Yebhi.com ( A brand of Big Shoe Bazaar) - Over 1100 brands, Interacts with over 5
million visitors every month and Ships 10,000 orders on daily basis. The state
of art 100,000 sqft fulfillment center to ensure the inventory, the in-house
delivery mechanism (Yebhi Express) to guarantee delivery within 24 hrs and the
young and dynamic B-school graduates (Yebhi Champs) to ensure customer delight.
We got in touch with Mr. Manmohan
Agarwal, CEO Big Shoe Bazaar (Brand owner Yebhi.com) to understand how he and
his team was able to reach at this stage and what are their future plans.
What are Yebhi’s
current initiatives to grab the major portion of Ecommerce market share?
We at Yebhi.com have always put customer experience as the
focal point of all our initiatives. We aim to provide the customers the best
variety and quality of products, at the best price, delivered quickly and
efficiently. A few of our recent initiatives towards the same are:
New User Interface - The new UI makes it possible to shop online
with the help from friends and family. The portal is optimized for touch and
built with fluid display to ensure an outstanding experience on devices of all
sizes (4inch – 55inch), especially the Ipad. The ability to review, recommend,
share and save collections has added a whole new level of interactivity to the
website.
Try and Buy option
– Yebhi.com allows users to try out products at the time of delivery and return
if not 100% satisfied to the Yebhi Champs, no questions asked. This helps user
experiment and get the touch and feel of products before purchase.
100 Days return
policy – The 100 days return policy gives the customer a risk-free shopping
experience.
0% interest and 0
processing fee EMI – The entire yebhi.com catalog is available on 0%
interest and 0 processing fee EMIs. This allows users to build the wardrobe or
collections without paying extra.
We have seen that Yebhi.com provides the quickest delivery with 24 hrs. How is it possible?
The following steps have been taken to ensure the quickest
delivery (within 24hours) in most circles.
How do you deal with
your dissatisfied customers? Because one dissatisfied customer can cost you
5000 customers?
Yebhi.com believes that the customer experience is
paramount. We introduced Yebhi Champs
and have received rave reviews from our customers. We listen to our customers
regularly and shape solutions based on their feedback. We have introduced Try
and Buy to ensure that the customer is 100% satisfied with their purchase. The
customer also has 100 days to return the product if not completely satisfied by
it. Yebhi.com has also introduced one-click automatic returns on the website
eliminating the need for customers to call the customer care center. This helps
ensure transparent and speedy return processing, Yebhi Champs are able to help
the customers at every stage of shopping online to further enhance their
shopping experience.
What is your plan to
utilize the $20 million funding that you received?
We will continue to work on supply chain, logistics,
customer acquisition and services. We have introduced many ground-breaking new
initiatives and have scaled up some of the earlier pioneering works since our
funding. We will continue to invest
heavily in processes and technology to ensure the widest variety of products
and categories are available to our customers. The shopping experience and
customer satisfaction is and will continue to be our focus.
Tell us something about
your latest acquisition stylishyou.in. What benefit Yebhi has derived post
acquisition and are you focusing on any other acquisition in coming future?
Yebhi acquired StylishYou and post that we have had their
team joining us. This has resulted in a complete overhaul of our jewellery
offerings. Today, we can proudly claim that no other E-tailer in the country
has the range of products in this category that we do. We believe jewellery
will be an important drive of commerce in the country and hence we invested in
that.
How many brands and
product lines Yebhi has currently and what are the future plans?
Yebhi.com has over
1100 brands. We plan to expand our brand and product offerings. The high
volumes that we are able to move for our partner brands has made us very
attractive avenue for retail.
Typically how many
visitors are coming to Yebhi.com website and what is the conversion?
Yebhi.com receives about 50,00,000 visitors each month and
we ship out around 10,000 orders daily.
What all technology
initiatives Yebhi has planned for next 6-8 months. Are smart phones and tablets
going to be a part of your customer acquisition strategy?
We are introducing and adapting new technology and processes
on a daily basis. Our goal is not only to just have better technology but also
better training for the workforce to ensure optimal usage. We believe the next
evolution will be social commerce and m-commerce. We have made tremendous
strides in those 2 areas through our new user interface. The new UI integrates
social media into the website and is available and optimized for smart phones
and tablets. We believe our consumers are on social media and are extremely
mobile and we need to have greater presence on both to provide the best level
of service to them.