When we launched CinnamonTeal Design earlier this month (July 2017), our repertoire included a whole bunch of services that we were already offering our authors previously as part of our self-publishing portfolio. Hitherto hidden behind a curtain of self-publishing services, a nomenclature that did no justice to everything else we offered besides publishing-related services, developing a “graphics and web division” helps us showcase some of the “other” capabilities we have had for long now. Like our website designing service, for instance.
Going forward, therefore, you will find us talking about issues and trends that perhaps a “normal” publisher won’t. Like digitization and archival, or app development. Or the need to have one’s own ecommerce-enabled website.
This blog will enumerate the benefits of “going it alone” and having a stab at developing an ecommerce infrastructure that is managed and monitored by one company, usually the producer, alone. Most businesses already have a website, but sell their products through “marketplaces” such as Flipkart and Amazon. It is not a bad idea to sell through these marketplaces but having the option to sell through your own platform is a big advantage (disclaimer: we develop ecommerce websites for clients, so there is an ulterior motive to this blog).
Here are the pros and cons of having your own ecommerce-enabled website. First the pros:
a. You set your own terms: When you have your own website, you are allowed to choose your own payment and return policies. As a seller of books, we found that Amazon’s return policy, that allows buyers to return books, even a week after they have been purchased as a big source of revenue loss for us. Not only have we found instances in which the book was photocopied, the returned book was, for all practical purposes, unfit for selling again.
b. You are your own competitor: For the time a customer is on your website, you have no other competition. It is then your business to lose and up to you to ensure that the customer does not walk away without making a purchase. For that time, however, there are no deep discounts and other gimmicks by other sellers to worry about, nor the fact that a customer can compare the price of your product with those of other similar products. This also presents an opportunity to ensure that the customer leaves your website feeling good about her experience during her time browsing through it.
c. There is little by way of fees: There are no listing fees, or storage and handling fees, or those gazillion fees charged under quite innovative names. Having your own ecommerce platform allows you to keep costs down. You have, of course, to pay for the hosting and maintenance of the website, and, depending on the payment gateway you choose, also pay a transaction fee, or an annual fee, or both.
d. You get to set your own image: An ecommerce website must be viewed as a digital asset you can use to extend your brand. Therefore you must be very careful of the “image” you portray, how you deal with privacy issues, and how you solve problems faced by your customers. The design of your website must also reflect your brand. You can set up your website to match your “style”.
e. Your website can be tailored to suit your business processes: While selling off a third-party website means tailoring your business processes to meet their requirements, you need not do this if you have your own ecommerce platform. In fact the processes followed during and after an ecommerce transaction, like the way the customer is informed of the purchase and the shipment made, for instance, can be integrated into your way of executing this processes.
f. Your website acts as an additional marketing tool: That means, if properly coded, you can get your products to appear in search results, use your product detail page to highlight the main features of your products, and give your customers a detailed explanation of your products, and use your “about us” and “faqs” pages to properly “explain” your company. Similarly, allow customers to review your products; nothing works like customer testimonials to sell a product or service.
g. You have information regarding your customers’ buying habits: While this is information you have to use carefully (especially taking care to ensure that customers’ privacy is not violated), this information allows you to understand your market better, in turn allowing you to market certain items, understand any seasonality in sales, and cross-sell.
h. You can determine your own geographical reach: Many online platforms, due to restrictions they have placed on themselves, do not ship abroad or ship to only certain countries. Having your own ecommerce platform allows you to sell goods and services to all corners of the globe (unless restricted by the government).
i. You can complement a physical store nicely: An ecommerce-enabled website complements a physical store, if you already have one, very nicely. You can use it to attract customers to your physical store, and sell your stock lying there. For items bought on the website, the store acts as a perfect pick up point, yet another way to tell people there is a store they can visit.
Next, the cons:
a. The upfront costs are substantial: You will have to spend to register your domain name, spend on hosting (which can be paid as a lumpsum or annually), and spend to actually have your website developed. In addition, there will be recurring costs, like the payment gateway cost, the hosting fee (if you choose the recurring option) and the cost of maintaining the website.
You also need to keep in mind that there are costs you might not always be able to track. Like the cost of the time you spend on packaging and shipping, and the cost of packaging material and shipping by post or by courier.
b. Your website will have to be marketed: Just like other websites, ecommerce-enabled or not, you will have to market your website so people know about it and visit it. This translates both into a cost, and into slow pickup (which might mean, that initially traffic to the website will be low).
c. You are your own support staff: You have to take the calls when people have issues navigating and buying on your website, and make sure that the buyer’s problems have been addressed. This is important because it might mean the difference between the buyer returning to your website or forever deserting it.
It may now no longer be enough to have a website that simply displays your products and services. The new paradigm of business implies that you give the customer everything she needs to make a purchase at one point. Having an ecommerce-enabled business might help you achieve that.