We have a discussion with Daniella.io who has created 50+ videos about Ecwid tactics on YouTube on her favorite tips for Ecwid merchants. We cover the following in depth with numerous examples so you can think of how to apply to your business:
- Abandoned Cart Recovery Emails
- Coupon Codes
- Cross-sell/Upsell
Εμφάνιση σημειώσεων:
- Daniella.io
- Abandoned Carts How to
- Coupon Codes
- Προτεινόμενα Προϊόντα
- “Mandatory” Cross Sales
- Wix Integration
- Link to eBook (Coupon code PODCAST)
Αντίγραφο
Jesse: Γεια σας παιδιά! Jesse Ness here with the Ecwid podcast, Είμαι εδώ με μου συνδιοργανωτής Richard Otey.
Richard: Πώς πάει, Jess? Πώς είσαι?
Jesse: Είναι καλό. Έτσι, ναι, today I think I’m excited about this podcast, επειδή, ξέρεις, a part of the reason we started this, we just wanted to have an e-commerce conversation. Ξέρεις, if I have a happy hour with some friends, that are in the business, what kind of questions am I asking them, how can I, ξέρεις, find out how to bring my business forward, Έτσι, ναι, I’m pretty excited.
Richard: ναι, this is going to be a good one, Daniella’s, οπωσδηποτε, how long she been working with Ecwid? I know she doesn’t work for you guys, but the work with you guys.
Jesse: So many years, Νομίζω, for listeners of the podcast here, you might actually be hearing a familiar voice, Έτσι, Daniella has made probably fifty to a hundred Ecwid videos and posted them on YouTube. Έτσι, that’s only the first fact about Daniella, Έτσι, ξέρεις, let’s bring her on, Daniella.io — she is a freelancer with over ten years of e-commerce experience, and like I said, she’s created, like fifty to hundred Ecwid videos.
Richard: She manages Ecwid store, σωστά? We will ask her.
Jesse: Έτσι, Daniella, Πώς είσαι?
Daniella: Hi Jesse and Rich, τι κάνετε παιδιά?
Jesse: Να κάνει μεγάλη, Πώς είσαι?
Daniella: I’m super happy to be here today with you, thanks for having me on the podcast.
Jesse: ναι, ναι!
Richard: Φυσικά, φυσικά!
Jesse: Έτσι, Daniella, we’ve mentioned all the YouTube videos, so you are kind of a like a queen of Ecwid videos, Έτσι, thank you for doing all that.
Daniella: That’s my pleasure, I really love the product!
Jesse: Φοβερός! εννοώ, so that’s why we had you on. Ξέρεις, we’ve noticed you in a lot of different places and really want to help out the Ecwid community, you’re putting out this great content, ξέρεις, both on YouTube and I know you have some clients. Έτσι, explain to us, what exactly do you do, how do you explain yourself?
Daniella: Σίγουρος. I started working with Ecwid, Καλά, using Ecwid back in 2015. I was looking for a versatile e-commerce solution, that was really user-friendly, that can integrate multiple websites actually at a time, and that didn’t require any development, because I’m not a developer, I’m more an entrepreneur, and I really wanted something that would easy to use with my clients. Και, ναι, I came across Ecwid, I was super enthusiastic about it, and I started helping entrepreneurs to get online with it. And they always had the same questions, and I don’t like repeating the same things so many times, so it’s like: “I’m going to start making YouTube videos!”
Jesse: So just turn on the camera, τύπος “Ρεκόρ,” και ναι, φοβερός!
Richard: You hit the whole rinse and repeat thing, you rinse and they can repeat over and over on their own. Αυτό είναι υπέροχο, good idea.
Jesse: Έτσι, Daniella, you mentioned that you found Ecwid several years ago. Έτσι, since I handle the marketing, how did you find Ecwid, what did you search for?
Daniella: ναι, αυτή είναι μια καλή ερώτηση. I was actually part of a business incubator. Πράγματι, I’m still there now. And I was talking to a couple entrepreneurs there, and I was asking, ξέρεις, τι πρέπει να κάνω, I was making an e-commerce platform. I was looking to make something kind of along the line of an eBay and sense that people could come on, have their own store and manage their store themselves, within a marketplace. And I was talking to people, should I go with Magento, should I go with all these other solutions that exist. And one guy said: “Have you heard of Ecwid?” I hadn’t, so I looked it up, and that’s one I discovered the product.
Jesse: Φοβερός. Ευχαριστώ, to whoever that guy was.
Richard: Is he still in incubator?
Daniella: Ναί, he is still actually.
Richard: So thank you, for real.
Jesse: ναι, απολύτως. Word in the mouth is the best advertising. Έτσι, I’m glad that he loved it and gave you the advice. Έτσι, that was a couple of years ago, when do you think you started using Ecwid?
Daniella: ΕΚΕΙΝΗ ΤΗΝ ΠΕΡΙΟΔΟ, πίσω στο 2015, I started helping people to get online with it and then now I have my own Ecwid store too, so I use it for myself.
Jesse: Το κατάλαβα, Έτσι 2015. so not even that long ago, Πραγματικά, Έτσι, φοβερός, but you had several years, how many client websites have you worked on?
Daniella: ναι, since then, I’ve helped — at least actual people that I worked with directly — about fifty entrepreneurs, to make their stores online, it’s so easy and so quick to get online, that it’s been easy for me to help fifty people directly. But I know that from my YouTube videos I’ve helped many other people, and sometimes it gets questions like: “γειά, Daniella, I really like how you are explaining this, could you help me with this and that?” Those I get a couple every week that coming here and there.
Jesse: Τέλειος. Έτσι, εννοώ, that’s a pretty good segue, you’ve helped all these people on YouTube, and now we’re taking that it’s pretty to a wider audience via the podcast. Έτσι, τέλειος.
Daniella: So happy to be part of that.
Richard: ναι, καλό πράγμα. And it’s a part of the whole philosophy too. εννοώ, you’re solving your own problem at first, σωστά. Είσαι ένας επιχειρηματίας, you’re an action taker, you went to this business group. And someone told you about it, next thing you on the own it, here we are two years later, you’ve got fifty stores that you’re working with people and lot of that spread because you realized, you need to keep the things that were easy easy, σωστά.
Because if you’re an entrepreneur, there’s always an endless number of things that you need to do. Και έτσι, these little things that you are doing to solve it, σαν, first picking a good cart to work with it, that was easy to work with, was one, δεύτερος, you realized they’re all asking the same questions and you could answer those in a video, so you could get back to work. Because I think if you had to keep answering all those videos, or all those questions all the time, you could never get to the fifty stores, σωστά.
Daniella: Οχι, definitely not.
Richard: So you’re solving your own problems and keeping this processes as easy and free flow. Sounds to me, to be a big part of what’s helped you get these many customers, aside from having an obviously bubbly vivacious attitude. Σαν, that doesn’t hurt any. Do you think that kind of happen and you’re solving your own problems is led you to have these many stores or you just, do you want more? Can you handle more?
Daniella: Ευχαριστώ. εννοώ, Ecwid is an excellent product so it’s been easy to just be like “Hey, look at this” and it’s a user-friendly, so it’s been very easy to find people, who had the issues, όπως, ξέρεις, a lot of the solutions take fees on their sales, or those barriers to entry, like hosting and set up the installations, and you need a developer. All these things entrepreneurs do not want to do it, and neither do I, και ναι, Ecwid was easy to find those people to get them online, so it’s been pretty easy, thanks to the product, ναι.
Jesse: Καλός, Καλός. εννοώ, I didn’t prompt you to say that or paid you for those words. Έτσι, υπόσχομαι (γέλιο). ναι, when you started with these clients, Ecwid could be put on a lot of different platforms, we usually use Ecwid with WordPress, or what was the other platforms that you are working with generally?
Daniella: Back when I was doing my own project, I was figuring out how I could get all of those stores into the same platform. I started using WordPress, and it was very easy just to add an Ecwid store to a WordPress page, and there you go ahead a platform with a bunch of Ecwid stores on it, that was managed by individual users, so it was very easy to set that up.
Jesse: Σίγουρος, still, your clients can still, if they want to create a blog post on WordPress, it’s already right there, they have access, they don’t need to ask you, they could just do it.
Daniella: ναι, I love optimizing things and if you are booking an independent and own those things, because of a side note. Some people contact me, they’re asking if I’m in a web agency or things like that, and I’m really a freelancer and an entrepreneur. My true belief is that your website, your domain name, όλα αυτά τα πράγματα, το κατάστημά σας, your online store for entrepreneur those things, they asserts, they belong to their companies. And I don’t like taking those things, and contrary to some of that agencies, I have the philosophy to teach people so they can be independent and manage things on their own.
So when I started creating the platform using WordPress, there are a bit of a learning groups, I did have to teach people a little bit how to use that, but if some people wanted to independent on their own, have their own store and website, that they could manage very easily, I’d usually worked for them, and if they were local too. I’d usually directed them to WIX, which is also very easy to set up Ecwid within weeks, probably two platforms that I worked with the most so far.
Jesse: Σίγουρος. So if they were a little bit more technical and had some trumps, maybe WordPress, but if it’s just going to be, maybe the easier option might be weeks for some people. Was your thought?
Daniella: ναι.
Jesse: Δροσερός. Καλά, Daniella, I mean want to help you with your sharing of knowledge in teaching, Έτσι, let’s talk about the first tip you want to share with the audience about converting abandoned carts. Let’s break that down into, ξέρεις, I know what that means and Rich does, but for the people, that might not know what we’re talking about. What exactly are abandoned carts?
Daniella: Σίγουρος, ναι. Abandoned carts are pretty much a cart that your client started, they put a couple products in the virtual cart, and then they started the checkout process, but then they never finished it for some reason, they just didn’t completed their order. Sometimes it’s a lack of time, sometimes there’s a technical issue, για παράδειγμα, I’ve already seen that PayPal timeout and the people have to come back later on to do it, so there are multiple reasons why, but the first time I noticed that was actually in 2015. I had a client, who had $400 εγκαταλελειμμένων καροτσάκια, just sitting on the account, και ήμουν κάπως: “γειά, αυτό είναι $400 just sitting there, that you can convert easily.” And he was like: “Ω, what’s that?”
Έτσι, I showed him how to set it up, back then you have to do it manually, so you just have to send an email, but recently I could come up with the really cool feature, you could automatically send your customers an email after they abandoned their cart. So two hours later an email can automatically go out to remind them that they have an abandoned cart and that they could come back to their order and complete it if they wish.
Jesse: Φοβερός. So you have helped that cliented a particular, you helped him to set up his process, ξέρεις, και ναι, έχεις δίκιο, so Ecwid did make it automated now. Ξέρεις, how hard is it to set up one of these…
Richard: Περιμένετε, Περιμένετε, Περιμένετε. Before we go on that, I’m interested how much of $400 did he convert, when he did it?
Daniella: ναι, it’s actually interesting, I saw that Ecwid released a statistic that 15% of abandoned carts are usually processed, and that’s exactly what I observed, σχετικά με 15% of his $400 that was converted.
Richard: Ομορφη, so it worth this time.
Daniella: Απολύτως, ναι. Και τώρα, Καλά, to answer Jesse’s question that he started, I think he was asking, how hard it is to set that up with the abandoned cart automation now. It’s literally a click of a button.
Richard: Έτσι, if you made, ξέρεις, $50 back in a click of a button time, that’s a nice per hour rate.
Daniella: Απολύτως. It’s not complicated at all.
Jesse: Ουάου, Έτσι, εννοώ, Δουλεύω στο Ecwid, I didn’t realize what’s that easy. Έτσι, βασικα, most merchants potentially have some money just sitting there, where you go into the abandoned cart section to set up the email. Did you customize an email for clients now, or it’s like it’s just ready to go up a push of a button?
Daniella: Ecwid already offers a customised message within the, when you go to the abandoned cart section, and you click on that to open that automation you click “Εντάξει” I’d like to activate that automation, there is a pop up, you can change the message, that’s there by default. You can customize it with your own information if you wish, or you could leave it the way it is.
Τίμια, I usually leave for the way it is, I was going to modify, but it’s perfect, it’s pretty straightforward, είναι σαν: “γειά. We noticed that you placed an order up for this product” (with the product usually named) και, ξέρεις, you could be like: “Εάν έχετε οποιεσδήποτε ερωτήσεις, or need assistance, είμαστε εδώ για να σας, and here’s the link, if you would like to complete your order.” Έτσι, that’s the most important thing is there by default.
Richard: Ενδιαφέρομαι, two hours sounds like a perfect demand of time. Did you choose that time or there are available times you can send it within there? Or do they just know that a multiple time in Ecwid?
Daniella: ναι, I think that time is set by Ecwid. I didn’t see any places where you can edit it, Έτσι.
Richard: Two hours is perfect. I just wanted to know because I didn’t know either that was that easy and sounds like: “Ουάου, someone was thinking ahead, σαν, let’s just put this optimal time, let’s make it super easy, a click of a button.” It would almost be silly for someone that’s hearing it right now, that owns an Ecwid store to not go right into their store, and walk through this. I wish I do a whole another this podcast specifically to walk someone through. Could you walk through, like is there a way you could do it right now in a few seconds or do you have a store or something there?
Daniella: Σίγουρος, I could do it really quickly actually from memory. I know the interface pretty well.
Richard: You’ve worked with fifty stores, you probably have done this a couple times now.
Daniella: I’m actually going to check just to make sure real quick. Γιατι το ξερω, there’s been a couple updates to the Ecwid interface recently, some really cool new things that Ecwid is releasing, and some of the options have been changed places, so I just want to make sure I…
Richard: Καλώς. Let’s go ahead and talk more about it. εννοώ, if you could do it on the background and if you find out, είναι εντάξει, but if not, we can keep just talking about abandoned carts in general. Έτσι, στο σημείο σας, are you found it?
Daniella: Το κατάλαβα!
Richard: Καλώς! Έτσι, προχώρα.
Daniella: The user would go to “Οι πωλήσεις μου” and then click on “Abandoned Carts,” and then read at the bottom of the page, it says “Recover abandoned carts automatically”, just click on “επιτρέπω” και έχει τελειώσει.
Richard: Καλά, and you’re now making two thousand dollars an hour! As long as you have four hundred dollars at least to your cart. ναι, Αυτό είναι αστείο.
Jesse: ναι, Έτσι, εννοώ, so if I’m a merchant and I’m listening, this is your commute, ξέρεις, pullover, take on this not, this is just a…
Richard: Super easy tip, ναι.
Jesse: Do not drive and log into your Control panel, ξέρεις, αλλά ναι. A super easy thing to turn on, you are going to start sending emails to customers immediately, that put stuff in your cart and then left the process. Everybody does this, this is not a spammy tactic, you can be kind of fun with the emails, ξέρεις, σαν, depending on your product, if you have a boutique, ξέρεις, «Hey, looks like you ran at the front door, and you left this bag behind, ξέρεις, chasing you down the sidewalk with a special deal” There are always to be creative, even if it sounds maybe a little cheesy. There are always ways to make fun.
Richard: It wasn’t horrible, εννοώ, you are trying to be fun, and you did there on the fly. That was actually not bad (γέλιο).
Jesse: There are no notes here, παιδιά. We’re doing it live. Έτσι, εννοώ, Daniella, any other thoughts on abandoned carts, that you’ve set up for your clients, that you would like to share?
Daniella: Οχι, but I definitely recommend that the customers use this option, it’s there, and it works, Έτσι, definitely activate that if you can.
Jesse: Φοβερός, perfect tip.
Richard: Έτσι, what were, so you’ve had this frequently ask questions, you started making this videos, other than abandoned carts, what was another, what was another thing that someone could take advantage of, a tip and/or a frequently ask question?
Daniella: Σίγουρος, ναι. Another thing, people usually ask about, was coupon codes, how to set them up, πώς λειτουργούν, όλα αυτά τα πράγματα.
Jesse: For people that haven’t seen this since the Ecwid control panel, ξέρεις, this is basically a way to send an email to customers, ξέρεις: “γειά, we’re having a sale, what’s the holiday that’s coming up, do you need to clean some inventory.” Essentially open up your own inbox and see all the emails that you’re getting from all the e-commerce companies and you can borrow those ideas, and coupon codes are what you do, that’s the mechanics to actually to make this work
Richard: Did you see anything, when you were working, because you have a lot of clients and so I’m interested in that merchants, that’s listening and wondering what do you offer? You don’t want to give away, you have a margin that you work with, do you start with the small number, like five dollars off and worked it up for ten, couple days later, σαν, do you have some sort of thing that you saw, when you were working with coupon codes across various merchants, that you would get different results?
Daniella: Within my merchants or me as a Daniella.io?
Richard: All you, σωστά, because you’re sounds like, you are e-commerce too, so just in general, when you’re using coupon codes, what’s a good way for you too, what did you say in your video? Other then other set it up, σαν, what do you think someone should be doing when they set up their coupon codes inside Ecwid, we’ll put in links to YouTube or let people know to follow you more, but what would you say to them as far as when trying to figure it out how much?
Daniella: εντάξει. Έτσι, usually a good practice is to have some indication as to where and how the person got the coupon code within the code, or at least within Ecwid, at least have some kind of note somewhere as to did I give it away in person, did this person use this code when came to an event that I intended. Was it through networking, was it at the conference that I gave at the end? There was a conference when I gave off coupon codes, and then the people used the codes they came through the conference. Was it in the trade show, στο κατάστημα, σε απευθείας σύνδεση, για παράδειγμα?
The reason for that is to understand where your best sales channels are. Because if you know that at the conference there are fifty people that use your coupon code in your store, it was another that worked there. And maybe you want to go back to that conference next year because it was because it’s something that worked for you, your marketing and the coupon code had return on investment. Έτσι, there’s that a good practice to have some kind of education, so it could be, για παράδειγμα, you name your coupon code “TRADESHOW”.
Richard: It completely makes sense, αν και, like you would name it what it is if you’re going to internet retailer or something.
Jesse: Ή, σαν, if you’re going to the farmers market, and you’re putting up your tent and your table there, and you’re giving people customers, σαν, all that farmers market April 21, σαν, ξέρεις, give yourself some tip for later, that they’re like: “What the heck this Ecwid coupon code for, ω, ναι, yeah we read a trade show, or this was a promo that I did for Father’s day.”
Richard: Μου αρέσει αυτή η ιδέα, plus you can segment now, Έτσι, when you’re putting that coupon code together, that answers kind of whatever it’s going when you’re working with the margins. You know how much that trade show cost, you know what type of client, you’re going to possibly get out of that trade show, it’s different for different merchants, but no, that’s a great idea to name it, the actual event, so it’s probably clear in their mind too, επίσης, what does this coupon code for, πάλι? Ξέρεις, you could almost name it within that, ξέρεις, “SPRING50” for some sort of fifty per cent off for spring sale or something too, Έτσι, make sense.
Daniella: Απολύτως, and I guess, in the world that we are on today, people think of coupon codes online a lot, they be like: “εντάξει, we get that coupon code in podcast and emails, articles and blogs, and you’re getting in your inbox,” but don’t forget to use them in person still, σαν ένα, in conferences and trade shows, as a sign-off after you’re giving a whole bunch of free content, it’s always good too, within the farmers market, γιατί όχι. You can give a coupon code and say: “γειά, use this in my online store,” it’s a good way to get people, that are your physical customers to come online and purchase from you in your online store.
Jesse: Σίγουρα. Έτσι, Daniella, εννοώ, there is a lot of ways to use coupons, ξέρεις, can you give us a couple examples, that you would, ξέρεις, advise your clients to use them, σαν, when would you use a promo?
Daniella: You can use them to reward loyal customers, Μου αρέσει πολύ, particularly, because I don’t know, sometimes you’ve been a customer for a company for many years and you, Δεν γνωρίζω, talked about it to many, many people. And you never feel like the company thought of you, it’s cool to get a coupon code from a company that you really, really love and you could share it with other people or something like that. It’s a good way also to encouraging word of mouth. Έτσι, ναι, I’m rewarding loyal customers a one way.
Jesse: Καλά, εννοώ, with that too, σαν, αυτό είναι, for e-commerce owners out there, I really hope you’re grabbing emails, so when you make a sale you definitely should be storing those emails somewhere. Και μετά, ξέρεις, if you need a reason, maybe you need to place the inventory, you could always make a sale to your list, σαν, that the easiest money in e-commerce is repeat sale to your existing customer list. Και, ξέρεις, you’re not paying for the marketing, so if you paid for the marketing to get them at the first time, this is essentially free, Έτσι, do not be afraid to send promotional emails to your existing customer base, not maybe everyday, take it easy, but don’t be afraid to do it.
Daniella: Απολύτως, ναι.
Richard: To your point there though, with the loyal customers. I really love that idea and I’ve done it a few times with various customers, clients of mine as well. What’s really worked very well is what appears to be random too, σωστά. Jesse’s point is a hundred percent correct, don’t be afraid to market to your list, but since we’re talking right now about rewarding a loyal customer, περίπου, if it doesn’t feel, like marketing to them, but actually it’s not the same, σαν, it’s because it spring, or it’s because it’s Christmas, or it’s because of this, but it just really feels, because you are thankful for them being your customer, I’ve seen an event have a larger lift, Δεν γνωρίζω, if you’ve ever tried something like that that usually goes around the holiday and you’re trying to do your promotion at the same time, but one of your input if you’ve ever tried something like that, Daniella, do you have any thoughts on that?
Daniella: I haven’t tried it, but I definitely have a couple companies that I really, really like and, ναι, Δεν γνωρίζω, I feel like sometimes you get that question “How likely are you to refer to this company”, I think it’s the NPS – Καθαρό Αποτέλεσμα Ανάδοχος. If you got a 10 επί 10 I want to reward those customers, I really want to, σαν: “γειά, thank you so much for being so enthusiastic about our company for referring it to your friends, σαν, here’s a coupon code if you want to share it with your friends, the next people that you were referring to.” I think that’s a really good idea, I haven’t seen it implemented towards me or my customers, I haven’t seen them implemented it either, but I think it’s a really cool idea and I definitely want to try it with some clients in the future.
Jesse: Σίγουρα. Πράγματι, I wanted to add it to Daniella, I know these are your tips, but I want to add one to, I’ve personally used them on my own business to basically solve customer service problems. Έτσι, if somebody’s calling in about a delivery problem, ξέρεις, “this was late”, “I expected it to be different”, και τα λοιπα., like whatever the reason is, it’s very easy to give them a coupon code for a future order, and that coupon might be a little bigger than you would like to give if you were giving them a refund, because they basically have to order again in order to use that coupon. Έτσι, I’ve seen that used very effectively to diffuse difficult customers. They might start out yelling at you on the phone, but by the end, ξέρεις, ένα $50 ή $100 gift certificate, ξέρεις, and they’re smiling and telling their friends about it at the end of the call.
Daniella: That’s a great idea, yeah for sure, ναι.
Jesse: Daniella, your next step, what is your next tip on coupons?
Daniella: On coupons, well another thing you can use them for is, like I was saying before, encourage offline buyers to purchase online. Έτσι, you’re saying, I hope that you guys e-commerce owners out there, store owners out there are taking your customers emails.
Of course you probably do it online, right when they’re placing an order, but also in person. Some people will say NO, και αυτό είναι εντάξει, but if you can get their emails in person from your physical customers if you own a brick-and-mortar store, and then offer them coupon code, if they make their first purchase online, it can be great. Some people actually make it higher return on investment through online sales than in-store sales, if you’re one of those people who want to encourage your physical buyers to purchase online, using coupon codes and getting their emails for coupons is a good way to do it.
Jesse: Απολύτως.
Richard: Αυτό είναι υπέροχο, you can probably use it both ways too, Είμαι σίγουρος, σωστά, σαν, you have some sort of driving them from offline to online, just getting a bounce around in either of your ecosystems going to probably make a stick your customer. εννοώ, you’re obviously not going to sell pizza online too, αλλά, σωστά, if there was something where “Hey, print this out and come in or just show us on your phone come in the store, come into the restaurant, coming to whatever it is”, you could do this both ways, Ακούγεται σαν.
Daniella: Οπωσδηποτε. ναι, αυτό είναι υπέροχο.
Jesse: ναι, Έτσι, Daniella, because you’re the YouTube “πως να” specialist here, can you give a quick rundown of where you would go inside the control panel?
Daniella: Απολύτως. Έτσι, if you’re in the Ecwid control panel and you’re not driving right now, σωστά…
Richard: Maybe we should put time stamps for this.
Daniella: You go to “εκπτώσεις” and then you can create a discount coupon. Έτσι, you add a new coupon, I might have a video on my YouTube channel, it goes in detail on this, because it’s a little complex in the sense that very easy to create a coupon code, but there’s a little button called “No limits” and that offers an extensive array of, σαν, possibilities.
Richard: You mean, σαν, “no limits” on the possibilities? Ουάου, so I was thinking there.
Daniella: I didn’t think of that, but it’s really good. Unlimited possibilities with this button you can apply your coupon code to a subtotal on all orders, or you can limit it per category, ανά προϊόν, it could be a one-time use or more than one use.
Jesse: Τι γίνεται με τη ναυτιλία? Can we do free shipping with that?
Daniella: Οπωσδηποτε, ναι, απολύτως.
Jesse: εντάξει. So basically just get creative and get in there and start to see, σαν, you want percentage off, dollars off, certain products, maybe there’s a product you do have too much of and you want to clear it out, ξέρεις, σαν. Έτσι, if you can think about it and you see all the emails you get in your inbox, you can replicate that inside of Ecwid, it doesn’t take that long, and I think we’ve come to a point in the world now that people expect coupons. Έτσι, if you’ve bought from a place, you expect of it eventually to get an email from them to check in, and coupons really come a part of that transaction.
Daniella: Οπωσδηποτε.
Richard: Ω, είναι υπέροχο. Did you or do you use coupons much in your e-commerce and what is your e-commerce store yourself?
Daniella: It’s Daniella.io/store. Pretty much in my store, I have Ecwid e-books. Couple e-books that I wrote for Ecwid because I really like the product and I had a whole bunch of ideas, Έτσι, it’s just a couple of e-books that are close to the business.
Richard: Have you found out after how many downloads of these e-books does it turn into a client? You don’t have to answer that, I’m just messing with you, I’m a marketer too, Έτσι, I just constantly I could go down so many paths, I got to keep it on track here, I’ve got to keep it on track.
What’s another one of the things that come up in the how-to videos that you have as far as, what people can do, unique ways to maybe they’ve gotten to the store, you’ve sold a product or they’re about ready to sell a product, is there a way to maybe increase the average order or get a bigger sale out of presenting things in a different way? Do you have any tips or anything come up with something like that?
Daniella: ναι, οπωσδηποτε. There’s something that people don’t think about all the time, or they know of, or they’ve been they’ve already used, but they don’t offer in their own e-commerce, and that’s cross-selling, up-selling, and down selling or maybe they do it in the store in their brick-and-mortar store, but they don’t do it online. Έτσι, I could explain maybe this more about these things: cross-sell, up-sell and downsell.
Richard: ναι, let’s hear it, ακούγεται καλό.
Daniella: εντάξει, Καλά, cross-selling is a way to increase your revenue but at the same time you want to offer good service. Έτσι, a couple examples of that are Amazon’s customers who purchased A also purchase B, για παράδειγμα, I just bought a new mic for my recordings, I hope the sound will improve on my recordings, thanks to this, and I bought it on Amazon, and when I purchased it, they offered to get the arm with it which is great, because I needed something to prop it up on my desk and I didn’t think about it when I was buying the mic. Έτσι, it really helped me, and Amazon made this cross-sale pretty easily, because it’s something that I needed with Mike I was buying, Έτσι.
Jesse: Φοβερός. Και έτσι, Ecwid merchants actually had that same ability to set up that same, ξέρεις, upsell opportunity?
Daniella: Απολύτως. It’s really not hard to set up within Ecwid. Did you guys want me to go into how to do that within Ecwid?
Richard: Οχι, you could still just talk about a little bit more about cross-sells in general and then will maybe pop down to see if it’s pretty easy to do over a podcast, αν όχι, we can always go into detail later and do some of our webinars, Έτσι.
Γενικά, I’m just wondering how people would do this, what should they be thinking about when they’re doing these cross sales, εννοώ, αυτό είναι προφανές, but not so obvious, σωστά. Another one, a friend of ours that Jesse and I that we used to work with and he still has an e-commerce store, he used videos a lot, he did iPhone parts and when he would do a video on how to replace a part, then he would also show other things that you might need, σαν: “Ω, if you’re going to replace this part you’re going to need this tool, and you’re going to need this magnifying glass to see that small part,” or whatever and so. It’s fascinating to me how much you can potentially increase that average order value if you really think about the customer experience, where the customers are, what they’re really doing and even though you used Amazon as an example there, into Jesse’s point Ecwid could do this. It’s in you know of your customers, even though their machine algorithms are good. Watch, you are going to get things for mics for the next 3 εβδομάδες, although you already bought the damn mic, σωστά. Έτσι, we can actually do better than Amazon, when we get really think out the customer path, because we know them, we talk more, ξέρεις, είναι υπέροχοι, and there are behemoth and you know the whole another segment we should probably talk about, you should probably have that store as well. Αλλά, just because of their sheer size, but it for this being able to control in your Ecwid store and knowing your customer and your customer’s journey, that could be a very powerful way to up the average order value.
Daniella: Απολύτως. There’s a couple questions that, σαν, listeners can ask themselves to help them to figure out what they could cross-sell together if they weren’t, για παράδειγμα, could you sell your product with a service? Για παράδειγμα, if you have a product that needs a repair service, or a warranty or a guarantee, those are easy cross-sells. Επίσης, does it need some other product to work, για παράδειγμα, you are giving the iPhone; definitely I’ve already had that experience myself where I was going to fix an iPhone, but I didn’t have the tools to do it. Έτσι, if I had seen a cross-sale that was offering me those tools, I would have got them for sure.
Richard: Shit, we should have you go to his site.
Jesse: Whoever said that store of wasn’t thinking they yet to think? What do people need as soon as they buy it?
Richard: I’m surprised, If you had done a YouTube video search first on how to do it, you probably would have found this, but you’re entrepreneur going for it on your own.
Daniella: That’s it I wanted to get it done. ΤΕΛΟΣ παντων, αλλά ναι, they’re also, Δεν γνωρίζω, if the listeners, if they have e-goods, that’s another way of cross-selling if you want to offer a downloadable product with what you’re selling, it’s another way of making sure that your customers have a good experience with the product sometimes.
Richard: That’s a great idea there because you got an e-book and now you give even hyperlinks in their back for other products and/or services in your store in the e-book.
Daniella: ναι.
Jesse: And you have a pretty decent margin on an e-book as well, so you get to keep that money. So who are other examples of sellers that should think about it, ξέρεις, an up-sell, cross-sell?
Daniella: Actually I had one client recently who is selling candle holders online, it’s a thing that you put waxing, and it makes a room smell really nice. I’m sorry I only know the word in French for it, but I’m not going to say it.
Jesse: We can be bilingual there, go for the French word.
Daniella: I worked with her in French, αλλά… She just wanted to make sure that her customers knew that they needed a special wax for it to work correctly, σωστά. Έτσι, she was like: “I want to offer a cross-sell, but I want to make sure that my client takes action and say no I don’t need it if they don’t need it, or “yes I do, Εγώ δεν κάνω’ have any in a home”. Ecwid didn’t offer that specifically. You couldn’t cross-sell products easily you be, σαν: “γειά, do you want to buy this with that?” It’s not mandatory, and in that case, we just made an option, and we made sure that the person has to take action on that to cross-sell. So it’s really cool that you can do, μόλις ξέρετε, “Those who purchase A also purchase B, are you interested?” regular cross-sell, ή “γειά, do you want this product?” and that’s more of a mandatory cross-sell when they actually have to say yes or no.
Jesse: Το κατάλαβα. εντάξει, then you’re covered, the customer had the option, they had to actually click something in order to say no.
Daniella: Aha. And that is important for some other clients I worked with, who are selling batteries. They were selling it in a brick-and-mortar store, but they have the possibility of purchasing online, and for legal reasons, the person actually had to say: “Ναί, I heard that I need this product, but I don’t want it.” Έτσι, sometimes there are constraints that make you say yes or no, and you have a legal proof like the person said no, they didn’t want to buy it with it. Έτσι, it depends on the cases.
Jesse: Τέλειος, this case. ναι, Έτσι, I think it’s kind of to every merchant out there to think about, ξέρεις, “εντάξει, the products I’m selling, is there something I tell them in the product description, σαν, oh yeah you’re going to buy this,” and then you need this. If you’re not selling those items, you’re definitely leaving money on the table, you don’t want to tell them to go to Amazon.
Daniella: Οχι.
Jesse: Δροσερός, Έτσι, ξέρεις, any other ideas on cross-sells?
Daniella: ναι, one idea. Always make sure that your cross-sells are pertinent. I’ve seen some clients do some cross-sells that just don’t make sense. Cross-selling is a great tool, but make sure that what you’re offering does go with the other thing, I mean that the two items should go together or three or whatever, as many items are you’re cross-selling, but it should make sense.
Jesse: εντάξει, τέλειος.
Daniella: Σαν, don’t cross-sell a banana with the bike, σαν, ξέρεις, you want to cross-sell a bike with a helmet, ότι έχει νόημα.
Richard: I was going to date myself, we used to have banana seats on our bikes.
Daniella: Banana seat, εντάξει, that’s a good cross-sell! Banana seat.
Richard: Έτσι, as far as an up-sell in a scenario it was, some people might be thinking that you know, that sounds very similar. What is the difference between an upsell and a cross-sell?
Daniella: Ναι, cross-selling is more of a suggestion, unless you’re in the case where you know, you’ll have to ask the client if they want the product but, up so is more where, ξέρεις, the customer is interested in the product, but they might be interested in something as a little bit higher quality or higher perceived value.
If we look at iPhones, για παράδειγμα, someone’s purchasing an iPhone and they could buy the latest iPhone, but they’re still the one that they’re buying the older version, maybe you want to up-sell, and you want to try to sell them the better version one, and they can compare them and have a look and see, ξέρεις τι εννοώ, it’s offering, ξέρεις, the higher-end product and letting the client decide if they would rather have that one.
Richard: Is that usually happening, σαν, they put it in their cart and then you’re trying to do it after they’ve put it in the cart, or what exactly, where is that happening for them, how are they experiencing it?
Daniella: So within Ecwid for the clients that I have, we’ve mostly done it within the description. So it would be in the part description you just say: “γειά, if you are interested in the product that, ξέρεις, higher-end or,” we used a better word than what I just said.
Richard: “If you don’t want that scrummy product…”
Daniella: Οχι, wouldn’t say that, but that word that correctly, but you would link to this product, the other product that can have a look at. And explain why maybe that one would be a better choice, it’s always customer service, if you want to offer good service, maybe that product actually is better, the one that they’re looking at, ξέρεις, little bit cheaper, might not last as long, but it’s still a good product, but you still want just to see if they want to go towards the higher-end products.
Richard: ναι, I’m sure there is always a percentage of your market, we’ve a kind of experienced in working with different clients and on their own stores, that they’re just some clients, if you let him know there’s something more high-end, there’s just going to be a percentage that will always take it, I can’t guarantee it’s going to be a large percentage but they’ll be some percentage of your customers that will take the higher-end offer.
Daniella: Up-selling can be going for a higher-end product, but it can also be, you know like, για παράδειγμα, αγορά 2 παίρνω 1 Ελεύθερος, you’re up-selling, because the person is going to buy two, but they’re also going to get another one, or they’re going to buy one, maybe they’re thinking of buying one, but now they’re going to buy 2 να πάρω 1 Ελεύθερος.
Richard: That’s actually a good question, I’ve never really asked you that just is and maybe you know, like say someone was doing a book launch, could you set it up where it’s like, αγόρασε ένα, buy three, buy five, ξέρεις, to where you can kind of have these different packages to almost to encourage them between the lines, σαν, buy some for your whole family for. I’m putting you on the spot here because I have no idea, I could dive in and find out pretty quick, but have you ever seen anything like that or?
Daniella: Τίμια, I haven’t set it up in Ecwid, but if I had to think of a quick workaround, I know that you could offer a coupon code, Έτσι, για παράδειγμα, if you put that offer on, if you went to the “No Limits” επιλογή, and then you made that offer on specific products, and then you made the subtotal that had to be a certain amount, and the person used the coupon code in which case to be able to use the offer, or if it’s buying 2 παίρνω 1 Ελεύθερος, υποθέτω, it’s a version of buy 2, you just send him one free, you don’t even have to set up anything in Ecwid for that.
Jesse: Σίγουρα, εννοώ, so that’s one way to do it, I think another way, that’s used commonly is, ξέρεις, people need to hit a certain threshold, σωστά. Έτσι, ξέρεις: “γειά, περάσουν $100 και παρε $10 off or spend a $150 and get free shipping.” Έτσι, there are several ways that you can incorporate your upselling there, and there are couple ways to do it. But definitely a lot of terms that by hitting a certain threshold, so people need to spend more money at the store.
Daniella: ναι, good call, ναι.
Richard: I can imagine too, like at checkout, that would be a great spot also there oh and maybe the up-sell shortens the time frame for them to be able to, ξέρεις, “we’ll assemble it for you” or whatever the thing is, σωστά. Who knows what someone’s business is that it’s listening right now. But once they’re in there, there might be some what’s that phrase again, where are you it’s cheap, it’s fast, and it’s good you get a pick too? Έτσι, είναι σαν, μπορεί, the up-sell is, σαν: “Ω, you got it,”ξέρεις, fast and or you got it good and cheap, αλλά, ξέρεις, you can help sell the faster or something like that, ξέρεις τι εννοώ? Not necessarily shipping it faster, but you don’t have to be a service business or something probably to take advantage of that. So you were also mentioning down-sales — what exactly is that?
Daniella: That’s kind of the opposite of up-selling in a sense that the person’s looking at the mid-product at a mid-market product and maybe that customer would actually want the lower-end product. Έτσι, you have to know your customer personas pretty well to be able to gage this to apply it well to your products. But sometimes if you notice, για παράδειγμα, there’s a couple indicators that can show you that you should be down-selling, για παράδειγμα, if you notice that your customers are leaving your online store without purchasing at a specific product they always leave on that product, they never purchase it, maybe you could, ξέρεις, have a pop-up that comes up and say: “γειά, ξέρεις, if you buy this other product, that’s lower perceived value, still a good product, αλλά ξέρεις, a little bit less expensive, maybe doesn’t have as many options and features on it, maybe you’ll be able to catch sales, before they leave your store with that pop up so.
Richard: Ανδρας, you just gave me a great idea. I think either that or I’m just dreaming. We’re such a comparative species, that if you could, as long as you’re not misleading and you actually had a real product you were trying to sell for a high price, and you knew, that most people weren’t going to be able to afford that product, and you’re almost doing it like it’s a car commercial during the Super Bowl, and you see that lease, and it’s for that great price, but then in the fine print you’re like: “That’s not the one that shown in the picture though.”
I’m not necessarily saying to be misleading, because they’re not either, you got a limited amount of time, and we’re trying to catch people’s attention. So what I really mean by this is if you had a real product there, and you knew they aspire to get to that, the down-sell could be: “γειά, you not quite there yet, or how about this,” and almost of a psychological play in being transparent, σαν: “γειά, you might not be able to afford this yet, but you aspire to do that how about this one, ξέρεις, I like an entry-level version of that high-end product.”
And then they don’t feel like: “I’m buying a low-end product,” it’s like we came you presented in such a way where it’s almost you giving them training wheels to get to that higher-end product.
Daniella: ναι, σίγουρα, like of being something that works too.
Jesse: I think this is Elon Musk’s idea here, this is the Tesla 3.
Richard: “I know you want the Tesla S, but that’s a lot of money. Here is the Tesla 3, it looks kind of the same, but a little smaller…”
Richard: “But for those who want a rocket…
Jesse: You’ve got the up-sell and down-sells covered, I mean that’s a pretty wide range there from trips to the Moon down to a, call that an entry-level car.
Richard: That’s hilarious!
Daniella: If you wanted to bring it to like, our listeners who maybe don’t have Teslas to offer. One thing I saw was really cool, ήταν, I had one customer selling music, and they wanted, they notice that like CDs sometimes, ξέρεις, people don’t use CDs anymore these days, and you have to ship it in the physical product. And they decided to down-sell with a pop-up using downloadable music, he’s like: “εντάξει, I’m just going to let them be able to download it. I don’t have to ship anything so I can lower the cost.” και ναι, it was an easy down-sell for him he didn’t want to offer it as a specific, like the front right up until a front product, that rather people purchase the CD, but at the end of the exit he has a possibility of buying the downloadable files instead.
Jesse: So he actually used an exit pop-up, you can you describe what an exit pop-in is for the audience?
Daniella: it’s it’s a pop-up that comes on your screen when at a certain point which you can configure usually. και ναι, you have to take action on your other days to close it either, you have to say okay, there’s some kind of action that you have to take. Sometimes it can be to provide email, here’s another offer there’s a couple of things, maybe you guys might have better wording on that for me.
Jesse: There are ways to do it. εντάξει, it’s the annoying pop-ups that everybody hates, but they do work, and I think there’s, i’m pretty sure there is it an app inside of Ecwid that does that, so we’ll do a little more research and put that in the show notes.
Richard: Yeah and I’m about to leave anyway, Έτσι.
Jesse: See you later, here’s a pop-up, συγνώμη.
Richard: So there was you’re doing all this on YouTube, and you got you have all this exposure, you have all these other clients, that you’ve been working with. I’m sure there are times when you just, like in the cross-sell, you see certain products that would work well with another product.
I know Ecwid has a feature and you can help me come up with the name of it is, I can’t remember exactly what it’s called, but say you have an audience, and you want to feature your product in front of someone else’s audience, it is a good fit for that there’s a widget or something that helps you sell on partner sites, like something like that, σαν, say someone is just. Πώς αυτό το έργο? Πρώτα, do you know what I’m talking about?
Daniella</b→: Ναί.
Richard: Φοβερός, because I’m almost positive when we talked a while back you are saying that you are doing this with what I’m asking so. Ενας, is there a certain name for that widget and I’m sure we could do a whole podcast on, this so let’s try to keep it a little high-level, what exactly can someone do to take advantage of someone else’s audience keeping this really easy within Ecwid, selling it potentially on other people sites and what does that look like?
Daniella: Απολύτως, εντάξει, this is one of the reasons why I came with Ecwid initially, I was looking for a solution that can integrate, σαν, you can have more than one store on a website. In the case of our listeners maybe they want to add their store to a partner site, then maybe work with a blogger, and they want their store to be on that blogger site, or within a blog post. The idea’s that, you can take your Ecwid store and put it anywhere you want online, and you can manage everything in your Control panel. So you could have your sore on, Δεν γνωρίζω, a hundred websites, but you’re still managing everything in one spot, that’s an incredible opportunity, and it’s something I really love are I feel like a lot of people don’t know if that Ecwid is capable of doing this so, it’s definitely something super enthusiastic about talking about obviously.
Richard: ναι! Trying to keep it super high-level, but just one or two questions here, because we definitely should go deep on this at one of these days. How does that work like this, does that person can do the other, say Jesse and I, let’s use us an example. I have something that I want to sell on Jesse’s site. Does Jesse manage that store, do I give him a piece of code, πώς αυτό το έργο. I can obviously just go put it on a bunch of sites, and no one knows so.
Daniella: Of course the person has the consent to.You can’t just, like through your store anywhere.
Richard: However we wish we could.
Daniella: Only on certain places, so make sure that you’re not putting your site on whatever. So in your case either you can give Jesse one product so you can give him a piece of code, it’s just a piece of code, that you sent him it’s easy that, all I have to do is copy paste it, there’s no programming, nothing it could be any platform, it could be WordPress, Wix, custom HTML — doesn’t matter. So you could send the code for just one product, or you can send the code to your entire store. I can explain where to find that in that Ecwid, but the basis of it, it’s as easy as that. He just takes that piece of code, paste it to his site, and that’s it will anyone can purchase from your store that is now on Jesse’s site.
Richard: And in Ecwid is it that tracking that that’s coming from Jesse’s side or do some sort of, like your coupon code and outer some way you name that product a little different on his store? So you would know where it’s coming from or some sort of affiliate setup? I know that’s a bunch of questions in one question, but you get where I’m coming from like, how would you know where that’s coming from?
Daniella: I have so many ideas to answer your question too.
Richard: So it does sound like we should do a full-blown webinar, another podcast on this particular thing. Give me your initial thoughts of that and because we don’t want to keep you all day, it’s not necessarily that easy. I’m sure even though pretty easy with Ecwid to run 50 stores so that’s the first example of something you think and we’ll leave it at that.
Daniella: I must admit though I have had questions about how to track this the most optimal, so maybe if we do another podcast on this in the future we can make sure that we give them the best information for how to track that, but I know that there are two options that integrate with Ecwid to be able to track a reseller’s so you could have a tracking code with an external third-party plugin that works with Ecwid plugin. There’s two of them that I know that work with Ecwid. I haven’t tested it though, Έτσι.
Richard: Yeah we’ll do that, because this is fascinating like I could go I could literally talk all day about the possibilities with this and it sounds like you could too on just the ideas they started to come up, but I mean I wouldn’t want to blow everyone away too much, there are so many things that people, alright we covered three-four things people could do right now that could truly potentially move the needle today in their business pretty easy. So we’ll go deeper at another date on that, but that’s cool.
Jesse: Ναί, I want to touch a little bit on the strategy there. That’s maybe a little more in-depth maybe a video is better for that, but I wanted to let every all the merchants think about their business and what’s the strategy behind it? Like if I sell a product and I read all these blogs about my industry, that might be an option, if you know the webmaster or somebody that works the business, the beginning of a partnership, begins right there. So you can have your store on that existing blog or forum. Έτσι, just wanted everybody to kind of expand their mind a little bit and thinks beyond just your own store. You can be on Facebook, you can be on multiple partners sites, you can be on social media, everywhere from your one store, so definitely think about that.
Daniella: Απολύτως. I actually have a video that explains how to add an Ecwid store to any website, and I can be the basis for anyone actually I might have some customers who have taken that video and sent it to their partner so that they can follow the tutorial which is about 1 λεπτό. And learn how to add the code to their site, so it’s super simple, it takes a minute but that resource’s there for you if you want to already test it out with a partner, just grab the link on YouTube and then put it in the notes on this podcast.
Richard: It sounds good, Αυτή είναι μια καλή ιδέα.
Jesse: ναι, great idea so will get done the show notes so people can dive deep a little bit more and I think this is a good time to bring you back and we’ll go more in-depth on this. Έτσι, yeah we can cover some great topics about coupons, we talked about upsells, cross-sells, abandoned carts and a lot of those strategies all work together. Έτσι, ξέρεις, if you’re using an abandoned cart, you should be put in a promo in there, you should be, ξέρεις, using cross-sells or up-sells, so definitely the tips come over together.
Daniella: Οπωσδηποτε.
Jesse: Έτσι, Daniella, I really appreciate having you on here today, where can people find out more about you?
Daniella: ναι, on my website, so it’s Daniella.io. I if you want you can look for me on YouTube the same thing just search for Daniella.io. και ναι, I have an Ecwid an e-book containing 30 ways to increase your e-commerce revenue with tips like ones that we talked about today, and that’s available in Daniella.io/store. Ξέρεις, as we talked to about offering the coupon code, you can get 15% off if use the promo code “PODCAST.”
Richard: Ομορφη, they can see it in action.
Daniella: Ακριβώς.
Jesse So you named it “PODCAST”, όλοι. So when you see this coupon later, you know that you’re on, the customers came from podcasts are. Έτσι, φοβερός, timing together.
Richard: Και, Daniella the multitasking entrepreneur probably created that on the fly, because it’s so easy while we were doing the podcast.
Daniella: Don’t tell them that! (γέλιο)
Jesse: Φοβερός, so yeah I hope those are a bunch of really good tips for merchants out there you know, listen to it again, check out the show notes if you want to see more information, Βίντεο YouTube, Daniela thanks for having you on.
Richard: Μεγάλη για να έχετε στο, Daniella!
Daniella: Thank you it was a pleasure honestly, ευχαριστώ!
Jesse: Okay this is Jesse Ness with Richard Otey on Ecwid E-commerce Show.
