A brief extract from Business Leaders magazine (03/2019) about e-commerce in Czech Republic and other online resources I came across while doing the research.
e-shop/person ratio is the highest out of EU (around 42,167 e-commerce solutions currently running in Czech, yearly +3.5%)
estimated turnover for 2019 – 165miliard CZK (currently 122,215,343,123 Kč)
expected growth in small-business market = 13%
e-commerce brings around 10.2% of total turnover for small businesses
60% of e-commerce solutions cost around 300,000 Kč (out of box solution, often labeled as custom but it core+addon/edits)
full custom e-commerce solution sells around 1milion Kč (limited supply)
full price range is 80,000 – 10,000,000 Kč (b2c / b2b)
majority of agencies are located in Prage (78), South Moravia/Brno (28), Selesia / Ostrava (33)
Available solutions / options on the market:
template – open source or subscription based – shopify, webnode, wix, simply to launch but limited in functionality / customisation
out of box – usually based on core system provided by agency extended by add-ons, custom design, some add-ons already built but changes are driven by the main market target of the agency, otherwise custom development can become pricy or not allowed by agency
custom solution – custom coded, most expensive
in-house development – several employees working on e-commerce, usually used where e-commerce is primary business activity
!Note! Out of box is sometimes sold as “custom solution” to customers surprise.
Czech e-commerce is primarily driven by custom solutions provided by agencies!
New functions (dark purple) vs corrections (light purple)
Extract from shoptet e-commerce feedback (common problems):
welcome banner with discount = not welcomed, should be used for regular customers (new customers has not developed trust yet and wants to know the site/products better), potentially slowing down page load, should be used elsewhere
registration process, if possible allow no registration and get the details later
company info = business address, if missing the trust lowers customers interest, similarly contact section having only a form with no info of the recipient or who do you deal with can become a problem = loss of business
too many categories with a few products = too many clicks
returns of product = customer comes always first, even if they don’t read the condition of sale, find a way to make them happy = negative review means loss of business; be upfront with conditions and do not hide them in terms and condition section made by lawyer
Products in stock = must be in stock, be carefull with marketing where you state you have it in stock. If not in stock, offer alternative product. Try to provide as accurate data as possible. “Unknown” = not good.
Late delivery = customers not picking up products, negative review
Communication = late reply means no business, no feedback means no possitive reviews too, Order updates must be sent regularly and checked – otherwise again = loss of business. Be available where you are mostly active, customers automatically expect your presence there. Feedback from multiple sources / heureka, product review, and make sure you respond to most of the customers (most importantly those with negative feedback). Build on relationship with those that give positive feedback – little perks, bonuses etc.
Price comparison sites and their popularity/usage (source):