The eCommerce industry is growing more than ever, with the total number of eCommerce businesses in the world between 12 million to 24 million. Given how competitive the landscape is today, companies need to break through the clutter and ensure they stand out because every company has its unique offerings, and customers have unlimited options to choose from.
eCommerce businesses aren’t just competing locally; they’re competing on a global scale, too. While you may be able to come up with the best product on the planet and devise a foolproof marketing strategy, your work is still incomplete.
What may potentially make or break your eCommerce business is your team. Regardless of whether you’re aiming to scale your eCommerce business and run it for decades to come, or you’re planning on putting the website for sale, a capable team is vital to grow and run your business. Keeping this in mind, here’s how you can build an excellent eCommerce team:
Determine Your Needs
An excellent team can ensure the quality and consistency of your eCommerce business. To make such a team, you first need to know what your business’s requirements are. Determine which positions your business cannot work around and have to be filled under all circumstances.
You can also explore the option of remote work by hiring people from different areas in the world who have the skills and expertise to help run your company. Spending time into deciding who you are is something that’ll save you time, money, and effort in the long-run.
By taking time to evaluate whether potential employees will fit in within your company and have the work ethic to help you grow can reduce employee turnover. Now that we understand the importance of spending time building your team, here are several components your eCommerce business can’t go without:
Customer Service And Support
Without a customer base, your business has no chance of surviving. Customers are the heart of your business and, without them, there will be no sales and, hence, no profits. However, this doesn’t mean you should focus on capturing as many customers as possible.
The key to success is to develop a loyal and engaged customer base that not only keeps coming back to you but also becomes your biggest supporter by recommending you to their circle. To accomplish this, you need to provide customers with excellent customer service.
It’s essential to hire employees who have the skills to manage people. Your employees must be experts at building and maintaining relationships with customers, and they must be equipped with the skills to handle any issues your customers may have.
52 percent of consumers are influenced by a positive customer experience when purchasing more from a company, so it’s essential to focus on this aspect. Additionally, live chat stats show that 97 percent of consumers say that customer service is quite important when it comes to their choice of a brand and more than a third of consumers expect to see a live chat feature on a company’s website
If you’re looking to grow your eCommerce business globally, one thing you might be worried about is how to cater to international customers by providing the support they need despite the presence of a language barrier. In such cases, you can outsource customer support to a team that manages international customers through live chat and customer support.
A successful eCommerce business can potentially deal with hundreds, or even thousands, of transactions daily. Neglecting to keep track of the money coming in and money going out can potentially lead you into a financial crisis. This is why you need to employ an accountant who can manage your company’s finances and can advise you on minor and major financial decisions.
While there are many accounting software you can use for your eCommerce business, some people are comfortable with using Excel to track expenses and budgets. Essentially you should hire someone familiar with the required software, otherwise, you can always get Excel support that provides you with on-site training, workshops, and on-demand support.
Website Design And Development
For an eCommerce business, everything comes together on the website. Not only is it the face of your business, but it’s also the core of all your operations. A website that is slow and poorly-designed may potentially turn away customers and impact the credibility of your brand.
Forty percent of consumers abandon a website if it takes more than three seconds to load up. Additionally, 79 percent of shoppers who don’t have a good experience with a website’s performance are less likely to buy from it again.
The majority of your business’s customer experience is based on how your website performs. Due to the number of options customers have today, a site that takes too much time to load simple pages will push customers to your competitors. Hence, you should find someone who’s equipped with the necessary skills to build and run an efficient website and ensure that it’s user-friendly and easy to navigate.
Additionally, the developer should also make sure that the site is fast and should have the ability to troubleshoot any issues that arise. Lastly, someone who understands what customers want from a website’s look can create a website that’s visually appealing and attracts customers.
You may be offering the best product or service, but if your target audience doesn’t know about it, then you’re bound to fail. A skilled marketer who knows how to develop detailed and effective marketing campaigns is one of the core members you need in your team.
A marketer can successfully narrow down and identify your target segment and can build campaigns and promotions that successfully capture their attention. The aim is to encourage customers to buy from your business, and a skilled marketer knows how to convince these customers.
Additionally, a marketer can keep track of analytics to determine which strategies are working and which ones aren’t by understanding metrics. This understanding can help your business grow by learning which efforts are yielding the best results.
Where your website is concerned, it’s not just about how well it is designed, but it’s also about whether customers can find it or not. To ensure your website turns up in search results, you need a search engine optimization (SEO) expert who can boost your website’s visibility by optimizing it.
Optimization helps your website by ensuring it ranks high on the search engine results page and boosting its domain authority. 64 percent of marketers today are actively investing in SEO, and this interest in SEO is bound to grow because of the way it generates substantial traffic for your website.
eProcurement And Punchout
If you’re thinking of working and selling products to large organizations in bulk or as wholesale products, you may want to consider eProcurement and Punchout. eProcurement is like an intranet eCommerce functionality on your website where you connect to your buyers via a Punchout catalog.
That makes your catalog available to them in their own portal, and that way, they can submit POs with the click of a button without having to exchange lots of emails, phone calls, etc. This is ideal because these large purchasing businesses have hundreds of other vendors they also need to purchase from, and they’re likely doing it via their eProcurement system to save time and money.
So if you’re looking to sell to companies that purchase large amounts of products from multiple vendors like you, consider Punchout.
To ensure your eCommerce business runs efficiently, you need a top-notch team that can help you every step of the way. No business can run and grow with just one person, so you need to understand how important it is for you to hire a team with the right people.
By building and managing a team effectively, you can grow your eCommerce business to new levels. What other components are important for an excellent eCommerce team? Let us know in the comments below!
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