Learn 7 ways to improve your Online Storefront Service with the help of Effective Order Processing and CRM system.
theNewSourcing study, 89% of customers, who were dissatisfied with the service
in the online store, have never returned for another purchase.How should we
execute the order so that the customer was satisfied? Learn 7 ways to improve
your online store services with the help of CRM-system.
|How to Keep your Customers happy and Satisfied with an Efficient Order Processing and CRM|
You spend money on the attraction of each customer. Very often the first order does not cover your advertising costs. If the buyer has received a negative experience when working with you, he will go to a competitor. You lose a customer, second purchase, loyalty, and of course, you lose profits.
7 Tips for Processing Orders and Maintaining CRM in Efficient Ways
your services? Not much: the timely execution of the order, no hitches, and the
right communication. In this article, we will show how to achieve a great level
of service with the help of a specialized CRM-system for e-commerce. The same
rules work for the online store without a CRM system.
1) Distribute Orders Properly
stage of work with the received orders. Every sales team member in the online
store must clearly understand what types of orders he or she should process. Otherwise,
be sure that there will be many situations that nobody will process the order
because of relying on others.
|Distribute Orders effectively for running a Storefront Successfully|
So you will lose a customer. Generally, the CRM
system provides several options for distribution of orders:
channel (online shop, landing, mobile application, etc.) In this case, one
employee receives orders only from the online store and another – from the
method (e.g., orders through the basket are performed by one employee, while
another is processing orders by phone).
(for example, from a legal entity and from a person).
responsible manager. If the customer has made an order in the online store, the
next time, his or her order will be directed to the same employee as at the
of the customer. Thanks to modern CRM systems, you can assign the VIP status to
the client, and the most experienced staff will process the orders of a
taking into account online members of a sales team.
between employees will give them an understanding of responsibility zones of
each employee, distribution of workload and it excludes sagging orders.
2) Set the Rules of Order Processing
established procedure of order processing, they are free to do whatever they
want. The main thing is to close the deal. With this approach, you will never
reach the required level of service and customer loyalty.
to set the rules of order processing, in other words – the rules of transition
of the order status from one to another. With such regulations, an employee cannot
accidentally close a new order or appoint a delivery of the understaffed order.Order status should change gradually, without jumping and omissions. The
established method of order processing can significantly reduce the number of
errors and bring 100% of transactions to its logical conclusion.
3) Put a Time Limit on the Execution of Orders
online shoppers after ordering wait for a call back within the first 5 minutes. Do
you control this figure? If not, then you should start doing it. The CRM system
allows you to do it.
each of the order statuses. For example, a 5-minute limit on the order status
“New” means that during this time you need to call the customer to
confirm its order and then change the status to the next one. If an employee
skips this step, a wise CRM-system will give him a reminder that the order has
4) Set the Task and Get Reminders about Orders
to the client? Is it necessary to clarify the availability of goods in stock? You
can set tasks to each order or customer.At the appointed time the user of the
system will see a reminder of what needs to be done.
|Set Task and Reminders for successful order processing for your Store|
Employees are able to set
tasks by themselves. What do we get as a result? Firstly, we can delegate tasks
and monitor their execution. Secondly, now the poor memory is not an excuse –it
is impossible to forget about the task or skip it.
5) Integrate CRM-System and IP-Telephony
bundles for an online store. What will the integration of CRM and IP-telephony
give your online store?
the call. You can see the full name, previous orders, and can open the customer
card within one click.
customer card. You can create a new order and fill in the data during a call
with a client.
6) Monitors the Status of Parcels in the CRM
optimum work of a back office is the integration of your CRM and delivery
services, which an online store cooperates with. It allows:
directly via CRM system (choose the method of delivery, location, and time)
window” (no need to switch between systems)
7) Send a Notice to Customers about their Orders
CRM system, which allows sending notifications to customers about their
orders automatically. Buyers consider such email or SMS messages useful. Due to
these notifications, customers are aware of what is happening with their order,
when to wait for the goods, etc.This increases customer loyalty and their
confidence in the quality of your services. In addition, via CRM system you can
limit the time of sending the messages, for example, do not send a notification
your customers informed of their orders, anticipate their needs and do
everything in time.➤ How to Make your Marketing Centered around your Customer