Why Centralised Customer Service is Key to Boosting Customer Satisfaction and Retention

A customer is more likely to make a repeat purchase from a business if they are treated well and given the best possible options to choose from. 

51% of customers will never do business with that company again just after one poor Customer Experience

Today, customers expect to be informed every step of the way across the buying journey with regular email updates, tracking information, and delivery status alerts. Without an order management  solution in place to compile customer information and filter data into one place, there are more opportunities for error.

An order management system can help businesses improve customer satisfaction by streamlining and automating tedious tasks, reducing operational costs, and ensuring fewer mistakes

With a centralised customer service, all customer and order information is centralised in one location in a single view. This keeps every customer service rep more informed via a complete view across sales channels and fulfilment centres to address any inquiries about shipping, delivery, or even cancellations.

The after-sales customer experience can significantly impact customers’ feelings about your brand, they can forgive an error being made if it can be resolved smoothly and quickly, so businesses must manage this stage effectively. A satisfied customer is a repeat customer. Repeat customers are more profitable than new ones because they cost less to acquire, and you already know how to market to them.

According to a study by Aberdeen Group, companies that use an order management system have an average of 89% customer retention rate compared to 33% for those that don’t

Automation streamlines customer service processes while improving customer satisfaction and reducing a company’s overall cost to serve customers.

Every business needs to understand what its customers want and need. The one thing that a customer would never compromise while making any purchase is their satisfaction.

Poor performance metric scores and negative feedback in Marketplaces like eBay and Amazon can negatively affect your account standing and at worst see your account suspended.

The best way to improve customer service and customer satisfaction is reducing the chances of errors at the fulfilling order initial stages.  Using an order management system can help sellers avoid overselling and underselling products, which can lead to negative reviews and loss of customers

An order management system can improve customer service in several ways:

• Faster order processing: By automating tasks such as order routing, inventory management, and shipping, businesses can process orders more quickly and accurately, which can lead to faster turnaround times and happier customers.

• Improved communication: An order management system can help businesses improve communication with their customers by providing real-time updates on order status and delivery times.

• Reduced errors: By automating tasks that would otherwise require manual labour, businesses can reduce errors such as incorrect orders or shipping delays.

• Better inventory management: An order management system can help businesses manage their inventory more effectively by providing real-time visibility into stock levels and automating tasks such as reordering.

• Increased efficiency: By streamlining the order fulfilment process and improving communication with customers, businesses can increase their efficiency and reduce costs, which can lead to increased customer satisfaction.

An order management system will improve the customer experience and therefore customer satisfaction.