
Ecommerce Order Tracking: What It Is, And Why It’s Important
March 31, 2021Offering an order tracking system is a great way to improve the customer experience. Here’s what order tracking is and why it’s so important.... View Article
Not to be confused with “customer service,” “customer experience” describes the overall impression your business makes on a customer. From the ordering process to the unboxing experience, every stage in the customer journey is ripe with opportunities to create a positive customer experience that leads to repeat purchases, improved brand perception, and more. In this section of our 3PL blog, you can find all of our articles related to customer experience strategies and best practices, such as How to Leverage Customer Feedback for Strategic Improvements, and Little Things you can do to Retain Customers.
Offering an order tracking system is a great way to improve the customer experience. Here’s what order tracking is and why it’s so important.... View Article
Improving the customer experience is not a one-person job. We’ll explain how you can build your dream customer experience team. ... View Article
Most consumers will stop doing business with companies because of a poor customer experience. Here are 4 tips to improve your customer delivery experience.... View Article
Here are three major CX challenges and how you can solve them to improve your brand’s customer experience.... View Article
Ecommerce businesses love the winter holidays, but none are fond of the returns that follow. These best practices can help.... View Article
If you’re still undecided about adding a live chat option to your e-commerce site, it’s probably time you get off the fence. Why? Because consumers are a chatty bunch. When it comes to communicating with companies, today’s consumers want a variety of options across multiple channels, according to a recent study from customer service firm Gladly. They also expect zero repeats and one answer. That may seem like a tall order, but today, the quality of your company’s customer service is what sets you apart from the pack. In fact, Gladly found that 54% of consumers make decisions based on…... View Article
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 the provider’s capabilities before partnering with them – and average call duration is one of the most important metrics to consider. Generally, shorter is better. Reducing the amount of time your customers stay on the phone for customer service inquiries is a win-win. Your call center will be able to handle higher volumes, while customers save time and have a better experience. For optimal call duration, your call center or call center provider…... View Article
Customer feedback is vital in any business or industry – after all, the customer is always right. Acting on the feedback you collect through reviews, emails, social media, and surveys not only helps you adapt to shoppers’ preferences; it also shows that you value their input. Below are some of the major areas where you can use customer feedback to make improvements. Products Customer feedback can help shape your decision-making around merchandise strategy. While the exact approach will depend on your inventory and audience, it’s best to start broad. Start by examining overall customer sentiment according to product category to…... View Article
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…... View Article
Ecommerce has been the source of so many shakeups in the retail industry, and customer service is a great example. Years ago, concepts like educating customers about your brand and products and guiding their purchase process without real-time interaction was hard to imagine. Now, there are many online tools and solutions to facilitate ecommerce customer service… but these don’t make those services “better” necessarily. Rather, your company’s vision of customer service and accessibility are critical for lasting success. [more] These core principles should be a part of any ecommerce company’s big picture approach to customer service: Attitude Even though customers…... View Article