Big Picture Pointers for Expanding your Ecommerce Business

There comes a time when ecommerce start-ups must take a serious look at their future growth. Breaking in to the biz can be easy, but success requires careful planning. A third-party fulfillment provider can lend you their experience and infrastructure to help you develop a strategy for efficient expansion - but you need to make sure they align with your business goals, brand objectives, and growth potential. To help you find the right 3PL provider that's in-tune with your goals, keep the following elements in mind.
    

Scalability

Your logistics provider should be as flexible as your industry – able to grow and scale its services alongside your business. At Fulfillment Works, experienced account managers lead dedicated warehouse teams to master all aspects of our clients’ fulfillment needs – including their unique products, customers, and shipping policies.

Systems Integration

Data is king, and you need to be able to access it even as your ecommerce site changes and grows. Ideally, a 3PL provider should have no problem integrating your current technology and software solutions to keep everything working seamlessly. Our online fulfillment management platform has limitless integration potential.

Compatibility

When your goal is strategic growth, you don’t want a fulfillment company who think of you as just another tenant renting warehouse space. In other words, you don’t want a 3PL provider – you want a 3PL partner, who understands your brand, business, and fulfillment challenges. At Fulfillment Works, we believe in providing a customized level of service. We have helped ecommerce companies both large and small reach their goals for growth. Contact us today with your specific challenges to learn exactly how we can help.

Advantages of Customer Contact Centers

As the ecommerce industry continues to evolve, so too do approaches to customer service. For example, self-service support – where customers use FAQs, user forums, site content, or other means to solve a problem or answer a question without the assistance of customer service staff – is more popular than ever. While this approach to customer service certainly has benefits, it may be detrimental to make self-service content the sole focus of your customer service efforts.
    
Self-service content works best when it's supported by a customer contact center. The two work together – call centers provide personalized service and fill in the gaps commonly found in self-service resources. Meanwhile, self-service content lightens the load on your call center. Call centers can also provide some extra advantages over self-service content, such as:

  • Resolving order fulfillment, payment processing, and other problems not related to specific products
  • Assisting with social media engagement
  • Retaining customers who have a disappointing experience
  • Generating revenue through upsells, cross-sells, etc.
  • Providing customer feedback to management – resulting in new product and service ideas

Because of these advantages, choosing the right customer contact center is a major step in leveling up your overall customer service. To learn more about the call center services provided through Fulfillment Works, contact us today.

What to Look for in a Call Center Partnership

Because of its role in helping and retaining customers, your call center is a critical part of the overall customer experience you provide. If you opt to outsource your call center management, you need to consider how well a company can represent your brand, in addition to their capabilities and cost – just as you would do when choosing a 3PL provider.
    
The first thing you should do while vetting potential call center providers is to review their performance metrics. For example, the call center services provided through Fulfillment Works boast:

  • average hold times well below one minute
  • average abandon rates of 1-2%
  • average call time of 4 minutes
  • one-call resolution for 98% of total volume

When you find call centers with performance statistics that meet your standards, you need to ensure that the call center will maintain that performance for your customers. That’s why it’s important to evaluate each call center’s approach to training its staff – not just in handling calls, but how to handle calls from YOUR customers. Before agents start answering customer calls on behalf of your company, they should receive a detailed overview of your company’s systems, policies, and products to enable them to handle a wide variety of customer situations. And just as your company continuously grows and changes, so to should the call center’s training be ongoing. Our call center agents are thoroughly trained on new accounts before handling any calls. Agents stay up-to-date on account data through monthly reviews. This training approach provides agents with the continuous learning they need to provide the best customer service possible.

Choosing the right call center is a major step in leveling up your overall customer service. Carefully vetting your providers not only ensures a better deal for your business, it's also an opportunity to improve your customer retention and brand reputation.

The Advantages of a 3PL Partnership

There comes a time when ecommerce start-ups must decide whether to expand their internal fulfillment capabilities, or outsource to a third-party logistics and fulfillment provider. However, making that decision requires more consideration than a simple cost-analysis. While an internal fulfillment department comes with flexibility advantages, a partnership with a 3PL company also has perks that can benefit an ecommerce company as a whole. More...

Do you Need a New Distribution Center?

Industry competition, customer expectations, and annual shipping rate increases seem to be driving up the costs of operating an ecommerce business more and more. Fulfillment services and distribution are a big part of your business that contributes to the bottom line. Superior fulfillment services mean that shipping costs and delivery times are reduced – attracting new customers, more repeat purchases, and increased revenue. Of course, expanding your distribution centers can be easier said than done. More...