Archive: December, 2017
In its 2017 Pulse of the Online Shopper Study, UPS provides insights for attracting shoppers. As we’ve mentioned, access to customer service during checkout, searching, and browsing is important. Now you can see statistics. The results of this study are provided in a series of five volumes, including:
- Volume 1 – Digital Evolution
- Volume 2 – A Mobile Mindset
- Volume 3 – Channel Dynamics
- Volume 4 – Savvy Shoppers
- Volume 5 – Retail Fundamentals
This link provides a download request for Volume 1. Use this valuable information to help you make decisions for winning these shoppers. And, in doing so, grow your business.
If your business is concerned about PCI-DSS Compliance, read this article from the PCI Security Standards Council. It explains SSL/early TLS, its risks, and what to do to protect against its vulnerabilities.
Is it hard to find people willing to work in a warehouse? This article discusses using robots as a possible solution.
Love your product, listen to your customers, and care about their needs. This article provides these 3 tips for success in direct sales. All 3 also apply to eCommerce, wholesale, and so many other service-related activities.
When you ship orders and don’t validate the shipping addresses, you risk delivery delays if an address is incorrect, the added cost of additional shipping expenses and operating costs to get it right, not to mention unhappy customers. If the product is perishable, you might even have to add the cost of replacement.
For example – A business shipped perishable goods to a customer who provided an inaccurate shipping address. This, of course, delayed delivery of the order. Since the order was perishable, it did not arrive in good condition. The error was not the fault of the business; however, the business was faced with a very unhappy customer, resulting in the loss of future sales to that customer. This all could have been avoided if the address was validated during order entry.
Costs associated with these situations can be reduced or avoided with address validation. While this might not be something you have given much thought to, it is very necessary….not to mention the money and customers it can save you in the long run.
InOrder ERP integrates with the Pro On-Demand Address Verification services from Experian. This service uses a contemporary address validation technique, providing 24-hour address validation service in real-time via the Internet. If an address is entered with missing information, the Experian address validation even displays possible matches for the user to select.
InOrder currently supports the Experian address validation for USA, Canada, and USA with residential/commercial flag. If you would like additional information about using the Experian address validation with InOrder ERP, please contact email@example.com.
You know that exceptional Customer Service is critical. It can determine whether you get sales, good references, and future customers. You can use a variety of services to attract and keep your eCommerce customers, each with its own benefits. Here is a list of options and how they can be useful.
- Email – Some people prefer to use Email, so be sure you can be reached this way as well as all of the others. Just as it’s important for customers to contact you, it’s also important for you to contact your customers. You can use Email to acknowledge orders, notify customers about shipments, approve returns, reset passwords, send digital products, promotions, and other targeted marketing efforts. Make sure to keep your mailing lists current, and allow shoppers to choose which messages they receive to increase their effectiveness. Use your ERP system to log messages that are sent, providing customer service reps more opportunity to enhance the service experience when customers call.
- FAQs/Q&A – As people get more comfortable shopping with their devices, they need less personal contact less and less. This makes it more important for you to anticipate all the information they will need, such as answers to the most common questions you receive. Providing this information with each item or service gives your customers the information they need make purchase decisions.
- Phone – Too often, online businesses use Email as the only means of contact, or a phone number is not easy to find. If shoppers have a question about your business or products, or a problem navigating your site, make sure you can help without making them wait. Customer Service should always be at your customers’ fingertips. Make sure your customers can reach you immediately with any questions. Display your phone number where it can be easily and quickly seen. If shoppers have questions or problems navigating your site, make sure you can help without making them wait.
- Social Media – Word of mouth can be the best form of reference. It can also be the worst. Whether someone is asking neighbors if they know a good plumber or roofer or telling neighbors about their plumber or roofer, personal experiences spread fast with social media. If your customers are on social media (or if you want to attract customers who are on social media), your business must be there too.
- Community / Customer Participation – Reviews can increase sales by steering and bolstering confidence as shoppers are considering their purchases. If your ERP system provides the capability, you can enable live crowd sourcing so your customers can provide feedback for products. You can even create your own form of social media, providing online forums or Q&A sections that allow customers to contribute.
Clear communication and availability is critical in providing exceptional customer service to your eCommerce customers. Sometimes, something may happen to make a customer unhappy. Build your reputation as the business that responds appropriately and professionally.