13 concise ideas for the expansion of any e-shop
So many articles, podcasts and videos. Who can watch and listen to all this?
Probably each of us thought of this. But few said it out loud. Well, we need to be educated always and everywhere.
In the article you can read for example:
- what steps to take at the right moment
- how to prepare for expansion into new markets
- what is important (not) to do in order to succeed
"Vrťo", i.e. Tomáš, our CEO, has been in several podcasts and interviews in recent weeks. We decided to extract the most important ideas from them and combine them into this short list.
These topics and links are still relevant, even if some were made a few months ago, but we know from our experience that they are evergreens that are still valid. Therefore, we bring you the most important thoughts from the interviews.
If you are interested in anything, Tomáš will be happy to talk to you in more depth, just send him an email.
1. Translate with Mr. Pareto
Analyze your portfolio, compare numbers and prioritize. Some products, categories and brands will be more crucial for your business than others. Accordingly, you can consider how many translations you can automate through today's already very functional AI tools and what to focus on with manual translations.
2. Don't skip the "after care"
Taking care of the customer after the purchase is just as important as the effort to make the sale itself. Focus on high quality transaction emails and fast communication in case of returns or other non-standard processes, thanks to which the customer will always know what is happening with his order or return.
3. The (phone) number matters
You’ve been there – you are looking at the contacts of an online store and suddenly there is a foreign area code. Even if you know the language, even if you have free international calls, the data confirms that such a situation is discouraging and at the end of the day you can lose a potential customer. If you're interested in more, check out our Numbyx service.
4. Voicebots make it harder for people
With the integration of AI tools and voicebots into customer support processes, this job can become surprisingly more challenging. A voicebot can handle simple and repetitive questions, so the more complicated tickets which are more difficult to solve, reach the customer center.
5. Prevent customers from writing to you
This does not mean that you should turn off Daktela or your other communication tools. We just want to tell you that better communication with the customer directly on the web or by email and regular information means that the customer is satisfied. Which means saved customer support costs.
6. Budget is KING
Expansion is not cheap. Have a pre-prepared budget that is only used to enter a new market and be prepared for the fact that expectations may be more optimistic than the real situation. Returns can start slowly, take longer, so you should prepare a budget that does not jeopardize the cash-flow of your project.
7. Loca, loca, loca
Localization. This is a term that you will hear (from us) more often. Every market is different. And it is precisely the preparation for local differences that must be given sufficient space, because as it can be the decisive factor. The correct payment and delivery methods, as well as the UX differences of individual countries, must be perceived and tested directly on the new market.
8. Ready for change
Markets are changing, the geopolitical situation is fluid. Be prepared that as soon as you set up your flow and get used to the processes, change is inevitable. Recently, we have experienced Covid, war, the entry of large foreign players. All this changes the rules of the ecommerce game and you need to adapt to them.
9. Emails are leading the game
Email communication is still leading in communication with customers. We know from our data that 50-60% of tickets from customers come in the form of emails. Behind them are phone calls, somewhere around 25-30%. The remaining communication is distributed among other platforms, social networks and other smaller channels.
10. (Home)work first
Play later. That's what we used to listen to when we were kids. Now it’s work first, expansion second. We explain to our clients that it is important for them to have their business working at home, to have mastered processes and customer care, before they try to grow into other markets.
11. Get inspired within context
We can find inspiration around us endlessly. You can read our blogposts and case studies or go to educational conferences. But the important thing is to see the inspiration in the context of your segment. Therefore, focus on the right market, business size or industry in which you operate.
12. Step by step
We would all like to grow up immediately and everywhere. But you should go gradually, step by step. Instead of several countries at once, always focus on only one market, where you establish yourself over time and only then start thinking about the next country. Scale the current market first, exhaust all growth opportunities, and only then think about new expansion.
13. Don't forget to educate yourself
No further explanation is needed at this point. However, in the rush of work duties and incoming emails, we often forget to sharpen the axe and "chop with a blunt". Put a regular slot in your calendar for education. And in return, we will soon bring you popular tips from our employees or clients.
"During our 10 years of existence, we have come to believe that expansion is one of the few options for e-shops to build a long-term profitable business. The growing power of marketplaces and the entry of large foreign e-shops into Europe confirms this not only for us, but especially for our clients – the e-shops themselves."
If you've already gone through the expansion, you may have subconsciously nodded your head at many points. Of course, the situation is always different and in every project there are moments that can surprise us and exceptions that confirm the rule.
But we will deal with that again next time.
However, the Expandeco team is ready at any time to help your e-shop as a reliable partner at every step of the journey beyond the borders. If you have any questions, take advantage of the free consultation option and we will be happy to help you.