The e-commerce industry has seen significant growth in recent years, accelerated by the pandemic, which has increased the rate of digital adoption. With no signs of slowing down, the competition within the sector has intensified. To stay ahead, an eCommerce brand must focus on several critical areas: product quality, customer experience (CX) delivery, and fulfillment. All these elements are crucial to the success of your business, but the importance of CX delivery and seamless fulfillment cannot be overstated. Inadequate fulfillment can lead to subpar customer experiences, resulting in customer attrition and damaging your brand’s reputation. E-commerce Call Centers provide omnichannel connection to improve the overall experience and satisfaction.
Studies show that
- 94% of consumers blame retailers for poor delivery.
- 79% of online shoppers are influenced by free shipping when purchasing from an eCommerce brand.
- 38% of online shoppers abandon a cart because a package may take more than a week to be delivered.
- 83.7% of shoppers say delivery is the most important to the shopping experience.
So, in a nutshell, to retain your customers and make them keep coming back, you need to find the best eCommerce fulfillment provider and offer seamless customer support to help your customers get information on your fulfillment. So, before you go into the detail of how can an eCommerce call center can help you deliver great customer support during the fulfillment, let’s understand the eCommerce fulfillment process.
What is fulfillment?
ECommerce fulfillment is the eCommerce operation that delivers your products to your customers. Your e-fulfillment processes comprise several things –
- ECommerce store and fulfillment center integration
- Receiving and inventory management
- Order fulfillment
- Returns processing
The following chart will give you an accurate idea of how fulfillment works.
How Does E-commerce Fulfillment Work?
In order to ensure a great fulfillment experience for your customers, you need to combine it with the right customer support at each stage of the fulfillment. Even when you outsource your fulfillment to a third-party logistics (3PL) partner, you can still ensure a great customer experience by aligning your eCommerce call center and your logistic partner with your brand. Here’s how your eCommerce call center can help your customers by providing them with accurate order information.
E-commerce Call Center Services That Help You Deliver The Best Customer Support During the Fulfilment Phase
Order processing – E-commerce call centers can provide your customers with order processing. They can take your customers’ orders process the information and inform your fulfillment partner.
Order tracking – While the order is in the fulfillment stage, an eCommerce call center can process your customers’ order tracking requests and provide them with accurate information regarding the fulfillment stage via email, chat, or voice. They can also offer them an estimated delivery time. Providing timely and accurate information regarding an order via your customer’s preferred channel can put their minds at ease and improve their overall experience.
Proactive communication - In case of a delay at your eCommerce distribution center, the eCommerce call center can proactively reach out to your customers and inform them about the delay. It can also give them an estimated time of delivery. It will improve customer satisfaction and ensure a superior experience.
Return – Even when you let your 3PL partner handle the return requests, you need to handle the customer service for return requests. Return or refund requests are often the last phase of a customer’s journey. A good return or refund experience can make a customer come back and do business again with you in the future, while a lousy return or refund experience can make them switch to a competitor brand. Therefore, it is crucial to deliver a superior experience to retain your customers. Your e-commerce call center partner can do just that for you.
Conclusion
These are some of the ways an eCommerce call center can help you deliver a superior customer experience during the fulfillment. Therefore, it is essential to have a call center outsourcing partner by your side who can ensure a high service quality at every stage of your eCommerce business operation and also work seamlessly with your logistic partner to deliver accurate and timely information to your customers, improving their satisfaction level.
