I'll be giving a brief introduction into the processes regarding the Ecommerce business, with the viewpoint of the customer and seller as a whole.
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Customer’s viewpoint:
The customer interacts with the ecommerce site using the internet, they login on the web page of that business and browse through their product catalog, after viewing and settling on a particular product on the site they add it to the cart. This is equivalent to your shopping cart in the mall, once you confirm the order the billing section starts. They input some key details including delivery address and billing info, whether they will offer cash on delivery or credit card option. The Web serve receives the information and computes the billing amount including tax and delivery charges and show it to the customer. Then the customer can provide their credit card information to process the bill once the payment is confirmed the order proceeds through towards fulfillment. The biggest example of an Ecommerce business is Amazon.
Seller’s Viewpoint:
The first point is to capture and attract customers towards the website, this can be done through advertising using social media outlets such as a Facebook ad. Marketing can also be done using traditional methods such as television advertisements and billboards. Then the website must be user friendly the customer should be comfortable browsing through it, sellers can add chat boxes to help customer experience in which they can tend to and ask questions about the products and services.
There must be efficient processes in goods handling and fulfillment, using software’s such as SAP and ERP, once the billing transaction is approved the good must be dispatched towards delivery in the quickest time possible. There must be constant communication and smooth operations from Order capture to fulfillment of the order including payment and transactions. The customer is the key, they should be satisfied in every term, hence customer services must be focused on, resolving customer requirements and issues. Giving them more control over the whole process by order tracking mechanism and 24-hour customer care numbers to enquire about anything relating to the order.
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