Marketplace is a platform where multiple vendors sell products. Success of marketplace relies upon the ability to recruit and maintain multiple vendors. By ‘recruit’ we mean credible and high-quality vendors. And by ‘maintain’ we mean quality service of these vendors. After all these vendors is the face, extension of the marketplace brand and marketplace promises to customers. Marketplace buyers expect a positive and consistent customer service, regardless of who is fulfilling the actual purchase. After going through various organizations that run successful third-party Marketplaces, we would recommend following points to preserve your brand integrity with Marketplace sellers.
Sales Performance Check
Any marketplace having multiple sellers and multiple products should keep a check upon sales and performance of those vendors. This responsibility must be taken care by accounts and business development team by tracking each and every order. They should be tasked with specific level of service indicators to continually help sellers improve their performance.
Continuous audit of sellers is necessary to keep good customer service consistency. There should be powerful tools and features which track activities of sellers upon customer service, delivery and more. Service indicators can be configured to automatically suspend a seller in accordance with your terms and requirements. The Marketplace team should be alerted of these suspensions and reasons behind immediately, allowing them to take appropriate actions.
Brand trust and transparency
Keeping your products, sellers, terms & conditions straight forward establishes trust and transparency among the customers. Online marketplace is a platform where buying and selling happens without any human interactions. As a Marketplace operator, customers put their trust in your ability to select credible and high-quality sellers. Being transparent means making sellers’ information available, including name, address, shipping conditions, shop and seller ratings to customers. While recruiting sellers – identify, qualify, analyse, and prioritize your sellers. While expanding Marketplace products – see to it you give your customers what they need. Please make sure that resources are available to manage and track their quality of service because this will help you to preserve your brand integrity and showcases your marketplace business dynamics.