Table of Contents

Task 1..................................................................................................................... 3
Critically discuss the expectation of internet customers.....................................3
i.

Delivery Service......................................................................................... 3

ii.

User Friendly.............................................................................................. 5

iii. Fast Feedback............................................................................................ 6

iv.

Poor feedback service............................................................................... 7

v.

Online Service............................................................................................ 8

Expectation of internet customer as a general...................................................9

i.

Informative................................................................................................ 9

ii.

High traffic of the website........................................................................10

Conclusion......................................................................................................... 12
Recommendation.............................................................................................. 13
Task 2................................................................................................................... 14
YotPo................................................................................................................. 14
Woo Commerce................................................................................................. 16
Quick View and Add To Cart........................................................................... 16
Account.......................................................................................................... 17
AddShoppers..................................................................................................... 18
TRUST.............................................................................................................. 20
Conclusion......................................................................................................... 21
Recommendation.............................................................................................. 23
1.

E-Newsletter............................................................................................ 23

2.

Live chat.................................................................................................. 24

Works Cited.......................................................................................................... 26

1 | Secret Leaf

Secretleaf is a Malaysian company that selling cosmetics products that is using

natural resources. Secretleaf is one of the business that enter online business
which is also called as ecommerce.
By Internet commerce, we mean the use of the global Internet for purchase and
sale of goods, services, including service and support after sale (G. Winfield
Treese, 2002). This can be understand that the business will use of the internet
for buying and sale their products or services. The Internet is one of an effective
tool for marketing and providing product details but the main attention is let the
business complete the transaction.
There are a lot of benefits that ecommerce gives towards the businesses. One of
the benefits is it is really efficient since it is online. An ecommerce website can
keep on selling goods and services throughout without getting worn out or
getting slow (Dawson, 2016). This is because overall of the system is electronic.
Therefore, it is very effective and accurate since there is no any problems occur.
This assignment will explain on the expectations of the customers towards the
business and the application that is used by the business in order to provide
benefits towards both parties which are customers and the business itself.

2 | Secret Leaf

Task 1
Critically discuss the expectation of internet customers
Most customers are demanding the best service from the ecommerce website.
This is because they can choose to buy with the competitor if the online store
doesnt satisfy their expectations.
Lots of reviews had been received by Secretleaf from their online customers.
From the reviews the company can justify the expectation of their online
customers towards their business.
i.

Delivery Service

Most of the reviews are regarding the delivery service provided by Secretleaf.
Possibly, delivery service is the main issue that is concern by online customers.

Figure 1 Customer review

on delivery service

By referring to figure

above,

it

that Ms Norzaila, Ms

Ellisa

and

Mudirah

some of the online

buyer

who

are

claims

that

they

shows
Ms
are

unsatisfied with the delivery service because it took more than one week to
receive the products that they had ordered. This is because most of the
customers in Malaysia expect that they will get the best delivery service where
the product will arrive at their home within 1 or 2 days only since Secretleaf are
working together with Pos Laju Malaysia which is one of the famous courier
service in Malaysia.
However some of the customers do received their order within two days which
can be refer in figure below.

3 | Secret Leaf

Figure 2 Customer review on delivery service

This shows that Ms Fadilah does expect that the product will received in short
time and she received her parcel a day after she ordered from the Secretleaf
website. Normally, customers do expect that the business will provide fast,
well-organized and perfect delivery service to them. So, that is one of the
reasons that she was very happy with the service provided by the business.
Besides, it is important to make sure on time delivery service because increase
the market share. This is because the potential customers can turn into
loyalty customers if Secretleaf are providing good quality of the products with
additional of on-time delivery. BSSadmin (2015) claims that, Clarus Marketing
Group CEO Tom Caporaso had said that You have to deliver on your promise.
This is because new consumers can simply shift their purchasing power to other
businesses if they are dissatisfied with the current companys offerings. Since
Secretleaf promise that they will sent out the products once the order had been
confirmed, they need to deliver the products on time in order to avoid the new
customers to buy with the competitors.

Figure 3 Customer review on becoming loyal customers of Secretleaf

By meeting the expectations of the customers which is the on-time delivery, lots
of benefits can be gained by Secretleaf such as the customers that transform
from first-time visitors to loyal clients (Estepon, 2011). This can be seen in
the review that had been posted by Ms Fadilah on 7 th May 2016. Previously on 21st
April 2014, she claims that she had received the products on time and the
products is suitable for her. In 7th May 2016, she claimed that she had use one of
Secretleaf products almost a year. This show that she keep on buying new

4 | Secret Leaf

product and used it for her skincare. Ms Fadilah had become one of Secretleafs
loyal customers.
ii.

User Friendly

How a website should work and things that should be laid out had been thought
by the online customers. In simple word, the website must be user friendly
website. According to Lofaso (2015), consumers do expect that Homepage Link
will be at top-left of site, Internal Link which also known as navigation link will be
at left side of site, and Shopping Cart will be at upper-right.

Figure 4 Homepage of Secretleaf ecommerce website

By referring to figure above, it shows that the design of the ecommerce website
of Secretleaf is meet the expectation of the customers which will make the
consumers easy to use when they buying the product using the website. As
the homepage link of the Secretleaf is at top-left of the website, while the
navigation link is at the left side of the website and the shopping cart is at the
upper-right of the website.

Figure 5 Customers review on-site service

Based on the review made by Ms Nurul, it shows that she is using the website
easily since she claims that the website is user friendly. In order to make sure
that all the customers can use the website easily, Secretleaf need to maintain the
layout and the design of the website in order to reduce problems that is cause by
the layout of the website.
5 | Secret Leaf

Besides, it is important to make sure that the ecommerce website is good

because according to Srinivasan (2015), average customer spends 7 seconds on
a web page before deciding whether to continue exploring or go back. This
means that the website must be a simple website but have detailed information
to let the customers buy products with Secretleaf easily. Since all of the
navigation link can be click, can be displayed for all size of desktop and the
search function are going well it do attract the customers to use Secretleaf
website and shop with Secretleaf via ecommerce website which automatically
increase the revenue of the company.
iii.

Fast Feedback

Normally, customers in walk-in store, they have some problems and worries they
need to talk. Same goes to online customers. Tendency of the online customers
to move to the competitors website is high if they did not get helps regarding
their problems.
Some problems will be faced by the online customers since the online store are
operating 24 hours a day. When a customer is having a problem, theyre
expecting to get immediate answers and support from the business
(Gary, 2015). Various kind of ways will be used by the customers in order to
interact with the customer service of the online store such as through social
media, phone call, or email.

Figure 6 Customers review on customer service

By referring to the review in figure above, it shows that Secretleaf customer

service had provide the fast feedback for their online customers since the review
claimed that the besides providing good products and service, the feedback from
the Secretleaf is good.
According to Taylor (2014), 68% of customers leave because of poor customer
service. Therefore, it is important that all of the staffs know the basic rules of
6 | Secret Leaf

customers service, which include responding quickly to customer complaints

which had been done by Secretleaf staffs while handling Ms B. The customer
service need to maintain on fast reply all the feedback towards their customers to
avoid from losing the customers which will cause decrease in revenue of the
company itself.
iv.
Poor feedback service
However, some of the customers are having problem with the customer service
team. This is because by referring to figure below, Ms Geet claims that she did
not receives any reply from Secretleaf since sent an email on 28 th March 2015
until 7th April 2015.

Figure 7 Customers review on customer service

Since lots of email are queue that need to be checked and replied by the online
customer service team.
In the same time, the customer may expect more from the online customer
service team response in terms of content since he or she is waiting longer for a
reply (Vostra, 2015). Therefore when the customers are not get the content
adequately they will keep on replying the email until they get information that
they need. This cause lots of email received by the company everyday which
makes Ms Geets email overlooked by the online customer service team. So, the
business need to ensure that the business respond all the feedback from the
customers it short time.
Besides, it is important to make sure that the business respond quick towards the
feedback of the customers because according to Taylor (2014), 68% of customers
leave a brand because they perceive that it is indifferent to them. In simple word,
by providing quick respond to the customers it helps the business to make the
customers to stay loyal with the company instead of going buying the
products the competitors. Lots of customers did not want to use the service
provided by the company that provide low respond as they though they are
wasting their time and money towards the business who are not treating them in
7 | Secret Leaf

good way. When Secretleaf do provide quick responds, it make customers to

start viral for their friends and colleague and encourage them to buy the
products from Secretleaf which automatically will lead to increase number of
potential customers since the customers feel it is easy to interact with the
business in order to make sure their buying process running smoothly.

8 | Secret Leaf

v.

Online Service

Figure 8 Customers review on customer service

By referring to figure above, it shows that Ms Siti claims that Secretleaf are
providing a very good service towards their online customers. This is because
Secretleaf do provides extra value for their online customers.
One of the benefits of buying online products that the customers will get discount
up to 29% for selected products which can be seen in figure below. In the same
time, the products are the best selling products which mean that they can bought
the recent products that were bought by the loyal Secretleaf customers and for
new customers they can try to buy the most famous products at low price when
they buy through the official website.

Figure 9 Product that is on sale in Secretleaf website

Besides, it is important to online customer service is good because according to

Rank Shark (2015), customer service in general is a huge factor in customer
satisfaction and loyalty. This can be understand that when Secretleaf are
providing good online service such as providing sale towards bestselling products
on their website it will make the customer satisfied since they didnt received any
promotion for walk-in store and they will start to loyal with the products since
most of the customers love to save their money for the products that they like to
spend money for. When the customers satisfy and loyal towards the company,

9 | Secret Leaf

they will start to purchase more than average buyers. This will helps the
business to increase their average income.
Expectation of internet customer as a general
i.

Informative

According to Mercury Pay (2016), there are five expectations from online
customers which include detailed products description, easy and secure
checkout, convenient shipping and return, special promotions and customer
service. Shashinki had meet the expectations of detailed products description.

Figure 10 Review from Shashinkis online customers

By referring to figure above, it shows that Mr Robin Leow was very happy with
Shashinki website since the website does providing informative information
regarding the products that they sell which are all types of camera. Even though
Shashinki provide the product photos and descriptions but as a customers they
need extra information of the products before they buy it. Dr Koh who is the
owner of the website and familiar with all type of the camera are answering all
the tough question that is being asked by the potential customers.

Figure 11 Feedback section in Shashinki website

In the same time, Shashinki provide Feedback section which can be seen in figure
above. All the feedbacks from the online customers also make the website
10 | S e c r e t L e a f

very informative since the feedback mostly review about the use of the
camera, benefit of using specific type of camera and how to handle the camera.
It is important for Shashinki to provide feedback section where their customers
can share information of the products sell by the company. This is because,
according to Charlton (2015), 61% of customers read online reviews before
making a purchase decision, and they are now essential for e-commerce sites.
As conclusion when the customers get lots of information from the website
regarding their preferred products or service, it will let the business to gain loyal
customers and to avoid any problems such as misunderstanding of the
information given by the company on the products they sell.

ii.

High traffic of the website

Any websites user will focus on time for the page to load. Even though business
normally are prefer to provide beautiful design, great functionality of the website,
and extra information. However, websites users have a tendency to care more
about speed rather than other features.

Figure 12 Review of customers of The Body Shop website

By referring to figure above, it shows that Ms Thulasi is a bit disappointed with

the traffic of The Body Shop website during sale. This is because, she cant visit
the website and keep on going offline besides the all of the products that she
wanted is out of stock.
The Body Shop need to know on how the performance of their website when
doing sale in order to make sure all the online transaction went well. This is
because when the website traffic is slow, it means that the load times is slow.
According to Anderson (2016), a 2-second delay in load time during a transaction
resulted in abandonment rates of up to 87%. This is because usually when the

11 | S e c r e t L e a f

time load is long the customers worried that their transaction is not being
recognise by the system which may create a problem in the future. So, they will
start to leave the website and move to other website that is selling the same
products. In simple word, The Body Shop need to make sure that the website
performance is good during high and low traffic since during sales the website
traffic will be high which will decrease the performance of the website. By having
a good performance of the website it helps the business gain new customers
and grab the chance on gaining high revenues of the business.
Anderson (2016) also claims that fast page loading is a main issue in a
purchasers loyalty to an ecommerce site, specifically for high spenders.
Therefore it is important to make sure that the website load faster to increase
sales and loyalty of the customers towards the business.

12 | S e c r e t L e a f

Conclusion
According to Forrester, nearly 95% of leaders say that providing a good customer
experience is a top strategic priority, and 75% want to use customer experience
as a competitive advantage (Jason, 2014). This shows that by meeting the
expectations of the customers will provides lot of benefits towards the business
and one of the benefits is become the competitive advantage towards the
business itself.
According to Eshaghi & TaeiZadeh (2015), there are 4 expectations from
customers which are good customers service, good in term of security and
privacy, ease of use of website design, and reliability.
From all 4 expectations of the customers it shows that Secretleaf is trying to fulfill
all the expectations. Customers service for Secretleaf sometimes it was good
and sometimes it was bad. In order to make sure the customers service provided
by Secretleaf is consistent, they need to hire extra staff during high traffic such
as during sales promotion.
Next is regarding security and privacy, there is no any problems regarding
security and privacy because none of the customers complaints that their
personal information had been leaked when they are shopping with Secretleaf.
This shows that Secretleaf do meet the expectation of the customers in term of
security and privacy.
Last but not least is regarding ease of use of website design. Ms Nurul one of
Secretleaf customers claimed that the website is user friendly. From here it shows
that the website are easy to use by the customers in order to complete all the
ordering process and make their shopping session become easier. From here it
shows that the business had met the expectations in term of ease of use of
website design.
Lastly is regarding

reliability. Customers normally expect that all

the

information provides by the business is reliable. However previously there are

several customers from Secretleaf claimed that the business are providing slow
delivery service but actually the business claimed that their delivery will be
process right after the payment had been done. But, some of the customers
claimed that the business had provided a good delivery service since the
products arrived right in front of their door within 2 days only. It shows that the
13 | S e c r e t L e a f

business need to focus more on providing a reliable information towards the

customers in order to avoid losing of loyal customers.

14 | S e c r e t L e a f

Recommendation
Lots of improvement can be made by Secretleaf for their ecommerce site in order
to meet the expectation of the customers. The improvement can be made by
Secretleaf is regarding delivery service, and feedback service.
Regarding slow delivery service that had been stated previously, Secretleaf can
start to change their courier partner to Skynet. By referring to Fadila Aziz
(2015), she claims that Skynet is one of the courier who provide the best pickup
and delivery choices as well as longer service hours, weekend and holiday
deal, urban and rural areas service, and devoted truck for bulky products.
Therefore, the products can reach the customers in short time since Skynet
is operating everyday including weekend and holiday. Besides, Skynet also can
reach wider area since they can courier the products to all area. Since providing
good delivery do provides lots of benefits towards the customers, it is necessary
for Secretleaf to improve their delivery service.
Next is regarding feedback service which is referring to online customer service
of Secretleaf because some of the customers claimed that they received late
feedback from the business which might decrease the number of new customers.
As a recommendation, Secretleaf can start to reschedule the online customer
service such as open 24 hours customer service for online customers
since in according to Store front social (2014) shoppers also like to shop early in
the morning, during their lunch break and late at night. This is because online
store in Malaysia offer the customers in term of flexibility time that is suitable and
convenient for the Malaysian shopper. Therefore, the customers might ask the
business regarding their problems or information needed during late night or
early in the morning. So, when Secretleaf providing 24 hours customer service for
online customers it can make the customers received fast feedback from the
business which makes them easier to get information they required and it will
lead increase in revenue since customers will buy a product after they get all
information they need.

15 | S e c r e t L e a f

Task 2

Lots of application had been used by Secretleaf website in order to make sure the
website can be used by the user in a good way. YotPo, Woo Commerce and
Discovery Network are the example of applications that is being used by the
website.
YotPo
It is important to make sure that all the customers of the business to provide
feedback and review regarding their experience in using the products and service
that is provided by Secretleaf. This is because Rice (2014), claims that 85.57% of
the participants stated that they read reviews often or very often before they
purchase online.
Normally, before the customers purchase product from the company they will
look on the review or feedback that is provided by the previous customers
through YotPo because the reviews can reduce any worries that is felling by
the potential customers. In the same time, the reviews can let the potential
customers to select the best product for them.
YotPo is an application that is being used in Secretleaf website in order to let the
customers

by the business to them. Below is the interface of the YotPo reviews

in Secretleaf website.

Figure 13 Interface of YotPo review in Secretleaf website

According to YotPo (2016), they have one secret weapon which is they have Mail
After Purchase (MAP) which it will let the customers to get the easiest way
to write review for the products and site of Secretleaf website. YotPo will
directly send a review invitation to Secretleafs customers at the perfect time
after purchase. This is the best features since it will help the business to get lots
of review from online customers as consumer reviews are consider more
16 | S e c r e t L e a f

reliable almost 12 times more than descriptions that provide by manufacturers,

based on a survey of US internet users by online video review site EXPO
(Charlton, 2015).
In the same time, when YotPo sent an invitation to the customers to write review
on the product that the customer bought, it include the products that have high
rating in the invitation which is called as Email Upsell. This let the purchaser to
purchase more. The example of Email Upsell can be seen in figure below.

Figure 14 Example of email Upsell provided by YotPo

According to Gordon (2016), upselling is an approach to increase the amount of

purchase by the customers by sales those products that meets the desires their
latest purchase in several way.
Secretleaf use email upsell provide by YotPo since it helps in boosting interest
of the buyers who had bought a product to upgrade or purchase more
products. (Bendle, Pfeifer, Reibsteinn, & Farris (2010) claims that the probability
of selling to a new prospect is 5-20%. The probability of selling to an existing
customer is 60-70%.
P ro b a b i l i ty to s e l l to n e w c u s to me rs vs to a n e xi s ti n g c u s to me rs

Lowest percent
60%

5%

Highest percent
70%

20%

Figure 15 Probability to sell to new customers vs to an existing customers

17 | S e c r e t L e a f

By referring to figure above, it shows that there is a big gap between probabilities
to sell the product to new customers compared to the current customers. In
simple word, by using upsell email that is provided by YotPo it helps Secretleaf to
let their current customers to purchase more.

Figure 16 Review of CampSaver website towards YotPo

By referring to figure above, Andy Stroman president of CampSaver claims that

when using YotPo the engagement traffic and sales of the website is
increase and the content that they generated using YotPo helps them in
attracting the new buyers and in the same time, it let customers to
purchase more with them.
As conclusion, by using YotPo application for review do helps the business to
get lots of review from online customers and helps in increasing the
sales of Secretleaf through website.
Woo Commerce
Quick View and Add To Cart

Online stores typically have customers construct before they pay a list of all the
items they want to buy the list is called a shopping cart (Urban Dictionart, 2011).
Therefore add to cart can be understand where when the customers want to buy
it and add the product in the list of the shopping cart.
Secretleaf are using quick view and add to cart application which is provided by
Woo Commerce as there is a source code state that quick view and add to cart
function is from one of Woo Commerce ecommerce theme which can be seen in
figure below.

18 | S e c r e t L e a f

Figure 17 Display and source code that show quick view and add to cart of Secretleaf

"Cart Quick View or Quick Look enables visitors to view product details
on a category page, a cart, or any other page without a page refresh (Nevins,
2012). In simple word, when the visitor move their mouse towards the products,
there will automatically pop-up the products description such as shows the price
of the products, discount provided and rating of the products. From here it helps
in speed up visitors to shop with Secretleaf as the customers can easily
gain the information of the products that they preferred without need to click
on the products and wait for the page to reload and provide the information.
In the same time, add to cart button which included in the Quick View
application that is created by Woo Commerce is very useful for the website. This
is because by having the button, the customers can click on the add to cart
button and the products will be automatically add to the cart and ready
for checkout. This will help customers start their ordering procedure with
ease and effective. From here it shows that the business helps the
customers to shop in short time since it is easy to add the products they
preferred into the cart. When the customers feel comfortable and easy to use the
website to buy the products, they will help the business to viral the products
since they will viral the products and the service by talking with their friends. In
simple word, by having Quick View and Add to cart application make word
of mouth become easier which will help in creating brand awareness and
increase number of potential customers.
Account

Account of the customers for Secretleaf business is handled by Woo Commerce.

Below is the proof that shows Secretleaf is using Woo Commerce for account.

19 | S e c r e t L e a f

Figure 18 Account for Secretleaf customers

The most important function of having customers account is to save the

information of the customers that is related to the business. As an example,
for Secretleaf they requested for name, phone number, email address, IC number
and shipping address. This is important as the business can use phone number
and email address to be added for their marketing strategies. In the same
time, when the customers did not complete their direct bank transfer, the
business can contact the customers by using phone number that had
been added in their account. While from the IC number, the business could
recognise and identify the date of birth of the registered customers. Therefore,
the business could improve their relationship with the customers by
sending promotion for birthday treat, or sent an e-mail or message wishing their
birthday. By improving the relationship with the customers, it helps to increase
the loyalty of the customers towards the business.
By using Woo Commerce for handling the account of Secretleafs customers, Woo
Commerce do provided number of unpaid and uncompleted orders of the
customers. From here it will help the customers to recognise on unpaid orders. It
is needed for the business to avoid misunderstanding on why they didnt
received the products that they had ordered from the website. So, when Woo
Commerce provided the features it do helps the business in handling the
problems regarding that matters.
Besides, Woo Commerce provides auto-fill information when customers
make an order when the customers have Secretleaf account. This will help the
customers to make their orders become easier since they do not need to
keep on fill in the information that is required by the business when they
purchase new orders.
AddShoppers

20 | S e c r e t L e a f

Secretleaf is using AddShoppers as one of the application for social media.

AddShoppers is providing smart sharing button. Below is the example of smart
sharing button that is used by Secretleaf.

Figure 19 Smart Sharing button used by Secretleaf

Smart sharing button is used in order to viral the business through social
media. In the same time it helps the business to increase the traffic of the
website. From here, it helps the business to boost their sales since when
customers share the link of the website on the social media, their friends might
click on the link and attracted to buy the products. In the same time, by having
smart sharing button it let the customers to express their excitement and
share products that they purchase on social media this automatically will
helps the business to attract new customers since people will see the linked
that been shared by their friend on the social media.
In order to make sure that the customers can share
their expression on social media, it means that the
business let the customers to register account using
social media which can be seen in figure right. By let
the customers register their account using social
media, it helps the business to gain accurate data
such as their age, gender, and address. From the data,
the

business

can

recognise

the

customers

Figure 20 Register
Secretleaf account using
social media

whether

their

current

customers are similar with what had been target when creating the
business. From here, the business can start to plan on how to create
marketing strategies in order to reach the target customers and to discuss
whether the current marketing strategies need to be stopped or continued.
Next, when the customers click on the share button provided by AddShoppers
and share the link of Secretleaf e-commerce site, the customers will received
discounts code that is stored in AddShoppers database. From here, the business
21 | S e c r e t L e a f

can promote their products on variety of social media platform such as

Twitter, Facebook, and Instagram. In the same time, they will lead to increase
number of loyal customers and boost sales of the company. This is
because, Wong (2015) claims that 91 percent of buyers who redeem coupons say
they would visit the same retailers again. This can be understand when the
business provides coupons or discounts towards the customers, they will visit
the website and purchase the products in future. Below is the example of
discount code that is received by the website users who had shared the link to
Secretleaf e-commerce site on Facebook.

Figure 21 Discount code received by customers

According to AddShoppers (2016), Vintage Marquee Lights Boosts Conversions by

50% and Social Sharing by 400% after using AddShoppers social platform. This
shows that Secretleaf is choosing the best application in order to improve their
sales through social media platform.
TRUST
In Malaysia, online shopping become popular from time to time. Therefore,
security has become the most important thing for business that operates using
the internet since customers will attracted only for the business that is trusted.
Secretleaf using TRUST to secure the information of the customers. Below is the
figure that shows Secretleaf use TRUST.

Figure 22 TRUST symbol in the website

22 | S e c r e t L e a f

According to TRUST (2016), they claims that they are using secure socket layer
technology (SSL) to secure the information and data. SSL which encrypts data
from the customer to the server and prevents third party interference
(Monkhouse, 2012). From here it shows that the TRUST helps the customers
to encrypt their personal information such as credit card numbers. By
encrypting the personal information of the customers, it makes the customers
trust towards the business which will lead them to purchase with
Secretleaf. In the same time, Verma (2015) claimed that by getting the trust
from the customers it leads to an improved conversion rate and a better
Return on Investment (ROI).
When the customers had trust that Secretleaf website will secure their
information, they will purchase more than average customers since they
know that their credit card details and their personal information will not being
stole by third party which can make them purchase happily without any
worries. Besides, by having good security for the ecommerce site, it helps
Secretleaf to increase volume of traffic which automatically make the business
gain potential customer.

Conclusion
As a conclusion, all the application that is used by Secretleaf do provides lots of
benefits towards both parties which are customers and business itself. Secretleaf
using several application such as YotPo for review, Woo Commerce for quick view,
add to cart and account, AddShoppers for marketing in social media, TRUST for
security of the ecommerce site.
By using YotPo for review, Secretleaf can get lots of benefits such as let the
potential customers to select the best product for them because YotPo do
invite people who had purchase any products for Secretleaf website to write
review regarding Secretleaf products and service. In the same time, when YotPo
sent invitation it helps Secretleaf to get lots of reviews which lead to
providing potential customers information performance, service, and
products of Secretleaf.
Next, Woo Commerce is used for quick view, add to cart, and account also
provides lots of benefits towards the business. One of the benefits is when the
23 | S e c r e t L e a f

visitor move their mouse towards the products, there will automatically pop-up
the products description. This helps the customers to shop with Secretleaf as the
customers can easily gain the information in short time. In the same time,
Woo Commerce application is being used for customers account where it can
save the information of the customers. From the information that had been
stored in database, the business can used it for marketing strategies such as
sends e-newsletter towards the customers.
Last but not least is AddShoppers which is being used for social media platform.
AddShoppers have one smart sharing button which helps the business to promote
their commerce site in social media platform. By having this application, it helps
the business to attract new customers by letting the current customers to
show their excitement when purchasing products with Secretleaf.

24 | S e c r e t L e a f

Lastly, TRUST is being used for security of the ecommerce site.

Example of

benefits that is received by the business is gaining loyal customers who will
purchase more than average customers since they had trust Secretleaf
ecommerce site which will save and encrypted all the customers details for
safety precautions. This will lead to increase in profits of the business.

25 | S e c r e t L e a f

Recommendation
1. E-Newsletter
E-Newsletter can be defined as a message that is sent out to subscribers typically on a
regular interval (Email Newsletter, 2013). This can be understand that the news regarding the
business will be sent to the interested party might be sent daily, weekly, monthly or yearly.
One of the function of e-newsletter is to let the business updates their information
towards the customers. Newsletters keep consumers to update with progresses of the
business. By choosing the right information, business can keep the viewers informed on
several issues such as new products, promotion and business participation in expo and talks.
One of the e-newsletter application that can be used by Secretleaf is MailChimp application
since according to MailChimp (2016) it generate and plan automatic emails that follow up
on buying, and offer product recommendations to consumers. In the same time,
MailChimp do provide ecommerce features where it simply link with the shopping cart
with MailChimp account. Therefore it can track online orders, set up automatic memos,
and create more profits from business campaigns using MailChimp.
By referring figure 20, it is the example of e-newsletter
of Topshop which can be use by Secretleaf in order to
let update the business information towards the
customers

which

will

helps

in

improve

the

relationship between the customers and the

business.
By having a good relationship between the customers
and business it helps in letting customers up-to-date
about progresses of the business and ensures that
they are alert about the business. In the same time it
helps in increase the sales of the company.
This

is

because

by

sending

e-newsletter

towards the customers they may attracted with

the promotion that is created by business so
they can easily click on the link that is provided
in the e-newsletter such as diagram below.
Next, by having e-newsletter it create brand
awareness which surely helps in increasing the
Figure 23 E-newsletter of Topshop

sales of the company. The reason is regular e-

newsletter that arrived at the subscribers inbox let them to become familiar with
26 | S e c r e t L e a f

the company automatically this will help the customers stay update with the
business. Normally people will buy the products with the company that they
familiar since they know the existing of the business, and the value provided by
the business.
E-newsletter help the business to increase their revenue as the email received by
the customers will help them to repeat purchase with the company since
normally business will provide coupons, discounts, and special promotion to show
their appreciation towards the customers.
Therefore the best improvement that can be made by Secretleaf is to implement
newsletter features that is provided by MailChimp Application in order to let
customers up-to-date about progresses of the business and ensures the
increasing sales of the company.

2. Live chat

One of the application that can be used by Secretleaf is implement live chat. The
function of live chat is let the business to quickly deal with any issues or
concerns that the customers have with the products or services provided
(Honigman, 2013). Since live chat helps in let the business communicate with
the customers, it will be very helpful towards customers and according to
Bmower (2014), 90% of the customers claims that live chat is helpful for them
when visiting e-commerce site.
One of the live chat application that can be used by
Secretleaf is Live Chat by ProProfs. Figure 25 is the
example of live chat of Military Cruise Deals. Tasha is
the person in charge to help the customers in solving
all problems or provide information that needed by the
customers.
As recommendation, Secretleaf should implement Live
Chat application by PropProfs because when the
customers see the Live Chat that is provided by the
website, the customers confidence to buy the

Figure 24 Live chat of

Military Cruise Deals
powered by ProProfs

products that is sells by the company is high since the person who are in charge

27 | S e c r e t L e a f

in handling the live chat will help immediately if there is any problem faced
by the customers.
In the same time, it is easier to response towards the chat rather than
email that been sent by the customers. Since by using live chat, the customers
will communicate with a real person who instantly provides all needs of the
customers.

So

when

implementing

live

chat

customers

can

easily

communicate with the business and tell the Secretleaf representative her
problem and get the response in short time rather than need to wait for a
long time.
Next, Live Chat improves the business revenue since it is one strategies by
the business to develop the business capability to communicate with the
customers. With live chat, the business can now communicate with potential
customers on their terms. This is because normally potential customers prefer
to communicate with the business since they are new with the products. So, Live
Chat do helps the potential customers to get all information they needs therefore
they know that Secretleaf is accessible and will take care of their customers
needs.

28 | S e c r e t L e a f

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