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~ Topic Special ~

WHAT WOULD YOU SAY IS THE BEST WAY TO PREPARE FOR THE HOLIDAYS AS Our biggest selling days on Amazon in Europe last year were the 13th and 14th
AN ONLINE RETAILER? December, as this was the last Sunday and Monday when customers could
Considering the above, I would suggest referring to these main points: order with guaranteed delivery of gifts before Christmas Eve. This year, we
• E-commerce must be 100% responsive on mobile. think the biggest days for online sales could be as late as Sunday 19th and
• Your customer service team must have deep knowledge of your Monday 20th December because of when Christmas falls.
products in order to be fast and precise when it comes to offering
assistance to your clients.
• Be available for your customers through their favourite channels,
avoid customers leaving your site with doubts and causing cart
abandonment.
• Stand out from the competition: offer personalised and real-
time assistance. In fact, taking into account the large number of WHAT WOULD YOU SAY IS THE BEST WAY TO PREPARE FOR THE HOLIDAYS AS AN
competitors in the online world, e-commerce must find a way to ONLINE RETAILER?
stand out from the competition, and the best way to leave a positive By this point in the year, your product selection should be decided, stock
impression is to offer a great customer experience. ordered, and promotions planned. Be prepared to be flexible. If a key
competitor goes on promotion earlier than you expected, you may want to
follow suit at short notice. Your promotional marketing plans could be as
detailed as hour by hour for key days such as Black Friday.
HOW CAN YOU HELP RETAILERS GET THROUGH THIS PERIOD MORE EASILY? Make sure operations and processes are robust – they will be stretched
Oct8ne is the only visual live chat, chatbot and messaging platform that, by both the planned peaks and potentially unplanned ones too. If order
through its coviewer and catalogue integration, allow you to interact with management, fulfilment and customer service is not smooth, it will leave
images and videos of your products, transforming your customer service a lasting negative impression on customers, and increasingly this is spread
into a sales team and offering the best customer experience to your more widely through word of mouth on social media.
clients. Once you are into the peak trading period, make sure you are regularly
walking the online store in the same way as you would with a physical store.
With the combination of live chat, chatbot and messaging integration By doing this, you can make continual improvements, so customers have the
(WhatsApp business API and Facebook Messenger), you make sure best possible experience and are encouraged to convert.
your customer can reach you 24/7 through real-time channels, having
personalised assistance as in an offline store, and being guided
throughout the whole purchase process.

HOW CAN YOU HELP RETAILERS GET THROUGH THIS PERIOD MORE EASILY?
Pattern is the authorised Amazon seller for a growing number of consumer
brands in key markets around the world. We take full end-to-end ownership
of their Amazon presence, buying their stock and maximising their sales on
Amazon. This reduces risk and removes the complexity of the brand needing
to deal with Amazon directly.
In particular, this means we take responsibility for getting products into
Amazon’s warehouses for the marketplace to deliver, and can also offer
alternative third-party fulfilment to make sure that we stay in stock on
Amazon and products can be quickly delivered to customers during peak
trading periods when Amazon’s warehouse capacity will be most constrained.
Our proprietary technology also continually optimises Amazon advertising
and provides us with great insight into the keywords we should optimise
on to ensure product listings appear in search results for both branded and
generic search terms. This can drive incremental sales, as the brands and
their products can be more easily discovered by new customers on Amazon;
particularly during the peak trading period when consumers are most likely
to purchase products for the first time as gifts.

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