(TIỂU LUẬN) MIDTERM REPORT BITIS ECOMMERCE SOLUTION FOR THE FUTURE

HO CHI MINH CITY UNIVERSITY OF FOREIGN LANGUAGES– INFORMATION TECHNOLOGY FACULTY OF BUSINESS ADMINISTRATION -*** MIDTERM REPORT BITI'S : ECOMMERCE SOLUTION FOR THE FUTURE Class : Saturday Shift 5-6 Instructor : Phạm Thị Mộng Lành Nguyễn Minh Thư MSSV: 19DH120637 Nguyễn Phương Thảo MSSV: 19DH120808 Võ Thị Thúy Quyên .MSSV: 19DH120396 Bùi Thị Thu MSSV: 19DH120778 Phạm Bùi Phương Thảo .MSSV: 19DH120708 Lê Hoài Thương MSSV: 19DH120803 Nguyễn Thị Thanh Thúy MSSV: 19DH120714 Nguyễn Bách Thảo Viên .MSSV: 19DH120620 Phạm Thị Diễm Thư MSSV: 19DH120731 10 Huỳnh Thị Huệ .MSSV: 19DH120638 11 Trần Mai Khoa MSSV: 18DH490827 Ho Chi Minh City –December, 2021 TABLE OF CONTENTS I INTRODUCTION II FACTORS TO CONSIDER WHEN PREPARING TO PROMOTE SOME NEW TACTICS AND IMPLEMENT E-COMMERCE TECHNIQUES IN BITI’S II.1 Features you are recommended to incorporate in the website and how these features can benefit Biti's II.1.1 Online payment gateway - Accounts registered online: Internet Banking, Mobile Banking, Bank website II.1.2 Chatbot II.1.3 Pop-up Ads II.2 Biti’s expands the market by combining old and new features .9 II.2.1 Biti's cooperates with e-commerce channels .9 II.2.2 Modern strategies to attract Biti's customers 11 II.2.3 Biti's offers built-in facilities for electronic purchase and sell transactions 13 II.3 Biti's must evaluate and may confront challenges when implementing various E-commerce strategies 16 II.3.1 Data security 16 II.3.2 Online identity verification 17 II.3.3 Convert visitors into paying customers .17 II.3.4 Attract potential customers 18 II.3.5 Customer experience 19 II.3.6 Customer loyalty 20 II.3.7 Analysis of competitors and competition 20 II.3.8 The cost of the product 21 II.3.9 Refund policy 21 II.3.10 Continued Uncertainty during the COVID-19 pandemic 22 II.3.11 Difficulties concerning Item Tracking 22 III CONCLUSION 24 IV REFERENCES 25 I INTRODUCTION From a tiny production plant established in 1982, Binh Tien evolved into a cooperative specializing in the production of rubber sandals With a passion for the country's economic prosperity and energetic proprietors, Biti's has confronted several hurdles throughout the subsidized economy The company is currently looking to build a long-term and sustainable investment plan based on the notion of "Innovation for the purpose of the company's existence and development." They are always looking for new ways to connect with and serve the Vietnamese market, with prestige and service quality as the top principles for all manufacturing and commercial activities Biti's has also been inventing in order to stay up with the advancement of technology and young Biti's is no different as firms compete for more attention in E-Commerce As a result, the purpose of this leverage, Biti's may face in the future and potential remedies II FACTORS TO CONSIDER WHEN PREPARING TO PROMOTE SOME NEW TACTICS AND IMPLEMENT E-COMMERCE TECHNIQUES IN BITI’S II.1 Features you are recommended to incorporate in the website and how these features can benefit Biti's II.1.1 Online payment gateway - Accounts registered online: Internet Banking, Mobile Banking, Bank website Collect money from customers quickly, minimizing the risk of order cancellation: Particularly for sales units, they can integrate this payment gateway on their website, can collect money directly from customers, reducing Minimize order cancellations or failed COD shipping orders The reason is that once a customer has paid, they tend to avoid canceling orders Manage transaction history: In addition, sellers can easily manage transaction history and avoid confusion in the store's order payment process Increase purchase rate: When the transaction process takes place quickly and conveniently, the level of customer satisfaction will increase; thereby increasing the buyper-order rate and the buyer's return rate This is one of the solutions to optimize the purchase journey and customer experience, from which the customer's attitude towards the business will be promoted in a positive direction II.1.2 Chatbot Automate boring tasks Chatbot can help you eliminate the need for a secretary or assistant at work Some of the tasks that chatbot can assist you with include: searching the internet for information, set up appointments and reminders for you, and automatically sync and report on purchasing preferences, customer age, revenue, and profit on a daily, weekly, and a monthly basis When people use chatbot to time consuming and boring tasks, they will have more time to themselves Stimulate buying behavior and increase sales efficiency Chatbot not only help increase brand recognition by automatically sending promotional messages and inviting customers, but they also help increase sales efficiency by: Increase offers and promotions to meet customer needs to create motivation for consumers Recognize the difference between search words and phrases, and provide answers and recommendations for products of interest to customers Works with popular messaging apps like Messenger, WeChat and others… Make direct payments using various payment systems When customers have too many choices, businesses pay great attention to optimizing the shopping experience or taking care of customers "in bed" Reduce the time customers have to wait for a response to the service you provide Customers expect you to respond quickly, accurately, and give them exactly what they want Always ready to serve 24/24, seven days a week and respond quickly to all customer requirements Always online 24/24 and quickly respond to all customer requests Chatbots are virtual robots that can work 24 hours a day, seven days a week and respond to customer messages and comments at any time of the day or night and never get tired and always obey orders It works continuously 24 hours a day, 365 days a year without a break As a result, your customers will have a positive experience when they use your services Handle multiple inbox customers at the same time without confusion Here's an easy example: What if you received hundreds of comments a day asking about your product and dozens of messages asking you to order? Can you handle everything on your own? How long will your customers have to wait for you to answer their questions? Are you sure you won't mix up the customer's name, product or shipping address in each order? Chatbots will solve this problem by serving all your customers and making sure that no customer is left out or left waiting It is already used by major delivery companies like Taco Bell and Dominos Pizza to arrange delivery Can both sell and take care of customers automatically Chatbot can sell products because they keep your fanpage online 24 hours a day, seven days a week According to a recent study, 70% of social media users prefer texting to calling and nowadays, With the domination of e-commerce sites like Tiki, Lazada and others, No one needs to drive to a store to buy everything As a result, people are increasingly turning to the internet to fulfill their needs This allows the chatbot to sell products tailored to the needs of each customer Furthermore, the chatbot will remember the customer's answers and adjust their responses accordingly As a result, it creates a personalized service that is specific to each customer and to a wide range of customers After automatically collecting customer information It will remember important customer information like birthday, wedding anniversaries, first order date, etc On the right occasions, your chatbot will automatically send birthday wishes or promotions to all your customers Customers will remember you for your attention, dedicated care and continuous promotional messages Bring satisfaction to every customer When customers have too many choices, businesses pay great attention to optimizing the shopping experience or taking care of customers "in bed" Reduce the time customers have to wait for a response to the service you provide, customers expect you to respond quickly, accurately and give them exactly what they want Direct customers to the relevant products and services you offer Customer information should be secure and data collection should be simplified Effective and cost-effective Using a chatbot equates to increasing the productivity of dozens or even hundreds of employees It has the ability to easily communicate with thousands of customers at once When needed, you only need a few customer service agents present to answer questions that botchat cannot As a result, costs will be significantly reduced while revenue and customer satisfaction will increase II.1.3 Pop-up Ads Make money through Pop-up Ads Pop-up Ads, in addition to banner ads, are used by some bloggers and websites to monetize their content or websites There are online services available for creating mobile pop-ups to sell your products Effective in attracting people's attention Pop-up ads, according to AKA Marketing, are 50% more effective than banner ads at capturing people's attention As a result, if your goal is to attract the attention of the target customer segment, this advertising method will not let you down Limit the rate of users skipping ads Whatever the user's reason for accessing the website, they will still see Pop-up Ads when moving to a specific location; additionally, businesses can set the time that Pop-up Ads appear There is no way to avoid seeing ads unless the user installs pop-up blocking software As a result, the number of users who skip your ads is reduced Increase your conversion rate Pop-up Ads, when used and configured correctly, have the potential to increase a website's conversion rate A sufficiently appealing and engaging Pop-up Ad can entice people to click on the ad, which increases the conversion rate While Pop-up Ads annoy many users, you're still fortunate to be able to manage their content So whether or not this marketing strategy is entirely up to you Use Pop-up Ads to ask for feedback You can customize your popup, as previously mentioned You can use it to solicit feedback or opinions from your customers Drive website traffic While the Pop-up Ads may have an impact on the viewership of the website that introduces them, they can also benefit you When a visitor from another website, clicks on a pop-up ad, they are directed to your website or product Improve subscriber count Your subscriber base can grow if visitors find useful website and Pop-up Ads are placed correctly and appear at the right time Help retain customers Pop-up can be used to notify visitors that they are about to leave your site You can also personalize your Pop-up Ad announcements by including great deals that they will miss if they leave your site Gives the opportunity to reach loyal customers or readers By understanding what your customers want and knowing what content to place on Pop-up Ads, you will be able to reach out to more readers who are already fans of your website or brand for the money they can get II.2 Biti’s expands the market by combining old and new features II.2.1 Biti's cooperates with e-commerce channels: Expanding the market with Haravan: Biti's experienced a technology crisis in 2016, which had a significant impact on business results and online user experience, at a time when the company was launching extremely successful marketing campaigns such as "Di de tro ve" or "Lac Troi" with the newly launched Biti's hunter product line Customers can't buy products online, but they can't buy goods directly at stores, because the company's sales website at the time had infrastructure problems and frequently crashed, resulting in Customers can't buy goods online, but they don't have goods directly at stores to buy directly "In a time when any family can buy basic things with just one click, not being able to view and shop for the shoes they prefer online is such a bad consumer experience Haravan and Biti's collaborated to rebuild the entire online sales system, including an omni-channel sales platform, website, and automatic connection with shipping units, after discussing and coming up with a solution /logistics, online payment channel, aggregate reports, connect to Biti's ERP system Biti's completed the system and solution for the online channel in early 2017, with a platform that can handle 15,000 visitors at a time The haravan team was in charge of everything Biti's decision was made after the unanticipated business results: that chance relationship had to become a long-term collaboration From a common and business standpoint, it is not difficult for the two sides to work together and produce great outcomes rapidly "Biti's has planned ten incredibly successful E-commerce, in particular, will aid in bridging the gap between Bitis and consumers Customers used to have to go to Biti's store to buy shoes, but now shopping and payment are seamlessly linked Customers only need to go to Biti's website or e-commerce sites like Shopee, Lazada, or Tiki of Biti's to choose their favorite product, and with just one click or one touch of the screen, they can easily order items without having to go through complicated payment procedures Biti’s focuses on "technology" to attract potential youthful clients and increase the market: According to the survey results on Internet use in Vietnam by Vnetwork in February 2020, 68.17 million Vietnamese individuals use the Internet, accounting for 70% of the population and 24% of those who purchased goods online in the previous year They will continue to employ this trading approach in the future, according to the number From the above statistical results, Vietnamese people are increasingly preferring online purchasing and placing greater trust in online security measures Up to 95 % of Vietnamese internet users are between the ages of 15 and 25 Around this period, brands began to focus on the younger generation, sometimes known as Generation Z or Gen Z Children born between 1996 and 2010 are known as Gen Z, and they are between the ages of 11 and 25 According to the assessment of OC&C Strategy Consultants, Gen Z has grown up with technology, the internet, applications, and social media from an early age They keep up with social media, engage with pals, and shop online on a regular basis This generation is also more influenced by celebrities 12 Not all Vietnamese brands are capable of identifying the best KOLs for their products and developing an efficient communication strategy Biti's, on the other hand, has chosen Son Tung MTP, a star who is really popular among Vietnamese Gen Z Biti's and Son Tung MTP's collaboration in the MV "Lac troi" in 2016 generated a social media boom in the country, as well as a long-term diffusion on foreign platforms After a week on the market, Biti's Hunter had a 300% boost in sales Consequently, Biti's has stimulated shopping behavior among customers, especially young people Specifically, Biti's net revenue in 2017 reached VND 1,587 billion, an increase of VND 296 billion, equivalent to 23% compared to the previous year In 2018, net revenue reached more than VND 1,861 billion, up 17.3% compared to 2017 Although 2019, 2020 is a difficult time for most businesses because of the Covid 19 pandemic However, the e-commerce boom in these years has made Biti's revenue skyrocket Biti's parent company's net revenue in 2019 was VND 1,954 billion, with a net profit of VND 111 billion, up 51% and 42% respectively from 2016 II.2.3 Biti's offers built-in facilities for electronic purchase and sell transactions: User feedback Consumers are prone to reading online reviews A product star rating is the top concern for 92 percent of visitors Negative reviews may appear to be fatal to a company's success However, the contrary is true Consumers will believe that the positive reviews are fabricated or that the negative ones have been deleted if there are no negative reviews Since then, all Biti's e-commerce product reviews and even web sales have been made public, allowing shoppers to simply consult prior buyers for clarification 13 more about the product's quality and appearance This is a minor detail, but it is also a means to promote underground items, increase consumer trust, and, at the same time, correct the company's flaws in order to improve service, product, and goal quality The ultimate goal is to increase market share Special deal According to Le (2021), special offers will encourage customers to buy more and spend more time looking on the internet Bitis, like other brands, always has a variety of special offers for a variety of other items Bitis has a feature that allows customers to accumulate points in order to receive gifts for frequent users of the service Bitis has a system that saves information, accumulates points, and allows customers to convert accumulated points into discount codes ranging from to 15% off future purchases Students get their own discounts and incentives, even if they are still students There are also a number of days when discounts and promotions are available All of Bitis' customer incentives are strategies for the corporation to boost revenue, expand client segments, and push product markets both domestically and internationally Biti's can use e-commerce as an online marketing tool to increase the market by combining previous features that were used by Biti's in the past with new features that are available now Customers from all across the country and the world will be able to purchase the company's items in this manner With access to extensive consumer data and the ability to track client buying behaviors and new industry trends, it's easier than ever to stay ahead of the competition, Biti's may swiftly develop and redirect their marketing strategy for their things, products, and services to match the customer experience 14 II.3 Biti's must evaluate and may confront challenges when implementing various E-commerce strategies II.3.1 Data security 15 Almost every retailer is now considering establishing an internet sales channel Consumers gain from e-commerce, but it also comes with concerns, particularly in terms of data security In fact, to store information, businesses often choose database management systems for centralized storage Consequently, this place is the target of attacks by bad people to steal information and cripple business transactions Therefore, database security is necessary in e-commerce business With the growing threat of data theft and security breaches, the need to perfect cyber security is essential However, it is often an expensive, complex, and error-prone process Backing up data should always be done regularly, Biti’s should also consider to invest in servers as well as secure data, storage places to ensure data is not stolen If parameters, business data and information to customers are not kept safe and secure, it will cause serious problems for business operations as well as the brand image will deteriorate in the eyes of consumers It may be argued that maintaining clients' privacy is critical to the success of ecommerce Many customers buying products online have been abused by bad people to take advantage of their personal information, get scammed, or buy fake or imitation goods Every year, hundreds of fake websites are created to serve fraudulent needs As well as thousands of accounts on social networks or stores on e-commerce platforms created with the aim of defrauding inexperienced and inexperienced shoppers This will make customers wary when buying online II.3.2 Online identity verification 16 When customers visits a website of Biti’s to verify the accuracy of buyers details information, an online identity verification solution is the most suitable way It helps Biti’s determine if buyers provide accurate information and are genuinely interested in your products The electronic identification and authentication system provides users with a secure tool to protect their identities and helps Biti’s quickly identify unauthorized transactions However, with the growth of electronic transactions, service providers face huge challenges in terms of security and assurance of the identity of transaction objects and identity verification Moreover, intermediary payment units (Momo wallet, Zalo Pay…) have developed significantly in Vietnam since the appearance of the Covid-19 epidemic, people quickly converted from cash payment to online payment With an increasing number of users, website of Biti’s needs to set up various layers of security to verify a user's online identity such as: biometrics, AI, single sign-on, two-factor authentication, etc to ensure the security in the process of buying, selling and exchanging transactions II.3.3 Convert visitors into paying customers This is considered the biggest challenge for e-commerce andBiti’sas well A website or online store can have a lot of hits, impressions and clicks However, sales are not as high as the rate of website visits In fact, most customers visit the website but not add any items to the cart, or take any action on the website There is also a group of customers who visit your website and have taken action to add to cart one or more products, but they still not purchase Therefore, increasing the number of visitors to 17 convert into leads or customers is a difficult thing for a new business to start an online business like Biti’s Usually, the reason why customers not click the buy button on the website is because: the experience on the web is not good, the product price is not what they want, the shipping price and time is not suitable, etc Whether the problem is big or small, it will greatly affect the buying decisions of potential customers Therefore, Biti’s need to ensure that all elements and aspects, even the smallest, need to be optimized so that the website is always improved to best suit customer needs II.3.4 Attract potential customers Attracting Potential Customers is one of the issues Biti's must consider and may confront while using E-Commerce methods Currently, e-commerce sites offer a wide range of products from many companies, giving clients additional options and attracting new customers to the business If you own a firm, you must devise appealing pricing, promotion, delivery, and, most importantly, good product quality policies Biti's has had some very appealing campaigns to attract clients, such as from December 2020 to January 2021, when you purchase Biti's items, you will earn various prizes, the most notable of which is a one-car prize Biti's concentrate on product quality because durability may save an anecdote like "Shoes only wear out the soles, don't expect the straps to break," "Shoes may be old but the end will last." structure remains the same" to attract customers Apart from focusing on product quality or promotion policies, attracting potential clients is usually a key priority for businesses, especially when Biti's extends its business 18 on e-commerce platforms Biti's can currently attract more customers to its side by creating customer polls via email to better understand and meet customer needs, while also being cautious in the advertising stages on electronic websites because advertising must be directed to the right audience to attract potential customers When it comes to increasing Biti's business on e-commerce platforms, this is one of the issues the company should address II.3.5 Customer experience Biti's may encounter the difficulty of Customer Experience when using E-Commerce techniques For e-commerce websites, the customer experience is the golden key to success Customers will continue to use the firm's products if they have a positive experience the next time, which helps the company increase sales in business operations As a result, increasing customer experience is critical for the company's long-term success When Biti's develops its business to include e-commerce sites, it's critical to focus on creating a website with vibrant colors and a user-friendly interface because this is where shoppers will be able to try out online products and decide whether or not to purchase the company's goods.Biti's must create a beautiful website that attracts viewers, make it easy to refer to products, and invest in a professional team that is always available to answer to clients on e-commerce sites in order to provide positive experiences On e-commerce sites, respond swiftly to client inquiries, always send thank you emails, and review customer satisfaction questionnaires after each purchase II.3.6 Customer loyalty 19 Biti's faces the issue of gaining consumer loyalty while using e-commerce tactics Customers become loyal to a brand when they have positive encounters with its products and services Loyal customers are critical to a company's success since they generate times more sales than new customers and have a success rate of over 60%, compared to 5-10% for new products sold to a single client.Biti's is currently present throughout the country and has accompanied many generations of students, demonstrating the trust that customers have in Biti's products However, in order to boost business on Biti's ecommerce sites, it is vital to improve customer experience, because customers who have a positive experience with products and services are more likely to return and buy again It's good to always gain loyalty from previous customers and trust in new customers by consistently increasing the quality of shoes, sandals, etc Always provide excellent customer service, stay in touch with consumers through the means they choose, and notify frequent customers of specials or new items, as well as appealing customer incentives Customers who have been with Biti's for a long time send email to customers with solutions to help Biti's gain customer loyalty II.3.7 Analysis of competitors and competition Customers will be presented with hundreds of possibilities while conducting a product search, thus it is critical to allow consumers to make product decisions and to distinguish yourself from the mob of Biti's Biti's major business is in the realm of fashion, especially in footwear, which is a competitive industry with numerous enterprises Biti's is up against some of the world's most well-known brands, including Nike, Adidas, Converce, and so on 20 Biti's, a long-standing Vietnamese company that has been on the market since 1982, has to conduct a complete investigation of its competitors to determine what items they sell, how they generate new customers, and how they keep in touch with customers Biti's is increasingly bringing Vietnamese youth closer by renewing a younger self to meet the trend that Biti's is pursuing II.3.8 The cost of the product Biti's is often less expensive than other brands because it is a Vietnamese brand (Here we analyze mainly the brands that are selling real and quality goods, not fake ones) Selling its products at Biti's reasonable pricing is also a benefit Small and large stores in Vietnam have long identified Biti's with their consumers Although the Biti's brand is familiar to Vietnamese consumers, it appears that Biti's is still struggling in the e-commerce sector due to competition Although discount coupons are available, Biti's has not used many significant promotional in the e-commerce sector, resulting in people being familiar with the brand but unlikely to buy Biti's II.3.9 Refund policy Biti's always wants to build a consumer-friendly image by sticking to the slogan "Nang niu ban chan Viet" The Biti's Hunter shoe line, which debuted in early 2017, ignited a frenzy among the young and quickly "sold out," paving the path for the development of a completely Vietnamese footwear company Regardless of the customer's purchase, they also pay attention to the quality, price and return policy from the brand.Customers want the freedom to resolve faults without paying the price when purchasing online, therefore refund policies will make them feel 21 more comfortable Biti's has always ensured the trust of its customers, and certainly, having this policy has given Biti's an extra plus point II.3.10 Continued Uncertainty during the COVID-19 pandemic The growth of online stores in the previous year was unparalleled as the Covid-19 pandemic raged, but it also means that Biti’s have to rethink how this will manage nearly every business division There's no denying that e-commerce has had the majority of the test, from fulfillment to shipping methods and online payments to packaging But besides that, is it still a trend in the future? The increased amount of uncertainty that still awaits us is one of the key concerns that will plague e-commerce Despite the fact that more people are purchasing online, the epidemic continues to have a huge impact on the real-world components of e-commerce Shipping issues can cause consumer frustration when they can't physically touch the product or the shoes arrive wet due to unforeseen weather factors, social distancing tactics may limit the company's ability to meet immediate needs, and the fact that a buyer's disposable income declines will almost certainly continue to worry Biti's ecommerce businesses II.3.11 Difficulties concerning Item Tracking Countries around the world in general, as well as Vietnam in particular, are currently restricting imports and exports, as well as refusing to welcome visitors, and at the same time tightening borders in combination with anti-coronavirus measures to varying degrees at different levels So the desire wanting your goods to be delivered to you as quickly as possible is the desire of anyone when ordering something online Therefore, 22 the prompt delivery and assurance of product quality when reaching the users' hands is increasingly a challenge for Biti's Not to mention tracking your goods has never been more difficult because tracking too many items will lead to confusing orders However, this problem is not without a solution We need to plan the serial numbering of each Biti's product line as well as classify the boxes on the batch numbers printed on them Even if a corporation has its own storage facility, tracking products by serial number or batch number might assist in ensuring that the oldest items are shipped out first It is also an excellent tool for tracking consumer complaints and quality, allowing the business to significantly improve the quality of the things you offer over time III CONCLUSION 23 On the basis of the points mentioned above, it seems that incorporating E-commerce and integrating the systems within these clients are very important, especially while the economic situation is constantly changing due to the strong impact of the pandemic Nevertheless, in the process of implementing this plan, we will encounter some difficulties that cannot be avoided, because the Ecommerce market, although not new in the age of technological development, is always fluctuating, leading to many unwanted wishes if the company invests in the wrong way The failure is the mother of success - On our way to success, there is no way to the final destination without any obstacles, every fall is a lesson learned be drawn The marketplace is a battlefield, the more profitable the business will be, the more difficult it will be, but with the mission to bring the best benefits to customers as well as the company, I personally believe that the combination of E-commerce and integrate old and new features into the system, Biti's will reach out to the world market even more IV REFERENCES 24 15 Must-Have E-Commerce Website Features! (2019) Retrieved from: https://tatthanh.com.vn/tinh-nang-cua-website-thuong-mai-dien-tu Danziger (2019) How Amazon used big data to rule e-commerce Retrieved from https://insidebigdata.com/2019/11/30/how-amazon-used-big-data-to-rule-ecommerce/ Do V A (2020) Market Research on Digital Payment Methods in Vietnam-The Opportunities and Challenges of Vietnam Going Cashless Retrieved from https://www.theseus.fi/handle/10024/338079 Hoa M (2020).The battle to regain the right to 'care for Vietnamese feet' of Biti's and domestic shoe manufacturers Vietnambiz Retrieved from https://vietnambiz.vn/cuoc-chien-gianh-lai-quyen-nang-niu-ban-chan-viet-cuabitis-va-cac-hang-giay-noi-20200927095345681.htm Hu, H., Nen, Y., Chua, T.S and Li, X (2014) Towards Scalable System for Big Data Analytics: A Technology Tutorial, IEEE Access, vol 2, pp 652-687, June 2014 Lam Giang (2021) Đưa thương mại điện tử vượt thách thức Retrieved from: http://www.hanoimoi.com.vn/tin-tuc/Kinh-te/1010356/dua-thuong-mai-dien-tuvuot-thach-thuc Ngô Vũ Tấn Khanh (2021) Thách thức với thương mại điện tử bối cảnh bình thường Retrieved from: https://vneconomy.vn/thach-thuc-voi-thuongmai-dien-tu-trong-boi-canh-binh-thuong-moi.htm Nguyen, M (2021) Bitis’s Hunter – Cu loi nguoc dong cua de che giay dep Viet – [ Biti's Hunter - The comeback of the Vietnamese footwear empire ] Retrieved from https://vietcetera.com/vn/bitis-hunter-cu-loi-nguoc-dong-cua-de-che-giay- dep-viet Nguyen T (2017) Three seconds in Son Tung's ‘Lac Troi’ MV and the'revival' of a brand Phu Nu Retrieved from https://www.phunuonline.com.vn/ba-giay-trongmv-lac-troi-cua-son-tung-va-su-hoi-sinh-mot-thuong-hieu-a77720.html 10 Phung, N.N (2020) About the Spark Retrieved from https://viblo.asia/p/timhieu-ve-apache-spark-ByEZkQQW5Q0 25 11 Team Vue.ai (2020) 10 Biggest Ecommerce Challenges in 2021 Retrieved from: https://vue.ai/blog/ai-in-retail/ecommerce-challenges-in-2021/ 12 Tsai, C.W., Lai, C.F, Han-Chieh, and Vasilakos, A V (2015) Big Data Analytics: A Survey Retrieved from https://journalofbigdata.springeropen.com/articles/10.1186/s40537-015-0030-3 13 Thach thuc cua thuong mai dien tu giai phap giai quyet (2021) – [Challenges of E-commerce and solutions ] Retrieved from https://innovativehub.com.vn/thach-thuc-cua-thuong-mai-dien-tu-va-nhung-giaiphap-giai-quyet/ 14 Tran.L (2021) "promotional" techniques to boost sales Retrieved from: https://suno.vn/blog/7-chieu-khuyen-mai-giup-tang-doanh-thu-ban-hang/ 15 Trinh, Q T (October 16 2018).What Biti's representative said in Haravan's new product launch press conference Haravan Retrieved from: https://www.haravan.com/blogs/tin-tuc/biti-s-noi-gi-trong-hop-bao-haravan? fbclid=IwAR22L5kg8VENYSSZ3WNDH_sYABiFsrQv0CJcWYTT_kuR8rBt WVhJa_voL94 26 ... like Biti’s Usually, the reason why customers not click the buy button on the website is because: the experience on the web is not good, the product price is not what they want, the shipping price... increasing the buyper-order rate and the buyer''s return rate This is one of the solutions to optimize the purchase journey and customer experience, from which the customer''s attitude towards the business... eliminate the need for a secretary or assistant at work Some of the tasks that chatbot can assist you with include: searching the internet for information, set up appointments and reminders for you,