If you don’t wear it, sell it. If you don’t use it, sell it.
We’ve almost all already heard these sentences, and here comes the ‘resale’ business in play. This business model has been in trend and has experienced a massive growth these last few years for many different reasons, including sustainability drivers, as well as affordability but also because of the modernization of the concept thanks to innovative industry players. Those players have taken the concept into their own hands and have twisted the general belief that second-hand products are ‘used’ or ‘old’ to being ‘sexy’, ‘edgy’, ‘trendy’, ‘cool (y)’…
See below an ad by one of the players:
As the recommerce market developed, so did the emergence of varied services in the industry. From fashion to electronics, CB insights data identified more than 100+ companies developing recommerce tech:
As can be observed in this figure, there are many categories that make up recommerce industry, some of which include:
The Nest by Concentrix, outsourcing company, is currently supporting many players in this industry such as a classified ads website that acts like a digital flea market, founded in France. The company was facing many scammers on its platform and required The Nest’s support to secure its platform for users. As such, The Nest implemented a content moderation tool which gathered all the features content moderators need to check to ensure quality but also efficiency.
As such, the tool could check the picture using an AI, to identify non-compliant content in image, to display the user’s history allows content moderators to quickly identify risky users, to analyze texts by highlighting forbidden words, scams and phone numbers, and so much more.
As a result, the company was able to significantly decrease the error rate, to improve accuracy and precision, and overall to secure the customer experience of all platform users
Searching for a specific service on different channels
Searching for a product on different channels
Digital Activation (Ad campaigns, SEO, SEA, online campaign management with flexibility, transparency, and cost efficiency)
Content Management (Generating banners to promote media’s content)
Registering with email / postal addresses, company ID / Status
Setting up a profile and finalizing details
Editing user info, adding photos and description
Integrity Background Checks
Consistency Checks
ID checks
Legal document checks
Policies Compliance
Description check (prostitution suspicion, violent, racist or inappropriate words, underaged suspicion)
Photos’ check
(nudity, racist symbols, other non-compliant items)
KYC
Market knowledge
Creating an ad to sell a product with consistent/complete info price and pictures
Buyer browsing through product and starting the prospective process. They may start setting alarms and research criteria
Consistency Checks
Photos’ check
(nudity, racist symbols, other non-compliant items)
Filling product pages respecting marketplace rules and SEO optimization
Looking for a product or service on a search engine
Data Annotation (Search engine suggestion optimization…)
Categorization Enrichment
Picture moderation
Text moderation
Policies compliance (illegal items, counterfeits, fraud…)
Content Management (make sure the right information is at the right place for your customers to find)
Customer Support
Wait for interested buyers to make offers or purchase the item right away
Comparing offers, checking reviews and asking the seller questions
Description management
Questions moderation
User’s report management
Customer Support
Detection of spams (based on number of queries sent)
Users’ reports management (check of content reported by users during chatting time, and meet-up, whether it is for inappropriate behavior or car issue)
Selling safely
Buying with trust
KYC Services (avoid financial frauds and chargebacks)
Alter management
Online Payment management
Pay & deliver (fulfilment, customs)
Managing post-sale reviews and utilizing insights
Sharing both good and bad customer experiences publicly
Reviews Content Moderation (ensures reviews are posted by actual customers, are not vulgar, and relevant)
Review escalation
Dispute management
Scam management
Since end-consumers are put at the center of resale operations, many challenges arise no matter the type of a resale business.
How to manage content at each step of markeplaces’ customer journey? How to fight against counterfeiting? How to secure every transaction? How to avoid fraud, illegal items, poor image quality, duplicate ads and so much more?
Let’s first look at the resale businesses that operate thanks to consumer classified ads (e.g. Vinted, Decluttr).
No matter your industry or type of business, we want to insure the best possible experience for all your users, while protecting them from scams or other.
From consistency checks to content or community management, or from data annotation to digital activations, we can support you thanks to our deep industry knowledge, expertise, latest tech tools and a personal dedication towards sustainable players.
