Initiative One: Enhance marketing capabilities (Live Chat)

The importance of having a live chat on websites can be beneficial for businesses that want to retain customer relationships, which is why this could be an effective initiative to impose on businesses. It can be seen that “75% of internet users are adopting one or more messenger platforms” (Chatbots Magazine, 2018) like Facebook, with this initiative available it can cater to customers wants and need. And clearly, it shows that 44% of customers online have asked questions through the live chat which have been answered by a live person during an online purchase, it is one of the most significant features a website can offer (Inc.com, 2018).

This initiative allows individuals to interact more quickly with employees. By having this online chat it will increase customer’s loyalty and help maintain long-term relationships instead of short-term relationships. Businesses can “improve their website’s design, and can see where visitors are going and which pages are holding their attention-and which ones are not” (Ieeexplore.brighton.ac.uk, 2011).

It can achieve better results in terms of communication and quality of conversation. Whereas services like chatbots cannot solve problems that are unique, which give this specific feature an advantage. “Capabilities are unique combinations of the knowledge-based, tangible or intangible resources of a firm, and indicate what a firm can achieve by having teams of resources working together” (proquest.com, 2004).

Live chats can be very successful as statistics show that 92% of customers feel satisfied when they use the live chat feature. And according to reports by Zendesk, customers feel most satisfied during their buyer’s journey when using this feature, compared to options such as voice (88%), email (85%), and social media messaging (Facebook 84%, Twitter 77%) (Inc.com, 2018). This could help improve the services provided and ensure instant solutions to problems that could occur.

Another way to improve this initiative is by measuring the effect of the live chat with this model, “it measures the gap between customer expectations and experience” (Ieeexplore.brighton.ac.uk, 2011).For more information check out: http://ieeexplore.ieee.org.ezproxy.brighton.ac.uk/document/6147697/

Tips and advice on how to create an effective initiative with live chats

• Response Time Low – it is important to keep response time low because with a high response time it can cause issues, like customers abandoning issues or “waiting for service in a retail store, can often lead to dissatisfied customers” (ezproxy.brighton.ac.uk, 2017), so to avoid this from happening they could avoid repetitive questions and greeting the customer by the individual names.

• Multiple Tasks– Employee could hold more than one conversation which can help reduce idle time. And they can cater to more than one problem and if similar issues occur then they could use the data to improve future products or services.

• Shortcuts – This helps speed up the process by storing information that is frequently asked by customers. As you can see from the example Nordstrom is a website that provides easy shortcuts to questions that have been inquired before so it is more concise and gets straight to the point. They also advertise their services in a clear format which would be more effective. 

• It is also a good idea to take into consideration that “Marketing capabilities have direct and complementary effects on both revenue and margin growth rates” (Morgan, Slotegraaf and Vorhies, 2018).

Below is an example of a live chat used on this website Nikon However they could improve this by increasing their hours as they close at 5:00 pm. This could minimise sales because most people are off work during weekends and customers are more likely to engage with their services, during the weekends.   

Disadvantages/Risks

However, this can have some disadvantage that can occur while trying to apply this to businesses, for instance:

• Live chats do not last 24/7 so people would not be able to interact with an employee at late hours.
• Another barrier could be that the certain employees might not able to speak a different language so they cannot communicate as much as they would like to. These would be important to take into consideration because companies would need to hire employees that are bilingual to help improve the overall performance so they can maximise customer relations.
• Another disadvantage is that customers tend to have short attention spans so their level of patience can be difficult to handle, and with live chat, it can sometimes frustrate customer especially if they are being put on hold and waiting around for responses. So this could be a risk that should be acknowledged to help reduce these issues in the future.
• Another risk is that it may not meet the expectations of customers and could infect have a negative effect on businesses creating customer dissatisfaction and could drive customers away.
• High Response time

Conclusion:

With all these tips and advice and risks taken into consideration, it would be effective to create an online live chat to help the customer navigate their way through the website and ask for more information about the products and services. It is also important to acknowledge that 92% of customers feel satisfied with a live chat feature, it can also be redesign if it is not working efficiently or not meeting customer’s expectation. However, it is essential that the live chat is concise and clear to see because risks such as high response time could create issues.

References

nc.com. (2018). The Power Of Live Chat: 5 Surprising Statistics That Show How Consumers Want Their Questions Answered. [online] Available at: https://www.inc.com/nicolas-cole/the-power-of-live-chat-5-surprising-statistics-that-show-how-consumers-want-thei.html [Accessed 5 Apr. 2018].

Chatbots Magazine. (2018). Top 5 Benefits Of Using Chatbots For Your Business – Chatbots Magazine. [online] Available at: https://chatbotsmagazine.com/top-5-benefits-with-using-chatbots-for-your-business-159a0cee7d8a [Accessed 5 Apr. 2018].

Top 10 Marketing Software Comparison & Reviews. (2018). Top 10 Marketing Software Comparison & Reviews. [online] Available at: https://www.top10marketingsoftware.com/popular-websites-live-chat-software [Accessed 5 Apr. 2018]

Morgan, N., Slotegraaf, R. and Vorhies, D. (2018). Linking marketing capabilities with profit growth. [online] Sciencedirect. Available at: https://www.sciencedirect.com/science/article/abs/pii/S0167811609000664 [Accessed 5 Apr. 2018].

proquest.com. (2004). The Impact of Marketing Knowledge among Managers on Marketing Capabilities and Business Performance. [online] Available at: https://search.proquest.com/docview/233230257?pq-origsite=gscholar [Accessed 5 Apr. 2018].

ezproxy.brighton.ac.uk. (2017). Examining satisfaction with the experience during a live chat service encounter-implications for website providers. [online] Available at: https://ac-els-cdn-com.ezproxy.brighton.ac.uk/S0747563217304727/1-s2.0-S0747563217304727-main.pdf?_tid=298d29d9-6f9b-4f34-8de5-a289588da3c8&acdnat=1522971565_2b11982d0b94558ee59f2c7e81d509b4 [Accessed 5 Apr. 2018].

Ieeexplore.ieee.org.ezproxy.brighton.ac.uk. (2011). Benefits Analysis of Live Customer Support Chat in E-commerce Websites: Dimensions of a New Success Model for Live Customer Support Chat. [online] Available at: http://ieeexplore.ieee.org.ezproxy.brighton.ac.uk/document/6147697/ [Accessed 5 Apr. 2018].

Initiative One: Customer development and growth strategic initiatives (social media)

The Advantages of this initiative is that it helps to provide a better experience and delivery to existing customers such as:

• Find exactly what customer wants and needs are in order to grow
• Create strong customer loyalty.
• This will let their target market know that they are interested in their wants and needs.
• Increase growth in terms of reaching a larger target market globally through the social media platform
• “Customers will have positive experiences with a brand” (digitalmarketingstrategymg329, 2015).

It has been specified that “Social media is the best marketing medium for creating relationships with customers. When used appropriately it offers two-way dialogue that marketing communications are all about. Which is more challenging to accomplish with traditional marketing campaigns” (digitalmarketingstrategymg329, 2015).

The Disadvantage of this is:

• Expensive to fund through social media which can be an issue.
• A risk that customers might not react to the brands new initiative ideas
• It becomes overly complicated, which can put off existing customers and push them away.
• The initiative idea on Social media marketing could offend customers
• Not representing the brand correctly, e.g. “Pepsi’s Kendall Jenner political protest ad” which led to a lot of backlashes.

Improvements that can help to enhance the social media initiative is through Google analytics. Google analytics enhance the performance of this initiative because it gives an insight for businesses to see:

• Who is visiting their site
• How they reached the website
• What they are viewing.
• Monitor different behaviours of customers
• What they are engaging with the most.
• identify users, locations, age, gender or interests

With this data, companies can analyse what the most successful techniques and approaches are, in order to boost customer engagement, which is also free for companies to use.

The malthouse model can be applied to this social media initiative because “Social media affect CRM and create pitfalls. The CRM house focuses on how different CRM activities—acquisition, retention, and termination are affected by levels of engagement” (Socialmediathinklab.com, 2018). It indicates that “Each element of the social CRM house creates pitfalls, which the company must avoid” and that “In order to assess whether its social-CRM framework is successful, a company must develop key performance indicators (KPIs) to measure the performance of each component of the framework” (Socialmediathinklab.com, 2018). By applying this strategy it can give companies an advantage on what signs to look for and what to avoid and how to achieve the best results through this social CRM house.

Initiative Two: Enhance marketing capabilities (Live Chat)

“The role of marketing capabilities in achieving company’s market and financial success is enormous” (Adel Saleh M, 2015).This can be an advantage to businesses because it allows customers to engage with them creating a more personal relationship through a live chat on a website. “Marketing capabilities contribute to the international expansion of international new ventures by impacting firm’s decision to choose entry modes including higher resource engagement in foreign markets” (Adel Saleh M, 2015).

Marketing capability:

• Has led many companies to positive organisational results which were linked to the following “customer capabilities, functional capabilities, networking capabilities” (Adel Saleh M, 2015).
• Capabilities can increase the “potential range of strategic responses and, finally, enhances customer-based performance” (Adel Saleh M, 2015).

With the initiative to design a live chat room for an online website, it can help customer engagement as it is an important model.

The disadvantages of this initiative are:

• People will not know how to use this tool
• Might not work effectively on mobile devices.
• There is also a possibility people will not like the feature.
• Also, enhance capability marketing can be hard to get customers to engage with it at first because they are not familiar with the model or the idea so this can be a disadvantage.
• Costly

One suggestion that can enhance and improve this initiative is a popular website Hub Spot this allows companies to help improve their customer relations management, Sales, and marketing. It can be linked to an online website where it:

• Create an easier process for business
• Has Quicker interact with customers.
• Gives insight on what customers click
• Creates targeted messages.
• It has a live chat tool
• Team members can create a schedule and book people in if a customer is having difficulty with products/services.
• Employees can create personal profiles so customers know who they are speaking to.

This could enhance the initiative because it has a tool for live chats to help increase sales. It is free for a few month but it can cost “$50 per month per user which includes a lot and can really streamline your process” (Ferguson, 2018).

The Strategy that can be applied to the Enhance marketing capabilities is RAT and CAT this signifies a cycle of “capability exploitation and enhancement. (“The RAT-CAT Cycle.”) (Technology, 2018)

“As companies start to operate in new foreign markets, it will normally find that certain existing products, services or business model need to be modified to the local context in order to maximize the company’s competitiveness in the new market”  (Technology, 2018). “The result of this strategy is a continuous cycle of exploration, exploitation, adaptation, and enhancement”.  (Technology, 2018) If this is applied it can “help strategist understand the potential of the new assets and capabilities to enhance existing advantages” (Technology, 2018) and gain competitive advantage.

References

Adel Saleh M, A. (2015). The Role of Marketing Capabilities in Firm’s Success. [online] researchleap.com. Available at: https://researchleap.com/the-role-of-marketing-capabilities-in-firms-success/ [Accessed 23 Feb. 2018].

Technology, M. (2018). Building Your Company’s Capabilities Through Global Expansion. [online] MIT Sloan Management Review. Available at: https://sloanreview.mit.edu/article/building-your-companys-capabilities-through-global-expansion/ [Accessed 23 Feb. 2018].

Williams, A. (2018). 10 epic marketing campaign fails pulled after public backlash. [online] Cmo.com.au. Available at: https://www.cmo.com.au/article/617581/10-epic-marketing-fails-pulled-after-public-backlash/ [Accessed 23 Feb. 2018]. In-text: (Williams, 2018)

digitalmarketingstrategymg329. (2015). Digital Marketing Strategy. [online] Available at: https://digitalmarketingstrategymg329.wordpress.com/2015/02/23/digital-marketing-strategy-group-3/ [Accessed 23 Feb. 2018]. In text (digitalmarketingstrategymg329, 2015)

Ferguson, D. (2018). Straight Talk Review: Pros and Cons of HubSpot CRM. [online] Tech Smart Boss. Available at: https://www.techsmartboss.com/blog/straight-talk-review-pros-and-cons-of-hubspot-crm/ [Accessed 23 Feb. 2018]. In text (Ferguson, 2018)

Socialmediathinklab.com. (2018). Managing Customer Relationships in the Social Media Era: Introducing the Social CRM House. [online] Available at: http://www.socialmediathinklab.com/have-you-already-read-it-new-study-managing-customer-relationships-in-the-social-media-era-introducing-the-social-crm-house/ [Accessed 23 Feb. 2018]. In text (Socialmediathinklab.com, 2018)

In this assignment, it will highlight the benefits and risks of using social media marketing within the online fashion industry and focus on this specific channel. The research will be conducted to find the best method of social media marketing and how effective it is.

Benefits

“Social media marketing is an important category of digital marketing which involves encouraging customer communication on a company’s own site or social presence such as Facebook or Twitter or in specialist publisher sites, blogs and forums” (Chaffey and Ellis-Chadwick, 2015).

From the research that has been conducted it shows several different methods that are effective in the social media marketing channel. It has been stated that “Social media outlets constitute excellent vehicles for fostering relationships with customers. One specific way to do this is to create brand fan pages on social networking sites” (de Vries, Gensler and Leeflang, 2018). By doing this it can allow customers to engage more with companies and get an insight into their wants and needs.  Through engagement, it can allow “customers to become fans of these brand fan pages, and subsequently, indicate that they like the brand post or comment on it. Liking and commenting on brand posts reflects brand post popularity” (de Vries, Gensler and Leeflang, 2018).

“A significant 89% of all marketers indicated that their social media efforts have generated more exposure for their businesses. Increasing traffic was the second major benefit, with 75% reporting positive results” (A. Stelzner, 2016). From research, it shows us that “In 2011, more than 50% of social media users follow brands on social media and companies are increasingly investing in social media, indicated by worldwide market spending on social networking sites of about $4.3 billion” (A. Stelzner, 2016).

Another benefit is that “Social media also permits the enterprises to collect, register, analyse and use customer data and feedback for better targeting online audiences and customizing its messages” (Nadaraja and Yazdanifard, 2017). So all the information can be used to create better experiences for example companies like ASOS that welcome customers to their websites with their name which is a more personalised approach. Also with the social media marketing feedback is very common and with, “effective use of feedback it can inform product development, market research and help future campaign development” (e-Marketing is in Fashion, 2018).

Sources from:(Google.co.uk, 2018)

Risks

“Using social media to promote one’s brand, products, or services can also implicate trust, privacy, and data security

issues. It is important for companies to be aware of these issues and take appropriate measures to minimize their exposure to liability related to personal data collection, use, and maintenance” (Nadaraja and Yazdanifard, 2017). This is one of many different risks that can have a negative impact on businesses success. In addition to the data privacy issues, “social networking can be especially damaging to marketing campaigns such as negative post responses. Unhappy customers or industry competitors are able to post disparaging or offensive pictures, posts or videos and there is not much a marketer can do to prevent these occurrences” (Nadaraja and Yazdanifard, 2017).

Source from:(Google.co.uk, 2018)

This is very common in the online fashion industry because customers that are not satisfied with their products or services are able to be more vocal and give their honest opinions on their experiences. “Consumer-generated product reviews, images, and tags serve as a valuable source of information for customers making product choices online. Which has increased rapidly on the Internet and have had a great impact on electronic commerce” (Nadaraja and Yazdanifard, 2017). Bad impressions could lead to companies losing sales and prevent the new customer from shopping on their website because of the negative comments. So it is important that companies are consistent and making sure that they are providing the right services to their target market.

Furthermore, the risks are very high on this specific channel because trust will have to be earned and “it is difficult to completely eliminate risk online, therefore, a possible strategy is to find ways to increase trust. If trust is increased and perceived risk decreased consumers can develop positive beliefs in the organisation online reputation” (Chaffey and Ellis-Chadwick, 2015).

Overall this channel can be used to enhance engagement and help influence on purchase decisions which can be useful however it does come with its risk, but with these risks, it can aid companies like ASOS that are based online grow and learn from their mistakes.

References

A. Stelzner, M. (2016). 2016 SOCIAL MEDIA MARKETING INDUSTRY REPORT. [online] Pdfs.semanticscholar.org. Available at: https://pdfs.semanticscholar.org/c900/ae47192dc2d2527520474237ab53ee22c3ed.pdf [Accessed 3 Jan. 2018].

Chaffey, D. and Ellis-Chadwick, F. (2015). Digital Marketing. Harlow, United Kingdom: Pearson Education Limited.

de Vries, L., Gensler, S. and Leeflang, P. (2018). Popularity of Brand Posts on Brand Fan Pages: An Investigation of the Effects of Social Media Marketing. [online] Sciencedirect. Available at: https://ac.els-cdn.com/S1094996812000060/1-s2.0-S1094996812000060-main.pdf?_tid=089df7d6-f0a7-11e7-9c2c-00000aab0f01&acdnat=1514998766_f1043cec6f5578b08354cf901d103791 [Accessed 3 Jan.

e-Marketing is in Fashion. (2018). The Key Benefits of Social Media for Fashion Retailers. [online] Available at: https://emarketingisinfashion.wordpress.com/2012/10/18/the-key-benefits-of-social-media-for-fashion-retailers/ [Accessed 6 Jan. 2018].

Google.co.uk. (2018). benefits of social media marketing – Google Search. [online] Available at: https://www.google.co.uk/search?q=benefits+of+social+media+marketing&source=lnms&tbm=isch&sa=X&ved=0ahUKEwj3l_rFrsTYAhUiAsAKHch2Cq8Q_AUICygC&biw=1517&bih=681#imgrc=8A5ihHyHBK7roM: [Accessed 6 Jan. 2018].

Google.co.uk. (2018). risk of social media marketing – Google Search. [online] Available at: https://www.google.co.uk/search?biw=1517&bih=681&tbm=isch&sa=1&ei=oEpRWoGKN4HLgAaC0JnwBA&q=risk+of+social+media+marketing&oq=risk+of+social+media+marketing&gs_l=psy-ab.3..0i24k1.346559.348645.0.350022.12.12.0.0.0.0.145.1285.2j10.12.0….0…1c.1.64.psy-ab..0.10.1112…0j0i13k1j0i7i30k1j0i8i7i30k1.0.anUPW-Sb2cU#imgdii=bmkDdkLyaPBGHM:&imgrc=n4CyfkGToCvNRM: [Accessed 6 Jan. 2018].

Nadaraja, R. and Yazdanifard, R. (2018). SOCIAL MEDIA MARKETING: ADVANTAGES AND DISADVANTAGES. [online] ResearchGate. Available at: https://www.researchgate.net/profile/Rubathee_Nadaraja/publication/256296291_Social_Media_Marketing_SOCIAL_MEDIA_MARKETING_ADVANTAGES_AND_DISADVANTAGES/links/00b7d52235b90905db000000/Social-Media-Marketing-SOCIAL-MEDIA-MARKETING-ADVANTAGES-AND-DISADVANTAGES.pdf [Accessed 3 Jan. 2018].

Online sponsorships are used in the retail industry to help maximise and connection with a wider audience. This is important because without these sponsorships they wouldn’t be able to enter new markets and generate a buzz.

An example of a sponsorship being used is the H&M summer campaign featuring Beyoncé. Using celebrities and models to promote their products gives them an advantage over its competitors and helps them to engage with their target market.

One of the best ways to audit influencers and interact with their market is the reach-act-convert-engage model. This is a framework which is used in businesses to create an online presence and build relationships. There are four different stages that are required in order for it to work effectively. It can be identified that “Engagement has a positive effect on the audience’s perception of sponsor activities” (Researchgate, 2012).

Reach: This key element builds awareness and creates a web presence. By including influential people into campaigns and creating a unique approach to advertising goods and services, it can attract

a whole new fan base or unique visitors. The advantage of this is that influencers already have a large following so their contribution to the sponsorship would target a new market that was not there before. “Sponsorships provide a way to add concreteness in the minds of the audience. For instance “among brands, some names are more concrete and others more abstract. Pizza Hut is concrete. An image of a pizza quickly comes to mind and we easily understand it’s in a hut (house or building). But, think about words like Verizon or Aon. Absent associations with other objects or words, consumers would have no idea what these brands mean”. (Researchgate, 2012).

Figure from: (Google.co.uk, 2017)

Businesses in the retail industry use this method to audit because they can get an insight on what their target market is interested in and who influences them by exploring competitor’s websites. By reaching out to their audience and interacting with them they are able to connect with the relevant celebrities and models in order to fulfill the wants and needs of their market, which is crucial. This would be evaluated through surveys and analysing the results of their rival’s social media which would contribute choices being made.

Act: This method would concentrate more on the how often people would engage with the influencers on the advert. For example how much page visits would this specific campaign get based on the influencer and whether it is working in an effective way and receiving positive feedback. This would be measured by analysing specific keywords and how often people look up the influencers, for example, hashtags or through Instagram blogs in order to find what influencers the audience engages with.  Another way to measure this would be through google analytics to see which demographic the influencer is interacting with.

Convert: This part will show the progression from the first two steps and give a direct lead on how sales are doing and the revenue aspect of the products and services. The results would be measured in terms of profit and how much of an impact the influencer had on sales. This can be analysed by comparing their results to their competitors. From research it also states that “the most desirable measure from a sponsor’s perspective is impacted on sales, which may be expressed as: (i) increases in traffic at retail points of sale; (ii) number of new sales leads created; or (iii) actual increase in sales associated with a sponsorship”(Taylor & Francis, 2017).

Engage:  Finally, the engagement is what will maintain the relationship between customers and fans in order to achieve the goals. From research, it states that “the most frequently used sponsorship measure is media equivalency values. These frequently inflate the real value of media coverage. Further, this approach is fundamentally conceptually flawed because it measures only the extent of media output and offers no insight as to whether people absorbed the message” (Taylor & Francis, 2017). Nevertheless, it can be seen that “Customer engagement turns customers into fans who remain wedded through ups and downs in intimate enduring relationships and even proselytize for the product, brand, or company. When problems arise in relationships with customer engagement, they are likely to be resolved through passive acceptance or constructive discussion rather than venting or disengagement” (emeraldsight).

References

Emeraldinsight.com. (2017). Customer engagement, buyer‐seller relationships, and social media | Management Decision | Vol 50, No 2. [online] Available at: http://www.emeraldinsight.com/doi/full/10.1108/00251741211203551 [Accessed 1 Dec. 2017]. In text (Emeraldinsight.com, 2017)

Google.co.uk. (2017). Image: R.A.C.E. Process Strategy Guides Your Digital Marketing Tactics. [online] Available at: https://www.google.co.uk/imgres?imgurl=https://webdirexion.com/wp-content/uploads/2016/04/RACE-framework-KPIs.jpg&imgrefurl=https://webdirexion.com/online-marketing/how-r-a-c-e-process-strategy-impacts-digital-marketing&h=601&w=775&tbnid=Sz29DSEABNzS7M:&tbnh=160&tbnw=206&usg=__mIUhR6pOzTad-L4Z1StiCxhvEx8%3D&vet=10ahUKEwj7gLSb1-nXAhWBRxoKHWTMD48Q9QEILTAA..i&docid=I17z8rRAPkpbpM&sa=X&ved=0ahUKEwj7gLSb1-nXAhWBRxoKHWTMD48Q9QEILTAA [Accessed 1 Dec. 2017].

Researchgate. (2012). How Sponsorships work the sponsorship engagement model. [online] Available at: https://www.researchgate.net/publication/262895266_How_Sponsorships_Work_the_Sponsorship_Engagement_Model [Accessed 1 Dec. 2017].

The website that I will be evaluating is EBay this is a very popular website that provides many different products and services to people from furniture to clothing. It also allows customers to sell their own personal items that they no longer need, which gives them the opportunity to earn money in return. It also helps individuals to start up their own business however EBay would get a percentage of their sales. EBay was “Founded in 1995, eBay is a multinational e-commerce company that provides C2C online sales services. eBay’s core business is its auction platform and shopping website through which people and businesses can buy and sell a large variety of products and services worldwide” (statistics, 2017).

“This statistic gives information on eBay’s total gross merchandise volume from 2007 to 2016. In 2016, the auction site’s gross merchandising volume (GMV) was 83.76 billion U.S. dollars”(statistics, 2017).

There are many different improvements that could be made such as direct contact service to the company, in case an order goes wrong for example, if a customer receives a fake product without their knowledge. By having a contact service people will be able to get a quicker response and resolve their issues more quickly. Especially on their app where it doesn’t provide a section where you can contact them as well.

Additionally the website could improve their layout and make it more modern and more attractive which will get the attention of a new target market. Another suggestion that could be incorporated is that they could get more interactive with their audience and make an online chat or group chat which allows customers to debate about features and certain aspects of the company’s website that they do and do not like and come together with different concepts to help.

Overall EBay do provide a relatively good service but because there are individual vendors on the website people have many different experience. Nevertheless as a whole the company have a secure service especially because it is linked with PayPal which is a safer option to pay for products. They also have a fast delivery service and show and estimated date on when customer’s items will get delivered. This aspect could be improve due to the fact that, they don’t have a tracking service to see where your delivery is and when it has been dispatched. Which is a downfall because most popular website such as ASOS, Amazon and other website do this.

Facts,e.(2017).Topic:eBay.[online]www.statista.com.Availableat: https://www.statista.com/topics/2181/ebay/ [Accessed 1 Nov. 2017].