We already analyzed other companies in the animal sector such as or . Today, we are going to complete this trio of eCommerce with another of the pioneering online stores in the sector. Do you want to take care of your pet? We analyze for you, the Miscota online store,
The optimal conversion funnel used by Miscota
An unstructured, neglected website, with a dull design, with unrelated categories… that situation would be the ideal of an anti eCommerce (remember our ?). The opposite occurs when we enter the Miscota website. The conversion funnel Or in other words, the steps that the user has to take within the web to get to buy a product, is properly optimized.
And it is that, this store knows how to play its tricks very well in relation to online marketing, and from the home, the user goes through a first step in which he can view the main categories of products. Once selected, we choose the product that we like the most, from a wide range and finally we buy safely.
Therefore, we are faced with a website that makes the purchase process much easier for the usera facility that is appreciated since if we compare with other online stores, the purchase process is complicated by not having clear categories, differentiated products, discounted prices, different forms of payment, or offering products related to the current purchase of the cart .
A design as simple as cozy
We could say that Miscota offers a somewhat simple design that at no time would draw the user’s attention favorably. An uncomplicated design that in many cases, becomes something that harms the user experience, frustrating the trust that the web gives us.
Now, although simple, the Miscota website is very well structured as we said before, not very busy in general and therefore, the design that we said was simple, becomes elegant, familiar and we could even say cozy. Without a doubt, it becomes a perfect space for the purchase of this type of product.
A very complete customer service but … What is missing?
By nature, customers are demanding even with our favorite brands. We always want more and therefore we ask for more. Today, we have reached the point of wanting to be attended 24 hours a day, and more and more businesses are incorporating by magic (technology), a more personalized attention and, as we wish, the 24 hours a day.
On the Miscota website, we will have a very complete attention, having access to a lot of information, such as, for example, to place an order, about the exchange and return policy, purchase privileges, a help center or a contact page.
But what is missing?
New technologies and the improvement of services have given us users the possibility of receiving much more optimal customer service. For example, through your social media profiles, you could offer much more direct contact with your customers. Now, in it is allowed to announce that a service of Customer Support, publicize the schedule and offer a prominent button to contact the company, something that this brand does not take advantage of and many others do.
Facebook has become a very important channel to offer a more complete customer service and unlike Twitter, on this platform Mascota makes the most of all the possibilities to be more connected with its customers and fans. In this case, directly with the messenger chat.
But not only on social profiles. The big online stores and international brands are already experiencing a new technology that this year 2017 will try to standardize and expand among other eCommerce. We already knew the chatbot but now, thanks to the so-called «machine learning«, we will be able to integrate more complex chatbots that learn from the customer and offer a 100% customer service experience 24 hours a day. And above all, a more humanized experience.
What happens to Miscota on Twitter?
As many eCommerce around the world will do, Miscota tries to integrate each of their channels but Miscota does not. First, has deactivated his Twitter account so it closes a window of possibilities and a direct channel of contact with its customers. On the other hand, in Facebook, only links to the web and on Instagram also to the web. Criticisms have not been slow to appear
It’s been 14 days since I placed an order and it still hasn’t arrived when they said it would arrive today at the latest… disappointed is not enough
— luiscabezos (@luiscabezos)
@Miscota_ES or what NOT to do when you have bad and worse management
— Helena Campon (@Hcampon)
. I have a problem with an order from 12/28/16 that has been charged and not shipped. Please get in touch.
– Rosa de Viana (@RosadeV21)
And on the web? Although it is rare, there we only find that miscota It has a presence on Facebook but it does not inform us about its other channels, so it is a very negative point that it should not make.
Similarly, on each social platform you should try to offer “the same content” but using the different tools offered by each of them. This it does more or less although it is true that at least on Facebook, lovers of this brand of pets will be able to see as if it were just another store, all the products with their prices just like on the Miscota website.
Without a doubt, the iIntegration of the online store within Facebook, is a point in favor of the omnichannel nature of this brand, but it still has a long way to go and work. In addition, it does not seem that they are trying to move towards omnichannel and proof of this is the closure of their Twitter account.
Key aspects of an eCommerce: Offers, prices, shipping costs…Would Miscota beat its rivals?
As always, we also analyze the most economical part of the online store since, despite having given great importance to the structure of the web, the design and customer service, for better or for worse, the detail that will normally mark the conversion of the increase in the (exit of the web user), will be the prices.
Indeed, in the case of Miscota, prices are relatively lower than those offered by other online stores in the sector such as Mascoteros. Perhaps it is that they play their online sales strategy better and offer the cheapest products first, but still, focusing on pet food, we can see prices that are too good!
As we have said, Miscota, would win in this sense to a direct competitor like Mascoteros where we can see the following prices:
In addition, the offers and discounts on the different products are very common to find in the Miscota store and in each of the product categories, something that helps keep the user interested in finding the best offer within the same eCommerce.
With respect to shipping time and costMiscota makes its shipments through GLS, ASM…and the best transport companies! shipping methods will vary depending on the selected product. For example, we can find four options to choose that vary in term of delivery and price.
The first would be Pack Pointwhich would be to pick it up at the nearest Pack Point with a cost of €4.99. The next, Regularit would take between 48-72 hours and with a price of €5.99. The third, RegularExpress it would take 24 hours and raise the price to €6.49and finally, Prioritywhere they give maximum priority and you would have the order in less than 24 hours for a price of €7.99.
Different options that adapt to our needs and that differ from other online stores, with much more rigid rates. In addition, Miscota offers us free shipping as long as we exceed 49 euros.
Omnichannel: A pending issue in Miscota
We are in a new year, and we increase our demand with those brands that do not tend to be up to date when it comes to an eCommerce of 2017.
Already in 2016, many eCommerce tried to go from an eCommerce multichannel (many differentiated customer contact channels), towards omnichannel, where the customer is really at the center, and the brands offer them different homogeneous contact points to optimize the user experience on each platform and allow the user who initiates the first contact with the brand on one platform to continue it on another. It is about the integration of all the existing channels of the brand both online and offline.
Stay informed of the most relevant news on our news channel
Facebook Comments
Disqus