Albert Biga Presents Zoobashop: The Largest Online Retail Store in Ghana

Albert Biga, Founder and CEO of Zoobashop, the largest online retail store in Ghana, explains how Zoobashop stands out and what are its key competitive advantages.

“We are number one in service. It is a big deal for us. Especially online, where you almost do not have a touchpoint to the customer, service is very important. A lot of other players downplay it, especially those who are playing the bargain game, who want to be the cheapest. We are not in that space. We are in the space of providing awesome online shopping. Firstly, for every single order that hits our system, the customer gets a confidence boosting phone call to say that we have received their order, how many items, payment method, delivery location and time, etc. We engage the customer and that is the touchpoint that makes the customer feel special. It is a known fact that when you go e-commerce or online, potentially you risk losing that touchpoint, but we make sure that that touchpoint is still there. After the order has been delivered, we sample a number of the completed orders and check on how the product is doing and if the client is happy. In cases where customers are unhappy with a product, we allow them to return the product for a full refund within seven days. Service is our number one advantage. Another advantage we have is that because we are not hired guns, we as founders understand the business and we have grown it from day one to where it is now. We have not gone crazy spending money that we do not have. We are quite a lean operation which means that we can pass on savings to our customers. More importantly, when we start talking to investors, it is a big asset for many of them that we are not a company that has just racked up debt and burned cash like a few of our competitors do. We are a well-run company. The team has a good mix of tech and business people. That gives us a big edge in the market”, says Albert Biga.

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