TEAM NAME

Moraya
 Flipkart Wired 7.0 – Business Track

AKSHADA SHINDE SANKET MULE ROCKY HAZOWARI

Book Reader Swimmer Editor

MARKET SCENARIO
Current Scenario
Sources: Statista, Business standard
1 Customer Pain Points
Word Cloud based on Tweets mentioning TBBD
• Despite having a Plus membership, customers were
treated as regular clients
• Post-delivery furniture installation problem and
delivery personnel’s lack of courteous behavior
• Inadequate E-commerce platform support for
customers
• Allegations of price hikes & false product discounts
have led people to question the e-commerce
platform’s credibility
• Encountering Issues in the return policy and
Mismatched Delivery
INDUSTRY OVERVIEW
IDENTIFICATION OF BARRIERS COMP. BENCHMARKING RECOMMENDATIONS
48.7% 467Mn 399Mn 360Mn $63Bn 295Mn 167Mn 63Mn
Internet Active social media Rural internet Urban internet Online retail Avg. Amazon visitors Avg. Flipkart Avg. other platform
Penetration Rate users users users E-commerce per month visitors per month visitors per month
revenue
Businesses should optimize digital strategy for
22 E-Commerce Trends Leading the Way
conversion 44 Network Coverage Analysis
Augmented reality enhances the reality of online shopping Getting potential customers to your site is one
22% would be less likely to visit a brick-and-mortar store task but getting them to convert is another
35% of people shopping online more
On-site personalization uses those insights to create
Chatbots improve shopping experiences individualized experiences
Today's shopper wants to be able to find and buy a Buyers of all sorts — including B2C and B2B — are
product in just a few clicks, and if they can't, they get looking for personalized, custom shopping experiences
frustrated online
Customers respond to video
Sustainability is becoming more important
Creating videos for your website is a great way to
50% of respondents wanted more sustainability in the
instantly grab and engage a customer and
fashion industry 75% wanted to see less packaging
inform them about your product or service
Headless and API-driven e-commerce allows continued Mobile shopping is still on the move
innovation 73% of e-commerce sales will take place on a mobile • On average, 1.5GB data pack per month per
It is a solution that allows an online store’s e-commerce platform to be person. During the mega sales event, e-
device
completely decoupled from the frontend presentation layer
commerce sites are under strain so around 1-
1.5mbps of data is consumed, i.e. only 25min
3 Mega Sale Event Tactics of E-commerce Platforms to reach the daily data limit
Amazon: showcasing the range of products and exclusive offers available during the sale • On average 2 family members have
Flipkart: discounts and special offers on social media and their app smartphones & a user spends Rs 350 on mobile
Snapdeal: employ the use of Email Campaigns and reduce shipping costs
Myntra: asking people to share pictures of their moments of receiving & enjoying the delivery of bought goods
recharge in a month so, the family spends Rs.
Meesho: provides access to all 'local and neighbourhood’ markets of India at the lowest prices, for both the seller 700, and the average family income per month
and consumer is Rs 23,000. So, not affordable extra data pack
 SURVEY ANALYSIS
Primary Research 152 people Urban 128 76 Customer
80 E-commerce Users faced
Sample Size
72
Rural Users Barriers Segmentation

Research Insights 3. Social Influence &

Perception
Customers who lack
knowledge or awareness
Need: Require targeted
marketing campaigns,
about e-commerce mega-sale
Barriers Faced By Customers • Reading negative comments on shopping events
use of social media
1. Technical barriers Facebook, Twitter, and
• Users with access to the internet
experience slow connection during peak • Unreliable internet Instagram Need: Require reassurance Customers who prioritize
hours of mega sales events due to connection • Impact of negative reviews & 1- such as buyer protection trust and product quality
network congestion. • Slow internet speed star performance guarantees or positive reviews & authenticity
• Limited access to
• Customers avoid using the site high-speed internet 4. General Limited access to internet
connections, lack of access to Need: Offline options, offer
throughout the entire sale period • Difficult to navigate Barriers discounted or subsidized
because of being unable to purchase devices required for online
website • Unawareness of shopping internet packages
during initial days of heavy traffic. • Old devices increasing Participation
Barriers the event. Prioritize savings & hesitant to
loading time • Lack of awareness Need: Transparently pricing
• Users who primarily access e-commerce participate due to concerns
platforms through mobile apps of digital information, clearly highlight about price transparency,
encounter glitches. payments. any additional costs hidden costs
2. Monetary • Language barrier.
• Customers tend to leave more negative Barriers • Lack of trust based
comments or reviews than positive ones • High data cost and limited plan on a previous Unfamiliarity with e-commerce Need: Clear and user-friendly
interfaces, implement strong
due to a perceived lack of support from • High shipping cost order. shopping platforms, difficulties
security measures to build trust
e-commerce • Lack of trust in online transactions navigating e-commerce websites

Awareness of sales events Influence of Social Media

Barriers for Internet Users Negative Feedback from Customers
80% 65 % Platforms
72% Amazon’s Great Flipkart’s BBD
60% Indian Festival 42 % 11 %
48% Technical Facebook
You Tube
Monetary
25%
Social Influence & Perception
20 % 25 % 68 %
Meesho’s Mega Other(Myntra, Instagram
General Blockbuster Nykaa, etc.)
 ULTIMATE SOLUTION Recommendations
Benchmark Indicators Flipkart Amazon
Customer Service
• Customer support representatives frequently
avoid resolving issues.
• Immediate to calls & Issue resolve quickly than flipkart. Flip-Charge:
Promotional Activities
• Super coin zone to get hefty discounts.
• humorous ad campaigns target a wide range of • Campaigns with SmartROI are currently unavailable on Amazon India
Partnering with telecom companies to offer
businesses.
• Better filters, trending keywords and adjectives for the products are
exclusive data plans during Flipkart’s BBD can
Display of Review
• Flipkart lacks all of the features and makes it a
manual search for customers to research the
visible on top of the reviews.
• Rating Chart , which gives an overall average of how the product is. &
attract customers with limited internet access.
reviews. Search bar for related queries E.g. A Five day Voucher plan during BBD with
Geographic Reach • Significant presence in tier 2,3,4 cities
• value items are marginally lower on Amazon than on Flipkart , so no
to all tier cities but have international presence.
exclusive offers.
• Internet Banking, Gift Cards, Cash on Delivery,
• It has its own payment option, i.e. Amazon UPI is available along with
and Wallet
Payment Methods Amazon ICICI credit card, Amazon pay later, and much more apart
• Offers credit borrowing option called Flipkart Pay
Later. Simpler Than Amazon
from conventional payment methods Flip-trip:
User Interface (Navigation) • Simple, Highly Attractive
• No lot of gimmicks , quick to load and single page have multiple
results.
BBD 2022 saw that people prefer Shirdi and
Rating on Google
• 4.3 • 4.2 Varanasi as the most preferred tourist places by
Play store
Number of reviews on
• 26 M • 7M
partnering with travel companies to offer exclusive
Google play store
• Flipkart has the feature available while you are
• Notify when product added or stock out if It is in Wishlist or cart.
travel vouchers aligning with Indian culture and
browsing the product only.
Unique features • Flipkart shows you the recommendations on the
• A separate page where you can discover the style of your products by
liking or disliking the products shown to you for instant
their preferences.
basis of your search history on Flipkart only.
recommendations. (Customized Option)

Regional Focus
• Have different language but can change only in • Amazon provides its services in different languages, both for its app Video Review Display:
app not on website page. and website, equally.
Gift Option • NA
• Amazon are offered as Gifts, which means Amazon will package the The quality of the video as a review for the
product as a gift along with a gift note written by you to the recipient
Save for later while Checking out • Restricted to 24 Items • Unlimited products should not be so high, so it will use less
Strength
• Customer support service - interface and not Weakness data and be efficient for people with limited
• Exceptional Brand • Excessive advertisement
supportive service. Recall expense. data and internet access.
• Gift Options - Can improve this section • High Volume and • Flipkart plus is simple
Gaps • Time for loading - Multiple Ads took slightly higher range of products reward program for
shopper but they failed to
Identified time than amazon
Opportunities build great impact Flinfluencers:
• Display of reviews - Manual search needed currently. Threats
• Language barrier on webpage - webpage only in • New market Content by Micro Influencer in Vernacular
Development. • Buyer Power & Switching
English, difficulty for regional users • Delivery excellence • Threat of Intense Rivalry Language and Short Video format(10 sec-30 sec)
• Save for later option restriction - Restricted to 24 • Secure & streamline • Stringent Government
items. payment like amazon Regulations User Engagement through info/entertainment