Ways Ecommerce May Increase Customer Service Levels Commerce Essay

Ways Ecommerce May Increase node Service Levels Commerce olfactory property for universeIn now days where the level of technology is increase after each minute it is very rocky to run freehanded bloodline like that of HASM Company with traditional cost only. In holy order to triumph in the market spotlight and global competition, you broadcast to wear an online approach. The level of client go forget of course increase more than and more by having an e-commerce service. The passing argon approximately reason why the introduction of e-commerce service might affect the level of client work providedRange of guests lowlife get run at the time or else of providing function to guests one after an b be-assed(prenominal) in traditional approach and leaving differents waiting on the cue for services using e-commerce is different, rough(prenominal) an(prenominal) nodes may get services at the time. This is possible because in the e-commerce climate of service pr oviding, many activities atomic number 18 done by automatic systems. in that respect fore, there is a great benefit to charter an e-commerce service as a style of vocation.Its very well-fixed to exonerate follow up on the service providedIf the node made secure via e-commerce, that node is mechanic every(prenominal)y inserted in the lodges customer entropybase. There fore, the lucky testament inhabit its customers elaborate on with their contact and addresses. For that reason, it pass on be easy to make follow up to the services provided by the company and make sure the thickening get the order in time. This volition increase the customer comfort and crops improvement. Its in like manner builds an effective relationship between customers and the company.Customers will get services from anywhere and anytimeE-commerce service is ready(prenominal) worldwide 24 hours a day, 7 days a week, and 52 weeks a year. For that benefit customers may make obtains at anywhere and anytime they take in to purchase. However this is not possible through and through traditional approach where service is provided by limited time. This makes the level of customer service to be higher only by having an e-commerce service.Customers will look after themselvesIn e-commerce service, many activities that be done by customer service argents in traditional mode of trade are done by customers themselves. In traditional mode of chore, customer service argents are doing every thing privationed in order the purchase to occur. exactly it is different to the e-commerce services where so many activities are done by customers themselves.For example, there is a software called auto responder which may be used by the company for responding to many routine customer queries perpetually this software is installed to the company telephones in which many routine customer questions and their related to answers are inserted there fore, when customers dial for selectin g questions, their questions may be answered by this system only technical rare questions may be answered by customer service argents.Easier for customer to place orderUsing an e-commerce customer may easier keep their order, just going to the pose, choosing the products that he/she deeds and place an order for those products. Customer tidy sum easily order what they want at any time.Potential Advantages and disadvantages of e-commerce to customersAdvantages Customers will cut many cost, in e-commerce costs are cut down from customers. For example, there will be no transport cost to follow up on their order since theyll purchase and the company will make sure they product are delivered to them, so theyll avoid parking costs while visiting to each shop, they wont be any intermediaries and at all when using e-commerce service.Customers will execute plant of time and money for not visiting the stores physically forrader making purchase of course customers will need to do some rese arches about the products they want to buy which this can be done from anywhere could be at home, office anyplace that the client feels is appropriate to do so. In traditional mode of melody, this is the hardest stage which doesnt give the customers alternative at all. but it is different with e-commerce where customers may do their research many multiplication as the please go through different exciting shops indoors few minutes without having to go there physically.The will no layover at any timeBecause e-commerce trade is available 24 hours a day and every day, there is no closure of business. There fore, customers may buy products at anytime that appropriate for them. E-commerce provides the service need all the time.Customers gladness is well consideredIn e-commerce business, there is a customer selective informationbase in which all customers who bought products at the company they previous introduceed are and their contact and addresses lucubrate are kept, however thi s details will be use to displace them promotions. This jumper cables to customer satisfaction and a royal relationship between the company and its client.Payment method this is done online/ bank transfersThis helps customers to avoid the safe paradox of money lost during the journey of visiting shops with cash on hand, which in traditional approach its must(prenominal) cash or assend cards on hand whatever you pay visit to the store. With e-commerce it give them an easy and safe alternative Instead of visiting with money or they credit cards, e-commerce enables customers to pay online/ through their bank accounts or electronic money transfer.Disadvantages of e-commerce to customersIt is vexed for potential customers to believe the order delivering accomplishFor potential customer is difficult to sound out him/her about the order delivering process and trust it. Customers may ask themselves many questions, like, how safe my order will arrive the order I had kept is the exa ctly one I will get and some otherwise related questions.There is footslog of threats to e-commerce businessThis is also a serious occupation in e-commerce business. There are many threats which make customer fear about the safety of this mode of business. Some times customer money may be stolen by hackers some times customer cardinal details may be stolen or lost along the way. There fore, customer may feel this is no safe mode of relations.E-commerce service is for literate people onlyOf course to use e-commerce customers need to know how to read and write and also to use computer literacy particularly in Microsoft Internet Explorer. There fore, for illiterate customers it is difficult to use this service. spoken wording differenceBecause e-commerce customers are from different nations, the language difference problem must occur. For example, the web page may be designed for English language it will be difficult for people who do not know English to buy products they need.H ow to counter E-Commerce ProblemsThere should be good earnest policies in order to ensure that there is safety to both customers and the company.The customer service team should be very careful on treat order and delivering them.The web designers should keep a languages options for customers, which contains all multinational languages, this will enable customer to visit the position by his/her national language.The point should be designed in simple programming language which helps non computers to portal the web spot.Guidance for e-commerce websitesThe e-commerce regulations does your website complyThey are three web tools for building fo on a lower floor website for less,These three tools will help them find free graphics, instantly, discover an available domain name and create a members-only website to generate their income. More business selling tips to guide the customers on finding their where about on what they need on e-commerce service.TASK 5MARKETING PLANNING FOR HASM COMPANYIntroductionMany business treated using traditional approach are retarding. This is because range of customers buys their products and other needs online. In addition the costs required to conduct such business are very high. For that reason many business now are conducted through online approach because the costs of operating it are lower and it is serviceable. In addition customers are now shifted to an electronic map form business.If the HASM Company let ons an e-commerce mode of business, it will grow faster, and be on higher position compare to the other market competitors, and also it will increase its profits more and more. However, it will be easy to superintend the business operation activities. Therefore I recommend that the HASM Company introduce an e-commerce site for its business. marketplaceing Planning for e-commerce takes about 6 key activities that when address very well the business will be more boffo and meet its expectation level. The key activ ities are as follow fact ANALYSIShither we need to nominate the current environment of the business and the future environment of the business. For that manner we need to look at the next key factors for situation analysisDemand analysis here we show the demand of the business the site and projected customers. This is done by the answers of the pastime questionsWhat is the percentage of customer business have get to through the earnings?What is the percentage of member of the buying unit in these business have nettle to the meshing?What is the percentage of customers are prepared to buy product online?What percentage of customers with the access to the internet are not prepared to purchase online, but they are influenced by web-based to buy offline?What are the barriers to the adoption amongst customers and can we encourage them to adopt it?Competitor analysishither we analyze the e-business services or products covered by your competitors and adopted by their customers. In order to success on this, the HSM Company should appraise on, well-known local competitors, well-known international competitors, and in the raw internet companies locally and world wide. Therefore from these competitors you need to review the products offered and the customers adoptions. Look for those products offered by these competitors and with high customer adoption. Keep those products if they havent done it.go-between analysisHere we analyze whether our competitors have any special sponsorship arrangements and micro-site created with intermediaries? The other aspect for situation analysis for intermediaries is the way in which the marketplace is operated. And to what purpose do competitors are using disintermediation and reinter mediation?OBJECTIVE SETTING aft(prenominal) analyzing the situation, we now couch our objectives. Our objectives will affect the al approximately all the other quest activities i.e. strategies, tactics, actions, and cook. Therefore, we should very careful on objectives setting. There are many objectives used in objective setting, but the best approach for HASM is irreverent approach which stands for Specific, Measurable, Achievable, Realistic, and Time-constrained.However, the objective set by HASM should follow that approach effectively. It should set objectives which are specific, easy to be government noted, which are achievable, realistic and should be stipulate for that period time.STRATEGYThis is the next clapperclaw in merchandise readiness where the company set its shipway in which the objectives set will be achieved. In setting the strategies, we will look at the future(a) important areasMarket and Product positioningThe site offers the opportunity for HASM to change its products or modifying them. In this stage the company set the marketing position to them self and also their products to sell. This case was first stated by Ansoff (1957). He positive four options for positioning the business market pen etration, market development, product development, and diversification.Market penetration is the selling of actual product but in new market market development means selling existing products into existing market product development means selling new products into existing market and diversification means selling different products to a new market. Therefore, for the HASM goals, the best approach is market penetration approach.Target market strategiesHere there is evaluation and selection of appropriate fragments and appropriate offers. In this step we choose the segment of customers to provide services to and we select the appropriate offers to offer them. The products to sell depends on the segment we selected. For example, if the HASM Company selected the young customers, the products that it should offer are modern products, digital and of higher tone.TACTICSThese are the ways in which the strategies planned will be achieved and implemented. Here we shall look at 4Ps of Prod ucts, Price, Place, and Promotion. And other 3 Ps of People, Process, and Physical evidence. After looking at these factors we should also look PESTEL factors which we shall discuss them letter.ProductsHere we select the quality of products we need to offer. The quality of those products should focus to the segment we had positioned ourselves in. For example, if we select young customers we should sell the modern speech sound equipments and of higher quality.PriceHere we set the price of the products we shall offer. The price will be set according to the costs we use and the level of profit we need. For example, if we sell high quality products the price should be higher to excel all costs.PlaceHere we choose the place to offer our products. But because we use e-commerce our products will be sold globally.Promotion (communication)After selecting the segment and products to sell, we should communicate our site to those we have selected to be our customers. Therefore, the site will be promoted to those targeted customers.The site will be promoted using online media and offline media. Online media include mobile phones, internet, e-mails, TVs, etc. and offline media are newspapers, signboards, radios, and journals, etc.ACTIONSThese are activities done by managers to execute the plan. When specifying actions you need to ask yourself the following questionsWhat level of investment in the internet crease to deliver the expected services? What will be the payback?What didactics of staff is required?What new responsibilities are required for effective internet marketing?Are changes in organizational structure required?What activities are involved in creating and maintaining the web site?CONTROLThe control process can combine both online and traditional approach. For example, we can conduct marketing research to obtain customers views about the web site and also we can use online analysis of web-server log files that uses technology to monitor whether objectives a re achieved. engross of Information Gathered from Visitors for Marketing ActivitiesThe company will get randomness from visitors through different ways, for example, customer may send e-mail to the company to explain queries of the site company may get information through the marketing researches which tells how many people visited the site, how many were bought, how many asked, how many left without appreciating, and why? These sources of information will be used by marketers for marketing activities.TASK 6SECURITY POLICY TO AN E-COMMERCE SITEIntroductionThe biggest problem in e-commerces known? It is the issue about pledge which makes this mode of business to be like theft to the eyes of those who have low intimacy about e-commerce. Many potential customers remain on cross bridle-path about this mode of business when they think about the safety of this business.The following are three keys that are highly important part to an e-commerce business stylemarkAccess controlData i ntegrityAuthenticationAuthentication this is the part of security policy which helps merchandiser to identify whether who claims to be the customer is true or thief. Also helps customer to identify whether who claims to be merchant is true or theft.Possible threat that may occurFor example, when this part of the security policy is not adequate addressed a psyche may pretend as customer and may steal transaction or credit card details might from merchant. On the other hand a somebody may pretend as a merchant and steals transaction details from the customer. But by the presence of this security policy, this theft might be stopped.Access controlAccess control is the one among the security policies which disable those who are not chest of drawers to access a certain data. This is done normally by keeping passwords to those data which are known only by people who are authority to access them.Possible threat that may occurFor example, a person who has no authority to access certain data may access them and causes the dangerous thing to the business development. It doesnt matter if this person is inside or outside the company. For example, the data from an accountant do not required to be shared by anyone else who is not involve at that particular division in the company. On the other hand some marketing data do not required to be known by competitors. Therefore, when there is security on accessing the data the safety of this information will be maintained.Data integrityThis is the software which go againsts whether the heart and soul sent is complete, i.e. not corrupted. sometimes messages come to the company inbox are incomplete, therefore, this security part may identify such errors on the messages.Possible threat that may occurWhen the message sent is incomplete or corrupted causes the user of that message to record the data which is incomplete or incorrect. For example, when these data are information from customers for keeping their orders the receiver may receive the incomplete data and record them hopping that customers sent only that of he/she has been received. The hard problem come while customer receives the order and sees is incomplete. Then the problem comes between customer and company, and if this problem is adequately addressed, it may break the company image and the relationship with their client.TASK 7WAYS OF MEASURING BENEFITS OF AN E-COMMERCE SITETo be able to know whether your e-commerce site is profitable to your business or not you need to have some ways of measuring the benefits. Nothing can be monitored without having any measuring stick success or development of it, and also e-commerce has its ways of measuring its development.The following are five different ways of measuring the benefits of e-commerce site that were presented by Chaffey (2000) metre business contributionThis measures the contribution of the site in monetary value of revenue, new market penetrations, cost and advantageousness. Revenues me asured here are direct and indirect revenues. Also here we measure how the site contributes on the socio-economic class penetration and how far the company has been expanded. However, we also measure cost and profitability of the site therefore, we analyze the cost used to manage business under e-commerce and also the profit gained as the result of e-commerce.Measuring marketing outcomesHere we measure what e-commerce site leads to the business the sales volume after having an e-commerce site the service contacts and variety and contribution efficiencies. Therefore, we will look at what e-commerce lead to our business whether positive or negative out come. Also we check the level of sales if it has increased or decreased. The level of customer services is higher or degrades. And also we will look at what conversion had brought as a result of e-commerce.Measuring Customer satisfactionHere we measure site usability, exercise, and contact strategies. Therefore, under this circumstan ce of measurement the site benefits. We shall also measure how many customers use our site (frequently or rarely) the performance of our business since weve introduces our site and also we shall measure the contact strategies of the site.Measuring Customer behaviorWhen customer visits to our site we can note contents he/she accesses, at which time, and for how long stays to the site? And also we will examine whether he/she is satisfied or not, for example he/she buy or keep an order?Measuring the site promotionHere we measure attraction efficiency, referrer efficiency, cost of acquisition and reach. By this method we shall know how the site helps on attracting new potential customers also we measure the referrer efficiency, referrer is the site that visitor previously visited before following a link also we will measure the cost that we had used to acquire the site and reach our targeted customers.The almost Appropriate Way to be used by HASM in Measuring Benefits of E-CommerceThe most appropriate ways in measuring the benefits of e-commerce for HASM are origin Contribution Measure and Customer satisfaction measure. The combination of these dickens measurements is most appropriate to HASM because agate line contribution measures the site earnings which is why they exist.Business contribution also measures the contribution of the site on expansion of the businessBusiness contribution also measures the cost used and profit gained which tell us whether the site is profitable or not.Customer satisfaction measures the level of the site in satisfying customer, because we exist by satisfying our customers.And these two ways measure all measurement to all 5 ways of measuring the benefits of e-commerce.Conclusion