Last year was the time for apparel and accessories to catch popularity with the masses in the ecommerce race. This year seems to be the race to win the top spot in the electronics and appliances category.
India’s biggest online retailer, Flipkart now wants to add another dimension to its electronics and appliances category through a tie-up with an after-sales services agency. If reports are to be believed, Flipkart is all set to buy stakes in Jeeves Consumer Services Pvt. Ltd, which provides after sales services for large appliances and electronics.
Flipkart re-entered the large appliances category in April this year, after it had to withdraw its services in the category last year due to delivery problems.
Flipkart had launched a range of tablets in June under the brand DigiFlip. The tie-up with Jeeves will help with its plans to launch its own products like televisions and refrigerators, in addition to electronics.
Jeeves handles maintenance, repairs, product guarantees and related services, which can be utilized by Flipkart in attracting consumers to buying from its platform and also counter the services provided by offline retailers who had an edge till now based on this.
So having an after-sales agent like Jeeves in their wing will add to Flipkart’s credibility and help to push their products with consumers, thus adding more feathers to its already full cap. “There are two things that attract consumers to buy large appliances online. One is price and the other is service support,” said Devangshu Dutta, chief executive at consultancy Third Eyesight. “After-sales services are crucial to gain customer trust in buying large appliances and electronics, especially as people in the past have bought these kind of products online only to realize that the after-sales support was poor.”
As it is, the online retail biggies like Flipkart, Amazon and Snapdeal are facing the fury of offline retailers accusing them of malpractices and unethical pricing policies. A larger share of the consumers’ wallets now lean more towards online retailers due to the unbeatable discounts and offers.
While the online retailers are making the most of the attention from consumers, offline retailers are trying to convince the government to take regulatory actions to keep the so-called malpractices in check. They claim that the steep discounts damage their image, as it’s not possible for them to offer such discounts to consumers.
While yesterday we heard about the Karnataka government’s decision to amend the VAT Act and thus simplify ecommerce rules, today there is news about how the government would not take any action in regulating ecommerce. Whether the government, state or centre, will take any action we can only wait and watch.
After dwindling with her family business, into travel and hospitality, for more than 3 years, Pooja Vishant found her true love in writing. Happy-go-lucky and cheerful, she loves pink; so pink is the way to go if you want to get into her good books. The Associate Editor keeps track of even a leaf that has moved in the ecommerce world!
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