It is clear that problem solving is essential in the e-commerce industry since cases can be experience in customer care, service delivery, marketing, technology and even more. Problem-solving techniques and approaches specific to e-business include, but are not limited to, the following:
Problem-Solving: Analyzing a Situation Skill: Decomposing the issue into sub-issues and investigating each of the sub-atoms.
Example: If the problem is that there is a large amount of traffic to the website, but only a small percentage of purchases are being made, dismantle the customer journey into steps and investigate each step to find where the problem is.
Problem-Solving: Creative Solutions To Problems Skill: Use creativity in solving an issue or finding a new solution.
Example: In order to deal with the issue of a shopper abandoning their shopping cart, have the shopper obtain a discount for completing a purchase within a certain duration. The purchase would be expected to be finalized as part of game mechanics.
Problem-Solving: Decisions Skill: A problem has several alternatives, evaluate them and make a decision.
Example: If your ecommerce is considering partnership with a shipping business, investigate the cost, the time needed, and their reliability before making the decision.
Problem-Solving: Technical Issue Skill: Resolution of a computer related problem in a timely manner.
Example: If you are running a flash sale and your site goes down, find out how much hosting capacity you have and what was the cause of the server errors, then find out how you can scale the solution.
Flexibility Skill: Adjust approaches as necessary depending on the shifting conditions.
Example: There is a need for a change in the target audience for the product or to even repackage it or up the product in terms of its value by adding a bundle together with the target audience that will greatly increase sales if the product is struggling to sell.
Customer-Oriented Issues Resolution Skill: Turn each customer’s grievance into an opportunity to earn their trust and retention.
Example: Refund the money or issue a replacement or loyalty when the issues concerning good that were damaged are brought up.
Teamwork Skill: Collaboration with others to achieve the task goal in resolving issues that seem difficult.
Example: Cooperate with marketing, logistics, and IT to find solutions to issues caused such as late deliveries during the peak period.
Making the Right Decisions Skill: Manage high leverage issues first and tackle them if need be to mitigate their escalation.
Example: Fix the existing bug first on the website checkout centre as opposed to launching a new product.
Goal Setting Skill: Pay attention to the goals set First formulating steps to help to see vision years into the future and meet them.
Example: Think about developing alternate products than those already offered or even investing in a new market if growth of sales is flatlining.
Resolving a Certain Problem in a Statistical Manner Competence: Apply information to enhance or solve problems.
Example: Study customer reviews and feedback in detail to understand what particular issues are being raised about the product.
Techniques for Problem Solving Centres of Excellence: Root Cause Analysis (RCA): The “5 Whys” technique can be used to identify the reasons behind the occurrence of a particular situation.
SWOT Analysis: A steady with-along of Strengths, Weaknesses, Opportunities, and Threats.
Mind Mapping: A graphic representation of problems and solutions that need to be tackled.
Prototyping and Testing: Testing of a restricted-simple solution modified with an objective to determine the efficiency of its address after being fully modified.
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