PART FOUR: ALTERNATIVE ACTION SELECTED. AliExpress is a growing business which aims to conquer the World and count billions of users shortly. However, the number of complaints and dishonest sellers affect the organization’s credibility. Consequently, the company needs a plan to encourage customers to trust its platform and services. Research and investigations have resulted in the proposal of five alternatives to solve the problem.
1. Alternative one: improve and continue to promote the Buyer Protection Program
2. Alternative two: create a shipping and certification company
3. Alternative three: improve customer service
4. Alternative four: improve the selection of sellers
5. Alternative five: create events to connect sellers and buyers …show more content…
The live chat will provide customers a more convenient communication channel. People operating this channel will be multilingual and recruited by the company. The training will benefit the entire customer service department and will be given by consultants and experts contracting with the company. Meetings will also take place regularly to discuss the problems and need of the team and find solutions, always taking into consideration customers’ interests. A team will also be constituted to design, track and manage shipping labels. To improve customers’ interaction with the company, the web developers will first add to the website an illustrated section named “About us” to allow the public to discover and know the team that keeps the business active, the culture of the company, and the events or activities organized. Another section to add is a link to the platform’s blog where people will discover tips, discounts, and an answer to their …show more content…
To make it possible, the IT team will modify the enrolment system that will require more documentation to the seller and provide a unique identification number. To this number will be linked reviews, number of complaints, and level of trust. The company will have the right to temporarily or permanently deactivate the seller’s account and will require training or certifications before being readmitted on the platform. When a seller obtains a certain number of complaints, the system will immediately send a warning, and more sanctions will follow if nothing changes, the most severe sanction being the definitive expulsion of the seller. The evaluation of the sellers will require a team of mystery shoppers whose task is to order products randomly and evaluate the products’ quality and the sellers’ behaviors. Based on the mystery shoppers’ reports, unethical sellers will be spotted and receive a
1. Alternative one: improve and continue to promote the Buyer Protection Program
2. Alternative two: create a shipping and certification company
3. Alternative three: improve customer service
4. Alternative four: improve the selection of sellers
5. Alternative five: create events to connect sellers and buyers …show more content…
The live chat will provide customers a more convenient communication channel. People operating this channel will be multilingual and recruited by the company. The training will benefit the entire customer service department and will be given by consultants and experts contracting with the company. Meetings will also take place regularly to discuss the problems and need of the team and find solutions, always taking into consideration customers’ interests. A team will also be constituted to design, track and manage shipping labels. To improve customers’ interaction with the company, the web developers will first add to the website an illustrated section named “About us” to allow the public to discover and know the team that keeps the business active, the culture of the company, and the events or activities organized. Another section to add is a link to the platform’s blog where people will discover tips, discounts, and an answer to their …show more content…
To make it possible, the IT team will modify the enrolment system that will require more documentation to the seller and provide a unique identification number. To this number will be linked reviews, number of complaints, and level of trust. The company will have the right to temporarily or permanently deactivate the seller’s account and will require training or certifications before being readmitted on the platform. When a seller obtains a certain number of complaints, the system will immediately send a warning, and more sanctions will follow if nothing changes, the most severe sanction being the definitive expulsion of the seller. The evaluation of the sellers will require a team of mystery shoppers whose task is to order products randomly and evaluate the products’ quality and the sellers’ behaviors. Based on the mystery shoppers’ reports, unethical sellers will be spotted and receive a