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Feature fit is crucial. If the platform does not align with your requirements, it simply isn’t a good fit.

eCommerce businesses should detail the features and functionality they need and look for a platform that addresses these needs effectively. If all of the functionality you need is not already part of the SaaS software, find out if will develop these features before you contract with them.

Questions to ask:

1. Does it have what we need?
2. Does it deliver the value you’re looking for?

Reliability and scalability should be foundational pieces. The quality of an eCommerce platform won’t matter if the system can’t handle peak demand or is unreliable.

While overall, cloud-based platforms are becoming more reliable, the cost of downtime continues to rise significantly. When you’re talking about eCommerce software, any disruption can cost you sales.

Questions to ask:

1. Will it scale automatically to handle peak usage?
2. What’s the provider's track record on downtime and mean time to repair (MTTR)?

You will want to take a deep dive into a SaaS platform’s security and compliance. You need to keep your data and assets secure and have access to the tools that inspire confidence in customers. Customers already leave some $4 trillion abandoned in carts every year, you can’t afford to give them any reason to question security. 17% of consumers say they don’t complete sales because they don’t trust the site.

Besides the security of payment processing and data, you also have to make sure your eCommerce platform provider will keep you in compliance. The alphabet soup of compliance measures is growing every day: PCI DSS, GDPR, CCPA, ADA, COPAA, SCA PSD2, and more. Managing shipping, taxes, duties, and tariffs — especially for cross-border sales — can be complex.

Questions to ask:

1. What security measures are in place to protect customer data?
2. How much risk is there of data loss
3. How is compliance handled?

You also need a SaaS eCommerce solution that will integrate efficiently with your existing tech stack, providing APIs and pre-built integrations to sync your data for efficient operations. You need real-0time visibility into all aspects of your eCommerce business and everything must work together seamlessly.

Questions to ask:

1. How well does it work with our existing systems?
2. How easily can we connect these systems?

Another area to explore is startup and operations. You need a firm understanding of the onboarding process and what help is available to you. Make sure that there is adequate human support to help guide you through the process. eCommerce is complex and you don’t want to work with a platform that is totally self-service with only documentation or videos to help with the onboarding process.

Questions to ask:

1. How much work will it take for onboarding and setup?
2. What level of customer service is available?
3. Can I reach dedicated (human) customer support if needed?

Of course, cost efficiency is a big part of any decision to invest in eCommerce digital products. You want to make sure the cost provides a solid return on investment and can scale without destroying your profitability. There should be an economy of scale so that increasing revenue doesn’t eat up your margins.

Questions to ask:

1. How do costs scale and are they predictable?
2. Is the ROI sufficient that it’s worth the investment?

Your goal is to build a sustainable business. So, you need an eCommerce solution that is continually innovating to keep you on top of emerging trends and regulations. Things change quickly in the tech sector and with consumer behavior. You need a platform that can evolve as your company and your customers grow.

Questions to ask:

1. How innovative is the company compared to its competitors?
2. Does the long-term vision align with our goals?
3. Are they open to adding requirements for us?