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~ CheckOut2Th eWorld ~

Sarah Jennings, Frank van den Berg, Tarro Giannesi,
Chief Executive Offi cer, Managing Director, Salesupply UK Head of Marketplaces, Infi nity
Oban International & Managing Director, Infi nityBlue Blue Marketplaces
Marketplaces

Improving customer experience through better ful- Marketplaces - a ready made ecosystem to build
filment, customer service and returns your global online sales
Frank van den Berg Tarro Gianessi
There are several back-office functions that make a critical • Globally almost 50% of all e-commerce sales take place
contribution to the customer experience – speedy/timely on marketplaces, and in the USA, Amazon is the largest
delivery, quality customer service and efficient returns solu- online fashion retailer. In the UK though Next, John
tions. These are proven to lead to better conversion rates, Lewis and Asos report far more sales than Amazon in
higher order values and improved loyalty. I am often sur- this sector.
prised by how players that provide industry benchmark cus-
tomer experience for clients in their home market, seem to • However, next to Amazon consider e.g. Bonanza in the
assume that customers in other countries are willing to ‘set- USA, Jumia in Africa, Little Red Book in China, or
tle for less’. Our experience with 100’s of fashion companies The Iconic in Asutralia. There is a choice of dedicated
is that nothing is further from the truth. Just like customers platforms!
in your home country, customers in other countries expect:
• Specialist fashion platforms like Farfetch, Mr. Porter and
• Reliable delivery solutions. Make sure you have multiple Zalando now include social media and content as part
options available including 24/48-hour delivery (for a of their positioning and marketing activities, both on
charge if necessary) and a free delivery option; and off-platform. They provide an efficient and effective
means for brands to push their e-commerce.
• Local customer service provided by native speakers – 74%
of customers want customer service in their own language; I am sure there will be more developments to come by
marketplaces wanting to support the brands of their
• A smooth returns solution, including a local returns ad- merchants. ••
dress. Don’t forget that over 60% of online shoppers will
research the return process before buying on your site.
(It’s Important to note that free returns for all custom-
ers and products is something that might soon be a thing
of the past with H&M and Zalando no longer providing For more information on the best route to market, overcoming challenges
free returns. Amazon and others are also clamping down and making the most of opportunities, download the CheckOut4Fashion
on serial returners.) Guide to selling fashion around the world online at
https://www.checkout2theworld.com/whitepaper-download/
Th e whitepapers that we publish show you how by choosing
the right partners to support your online international expan- For more information on current Customer Service and Fullfilment trends
sion. Th ese solutions will improve customer experience (and download our other whitepapers at
thereby conversion and loyalty) while keeping costs under https://www.salesupply.co.uk/media/whitepapers
control and reducing risk.

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