In an attempt to get ahead of the game, online marketplaces must be reliable. The absence of that leads to heaps of complaints from consumers. Amazon has almost mastered consumer experience and is ahead of Flipkart as a result. While Paytm Mall may not be a front runner yet, it certainly feels that good customer experience is the key to leading the Indian ecommerce market.
Paytm’s ecommerce arm, Paytm Mall cut off more thousands of sellers from its platform for a fraud free business. These it will be replacing with offline sellers as per its Online-to-Offline (O2O) model. It then invested in logistical partnerships with local sellers for expedite shipping. This came after the ecommerce company delisted its logistics partners and courier aggregation centres to ensure superior customer experience.
Paytm Mall hopes for higher GMV
To keep its O2O strategy moving, Paytm Mall’s mobile app now features 1,000 brand stores and 15,000 brand authorised retailers. With them, the etailer has more than 65 million goods available on its app. The key categories Paytm Mall is focussing on are FMCG, fashion and electronics. It has partnered with top brands like Van Heusen, Fossil, Samsung, Apple and many others.
Customers using the app will have:
- a wide range of products to choose from
- authentic products from authorised sellers
- details of nearby brand authorised stores, local shopkeepers for immediate delivery (only for specific pincodes)
The company also mentioned that business, as well as regular customers, can enter their GSTIN (Goods and Services Tax Identification Number) while placing orders to claim tax credit later.
Paytm Mall is expecting GMV of $4 billion by the end of the year. And, it expects to meet its target by focusing on structured categories and brand authorised stores, like Alibaba’s (its major investor’s) Tmall.
According to Paytm Mall COO, Amit Sinha, “There are two broad business models for ecommerce: One is to become the technology partner of every retailer and second is to be a large retailer yourself. Our approach supports the first business model. We believe working with a million retailers is a much bigger purpose than creating one single, large online retailer.”