Ecommerce

Operaciones eCommerce bajo presión: cómo sostener velocidad y rentabilidad en LATAM

La logística dejó de ser un soporte y pasó a ser un factor crítico de conversión, experiencia y rentabilidad. Este webinar reunió a cinco referentes de logística eCommerce LATAM para poner en números algo que la mayoría de los equipos siente pero no mide del todo bien: Los costos logísticos suben, los clientes exigen entregas cada vez más rápidas y el margen no acompaña ese ritmo. Cualquier equipo que opera eCommerce en Latinoamérica ya lo sabe: la logística dejó de ser un "soporte" y pasó a ser un factor crítico de conversión, experiencia y rentabilidad.

DHL Supply Chain, Envíame, Pickit, Janis Commerce y Paquery operan y mueven millones de pedidos por mes en la región, y esto es lo que ven en la operación diaria, no en la teoría de producto, sobre dónde se rompe la conversión, la experiencia y el margen. 

Lo compartieron en el webinar organizado por Known Online: "Operaciones eCommerce bajo presión: cómo sostener velocidad y rentabilidad en LATAM".

El costo oculto del eCommerce en LATAM: por qué tu margen se está filtrando en los medios de pagos (y nadie lo está midiendo)

¿Cuánto margen pierdes cada mes sin saberlo? Es la pregunta que casi ningún eCommerce en LATAM se hace, porque mide fraude, mide tráfico y mide conversión general — pero rara vez audita el momento exacto del pago, donde conviven tres fugas al mismo tiempo: errores de checkout, costos de procesamiento mal negociados y fraude subreportado. Si gestionas medios de pagos en un eCommerce, esto te impacta directo:

• Negocias fees sin ver el costo real por canal.
• Tu fraude real probablemente no coincide con tu dashboard.
• Tu checkout puede estar bajando conversión sin que lo midas.
• Decides entre pasarela y agregador con data incompleta.

Mercado Pago, Nuvei, Fintoc, Lyra y Klap procesan millones de transacciones en la región, y esto es lo que ven en la operación diaria — no en la teoría de producto — sobre dónde se pierde margen. Lo compartieron en el webinar organizado por Known Online: "El costo oculto del eCommerce en LATAM: Fraude, fees y conversión que estás perdiendo sin verlo"." 

¿Qué es un seller center y qué beneficios trae a tu e-commerce?

En la actualidad, uno de los principales desafíos de las tiendas digitales es la gestión eficiente y rentable de múltiples vendedores dentro de un mismo ecosistema. Para dar respuesta a esta problemática, es fundamental entender qué es un seller center: una plataforma o módulo que permite administrar y sincronizar en tiempo real múltiples catálogos, inventarios y procesos vinculados a vendedores externos dentro de un marketplace o e-commerce corporativo.

ACWS increased its digital revenue fivefold and doubled its ROAS

ACWS is a company focused on marketing its products through e-commerce and strengthening its presence in the B2B market. They operate in Chile as strategic representatives of international brands specializing in the niche market of small mammals, birds, and reptiles, managing an inventory organized into five categories: Nutrition, Health, Hygiene, Enrichment, and Housing. In this multi-business-line environment, the company’s primary objective was not simply to “sell more,” but to build a commercial architecture capable of supporting operational scaling. They needed to optimize their e-commerce ROAS to ensure the profitability of their advertising investment and segment their messaging based on each audience’s transactional behavior. To achieve this, ACWS partnered with Known Online with a clear goal: to professionalize its media strategy, identify growth opportunities, and build a knowledge base that would enable better data-driven business decisions.

Josimar's digital channel revenue grows by 110%

Josimar, one of the physical supermarket in Argentina, was looking to take a definitive leap forward in the maturity of its digital operations. With a robust physical presence across multiple locations and its own online sales channel built on the VTEX platform, the challenge was not merely to increase order volume. The strategic objective was to build an efficient, highly measurable, and profitable digital channel capable of capturing daily demand for high-turnover categories—from groceries and beverages to fresh produce and meat—and transforming it into organic growth and long-term revenue. To achieve this, it was necessary to professionalize the management of the site and implement an end-to-end strategy that would unify performance, automation and advanced analytics . Known Online supported the company through this transition by designing an implementation aimed at optimizing the return on advertising investment and building loyalty among the brand’s repeat customers.

Colloky Case Study: +65% in organic revenue and +376% in SEO/GEO/AEO impressions

Colloky, a retail brand specializing in clothing, footwear, and children’s fashion in Chile, faced a common strategic challenge on mass-market e-commerce platforms. With an extensive, dynamic catalog segmented by complex categories that vary by gender, season, and a child’s developmental stage, the site’s organic visibility was limited by two critical factors: aggressive competition from large general marketplaces and the fragmentation of search engines’ crawl budget due to the large number of active filters for sizes, colors, and styles.

The business objective was not simply to increase overall site traffic. The goal was to build a robust information architecture, streamline indexing processes to enhance the online store’s faceted navigation, and capture highly qualified demand at the top of the sales funnel. To achieve this, Known Online designed a comprehensive SEO/GEO/AEO positioning strategy that combined advanced technical optimization with a continuous editorial structure of high semantic relevance. In this way, we succeeded in transforming the organic traffic channel into a commercial asset in its own right, capable of sustainably fueling and reducing conversion costs across the brand’s entire digital ecosystem.

Customer Retention vs. Acquisition: Why Does Separating These Metrics Undermine Your Digital Profitability?

To discuss whether an e-commerce should invest in acquisition or retention is a misdiagnosis. From a structural perspective and in terms of impact on EBITDA, treating traffic acquisition and the repurchase cycle as independent variables is one of the main causes of operating margin loss. A scalable digital business does not choose between acquisition and retention; it integrates both dynamics. Without acquisition, there is no market volume, and without retention, there is no operating margin. The real challenge is to build an architecture where both strategies work toward a single metric of success: the LTV/CAC ratio.

Animal Care is driving its e-commerce business through direct sales and organic growth

ACWS - Animal Care, a Chilean company specializing in the distribution and marketing of pharmaceutical and nutritional products and critical supplies for animal welfare, was facing operational inefficiencies in its business architecture. Despite having a robust platform such as VTEX for its B2B and B2C, the digital channel operated in a fragmented manner: it functioned as a catalog for browsing and discovery, meaning that closing transactions depended critically on the manual and direct intervention of the offline sales team. By 2025, the business challenge was not about “gaining visibility,” but rather about solving an invisible margin problem: the high cost of acquisition and management (man-hours) required to process orders—a burden that the digital ecosystem needed to absorb natively.

Known Online took on comprehensive management of the digital marketing channel with a strategy focused on measurable results. The focus was on equipping the e-commerce with operational autonomy, improve lead generation, accelerate conversion, and strengthen its organic presence to ensure sustainable growth throughout the year.

Evolutionary Support: GA.MA Peru Optimizes Its "Pick Up in Store" Service and Strengthens the Omnichannel Experience

GA.MA Peru is the Peruvian operation of the renowned Italian home appliance brand, positioned as a key player in the beauty and health sector. To meet the high demand for its products (hair dryers, hair straighteners, shavers, and hair clippers), the brand operates a robust online store with nationwide coverage and a network of physical stores where customers can pick up their orders. Within this ecosystem, it needed to strengthen one of the most critical moments in its omnichanneljourney: in-store pickup. The goal was clear: to align transactional communication with the operational reality of the stores to reduce friction, streamline in-person service, and improve the customer experience. To achieve this, the company relied on Known Online’s Evolutionary Support service—a model of continuous optimization that enabled the review, identification of pain points, and adjustment of automated messaging associated with “Pick up in store” orders. The initiative sought to improve the clarity of the process and ensure that every customer notification was triggered at the right time, directly impacting the omnichannel experience and end-user satisfaction.