Top Fulfillment Companies

When choosing among top fulfillment companies to become your long-term fulfillment partner, you should be confident they have the equipment and processes to handle your workload. But who’s doing that work?

When customers call to place an order, they think they’re talking to your people. When customers receive their order, they assume it came directly from you. Top fulfillment companies employ the same high-quality talent you would hire yourself. And that’s important to your brand, your customers and to your bottom line.

Great customer care require great people.

Top fulfillment companies employ customer care teams who are:

• Conversational and friendly, whether they’re speaking with customers on the phone or via email or live chat. In recent years quality-conscious American companies have learned their customers prefer to talk to US-based personnel.
• Product-savvy. They can’t serve your customers if they aren’t intimately familiar with your products. They should be able to answer questions and even make recommendations to shoppers. That means they should have ready access to your products while they’re conversing with customers. And they should be able to use your products. Customers can tell the difference between first-hand knowledge and a script.
• Empowered to make “first call resolution” decisions if there is ever a customer service issue. Quick, positive resolution can turn an unhappy customer into a lifelong loyalist and brand advocate.

Dedication to customer care should extend throughout the company, with warehouse and shipping people equally committed to delivering a high touch experience for each customer.

Top fulfillment companies emphasize training.

It takes more than a friendly voice, product knowledge and dedication to provide consistently superior customer service. It takes ongoing training. Look for a company that keeps their people up-to-date with in-house training as well as marketplace connections. Does your prospective fulfillment partner send their people to IRCE and other key industry events? That’s the only way you can benefit from the latest trends and best practices.

They should be trained on your company, too. Will the fulfillment company you’re considering send one of their managers to personally visit your operation and see for themselves how your work? Are they interested in meeting your people? They should be.

Top fulfillment companies measure results.

The best partner is one that sets the highest standards for themselves so they can continuously improve their fulfillment service to you. Ask how they rank for key performance indicators such as:

• Average seconds to answer
• Call abandon rate
• Order accuracy (avoiding returns)
• Order accuracy and fill rates (completeness and speed)
• Inventory accuracy

And ask about their turnover rate. Great people who are trained and treated well stick around. They are motivated and capable of providing the best experience for your customers. In fact, they’re people you’d love to meet. So request an on-site visit before you pick a partner. That way you can see and hear for yourself if this is the team you want representing your company to your customers.

Want to see how your current state of customer fulfillment stacks up?
Score your efforts by taking a Free Fulfillment Needs Assessment now.

Your search is over! Check out one of the Top Fulfillment Companies in the USA.