company. Moreover, consumers can make an order (Add to Cart) and make the paymentthrough the website of the company. In addition, if consumers are facing some problems orquestions, they can direct contact with the company through “Contact Us” page. Furthermore, in order to manage the customer relations effectively, the website of CKTrading provides and offers the Frequently Asked Questions (FAQ). FAQ are listed withquestions and answers. The main purpose of FAQ is to communicate the customers byproviding frequently asked questions and answers. CK Trading’s FAQ is shown as below.Question(s)Answer(s)Whatarethemainingredients that used toproduce Cheese PopiahOur Company isusing the fresh and finest ingredients toproduce Cheese Popiah Chips. The main ingredients ofCheese Popiah Chips consists of oil, popiah, sugar, cereal,44
Chips?milk and cheese powder.Is Cheese Popiah Chipssuitable for children?Yes because the main ingredients that used to produceCheese Popiah Chips is cheese powder. It is very suit thechildren’s taste as it doesn’t taste spicy at all.Do you have wholesalepricing?Yes, we offer wholesale pricing. Please contact us for detailsas our company is providing Business-to business andBusiness-to-consumers Transactions.Am I able to come to yourlocationandpurchaseproduct?Yes, we are open to the public. Please contact us fordirections.I placed an online order lastweek and haven’t receivedit yet. Where is it?Orders are normally processed within three days. You canexpect to receive product between one and two weeks fromplacing your order. Please kindly contact us if you stillhaven’t received the product during the third week.I have a small store. Canyou deliver products to me?Depending on your location. If we can’t deliver you direct,we can set up a product delivery through logisticmanagement.Myproductarriveddamaged. What now?Please do contact us with your order number and, ifpossible, please send us pictures of the product. Damagesare caused by improper handling on the shipper’s part. Westrive to make sure the product you receive is in propercondition before being shipped out. Please save all thepackaging material and product if an inspection is requiredby the shipping company. We will also need the trackingnumber of your package from the damaged box of products.Table 20: Frequently Asked Questions (FAQ) that Provided by CK Trading to its Consumers9.2.2CRM through Social MediaSocial media is the new way to approach and increase the number of customers in themarketplace. It has many features such as chatting, comment or “like” the post. Bymaintaining CRM through social media, the communication is easier and low costs areincurred. Also, all messages and information can be send and received easily between thesellers and buyers. CK Trading is using Whatsapp, Facebook (Figure 3) and Instagram platforms tocommunicate with their customers. The primary reason of CK Trading is using social mediato maintain its customer relations is because it is the most convenience and easier approachfor contacting the customers and at the same time to advertise the product (Cheese PopiahChips).