Hiya, devoted readers and followers!
I recently got invited to join a blogging competition being held by iPrice.ph. The competition is mainly about helping out your fav online shop or e-commerce shop by being a special adviser to them. Now, this blog is not for everyone, so I suggest you go back attend to your little babies if you have to. :)
To begin with, being in the industry of digital marketing and social media management for almost 5 - years now, has made me aware of the ups and downs of brands. Especially e-commerce site, or should I say, most especially to those new in the industry. I've catered to different industries so I can pretty say that my advises are the ones to be reviewed.
Everyone who follows my blog know how much I love to shop online, from your local online shops to US online shops, and even Korean shops. I seriously, tried it all. Not only that, Filipinos nowadays are very much into shopping online outside of the Philippines. We are constantly looking for what items are hot and trending, most often than not, let's face it, it's either they are not locally available or they are locally available and over priced. Yikes!
Back in February, I recently tried a new e-commerce slash courier system called HalpU.com. You can read my on-going review here.
Now, the site is really great, I felt like it was God-sent to me since you can directly shop for Amazon and Walmart items from their website and have it delivered straight to your door step. What's more to love is that their site is mobile friendly! I actually made all my transactions on mobile. Easy - peasy, right?
However, along the way, I did find a lot of negatives than the positives. Being a regular customer of Shipping Cart and having been able to work with the Hari ng padala before, I knew immediately that there was a lot of things missing from how they do their service. From marketing to delivery, I do have a few things to say.
On my advises, I'll be focusing more on my forte and what I do best at work.
CHALLENGES AND HOW TO FIX IT:
- PRESENCE IS KEY BUT CONTENT IS KING AND ENGAGEMENT IS SALES. Now, it's already good that they have social media presence on these top four social media platforms. However, presence alone is not enough. Creating content for your audience is what matters. I for one, is being paid to create content for brands, I worked for Creamsilk, Vaseline, LBC, Lifetime Asia, FYI Asia, FYI Kitchen, etc. I call them stories. If you create stories for your audience, your audience will be able to relate to your brand, get to know your brand, and engage with your brand. Let's break this down.
HalpU.com Social Media Presence
Facebook = 14,000 likes
Twitter = 15 followers
Instagram = 198 followers
Youtube = 10 subscibers
These numbers are bad for an online business if we are to give importance to social media. and we should cos it's 2017 already! I'm gonna list down a few key points where they should be able to focus but these are also attainable, with or without huge budget.
- What to do with Facebook?
- Grow the community. The fastest and legitimate way to increase your community is by launching a Like Ad. Like Ads will help your page to get noticed only by those that should notice your brand. For example, you can set your audience targeting by their interest. Interest targeting can be very tricky but also gives you most out of your money, demographics and geo targeting on the other hand is will widen your reach but will eat up your budget more.
- Keyword Interest targeting example: online shop, amazon, walmart, online shopper, online shopping,
- Demographics targeting keyword example: 24 - 50 years old, both male and female
- Geo targeting keyword example: Philippines (since the brand caters to Philippines only)
- Get content creators. I highly suggest you get professional artists who can do your wall posts cos your current one are not killing it. Having good creatives contributes a lot to how people see your brand. Content creators are investment. Content planning is easy. at least that's how I think. I love content planning.
- Content suggestion: I'd reco do 1 post per day and see how community will react. When I do content plans, I usually set calendars for daily or monthly themes.
- Mondays: Brand 101 (posts everything there is to know about brand)
- Tuesdays: Ask US (engage with your community by dedicating a specific post for them where they can ask anything under the sun about your brand)
- Wednesday: Hot picks (post trending items in Amazon or Walmart and encourage your fans to click on them. This way, you get to promote what you sell and get traffic to your site)
- Thursdays: Events / Sales / Promotion (Post updates about Amazon and Walmart if they are having sale, better yet, create your own online promotion!)
- Fridays: Customers (Post stories of your customers who received their items, it increases your brand's credibility!)
- Now, these suggestions will highly depend on how your page is doing. When is your customers online? What time of day do they engage? You can check all of that in your Facebook Insights.
- Get a community manager. He/she should be able to respond to all messages and comments in less than 24 hours. Or else, you might loose potential sales.
- What to do with Twitter?
- Grow the community. Seriously? 15 followers? Are these your fellow office mates or relatives? Twitter has become a powerful platform that acts as a customer service tool provider.
- Make twitter as your main or secondary tool to connect directly with your customers. If they have questions, they can tweet you and your community manager can reply to them. It is that simple. This way, you make a purpose for each of your platforms, you cannot be present in all platforms and post the same things to them. That's being one lazy brand.
- What to do with Instagram?
- Similar to my suggestions with Facebook, get good content creators. IG is all about posting nice photos and having wonderful feed. You want people to click on your profile and click that follow button.
- Use relevant hashtags that relates to you brand. Or better yet, make your own!
- What to do with Youtube?
- Videos are a trend in Facebook lately. Have you seen those templated squared vids? They're flying high and going viral! Make use of that and create one for your brand. The topics are endless!
- Top 10 Gadgets you can buy from Amazon
- Healthy treat that you can buy from Walmart
- How to use HalpU in 5 easy steps
- The things with videos is that it shareable. People who will find it relevant will automatically share those vids.
- Youtube on the other hand is much complex arena. My suggstion is getting someone to do vlog style videos as this is the trend lately. Plus, you get to be more direct and authentic with your content versus those commercial type vids. *wink.
The only thing I would reco to change is your chat provider. It took me 3 clicks before the window open. Chat boxes should also be present. Maybe try OLARK. Olark is probably the best chat provide I have ever tried and used as both customer and agent. It is cheap, reliable and gives accurate results from the back end for your agents.
HalpU.com only delivers via sea. Which sucks. Cos, for an online shopper like me, I like things fast, and I will be very much willing to pay extra for a fast delivery. It takes 2 months for Halpu boxes to arrive. And that's minimum. This challenge is pretty much hard to deal with since customs and other government agencies might be involved but if other e-commerce site can do it, I'm sure you can too! Adding that option where your customer can choose to have their packages deliver via air will make a huge difference. TRUST ME.
Whew! That was a lot of typing! That's pretty much it. A lot of my advice really focuses on the social media aspect since it's where the bulk of marketing should come from. Sales will also come from those so it should be given importance too. Other stuff are very minimal and can be solved easily.
I am still waiting for my HalpU box, btw. which I ordered last week of January. I look forward in updating that blog review I linked earlier.
It was fun playing advisor for a while!
Rookie Mommy PH - online shopper advocate (if such thing exists. Haha)