Best Features of Customer service order taking

 



 

            Order taking is a demanding activity in any business, especially in eCommerce, hospitality, travel, and manufacturing. In the age of multi-channel marketing, we should provide responsive services to the customers for the success of our business. Good interaction with first-line representatives leaves a good impression and a positive feeling in the minds of the customers of a business.

 Features of customer service order taking:

             Here are some best practices in customer service order taking, a business that has followed these have seen rapid growth investment return. 

 

·         Keep it simple

            The simple and short order-taking process derives beneficial objectives. In short-run, it brings faster and great sales conversions, but in the long-run, it improves brand credibility and customer satisfaction. There are three stages of order taking:

o   Taking customer orders

            It is the first stage of order taking that a customer tells about the products or services, its features and tells that he/she is willing to buy. Customer should give his/her details and history. So that representative avoids asking those details that are available in the database.

o   Confirming the orders

            Confirm that the provided details are accurate and final. Share every fresh acknowledgement with the customer and when the customer confirms all these things, take the process to the next level.

o   Completion of the order

            It is the final stage, once you completed it, order processing begins, and other departments start getting involved for packing and shipment.

 

  • Provide multiple channels

            As different customers have different choices, businesses should provide multiple channels for order taking. Make sure your system is compatible with all devices like mobile phones, tablets, laptops.

  • Keeps customers informed

            Keeps the customer informed about order statuses like packing and shipping. Your customer should be confident about order delivery.

  • Make it secured and confidential

            While order taking, the business gets a large amount of confidential customer data. All Businesses need to use a secured system to save data from any misuse. Use a secure and robust payment gateway.

 

  •  Have a good customer service team

            Front-line representatives need to possess a friendly and understanding accent when handling customers. The company should train these employees to have enough knowledge about the product, process and clear communication skills.

  • Use analytics to optimize the process

            Implement the optimization of processes in your business. In this way, your business will stay ahead of your competitors. Analytics can provide objectives for the efficiency of the customer service order taking process.

  • Maintain communication records

            Record the interaction with all the customers and share them with the parties involved in it.

  • Utilize the best technology

            For a streamlined process, the technology that you are using to take the process should have the latest features, whether it is a phone call, email management, or webchat. 

  • Plan for overflow and after hours

            A business should have enough human resource and technology in place to handle seasonal, promotional, and short-term activities. 

http://pixelettetech.com/

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