The Customer View of Web Order Fulfillment
Have you ever tried to be your own customer? Most retailers will employ someone, a mystery shopper, to walk into the store, make some purchases and report on their experience. This is because the customer’s experience in a brick-and-mortar location is a huge part of being a successful retailer. But the customer’s view of web order fulfillment is equally important to your success as a retailer and many factors have a direct effect on customer experience.
What Omni-channel Shoppers Want
Think back to the last time you shopped online. Most people expect fast-loading pages, ease of search features, shopping carts with the ability to make a wish list for later, and clear payment options. Many want those payment options visible on every page so they don’t get to the transaction and discover they have the wrong card.
Product information needs to be updated in real time so that an out of stock item isn’t an unwelcome shock. It’s a good idea to have a way to be notified when your item is restocked, too. Reviews, order options, and other details add to the sales funnel. Mobile sites need to be easy to use since many shoppers use their phone to browse. If you can offer a variety of pick-up and delivery choices, that’s a plus.
Most customers have no idea what is involved behind the scenes in order fulfillment. They just want the item they want and they want it when, how, and where they want it. Part of the thrill of online shopping is watching the progress of your order as it is prepared for shipment, sent on its way, and out for delivery. That ability to track an order can influence where the customer will place their order the next time.
A bad experience where a product isn’t as described or is damaged in transit can be overcome by the ease of the return process. An available customer service chat feature can resolve any confusion. Everything combines together across multiple channels to make online shopping successful for the customer. But what about the retailer?
ChainDrive Web Order Fulfillment
Retailers need to be able to process multi-channel orders with speed and accuracy so that customers can order online with confidence. Take a look at ChainDrive Web Order Fulfillment software and see how it can work for you to change the way your customers view your business.