Choosing an e-commerce agency is not as easy as it sounds. There’s a lot at stake: costs, sales, customer experience, and your brand reputation, just to name a few. Sure, every agency markets itself as the best service provider out there, but who will cater to your specific business needs rightfully? Hence It’s crucial to ask an agency the right questions to determine whether they can finish your project on your timeline, within your budget, and in a way that keeps your operational needs and customer journey in mind. But what are the right questions to ask an e-commerce agency? We’ve got you covered. Learn, tried-and-true, real-life examples of questions to ask an agency before committing to a proposal and why they’ll help you make a better-informed decision.

1. What Sets You Apart?

Every agency claims they offer beautifully designed websites personalized for your brand and enhancing the customer journey. But is it what separates the best companies from the rest? In this scenario, give the agency a chance to explain what sets them apart; you might find that your values align or differ, or that they pride themselves in a practice that inspires or discourages you. Understanding their unique value proposition can help gauge whether they have the right approach for your business. Look for answers that highlight innovation, experience, and a track record of success in your industry. This question will help you identify if the agency's strengths align with your business goals.

2. What’s Your Level of Expertise with Particular Platforms?

If you already know for sure that you want to work on a specific platform like Adobe Commerce powered by Magento, or Shopify Plus, ask the agency what sort of credentials and certifications they have with that particular platform. Their expertise should include a deep understanding of the platform’s capabilities and limitations. For instance, being a Magento Silver Solutions Partner means access to the latest information and proactive measures regarding Magento 2 coding standards, new technologies, security measures, and best practices. This ensures that your agency is equipped to handle the technical challenges and opportunities of your chosen platform.

3. What Specific Online Retail Experience Do You Have Related to Our Industry?

While this might not be necessary for an agency to do a great job on your project, it always helps to know if the developers and designers you work with already have experience in your specific industry. This indicates the insight they might already have into your target market and operational needs. Industry-specific experience can lead to more relevant recommendations, better user experience design, and an overall more efficient project timeline. Ask for case studies or examples of previous work to see how their past projects align with your business objectives.

4. Do You Offer the Ability to Re-Platform or Migrate Us as We Grow?

Sometimes you outgrow your platform, and while that’s great, you’ll want to make sure that the team you work with, can bring you to the next level. Especially if your business is ready for an enterprise plan like Adobe Commerce Cloud, Shopify Plus, or BigCommerce Enterprise, ask about their re-platforming process, too. It includes understanding the timeline, costs, and potential disruptions to your business. An agency experienced in re-platforming can provide a seamless transition, ensuring minimal downtime and preserving your SEO rankings and customer experience.

5. What Can We Expect in Terms of Communication: What Services, How Often, and How Long Does Response Time Take?

It’s important to know whether the agency you choose plans to communicate in a way that works best for you, and in the timeliness that you prefer. While some offer 24/7 support via phone or email, others might be reachable only within office hours and prefer to communicate via Slack or email. Their offerings should align with your needs. Clear and consistent communication ensures that you are kept in the loop with project progress, potential issues, and ongoing support. It also sets the tone for your working relationship, ensuring that both parties have the same expectations.

6. What Support Do You Provide If the Site Goes Down?

Even just minutes of downtime can hurt sales, especially during a busy hour or holiday season. Make sure the agency you work with has the resources available to get you back up and running fast. This is a good time to also make sure they manage updates and new technology releases with minimal effect on business. Knowing their disaster recovery and business continuity plans will give you peace of mind that your online store is in safe hands. Ensure they have a clear protocol for identifying issues, communicating them, and resolving them promptly.

7. Do You Have Experience with Improving Site Speed?

In today’s fast-paced world, site speed is becoming increasingly important. An e-commerce agency should prioritize site speed in all of its projects. Faster load times lead to better user experiences, higher conversion rates, and improved SEO rankings. Ask about their strategies for optimizing site speed, such as image optimization, caching, and minimizing code. A proactive approach to site speed can significantly enhance your customer’s shopping experience and your bottom line.

8. What is Your Project Management Process?

Will you be assigned one point person, or will you be working with a revolving team? Is client care included after the project is launched? Will there be a discovery phase, and how in-depth will the agency try to get to know your business’s needs and goals? These questions cover all crucial aspects of project management. A well-structured project management process ensures that projects are delivered on time, within budget, and to your satisfaction. Look for agencies that provide a detailed project roadmap, regular updates, and clear points of contact throughout the project lifecycle.

9. What to Ask About an Agency’s Current Clients

Even if client information is private, you can still inquire about an agency’s retention rates and active client base. What’s your client's year-on-year retention rate? How many active clients do you presently have? Do you have any existing clients that may create a potential conflict of interest if we choose to work with you? Do you sign an NDA with us as your client and all your other clients? These are some questions that help you understand the agency's client relationship dynamics and confidentiality practices. A high retention rate indicates satisfied clients and successful projects, while transparency about potential conflicts of interest ensures ethical business practices.

10. If Customizations Are Created, Who Owns the Intellectual Property of the Code?

This might not seem important at first, but if you ever find that you want to make changes down the road and use a different agency, you’ll want to have ownership. Ensure that any custom-developed code for your project is owned by you, providing you with the flexibility to make future changes without legal complications. Clear ownership terms protect your investment and ensure that you have full control over your website’s functionality and future developments.

Conclusion

Choosing the right e-commerce agency is a game-changer for your business. By asking these crucial questions, you’ll be better equipped to find a partner that understands your needs, aligns with your goals, and can drive your online success. 

At Xena Intelligence, we pride ourselves on delivering tailored solutions that optimize listings and ad campaigns for e-commerce brands. Learn how brands grew on amazon with us.

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