With the rise of e-commerce, it is so easy for consumer to purchase products online. Not only has the ease of this increased but the audiences that e-commerce sites are now attracting. Consumers have built a higher amount of trust on the internet as a result of social media, testimonials and recommendations. This makes e-commerce fulfilment services more important than ever before.
This increase in online shopping has a knock on effect as e-tailers evaluate their customer service proposal to deal with unwanted items traditionally purchased in impulse buying and last minute purchase during holiday periods.
As a result, in the competitive marketplace in which e-tailers are always vying for market share, does their need to be more emphasis on customer service and returns management from those carrying out ecommerce fulfilment? Yes. Customers have increasingly high expectations for customer services and your brand image will suffer as a result of substandard fulfilment services. Differentiation through great customer service is the name of the game in 2013.
When you look at the statistics, its evident there is still a lot of progress to be made when it comes to fulfilment services, particularly returns handling. In a recent study it was noted that only 4 our of 10 retailers will explicitly state refund times. The number was the same for those who offered free postage on returns.
If your business outsources fulfilment services, they should choose with care and make sure they offer the excellent customer services such as efficient returns handling, delivery fulfilment and helpful, UK call centres that consumers have come to expect.
Some would even say that delivering a great service throughout leads to higher brand loyalty and therefore should be attributed to part of the marketing budget. Fulfilment and logistics are now an important part of the overall marketing strategy and it’s so easy to slip up and get a series of bad reviews on social media. Think closely about your e-commerce / mail order fulfilment and make the process as easy, simple and efficient as possible, making sure returns are dealt with effectively. The best bet would be outsourcing to fulfilment experts such as Orbital Response to save you time and money.