Commerce Media Co., Ltd. is pleased to announce that it has expanded the scope of its "EC Operation Outsourcing Service" and has started providing operational services including order processing and customer support (CS) on weekends and holidays.
Background of the expanded service scope
As the EC market matures, consumers' purchasing behavior is no longer limited by days of the week, and businesses are required to provide faster delivery and respond to inquiries more quickly. Furthermore, on major sales platforms such as Rakuten and Yahoo! Shopping, delivery speed and response quality are considered important factors influencing sales performance, increasing the need for operational systems that include weekends and holidays.
However, for many EC businesses, securing staff and managing labor on weekends and holidays is a significant burden, leading to issues such as "shipping operations stopping on holidays" and "a concentration of response workload at the beginning of the week."
Until now, our company has provided comprehensive support from EC site construction to operation and logistics support. We have now strengthened the system of our existing operation outsourcing service and expanded it from mainly weekday operations to a support system that includes weekends and holidays. This will enable smooth EC operations, with uninterrupted order processing and customer support even on weekends and holidays.
Service Highlights
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Improved customer satisfaction through order and CS support on weekends and holidays:
We will handle order confirmation, sending of thank-you emails, shipping instructions to warehouses, and customer email responses on weekends and holidays, which were previously handled on the next business day (e.g., Monday). By establishing a response flow that includes weekends and holidays, lead times for delivery will be shortened, contributing to improved customer satisfaction and reduced cancellation rates. -
Equalized workload through a day-of-the-week independent operational system:
While weekend logistics support is progressing, many operational systems still experience a concentration of order and CS responses at the beginning of the week, leading to an uneven workload. By distributing order and CS tasks across weekends and holidays, our company can reduce the burden of weekday responses while continuously meeting the delivery and response quality emphasized by each marketplace, such as Rakuten's Saikyo Yokujitsu Haiso (strongest next-day delivery) and Yahoo! Shopping's Yuryo Haiso (excellent delivery). -
Flexible response to weekend events and sales:
In addition to order and CS tasks, site operation tasks such as product registration and banner updates can also be handled on weekends and holidays. This enables operations that seize sales opportunities, such as sales promotions timed for weekends and sudden site updates during events. -
Linkage with the entertainment EC support package "eDoorz":
This service can be combined with various support plans provided by our company, such as "eDoorz," an EC support package specializing in the entertainment industry. It provides strong backup for sales support, especially during weekends when live performances and events tend to be concentrated.
▼Service details here
eDoorz: Entertainment EC specialized construction and operation support package
Through the expansion of the "EC Site Operation Outsourcing Service," we aim to free EC businesses from the burden of daily routine tasks and holiday responses, allowing them to focus on product planning and brand value creation, which are their core competencies.
Moving forward, we will continue to strive for improved operational quality and strengthened support systems as a partner to accelerate the growth of EC businesses.
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