Order Fulfillment Services Should = Customer Solutions

What do you really want from order fulfillment services? For most companies, it’s solutions. Fulfillment is a necessity, but it’s also an opportunity to show your customers something special – and reinforce to them that they are special to you. When do order fulfillment services become your customers’ solutions?

When they get everything they wanted . . . and then some.

Great Order Fulfillment Services = Swift response

For someone who wants to place an order, nothing is more irritating than being left on hold. They will abandon you, and they won’t wait long before they do it. The solution? Customer care agents who pick up each call quickly. Or reply quickly to emails and live chat requests.

Order assistance

Not every customer is ready to fill out a form and click submit. They have questions – about product details or how to compare them. The solution? Personable, knowledgeable customer care reps who engage each customer in a conversation instead of simply ticking off items on a call sheet. Reps who know their stuff are helpful. They can even make recommendations or suggest additional products the customer may want. For you, that boosts the dollar value of each call. For your customer, it boosts product excitement and brand loyalty.

Exactly as ordered

No company is perfect, but if you take an “oh, well” attitude toward delays and mistakes, you can be sure your customers notice. And they don’t like it. Your competition is looking better and better.

Order fulfillment services can deliver customer solutions instead of problems. Customers can get more than expected. Here are two examples you can easily appreciate:

• It is disappointing and annoying when customers who have eagerly awaited their package discover it’s wrong. The wrong size, color, or item, poor fit or product quality. Back it goes. Sigh. Returns cost you money as well as reputation damage. The solution? A fulfillment partner who uses the latest technology and hands-on human intervention to virtually eliminate mistakes. A partner whose reporting data helps you improve products.
• Out of stocks. When it comes to customer disappointment, a close second to receiving the wrong merchandise is receiving a partial order. Oops, apparently we were out of XYZ. The solution? That same technology your fulfillment partner uses allows agents to see inventory availability in real time. They can advise customers accordingly and help them find the best solution. Up front. No surprises.

Wow! The Order Fulfillment Surprise Factor

For your customer, the biggest and best surprise of all is receiving a package that is a total wow! – a beautiful finale to their ordering experience that is so amazing it’s worthy of immediate social sharing. Our clients here at USA Fulfillment tell us stories like this, so we know they’re true. Don’t you wish your customers were that happy?

There’s a solution for that.