Vietnam's e-commerce (e-commerce) market is entering a new phase with many changes. Consumers are not only interested in product prices but also place higher expectations on the overall shopping experience. Product origin, service quality, consulting capabilities and after-sales policies are increasingly becoming significant factors affecting purchasing decisions.
New brand strives to standardize operating procedures
Each brand has its own way of adapting to the increasing demands of the market. With Royal, the online business journey on e-commerce begins with building a systematic operating platform.
Since officially doing business on Shopee in 2024, the business has focused on standardizing processes in all stages, from building product image, managing inventory, processing orders to customer care, in order to bring a consistent and convenient shopping experience for consumers.
Mr. Truong Khac Tuan, Business Director of Royal, said: "Since participating in e-commerce, we have determined that product quality needs to go hand in hand with operating quality. Therefore, Royal focuses on investing in standardizing product information, building booth image and training a consulting team so that customers can easily access full information about quality standards and the origin of products.
At the same time, the enterprise has designed separate packaging standards suitable for helmet products, ensuring that each product is packaged to suit the specific size and shape.
In the process of perfecting operational capabilities on e-commerce, businesses also take advantage of the platform's sales support tools and programs. “Data and training programs for new sellers from Shopee have helped us significantly shorten the time to get acquainted with e-commerce. Through operational indicators, we can identify points that need to be improved, such as optimizing images and building livestream activities to increase interaction with users. These adjustments have contributed to boosting our conversion rate”.
Thanks to gradually standardizing the process and effectively leveraging support resources from the platform, Royal currently maintains high user ratings, as well as recording the number of orders and customers returning to order online on Shopee increasing steadily every month.
Long-standing businesses seek new ways to reach consumers
If Royal focuses on building basic processes, Bitex is facing a completely different problem of improving operation.
Possessing a diverse product portfolio with a customer base ranging from students to parents, Bitex recognizes the continuous changes in consumer shopping behavior through generations. Faced with this problem, effective operation is no longer just about having a product management process, processing orders, but businesses also need to innovate their approach and interaction with customers on e-commerce.
Accordingly, Bitex has proactively utilized Shopee's tool ecosystem to diversify touch points with customers. The brand develops short content on Shopee Video with learning topics such as computer math tips or handwriting instructions to visualize product features. At the same time, Bitex's team operates livestream sessions to advise and interact with customers throughout the month, especially on the platform's major campaign day.
At the same time, the business also improves customer care activities towards specialization, with a well-trained consulting team, ready to answer in-depth questions, from technical parameters to features suitable for the usage needs of each customer group.
The combination of a professional consulting team and automated chatbots has helped Bitex maintain a chat response rate on Shopee of over 95%, thereby improving customer experience and improving the conversion rate for many product groups.
In addition to innovation efforts from the business itself, Bitex said that the brand also receives a lot of support from Shopee during operation. Regular updates from the team in charge of the industry help businesses quickly grasp market trends and adjust strategies accordingly.
Not only that, a representative of Bitex also shared: "In terms of operation, we appreciate the close coordination between Shopee and the platform's shipping partners, helping to bring a variety of delivery options, ensuring a convenient and timely shopping experience for users, thereby contributing to further strengthening positive reviews for Bitex.
Despite different development stages, Royal and Bitex both show continuous efforts in improving operational capacity to meet the increasingly diverse requirements of consumers on e-commerce. This journey of the business always has the companionship of the platform with tools, index systems and practical support solutions, contributing to expanding long-term growth opportunities for the Vietnamese brand.
