Performance and Load Testing User Testing and Feedback Collection Application Deployment and Maintenance
Implement 1 month Deployment Preparation and Infrastructure Prepare Deployment Environment and Infrastructure User Training and Documentation
Application Deployment on App Stores System Monitoring and Post-Deployment Support
Upgrade and
maintenance Constanly Ongoing Monitoring, Bug Fixing, and Enhancements Monitor and Address System Issues
Implement Bug Fixes and Security Patches Enhance Features and User Experience Optimize System Performance
Provide Customer Support and Improve User Experience
25
4.5.1. Mile stones
Milestone Estimated Timeline | Description
Preparation Phase | 1 month after | Clearly define project goals and have a detailed Completion project kickoff implementation plan.
UƯUX = Design| 3 months after | UI/UX design finalized, ready for development Completion project kickoff phase
Application 6 months after | Core app features developed and unit tested Development project kickoff
Completion
Comprehensive 7 months after) App has undergone functional, security, and Testing project kickoff performance testing, ready for deployment.
Completion
Application 8 months after) App deployed to target platforms and accessible Deployment project kickoff to users.
Post-Deployment | 1 month after | Evaluate app performance, gather user feedback, Evaluation deployment and plan improvements.
5. Customer relationship management (CRM) 5.1. Customer service
In today's competitive business landscape, providing exceptional customer support is not just an afterthought; it's a strategic umperative. By establishing a robust and diverse customer support network, businesses can foster stronger customer relationships, enhance brand loyalty, and drive business growth.
Offering a variety of customer support channels transcends mere product and service delivery. It demonstrates a genuine commitment to understanding and addressing customer concerns, creating a seamless and supportive customer experience.
Key Elements of an Effective Customer Support Ecosystem
1. Live Chat: Live chat provides an immediate and convenient solution for handling simple customer inquiries. Customers can receive prompt assistance, saving, them valuable time and frustration.
26
2. Email Support: For complex issues involving data or images that require in- depth analysis, email support offers a structured and efficient approach. A dedicated customer support email box ensures that inquiries are handled effectively and promptly.
3. Hotline Support: Hotlines serve as a vital lifeline for urgent customer needs, providing immediate assistance and resolution.
4. Self-Service FAQs: A comprehensive FAQ (Frequently Asked Questions) section empowers customers to find quick, accurate answers to common questions, streamlining the support process and reducing wait times.
5. Customer Feedback Mechanism: Encouraging customers to provide feedback on their support experiences 1s crucial for continuous improvement.
Feedback allows businesses to identify areas for enhancement and tailor their support strategies accordingly.
6. User-Friendly Communication: Employing clear, concise language and easy- to-read fonts fosters effective communication with customers. This enhances interaction and improves their overall perception of the product or service.
By implementing a diverse and well-structured customer support system, businesses can cultivate stronger customer relationships, boost brand reputation, and achieve sustainable growth. Prioritizing customer needs and fostering open communication are essential steps in building a loyal customer base and driving business success.
5.2. Marketing campaign
In a bold move to expand its influence and strengthen its market position, Creative Bay has launched the "Discover Creative Bay" marketing campaign. With the ambitious goal of driving revenue growth and attracting a vast pool of new users, this campaign marks a significant step forward in Creative Bay's mission to foster and connect the art enthusiast community across the nation.
Within a span of four months, the "Discover Creative Bay" campaign aims to achieve two primary objectives:
1. Revenue Growth: Increase revenue generated from art courses and experiences offered on the Creative Bay app by at least 20%.
2. Brand Awareness and User Acquisition: Enhance app visibility and attract a minimum of 30% new users.
With a dedicated budget of approximately 50 million allocated for advertising activities across popular Vietnamese platforms, Creative Bay is poised to maximize its investment and achieve its ambitious growth targets.
27
Youtube
15%
TikTok 30%
m TikTok
i = Instagram
70
= Google Ads
= Youtube
Instagram 20%
15%
Figure 10 : Advertises through platforms
The "Discover Creative Bay" campaign 1s meticulously crafted to optimize resource utilization and effectively achieve the dual goals of revenue growth and user acquisition. By employing a strategic combination of paid search advertising, social media marketing, and high-quality content creation, Creative Bay aims to build a vibrant and diverse community of art enthusiasts while simultaneously elevating its brand presence in the market.
Ill. Conclusion
Mobile commerce has ushered in a profound transformation of e-commerce, painting a picture brimming with promising opportunities yet also accompanied by formidable challenges. Businesses are now presented with a plethora of untapped market segments, expanded customer reach, and the potential to implement cost-saving strategies and optimize operations. However, this explosive growth of e-commerce has also intensified the competitive landscape, demanding continuous mnovation and customer engagement efforts from businesses to stay ahead of the curve.
For mobile commerce applications specializing in handicrafts, the future holds immense promise. By embracing innovation, prioritizing user experience, seamlessly integrating mobile technology, and relentlessly pursuing exceptional mobile shopping experiences, these platforms can secure and maintain their position at the forefront of the market.
At the heart of Creative Bay's success lies its unwavering commitment to user experience, enabling the development of strategies that cater precisely to customer needs and aspirations. This customer-centric approach has garnered Creative Bay a
28