The order management process succinctly outlines the journey of a product from the online retailer’s storage area to the consumer. This includes steps from taking the order, processing payments, selection, and packaging, to delivering it.
Understanding Order Management
Renowned online merchants recognize the importance of having an efficient, automated, and streamlined order management cycle. This ensures quicker product deliveries, minimizes mistakes and enhances the probability of repeat purchases by customers.
The intricacies in the order management process are crucial for online businesses due to the multiple stages involved in delivering the right product to the consumer.
Managing Orders Across Multiple Channels
For retailers selling on various platforms like Amazon and eBay, it’s imperative to have a centralized tracking system. This ensures sufficient stock to meet all orders. An efficient order management cycle will auto-alert all sales platforms about the product’s availability.
Failing to do so could lead to overselling. Online consumers prefer knowing a product’s availability, and hence, synchronizing product updates for sales across various channels reduces error chances.
Order Management Stages
Customers can order at any time, from any place. Hence, it’s vital to have a wholly automated order management system to prevent delays and ensure payment collection. Combining payment and order tracking enhances audit and verification processes.
Order Receipt
Customers place orders via your website and should get a confirmation upon order acceptance. Your system should include a user-friendly form. Once properly filled, orders and payments are auto-processed. Some businesses also provide telephonic ordering for those hesitant to share details online.
For loyalty programs or VIP benefits, like a complimentary gift upon reaching a spending threshold, it’s beneficial to use specific codes. This ensures special attention to repeated buyers or significant orders, enhancing customer experience and loyalty.
Processing Payments
After a successful payment, customers should instantly receive an email with an order confirmation and expected delivery date. Ensure that you invest in secure payment processes, displaying security certification prominently. This guarantees order processing only after payment confirmation.
Order Completion
Monitor all sales and update completed orders to avoid mistakes. Using tools like Stock&Buy’s order management software offers insights into the order’s current status.
Product Selection Process
Each product should have a unique SKU to help track inventory. Especially if you’re selling multiple brands of similar products, SKU differentiation is essential. Scannable barcodes and distinct categorization in your system are crucial to reducing errors during product picking.
Ensuring Packing Precision
The packing phase is the last step in verifying the accuracy of an order. Checking SKUs and barcodes during both the picking and packing phases diminishes errors. Barcoding the packages helps track the shipping process.
After-Sales Engagement
The process isn’t over after shipping. Once the product is delivered, as per your tracking system, follow up with customers to check on their satisfaction. This emphasizes your dedication to superior customer service, encouraging repeat business, and giving them a point of contact if any issues arise.
Post-Sale Assistance
Many retailers wrongly assume that once a sale concludes, their engagement with the customer ends. However, robust post-sale support can boost a brand’s image, promote positive reviews, and negate potential negative feedback. Loyal customers reduce the overall cost of sales since attracting new customers is costlier.
The ideal post-sales strategy varies based on brand and product type. An integrated omnichannel approach for customer support is often the most recommended.
Optimal Post-Sale Support Methods
Provide Live Chat
E-commerce consumers often prefer digital communication. A live chat feature caters to this need while giving them direct access to customer service. This can prevent customer grievances from escalating on social media platforms, ensuring brand reputation management.
Stay One Step Ahead
Proactively reach out to customers post-purchase to verify product satisfaction. This gesture shows gratitude for their business and gives them an avenue to voice concerns directly.
Promote Loyalty Among Customers
Avoid neglecting existing customers in favor of new ones. Send regular loyalty offers to existing customers, ensuring they continue their association with your brand.
