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After going through the eCommerce market of Kosovo and selecting one of the best companies in the market, the journey embarks in the position of giving writing down conclusions and recommendations.
Operations and Level of Information
In general none of the active eCommerce businesses in Kosovo are cross-border. None used a platform like Shopify or Magento, they had more or less a custom solution. The language of the website is a barrier of online-border shopping. After the approach and the analysis of the site we can see that the information provided in the shopping experience is more than 75% available in only one language (Albanian).
It is very important and a legal requirement, that the consumer receives information about the trader that it’s buying from. Without this information it is difficult to understand the level of protection. The protection of the personal data should also be available and visible to the user. We weren’t able to detect such information on the web. There was no privacy policy and such information should improve. The Terms and Conditions were accessible, but there requirements in filling more details in the legal aspect.
Contact and Trust
The phone number and email address was clearly visible in the homepage, which creates a fast way of communication between the trader and potential buyer. What is lacking is a Trustmark, which gives the consumer a feeling of confidence.
Delivery and Payment
When it comes to payments and delivery, there is always the comment “Online payments don’t work in Kosovo”, which is actually partially true and delivery is another issue of the missing detailed information of addresses within the country territory. While I talked about this in Part 1, it is positive to find that within 24 hours the purchase will arrive at the required address in Prishtina. In other parts of Prishtina, ordering above 50.00 Euros there are no postal costs, which is another plus. It happens that customers select what to buy and then retreat when clicking checkout since they don’t feel it’s safe to buy online or they don’t like the pay at the door option or through eBanking. The website lacks information of consumer rights regarding return policies, withdrawal or such. This information should be available.
Recommendations
While I was able to go onto some recommendations on Part 2, I would say that some findings are interesting and the following is recommended.
Lexo tek faqja e tij...
Operations and Level of Information
In general none of the active eCommerce businesses in Kosovo are cross-border. None used a platform like Shopify or Magento, they had more or less a custom solution. The language of the website is a barrier of online-border shopping. After the approach and the analysis of the site we can see that the information provided in the shopping experience is more than 75% available in only one language (Albanian).
It is very important and a legal requirement, that the consumer receives information about the trader that it’s buying from. Without this information it is difficult to understand the level of protection. The protection of the personal data should also be available and visible to the user. We weren’t able to detect such information on the web. There was no privacy policy and such information should improve. The Terms and Conditions were accessible, but there requirements in filling more details in the legal aspect.
Contact and Trust
The phone number and email address was clearly visible in the homepage, which creates a fast way of communication between the trader and potential buyer. What is lacking is a Trustmark, which gives the consumer a feeling of confidence.
Delivery and Payment
When it comes to payments and delivery, there is always the comment “Online payments don’t work in Kosovo”, which is actually partially true and delivery is another issue of the missing detailed information of addresses within the country territory. While I talked about this in Part 1, it is positive to find that within 24 hours the purchase will arrive at the required address in Prishtina. In other parts of Prishtina, ordering above 50.00 Euros there are no postal costs, which is another plus. It happens that customers select what to buy and then retreat when clicking checkout since they don’t feel it’s safe to buy online or they don’t like the pay at the door option or through eBanking. The website lacks information of consumer rights regarding return policies, withdrawal or such. This information should be available.
Recommendations
While I was able to go onto some recommendations on Part 2, I would say that some findings are interesting and the following is recommended.
- Do a full redesign of the website to enhance the user-experience and advance the customer satisfaction to a new level.
- Utilize a responsive design so that users can go for shopping in their mobile phones as well. According to Forrester, customers are reducing the shopping time in physical stores, and mobile devices account in some case more than 60% of a site’s traffic.
- Utilize Social Media in defining a marketing strategy and promoting its brand and products. There needs to be a closer approach in customer engagement and customer support.
- Enhance the product information and insert the possibility of users to rate products, comment on them, share or recommend them to friends, etc.
Lexo tek faqja e tij...