Operating a successful retail business is a challenge, particularly with the changing demands of consumers and the ever increasing shopping methods that continue to become available. At Corra, we specialize in ecommerce websites, but many merchants have more on their plates. Those who also sell their products on marketplaces often need extra help managing all of the logistics that come along with sales channels beyond their own site and stores.
That’s where our partner Volo Commerce comes in. Paul Watson, Volo’s CEO, sat down for a quick Q&A to share more about what Volo offers, why marketplaces are critical, and what customer service really means in today’s ecommerce landscape.
Let’s start with the elevator pitch: Who is Volo and what do you do?
Volo is a new generation ERP system. We want to make selling online as easy as buying online. When you look at what is necessary from the moment a customer buys an item online, it’s amazing all the things that have to happen to get the item in that customer’s hands.
As soon as someone clicks “buy,” a huge amount of complexity comes up in the back end. A merchant has to know if they have stock available, where the stock is in the warehouse, they have to find the right couriers, and so on. From supply to stock to store, we remove that complexity for merchants selling on marketplaces. Volo helps you manage your business, be in control, sell your products, and fulfill your orders.
What does your platform give to retailers that they aren’t getting from their ecommerce platform?
It provides access to marketplaces, detailed information around their suppliers, and anything related to the retail supply chain. And all that data is provided in real time.
If people aren’t trading on marketplaces, do you set them up?
Yes. Consumers lead the buying process, and customer loyalty is gone. There is a trend towards consumers becoming more loyal to a marketplace than a brand itself, if that marketplace gives them what they want, when they want it. So we set our customers up to be able to take advantage of that shift.
The platform and automation Volo provides is one thing, but we also offer services. We have a whole customer success management team that works with the customer and recommends what actions they should take, whether it’s front end for a listing perspective, back end for warehousing, and everything in between. We set up a flight plan to assess what’s working well for them, what isn’t, and how they can reach their goals.
What types of retailers are a good fit for Volo?
Both merchants, or business that buy and sell, as well as brands. Merchants who perhaps already sell on marketplaces and have a web shop as well, but want to expand, they’re a great fit. In the US, we work with a number of fashion merchants, and we work with many car parts and accessories retailers, such as BMW and Ford.
We also work with merchants and brands who want to grow internationally. A good example is our client Superdry, who have done a tremendous job of expanding into new regions. As for brands, many are realizing that they can’t ignore marketplaces anymore, and they need to provide customer service and expand in this area.
Corra and Volo both specialize in fashion. Can you speak a little bit about what you offer fashion clients specifically?
Volo works with over 100 fashion merchants and brand retailers to put them in control of the growth of their multichannel, multi-marketplace and multi-region businesses. They choose us because we have a system that enables them to keep up with the pace of their industry, as well as the complexity. They need to be able to alter their listings quickly to match the changing trends and seasons. They need to be able to list various sizes and colors of the same item. And they need to be able to offer simple, streamlined returns, both domestically and internationally.
What does customer service looks like within Volo? How do Volo team members embody that?
Customer service doesn’t just start when something goes wrong and someone calls up and you try to fix it. Customer service starts from the moment a person engages with the product and clicks buy, and includes everything after that.
We know how important great customer service is to the success of our retailers, so we try to embody those same principles at every stage of their journey with Volo. Our account management and technical support teams understand how to navigate the paths to success in multichannel ecommerce. They know how to get the most out of the Volo platform. They’re also focused on the success of our customers, because when the customers do well, so do they.
Sasha Butkovich is Communications Marketing Manager at Corra, a New York, Los Angeles and London based digital commerce agency creating unified commerce experiences for fashion, lifestyle and beauty. Corra’s ecommerce strategy, design and technology professionals are trusted by retailers of all sizes to implement and support the Magento Enterprise and SAP hybris platforms.