I hope that I have convinced the reader how important it is for the Brazilian version of your e-commerce to be active for Brazilian consumers, for now it’s time for marketplaces.
Selling on marketplaces is easy, but we have attention points that must be taken into account when a seller’s contact is brokered by a third party, in addition to the fact that we are offering imported and innovative products.
Customer service is a vast and complex field, and I will restrict myself to a few very important points.
We live in an impersonal connected world, where wealth in quantity gives us the impression of quality, but these two nouns have never gone together in any economy.
Personality is the great key to the success of a service, because Brazilians are a warm people who want to see someone with the power to solve their problem, and not robotic people, much less robots that simulate people. The higher a product’s sales ticket is, the more personal it becomes, so communication is the key to avoiding big problems.
All communication with the customer is vital to avoid returns, as well as the logistical follow-up of your order.
Communication in the local language, as well as the communicative process, generate enchantment and trust. Keeping this strategy, the customer “buys with you” and not “buys from you”, and both seller and buyer end up on the same side.
Another point to be very attentive to is the day to day of each platform, each communication, because the relationship, as everyone knows, happens on the marketplace platform, and few have the capacity to provide good service. The bigger the marketplaces are, the more generic is your first contact service, and this can frustrate the buyer who is waiting for a response, so follow-up and response speed are critical.
The account matching process, or financial payment reconciliation, is somewhat complex, as each marketplace presents its payment method in a single modality, where a single sale can contain several payment transactions, commission, discounts and chargebacks.
I have already observed in the system a sale generating more than fifteen subsequent transactions, which configures a reconciliation model from 1 to “n”, that is, a sale to “n” transactions on the marketplaces side.
Finally, interaction with sales promoters must be constant and dynamic.
The bottom line is that only a local business can take full advantage of marketplaces for you brand.