Let’s face it: more and more customers prefer stress-free and almost effortless transactions when purchasing products, especially when done online. The fewer the clicks, the better.
The order processing stage is critical because it determines whether your customers will continue with their purchase or not.
To make the entire order processing procedure work for you and your customer, you should keep in mind that it starts the moment they browse your product offerings and not only when they decided to make the purchase. Simplify your system. Segment your products according to use, type, design, or other classification so that they can immediately find what they want. Provide every all necessary information about the product that would help them decide whether they would continue with their purchase or not.
What comes next after your customers made up their mind is the actual order processing procedure, which is somehow critical. You have to ensure that the purchase process goes as smoothly as possible. You don’t want your customers to abandon their shopping carts when they are almost going down the sales funnel just because you messed up, do you?
Establishing a concrete order processing procedure benefits both you and your customers. Aside from the convenience, your customers will receive accurate deliveries instead of out-of-this-world products which who-knows-why they received that. By meeting your customers’ expectations, you will become more reliable — driving more customers, and ultimately, increasing your revenue.
Doing order processing procedure the right way is a key to customer satisfaction and stronger customer relationships that drive long-term business success. Similarly, it guarantees you of a place ahead of your competitors.
To make your order processing procedure hassle-free for your customers and easier for you, here are three approaches that you can use. Take note that each approach works depending on your business’ needs.
Automating your order processing procedure is like a kind of self-service which many customers prefer. This technique allows them to choose their desired products and its specifications, put it in a virtual shopping cart, enter their personal details, and proceed to checkout to finalize their order. This method is so convenient that majority of online retail stores has this. However, automating the order processing procedure is hands-off in nature. Thus, it is more difficult to determine problems your customers encountered compared to manual systems where an employee can personally recall each step in the process. Similarly, it limits your customers from asking more personal or technical questions regarding their planned purchase.
Outsourcing allows you provide a more personalized approach to your customers since a live agent will be handling each call. Similar to automation, customer service representatives can receive orders 24/7 through phone calls, live chat messages, emails, and even social media messages. Your customers can also ask additional questions when they want to clarify something about the product. Thus, increasing the chance of closing more sales.
The third approach is by combining automation and outsourcing order processing service. Through this, your customers have the option to directly make the purchase by themselves, or contact a live person to ask for assistance when making an order.
Whatever approach you are using, keep in mind to follow these steps:
Use a systematic form for the order taking process.
This will ensure that all information are collected. Through this, you delays in processing is minimized due to incomplete order forms.
Confirm the order.
Repeat (live agent) or show (automated) your customers the list of their orders to make sure that everything is accurate. This prevents instances of delivering wrong items. Moreover, make it clear to your customers that if ever there’s a problem with their order, they can reach you out to address it.
Have all the departments concerned get a copy of the order form.
This is to ensure a streamlined process. Don’t forget to indicate the fulfillment date so that everyone knows the timetable.
Make sure to communicate with the customer.
When there’s a problem (delays, unavailability of the product, etc.), inform them immediately. If your strive to give them the best service and experience, it is best to be upfront and honest, and offer them immediate solutions.
Ask for feedback.
Asking your customers feedback will allow you to determine the strengths and weaknesses of your order processing procedure, and their satisfaction or dissatisfaction regarding your service.