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Online Business Has Become An Indispensable Part Of The Business Society

2013/7/15 20:57:00 18

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with the development of Internet technology and application level, e-commerce has also been developing rapidly. E-commerce boom has come one after another. Online commerce has become an indispensable part of the business society, and it has more and more influence on the national economy and life.

however, such an area based on the rapid development of Internet and information technology is generally backward. Internal management is chaotic. Many jobs still remain in manual state, inventory inventory, fill in the express order, record shop order details, and account pactions, which often result in problems such as wrong goods, missed delivery, after sale disputes, difficult inventory, shortage or backlog of goods, unclear accounts, and so on. At the same time, repetitive labor takes up a lot of time, which greatly affects the operating efficiency of online stores.

with the expansion of the scale of shops, many successful Taobao shops have used management software to replace most of the manual management, so that human resources can be freed from the trivial and trivial work and focus on more valuable work such as data analysis, market research, network marketing, customer relationship management and so on.

then, what kind of management software is more suitable for online shop enterprises, such as Taobao store, which take e-commerce as the core?

online shop is the most common form of electronic commerce. Although the essence of its operation and management is the purchase and sale of goods, there are still many differences compared with traditional shops. It is precisely these differences that form a management problem that hinders the growth of online stores (Taobao shop example):

1, order difficult to manage: orders from the online shopping mall, businesses do not face to face with buyers, one to one pactions, large orders, and the number of sales volume of goods complex.

It is easy to appear in the delivery part of the wrong hair, missing hair and other factors affecting the image and reputation of the enterprise;

2, logistics difficult to manage: orders are mostly off-site pactions, and need to be delivered through logistics express. Therefore, we need to fill in the logistics express list and the detailed list of shipment.

At the same time, there is still demand for logistics cost settlement with logistics express company;

3, inventory is difficult: the quantity of goods online and local real stock may not be synchronized, resulting in problems in inventory management, such as shortage of goods or backlog;

4, the process is difficult to manage: online shops need urgent process control, sales customer service is responsible for communication orders, warehouse management is responsible for picking packing and shipping, finance is responsible for collecting payment, how to assess incentives, and how to coordinate the links between different links.

5, it is difficult for the staff to manage: the high turnover rate of the online shop staff is a common problem. The new employees need to study in the post.

in the current online shop management software, there are not many management softwares that can really help shopkeepers solve these 5 problems.

Either the purchase and sale function is not perfect, either it does not conform to the characteristics of online store operation, or the software design is complex, difficult to learn, and difficult to use. Many shopkeepers are struggling with manual management, wasting a lot of work time in repetitive work, and having no time to take into account data analysis and business decision making.

So what kind of software can help shopkeepers solve these problems well? Fu Fu e-commerce is proved by the following solutions:

first, we solved the efficiency problem of a large number of order processing.

Fu you e-commerce system through Taobao interface, directly import the mall order into the system, and categorize the orders (confirm, audit, merge, split up, suspend abnormal orders), process the order processing, automate, improve the order processing efficiency.

second solves the problem of warehouse delivery management.

For a large number of shipments, if manual processing, it is bound to cause leakage, re issued, wrong hair problem, and through the rich friend e-commerce system throughout the bar code scanning and distribution, the delivery of goods for a unified distribution, after two sorting.

At the same time, the bar code was verified for the matched goods.

Reduce manual intervention and reduce error rate.

third solves the problem of distribution on line.

Logistics is the bottleneck of the development of e-commerce. Customers want to get the goods as soon as they can pay the money, and generally there are time delays through the third party logistics companies.

Traditional channel developed businesses want to make use of the established offline distribution channels to provide services to customers and improve distribution efficiency.

The data interface of Fu you electronic commerce software, the online delivery order, according to the customer's shipping address, the nearest principle, assigned to the corresponding Warehouse Center for distribution, so that goods can quickly reach the customer's hands, improve customer shopping experience.

Fourth solves the problem of membership management.

For customers who originally purchased goods at retail terminals, it is difficult for them to keep in touch with customers because customers are unwilling to leave contact information.

While buying goods online, customers' information is retained in the order, which can download customer information through Taobao interface to the locality, and at the same time cooperate with the rich friend SMS system to facilitate the two marketing of members.

finally, the author thinks that the most important problem in the operation of online shops is to solve human problems. In the face of fierce competition, how to have an efficient and efficient customer service team is increasingly concerned by Taobao sellers and has become a magic weapon for many Taobao sellers.

is the so-called "internal training services, outside the plastic brand", then how to cultivate a quality customer service team? Refining and quantifying the customer service assessment standard is an important measure.

This can effectively help find the long board and short board in the customer service process, so as to provide targeted training for each customer service and gradually improve the overall service level.

In this process, the establishment of a scientific and rational performance appraisal system for Taobao customers has become a top priority.

making a reasonable performance management system is not only playing the role of paying the customer service and distributing the performance, but also finding out the problem solving problems through these performance data, the sales ability problems, the service awareness problems and the work attitude questions in the customer service team, so that these problems can be solved one by one in a timely and targeted manner, so that the limited human resources can be utilized indefinitely, while saving the cost of personnel, it also plays a significant growth in the sales business of the shop.

How to make the customer service play its biggest sales ability? That is, how much money can be mobilized to mobilize the customer service initiative? First, we need to clearly assess the customer service from what aspects, so that we can make full use of our advantages to make up for the shortage and better realize the win-win situation of customer service and online store.

generally speaking, customer service assessment is mainly based on the order value, commodity recommendation skill, consultation pformation ability, reception response efficiency and post-processing ability, etc. the data contained in each point are very tedious.

There is a simple way to share with you, how much revenue and customer service attitude of the customer service team that the small and medium-sized sellers are more concerned about, so we can focus on several data:

1, customer service consultation conversion turnover rate (customer service reception customer conversion to actual order ratio)

2, customer service daily / monthly order quantity (customer service order order)

3, customer service daily / monthly sales amount (customer service order order)

4, customer service order wastage rate (customer service implementation order, but the final order closing ratio)

5, customer service average response time (customer service response time to customer initiated consultation)

6, consultation no reply number (customer service to customer initiated consultation no reply total)

shop operators should be reasonable in salary distribution, adhere to a principle, how much work, how much money, rewards and punishments must be clear.

According to these data, we can clearly see the profit situation of online stores, reasonably allocate the salaries and bonuses of customer service staff, and achieve win-win results for customer service and online stores.

the replacement of customer service team's performance appraisal system is linked to the development of its own stores. How to choose an appropriate and reasonable performance mode at different stages of development is a problem that operators should ponder deeply.

Many online shops are not short of traffic and inventory. What is missing is an excellent customer service team. They display the resources of the shops and customers' needs first and accurately in front of the customers, so that customers can feel at home and stay away from home, create a good shopping experience, improve the service quality of online shops, and increase customer satisfaction.

according to a senior online shop practitioner: the reasonable use of shop management software can make my ability to control inventory goods greatly improved, storage goods occupy more than 20% of capital, while sales are steadily improved, and the phenomenon of short supply is rare.

In terms of finance, the precise statistical function of software makes my business no longer a stupid account. I can accurately observe every day to observe the profit of this period, predict the future development, and do not manually manually fill out orders from Taobao. It saves time and avoids errors. Compared with the original, it saves 3 hours a day, and the whole work is relaxed at once.

nowadays, online shop management with a certain scale will inevitably require the support of online shop management software, thus stepping onto the road of expanding business and developing continuously.

Choose a shop management software that is suitable for the needs of enterprises. It will provide a continuous guarantee for the long term business development of enterprises in future.