As ecommerce continues to grow in the Middle East, the competition does as well. Many international players such as Amazon have taken a huge interest in this region and have set-up or bought out locally established companies to strengthen their positions in the market. Pricing competition, product offering, delivery innovation, and overall engagement strategies should make us even more excited as customers.
We all know Amazon’s range of products, delivery, and loyalty program is great. In hopes of finding options just as impressive for you, we decided to see how MumzWorld.com and Firstcry.ae’s customer experience in buying baby products compare to Amazon.ae and they did not disappoint!
To level the playing field, we focused on finding a specific product, the Philips Avent Bottle Drying Rack. After purchasing the item from one website, we made two other purchases to test the rest of the customer experience. The points evaluated are on a scale of 1 to 5 with 5 being the most customer experience friendly – all topics are given equal importance.
|Finding the Product
|Product Information Availability
|Shipping and Payment Options and Information
|After-sales Follow-up & Support
All 3 websites displayed adequate product information, images, and general details.
Both Amazon and Mumzworld had less than 20 reviews while Firstcry had none. It may be due to the amount of sales but Amazon also has the benefit of tapping into their worldwide database for product reviews. Edge goes to Amazon.
All three websites offered multiple shipping and payment options. Firstcry and Amazon both charged for shipping while Mumzworld did not. To test the ‘free delivery’ option, we decided to purchase the bottle drying rack from Mumzworld to see if delivery time was compromised and again, we were not disappointed.
Nothing to say here – all three delivered exactly or better than promised. We did not check whether we bought directly from website inventory or a third-party seller just to make sure we were fair.
Though all three websites had superb order confirmation methods by email/ SMS and delivery confirmations, we gave the win to FirstCry as the product was supposed to be delivered in 5 days but was delivered in 2.
We did not encounter any issues with the 3 products we purchased but in terms of follow-up surveys, Amazon and Mumzworld did a fantastic job. All three have easy return policies that are clearly communicated after the transaction so be assured that you will get service support from all 3.
We also have been bombarded ever since with promotional and cross-selling emails. We understand that it is a strong selling tool for them but we hope our data will remain safe in their databases only.
In conclusion, we tend to focus on the biggest or most well-known but when other innovators in the market are making strides to improve our experience, then we should always consider other shopping destinations especially when it’s category-specific shopping, like baby products.