Mind map

Title name: mind mapTeacher: Marco Antonio Rodriguez Rojo Student: Kenia Sayuri Vigil Camacho Quarter: 3Matrícula: 233110288 Group: 3Date: september 26

Customer

Service

Service perceived by only 39% of customers.

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Pre-purchase

Purchase

Reliability. Responsiveness. Empathy. Tangible and Intangible Elements.

Post-sale

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Security, Technology

and Tools in E-commerce

E-commerce Security

Technological Tools

One-Time Passwords (OTP)

Cryptography

Authentication

SSL and TLS

REFERENCE IN APA FORMAT

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OTPs provide an extra layer of security by generating a unique password for a single transaction or login attempt.They are typically sent via SMS, email, or authentication apps.Using OTPs minimizes the risk of credential theft because even if a hacker obtains a user’s password, they cannot access the account without the OTP.

One-Time Passwords (OTP): Additional Security for Transactions

Customer Profile1. Current Customers: - Make regular purchases. - Can be active (frequent buyers) or inactive (have stopped buying). 2. Potential Customers: - Have not purchased yet but have the possibility to do so in the future. 3. Satisfied Customers: - Have had good shopping experiences and are loyal to the store. 4. Unsatisfied Customers: - Have had a bad experience and are likely to switch brands, potentially harming the store's reputation if they share their dissatisfaction.

Customer Profile

• Zendesk: A customer service platform that offers ticketing, self-service, and customer support features. It helps businesses manage customer inquiries and enhance their support experience.
• Hootsuite: A social media management tool that allows businesses to monitor their social media channels, schedule posts, and engage with customers in real-time.
• UserVoice: A platform for gathering customer feedback and suggestions, allowing businesses to understand customer needs and improve their offerings based on user insights.
• CRM (Customer Relationship Management): Systems designed to manage a company’s interactions with current and potential customers. CRMs help track customer information, sales, and service interactions, enhancing relationship management and customer satisfaction.

Technological Tools

Basantes Andrade, A. V., Gallegos Varela, M. C., Guevara Vega, C. P., Jácome Ortega, A. E., Posso Astudillo, A. M., Quiña Mera, J. A., & Vaca Orellana, C. F. (2016). *Comercio electrónico*. Universidad Técnica del Norte.

REFERENCE IN APA FORMAT

In e-commerce, the website replaces the physical store presentation. It is essential that the design is attractive and easy to navigate, providing all relevant information for the customer to make an informed decision. This includes:Product display.

• A clear and simple purchase process.
• Visible access to customer service.
• Clear Policies:

The portal must detail the company's policies to build trust and transparency. This includes:

• Return and refund policies.
• Terms and conditions of use.
• Privacy and data protection policies.
• Offers and Benefits:

Clearly displaying promotional offers, discounts, and the benefits customers can receive. This helps capture customer attention and enhances the shopping experience from the start.

Pre-purchase Phase:

SSL (Secure Sockets Layer) and TLS (Transport Layer Security) are cryptographic protocols designed to secure communication over a computer network.They provide:Encryption: Protects the data exchanged between the user and the server.Authentication: Verifies the identity of the communicating parties.Data Integrity: Ensures that data has not been altered during transmission.Using SSL/TLS is crucial for building trust with customers and safeguarding their data during online transactions.

SSL and TLS: Security Protocols for Transactions

Sending notifications about the order status.Shipping information, with the possibility to "track the product" or perform real-time package tracking.Post-purchase Offers and Notifications:Once the purchase is made, it is recommended to keep the customer informed about new offers and products. This not only strengthens the relationship with the customer but also increases the likelihood of them becoming a repeat buyer.Personalized discounts or promotions for future purchases.Notifications about new products related to previous purchases.Service Evaluation:Requesting customer feedback through surveys or product reviews can help improve service and strengthen customer trust.

Post-sale Phase

Authentication is crucial for verifying the identity of users attempting to access a system. This can involve various methods, such as:Username and Password: The most common form of authentication.Multi-Factor Authentication (MFA): Requires two or more verification methods (e.g., something you know, something you have, or something you are).Ensuring that authentication processes are secure helps prevent unauthorized access to sensitive information.

Authentication: Process of Validating User Identity

Cryptography involves the use of algorithms to secure information, ensuring that only authorized parties can read or modify data.Techniques include:Symmetric Encryption: Same key for encryption and decryption.Asymmetric Encryption: Uses a pair of keys (public and private) for encryption and decryption.It is essential for protecting data during transactions, ensuring secure communication between clients and servers.

Cryptography: Protection of Electronic Communication

Definition: It is the service that companies provide to communicate directly with their customers and ensure their satisfaction throughout all stages of the commercial transaction. It involves resolving doubts, providing assistance, and maintaining an active relationship before, during, and after the purchase. Importance: Customer service is crucial in e-commerce, as it’s not only about a good product or price, but also about how the customer is treated.

Customer Service

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Transaction Security:The customer must feel confident that their financial data is protected. To achieve this, it is crucial to implement security mechanisms such as:SSL/TLS certificates to secure communications.Protocols like 3-D Secure to verify the authenticity of the transaction and prevent fraud.Payment Methods:Offering a variety of payment methods increases the chances of the customer completing the purchase. Common methods include:Credit and debit cards.Paypal: A secure and widely used global method.Bitcoin and other cryptocurrencies, which, although less common, are gaining ground.Bank transfers and mobile digital payments (depending on the market).

Purchase Phase:

Reliability: Consistently and securely delivering the services offered.Responsiveness: Quickly and flexibly addressing the customer's needs.Empathy: Providing personalized attention that makes the customer feel valued.Tangible and Intangible Elements: The presentation of the business online (website design, clarity of information) is crucial for building trust.

Keys

Confidentiality: Ensures that sensitive information (such as personal data and payment details) is accessible only to those authorized to have access. This involves using encryption techniques to protect data during transmission.Integrity: Refers to the accuracy and consistency of data. In e-commerce, it’s vital to ensure that the information remains unaltered during transit, preventing unauthorized modifications.Availability: Ensures that information and services are accessible to authorized users when needed. This includes protecting against denial-of-service attacks and ensuring robust server uptime.

E-commerce Security