Business is thriving on the Web. Many companies that settled for selling their products off-line last century are now finding the technology of present times convenient for offering those same products online.
The presence of the Web has made things easier, but it has also invited new points to consider. A company selling goods both on and offline need to handle the business of taking orders, storing goods, getting items ready to ship, and eventually sending products to their customers.
Fulfillment services can address many tasks for your business, but one of the most important (and underestimated) duties is fostering contact with your customers.
Today’s customers want to shop in anonymity, but they also desire contact as well. It seems paradoxical, but it’s true; you need to know when and how to contact the customer.
Email is a key platform of communication regarding the process of fulfillment. Read about the following reasons why.
Make sure your fulfillment house gives acknowledgement
When customers order by phone, catalog, or email, they become anxious. They want to be sure their order was received and they followed the correct protocol regarding the accrual of their desired item.
Your fulfillment company needs to acknowledge the customer as soon as their request is received. This assuages any of their concerns and strengthens their propensity to order from your business again.
A fulfillment service needs to confirm a customer’s information
Customers not only want to know their request has been received by your fulfillment company, but they also want to know you have all the correct information. It will put them at ease to know their billing address, mailing address, credit card number, etc. has been correctly filed.
Make sure your fulfillment service puts your customers’ concerns to rest by sending another email confirming all the necessary information needed for your company to process and ship their order has been received.
The fulfillment house’s duty to relay tracking information
Customers have been acclimated to ordering in the past by phone and mail-in orders, and now more and more consumers do their shopping online, yet anxieties still exist.
Customers may know you have received their order and processed the germane information, but they also want to know at what stage of the buying cycle their product rests.
Fulfillment vendors need to supply consumers with tracking information. This way, the consumer knows you and your fulfillment house have done your duties, and they can track their parcel through a mail carrier system.
It is the extra effort that counts with the customers. Remember, the Web makes it easier for consumers to shop anywhere. What differentiates you from your competition? The above steps show the customer that you appreciate their business and you care about easing their ordering anxieties.
Why should emails be akin to the fulfillment process?
A letter or a phone call could also serve the same purpose as the above, but emailing is easier and more efficient. Sending letters warrants time to write, envelope, and send the letter; and phone calls require hiring and training of customer service personnel. In addition, letters can get lost; and, people will not always be available to take your call, causing more time to be devoted to the process.
The fulfillment process is complemented well by email. Emails can be sent automatically and instantly in regards to ordering and information reception; and customers will appreciate knowing they can conveniently find tracking information via their email inbox.
About the Author
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