming. Consumers are seduced by it, with 92% of shoppers planning to use marketplaces more and more (Mirakl 2022). 52% of French people even say they prefer to do all their shopping on a single site (Yougov 2021).

For sellers, a presence on a marketplace offers increased visibility, web traffic and sales. For example, in 2020, despite the Covid-19 crisis, partner sellers increased their sales by an average of 24% on marketplaces. Marketplaces grew at twice the rate of e-commerce. And this is just the beginning! (Mirakl study, 2021).

How do Marketplaces work?

Do you sell products or services? BtoC or BtoB? There's bound to be a marketplace platform that's right for you. But before choosing one, it's important to understand the different models that exist.

Not all marketplaces are remunerated in the same way. For example, some marketplaces offer their vendor partners :

• A commission on sales: the marketplace takes a percentage of each sale. These commissions may be fixed or proportional to the amount of the transaction.
• Registration or listing fees: sellers must pay a one-off or recurring fee to publish their products, services or solutions on the platform.
• Additional fees: for example, some platforms like Rakuten offer services to outsource inventory management, storage or shipping of your products.
• Monthly subscriptions : the price of these subscriptions generally covers features and benefits for partner sellers (such as greater visibility for their offers, lower commissions, etc.).
• Paid advertising: to highlight certain products or services, platforms may offer paid promotion options on ads.

Some marketplaces may also combine different remuneration models, to diversify their revenue streams. What's more, some platforms also offer direct sales. This is not the case with Rakuten, which focuses 100% of its efforts on sellers.

At Rakuten, our compensation model is based on two offers, tailored to your business:

1. A free starter package, with a higher variable commission and management fees.
2. A paid expert subscription, with a lower variable commission and management fees.

 

Why sell on a Marketplace?

Now you know what a marketplace is, and how this type of platform pays for itself. But as a professional seller, do you know why you should choose this simplified form of e-commerce?

If you're still hesitating to take the plunge, here are 7 advantages of selling on Marketplace 2.0:

• Improve your company's visibility: each marketplace benefits from an established user base and traffic. Sellers can thus increase their visibility.
• Multiply sales opportunities: with its large, ready-to-buy customer base, a marketplace facilitates the generation of new opportunities. Sellers benefit from a continuous flow of potential customers to their listings.
• Reduce marketing costs: by joining a marketplace, sellers don't have to start from scratch. They can take advantage of integrated marketing tools (product promotion, targeted advertising, recommendation of similar products) and an existing website (without having to develop their own technological infrastructure and communicate on it). The marketplace's loyal visitor base also limits acquisition costs. The result? Big savings!
• Simplify sales and logistics processes: many marketplaces, such as Rakuten, offer order management, storage, packaging and shipping services. With such simplified processes, sellers can concentrate on producing quality products.
• Secure transactions: selling on a marketplace means taking no risks when it comes to secure payment. This ecosystem is highly regulated. As an intermediary, the platform guarantees the smooth running of your sales transactions and data management.
• Create a complementary sales channel: joining a marketplace doesn't mean giving up your traditional sales channel (physical store, e-commerce site, social shopping, etc.). It simply means multiplying additional sales opportunities! The marketplace is a choice compatible with your other channels, to amplify your reach on the Internet.
• Boosting trust and credibility : a reputable marketplace offers a high level of credibility to sellers. And the good news is that buyers prefer to shop on a platform they can trust. This is your chance to earn their trust too!

What are the different types of Marketplace?

There's a marketplace for every business. Whatever your sector, you can invest..

1. A B2C marketplace

A case in point? Rakuten.

At Rakuten, we've been supporting the digitalization of 8,500 B2C businesses since 2002. Sellers of products or services for private individuals can create their online store on our marketplace, in a digital shopping mall visited by 15 million people.

2. C2C Marketplace

A case in point? Rakuten too!

In our 2.0 shopping mall, 50% of products sold are second-hand. Consumers can sell their products, thanks to the "consumer to consumer" model. They benefit from numerous advantages (€5 free on the first sale, immediate redemption, Club R loyalty points, etc.)

 

 

3. B2B Marketplace

A case in point? Unite (formerly Mercateo).

Unite (formerly Mercateo) has been revolutionizing the B2B market for 20 years. On this business-to-business marketplace, companies can buy office supplies and furniture, industrial equipment, catering equipment... A total of over 3.5 million products, in 13 countries!

In B2B, there are also numerous "cloud marketplaces". These online platforms offer cloud services and solutions from different suppliers, accessible from a single location.

4. Services marketplace

A case in point? Rover.

Rover is a specialized marketplace enabling pet owners to find pet sitters and walkers, worldwide. Over 2 million pet owners in 10 countries have booked services through the marketplace!

5. Vertical Marketplace

A case in point? Doctolib.

Doctolib is the leading vertical marketplace for e-health. The site enables over 340,000 healthcare establishments in Europe to book appointments online for patients. today, 80 million patients use the platform!

6. Joining and selling on a Marketplace: best practices

Tempted by the marketplace adventure? Here are the steps and best practices to help you get started:

1. Find the right platform: find out how to choose a marketplace for your e-commerce business. But beyond the platform itself, there's a crucial question: should you opt for a marketplace or create your own independent online business?
2. Setting up an account: each digital marketplace has its own procedures. With our solution, for example, registration takes just a few clicks. All you have to do is create a professional seller account and follow the steps indicated. Once your details have been validated, you can start selling your products straight away. Simple, fast and effective.
3. Define the right pricing strategy : on a marketplace, the prices of your products can be compared. Remember to set competitive prices to attract buyers.
4. Optimize your product descriptions: quality descriptions and photos are essential for selling your products. Without them, it's hard to establish your credibility and win the trust of buyers.
5. Ensure good stock management : if you choose a platform that doesn't manage your stocks, it's your responsibility to ensure that your products are always available, to avoid any problems when orders are placed. Check your stocks regularly, set a critical threshold for restocking, and work (if necessary) with several suppliers to keep up to date.
6. Deliver quality customer service : customer satisfaction is a priority. It is then analyzed by the marketplaces. At Rakuten, we use the Merchant Quality Score. It's based on ratings and opinions given by buyers, delivery experience and catalog quality. The higher the score, the greater the visibility of the partner seller's ads in strategic locations (Google Shopping pages, price comparison sites, product category home page, etc.)
7. Benefit from ongoing support: at Rakuten, all our sellers have access to an E-Commerce Consultant. These dedicated E-Commerce Consultants support the platform's 8,500 professional sellers on a daily basis. Got a question? A need? We've got you covered!

Ready to develop your B2C sales outlet on a marketplace? To help your growth take off, join Rakuten France.

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by Haro Valentin

How to Improve Inventory Management?

With our Rakuten Fulfillment Network method, you can put all the chances on your side to grow your business in the best possible conditions. A 100% intuitive solution tailored to your needs, which manages your inventory and replenishment requests in real time, as well as the preparation of orders and the storage of your goods in one of our many warehouses around the world. All this at a fixed price, with no hidden costs, truly tailored to your needs.

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by Haro Valentin

E-commerce Customer Service: How to Satisfy and Retain Your Customers

In e-commerce, the relationship between customer and brand is unique in that it is dematerialized. Brands rarely meet their buyers face-to-face, unlike in traditional retail. Yet e-buyers need attention, assistance and support just as much: that's what customer service is all about .

The aim of e-commerce customer service is to deliver impeccable customer service to consumers who buy online. The aim is to help customers before, during and after their purchasing journey. Typically, all these interactions are handled by a dedicated department within the company. But delivering memorable customer service and experience must be everyone's priority, in-house!

In this guide, find out how to optimize your online customer service. Benefits, differences with in-store customer service, best practices... Let's get started.

1/ The benefits of e-commerce customer service

5 out of 10 French customers contact customer service with a question or an update on their order or delivery (source: Essendex survey, 2023). More often than not, these requests concern the resolution of a problem... But that's not the only role of customer service!

 

Graph Source : Essendex survey 2023

 

A (good) e-commerce customer service department takes care of rapid assistance, managing returns and refunds, collecting customer reviews... But also of personalizing the shopping experience, by proposing exclusive offers and promotions. The aim? Take care of customer relations on digital channels, and offer a memorable consumer experience.

Deploying such an e-retail customer service strategy offers numerous advantages:

• Improved customer knowledge : at the heart of a customer service approach is listening. By listening to customers' needs, expectations and problems, you can improve your knowledge of them. And thanks to this customer knowledge, you'll be able toanticipate the best actions to satisfy each customer. Perfect for boosting conversion rates over the long term!
• Lower customer acquisition costs: thanks to exceptional customer service, companies can increase re-purchase and loyalty. And thus reduce their prospecting and acquisition efforts (and, above all, costs!). A new customer costs on average 5 times more to acquire than one to retain... Hence the importance of delivering perfect assistance, at every stage of the purchasing process.
• Increased customer loyalty : according to Microsoft, 95% of customers consider support to be an important criterion when choosing and deciding to stay with a brand. For an online store, customer service is the cornerstone of retention and loyalty. This is one of the main benefits: thanks to the efforts made by customer support, loyalty increases!
• Increased growth: the impact of good customer service on ROI and sales is considerable. First of all, if customer service helps build loyalty, this loyalty rate is reflected in profits. According to a study by Bain & Company, increasing customer retention rates by just 5% can boost profits by 25% to 95%. Today, 64% of business leaders say that customer service has a virtuous impact on their brand's growth (source: Zendesk, 2023). Food for thought!
• Improving the customer experience: in e-commerce, the experience is not just transactional. It's also relational! When a customer service department responds responsively to customer expectations, customers are all the more satisfied. This increase in customer satisfaction impacts loyalty, and all the other benefits described above. Remember: the customer experience (both in-store and online) remains the most important preference criterion for consumers... And customer service is part of the reason why! (Source: Dunnhumby Barometer, 2023)
• Improved team productivity: in e-commerce, having a dedicated customer service department is a guarantee of productivity. But it also enhances the quality of exchanges, thanks to a team trained in customer support and relationship management. Deploying a customer service department and a dedicated team increases the productivity of all other teams... Where everyone can concentrate on their missions, as efficiently as possible.

Now you know why you should set up a customer service department for your online store, DNVB or ONVB. But do you know how to differentiate it from in-store customer service? And which features to deploy, to deliver the right 2.0 support?

2/ In-store customer service vs. e-commerce

No, in-store customer service is not the same as e-commerce customer service. There are many differences. And online site owners must learn to adapt, to satisfy consumers.

Between the physical store and the e-commerce site, each channel has its own strengths and constraints, influenced by buyers and the specificity of the product or service on offer. And if you're an e-commerce player... Here's how to take advantage of customer service 2.0, which modernizes and improves the customer experience:

Criteria	Physical store	E-commerce
Availability	Limited to store opening hours.	24/7, accessible at all times.
Interaction	Direct and personal.	Mainly digital (e-mail, chat, social networks).
Problem resolution	Often immediate for returns and exchanges.	Can be delayed by delivery and processing times.
Personalization	Based on human interaction.	Use of data to offer personalized solutions.
Advice	Personalized advice and product demonstrations.	Advice via FAQ, forums or chatbots; less personalized.
Returns and exchanges	Immediate processing possible.	Requires shipping, with variable lead times.
Associated costs	Depends on store policy.	Return or shipping fees may apply.
Accessibility	Requires physical presence of customer.	Accessible from any location with internet.
Request tracking	Managed in-store without systematic digital tracking.	Detailed, automated online tracking of requests.
Technology	Limited to in-store equipment.	Technological advances such as AI to improve after-sales service.

Thanks to electronic channels or tools, connected customers want to benefit from unified assistance. The challenge for e-commerce customer service? To offer reactive, personalized assistance, accessible from any support and seamless. Indeed, customers hate having to repeat themselves, between different channels of exchange with the company. 93% of them are even prepared to spend more if the brand avoids repeating itself. And 73% of customers want to be able to start a discussion on one channel, then continue on another... And face an interlocutor who understands them, who knows them.

But how do you create this seamless, unified customer service experience? How do you deliver the best online support? Follow the guide!

 

3/ E-commerce: 6 best practices for outstanding customer service

1. Focus on omnichannel customer service

Today, 57% of customers prefer to interact with a company via digital channels. Even if, in the event of a major problem, the most suitable channel remains the telephone for 81% of professionals (source: Salesforce Report, 2023). So, e-mail, telephone, social networks... which channel should you choose?

Rather than asking the question of "which channel to choose", ask yourself: what are the complementary channels for my target e-commerce customers? To meet the needs of all your customers, you need to be omnichannel. The aim is to offer consistent points of contact to meet consumer expectations. But be careful! Each channel requires resources (human, technological or financial). The multiplication of channels must not impact your responsiveness!

2. Respond quickly to customer requests

Responsiveness is one of buyers' top expectations when it comes to e-commerce customer service. in fact, 39% of customers consider it a priority to receive a response or solution as soon as they make their first request (source: Qualimétrie, 2022). On the other hand, waiting hours on the phone, or e-mailing support several times... that's the best way to drive customers away!

To deliver quality customer service, you now know what to focus on: responsiveness! Digital channels such as chatbots and instant messaging are particularly interesting for responding to customers in real time.

3. Offer customer autonomy tools, such as an FAQ page

94% of French people want to solve their own problems (source: Yext study, 2023). Today, autonomy is paramount. With just a few clicks, consumers want to find accessible answers, at any time of the day or night. To guarantee such access to information and answers to the most frequently asked questions, here's a golden tool: the FAQ.

On an e-commerce site, FAQs can be used to group together the most frequently asked questions, such as :

• What delivery methods are available ?
• What are the conditions for returning a product?
• What should I do if an item is defective?

The ideal solution? Create a dynamic FAQ. This tool integrates a search bar on the FAQ page, enabling the customer to type in specific keywords... to bring up the right question, providing the right answer. Rather than scrolling endlessly through a web page.

4. Personalize assistance, for maximum satisfaction

Being treated like a number: that's what customers hate, in e-commerce as in retail. Especially when it comes to asking for help! As soon as a customer contacts your customer service department, make sure you personalize your exchanges. Customers need to feel unique, listened to and recognized.

Here are a few best practices to demonstrate this personalization:

• Collect, analyze and centralize customer data. When you contact them, your support team will know their purchasing history, preferences, key information, etc
• Address customers by name. Whether you're communicating with them in writing (by e-mail, on social networks, by chatbot, etc.) or over the phone, always make sure you name them, to create a sense of proximity.
• If there's a quid pro quo to offer (such as a gift, as compensation), be sure to offer a personalized product or service recommendation. Rely on previous purchases to offer the most appropriate attention.

5. Train the team for maximum efficiency

You can't become a customer support expert by snapping your fingers. To take care of customer relations, offer effective assistance, respond to customer problems in a responsive and appropriate way... Training and a qualified team are necessary! Human and interpersonal skills are required, as well as technical skills.

Indeed, to respond to the concerns of online buyers, it's important to be trained in the products, services and tools used in-house. Knowledge base, customer support channels, self-care tools such as chatbots... A properly trained customer service team means optimized customer satisfaction!

6. Collect, manage and respond to customer feedback

Online reviews are an integral part of customer service. What do customers have to say about your company after they've purchased your products or services? And what do you do with these reviews once they've been collected? And who is responsible for responding to each customer?

Defining a customer feedback strategy is essential to delivering a quality experience. In e-commerce, your three priorities are to :

• Collect post-purchase reviews : via a satisfaction questionnaire, or through spontaneous review platforms.
• Manage the opinions collected : share them with all internal teams, and use these opinions to demonstrate continuous improvement (on the product, marketing, the online purchasing process, etc.). Don't forget to publish each product review on its own product page.
• Respond to all feedback: whether it's positive or negative, show customers that every piece of feedback counts.

By doing so, you take care of existing customers, while attracting new buyers! To find out more about customer feedback strategy and measuring customer service success... Be patient. We'll explain it all right after.

4/ Should you automate your e-commerce customer service?

This is THE big debate. Should you automate all or part of your customer service for your e-commerce site? At Rakuten, here's our opinion: automation tools are golden levers for relieving the burden on support teams... without replacing them! Indeed, technology is not intended to replace an entire team of online customer advisors. On the contrary, it can speed up the processing of the most common customer requests.

Thanks to these automated tools and processes, customer service teams can concentrate on less time-consuming or repetitive tasks. Like responding to the most important customer issues. It's a real time and efficiency saver.

Among the automation tools most frequently used by e-commerce customer services are selfcare solutions. These chatbots or FAQ solutions enable customers to be more autonomous, and get instant feedback on their questions. Certain channels can also be automated, such as e-mail or telephone messaging. The latter is known as an IVR, or interactive voice response system.

Finally, knowledge-base or CRMtools are particularly important for automating part of the customer management process in-house.

If you'd like to start automating your e-commerce customer service, here are a few interesting tools, depending on your needs:

E-mail automation	Salesforce Pardot, Mailchimp, Sendinblue , ActiveCampaign HubSpot Email Marketing Get Response , Constant, Contact ConvertKit, Drip, Autopilot
Live chat and chatbots	Dialogflow, ManyChat, Drift, Intercom, Chatfuel, Zendesk Chat, Tidio, Botsify, LivePerson, Watson Assistant
Customer relationship management (CRM) software	Salesforce, HubSpot CRM, Zoho CRM, Microsoft Dynamics 365, Freshsales, Pipedrive, Insightly, Oracle CRM, SAP CRM, Nimble
Interactive Voice Response (IVR)	Twilio, Genesys, Avaya, Cisco Unified Contact Center, NICE inContact, 8x8, Five9, Aspect, RingCentral, Interactive Intelligence
Skill-based routing	Avaya, Cisco, Genesys, NICE inContact, Five9, 8x8, RingCentral, Aspect Software, Mitel, Interactive Intelligence

5/ Customer service and marketplaces: how to manage after-sales service?

Now you know how to manage customer service on an e-commerce site. Now imagine: you decide to join our 12,000 sellers on Rakuten, our marketplace. You create your e-shop, complementary to your e-commerce site, directly on our digital marketplace. Our 13 million loyal buyers are just a click away ... And you'll quickly make your first sales. But if you have any questions, how do you handle customer relations? How do you provide customer service on a marketplace?

At Rakuten, nothing could be simpler. Our marketplace offers complete, dedicated support for after-sales service. We provide you with specific tools for your online store. And as a Rakuten seller, you'll benefit from extensive support via internal messaging, to help you manage and optimize your after-sales service.

Delivering service excellence (omotenashi) is one of Rakuten's fundamental pillars. Our priority? To guarantee a caring approach and a committed presence with our sales staff... And to encourage them to adopt a similar attitude towards their customers!

To find out more, find out how to communicate with a Rakuten buyer and answer their questions.

6 / Measuring the success of your customer service: the last essential step

E-commerce customer service now holds no secrets for you. Ready to launch your own digital customer support strategy? Once you've deployed your support and initiated the first interactions, think about this indispensable step: measuring the strategy's performance. Gathering KPIs is essentialto improving customer experience and operational efficiency .

Here are the main KPIs to collect and track:

1. First Contact Resolution Rate (FCR): Indicates the percentage of problems resolved on first contact.
2. Average Response Time (ART): Calculates the average time taken to respond to customer queries.
3. Average Resolution Time (ART ): Measures the average time required to completely resolve customer queries.
4. Call Abandonment Rate: Percentage of calls abandoned by customers before speaking to an agent.
5. Contact Volume: Tracks the total number of requests received by all service channels.
6. Agent Satisfaction Rate: Assesses the level of satisfaction and well-being of customer service agents.
7. Sentiment Analysis: Uses AI to analyze the emotions expressed in customer communications.
8. Cost per Contact: Calculates the average cost of handling a customer service request.
9. Customer Satisfaction (CSAT): Measures immediate customer satisfaction after an interaction or purchase.
10. Net Promoter Score (NPS): Evaluates the likelihood of customers recommending your company to others.

These last two indicators are particularly important. As we mentioned earlier in this article, collecting customer reviews is essential for gaining insight into customer satisfaction and recommendation.

At Rakuten, this monitoring is a priority. We offer you the opportunity to evaluate your quality as an e-retailer through several criteria linked to customer satisfaction, your delivery strategy and your catalog. So you can improve the quality of your customer service... and much more besides!

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by Haro Valentin