Online shopping is a huge industry. Yet, there are few ways to stay organized and handle large volumes of inquiries in time for customers. A whitepaper discusses the challenges retailers face when handling high volume eCommerce shipping and how they can implement new games to improve their customer satisfaction rates by lowering average order processing times while increasing revenue conversion.
The “what does freight class 70 mean” is a question that has been asked by many eCommerce companies. This whitepaper will answer the question and provide 3 solutions for high volumes of inquiries during shipping.
[Whitepaper] How to Handle High Volumes of eCommerce Inquiries During Shipping
In Spain, the concentration of eCommerce has resulted in an exponential surge in customer demand. Customers anticipate and demand speedy delivery and continual updates from the minute they make their purchase, as per the so-called “Amazon experience.”
As a consequence, the sector has the difficulty of determining how to successfully manage and react to the WISMO phenomena, which is an abbreviation for “Where Is My Order?” in English. WISMO rate refers to the number of calls and messages received by customer service from customers seeking information on the status of their online purchases.
The WISMO rate is a measure of customer service effectiveness. It may result in up to 50% of inquiries being sent to Customer Service, and during promotions like Black Friday or Christmas, this number can rise to 70-80%. When you consider that the average cost of handling each of these requests is about 5 euros, the return on investment in strengthening post-sale operations to ensure customer happiness is clear.
After a negative delivery experience, 45 percent of customers would not purchase again.
Data indicates that After a negative delivery experience, 45 percent of customers would not purchase again., which equates to high potential for abandonment and serious revenue loss for eCommerce. Added to this is the potential risk that unresolved issues and disappointing delivery experiences turn into negative consumer reviews that will be shared causing irreparable damage. 93% of Internet users admit to looking for opinions online before making a purchase; Therefore, a negative experience not only means losing a customer who had already bought, but also losing the possibility of conquering several new ones.
“In a market with such aggressive competition, service is no less important than product. Providing a quality assistance service is a priority to leave a good memory in the consumer who can become a loyal customer.” It states Roberto Fumarola CEO & CoFounder of Qapla’.
Qapla’ enables you to keep track of orders and act if there are any issues.
These percentages and expenses are considerably reduced by using a shipment monitoring technology like Qapla’. Its software enables support personnel to examine the tracking of all carriers (160 supported) from a single control panel and respond in real time if an issue develops. Furthermore, recipients will be notified of any major developments about the shipping of their purchase through email, SMS, or WhatsApp via an automated notification system.
It’s a straightforward two-way communication system that connects eCommerce with consumers and carriers. Customers may submit eCommerce “tickets,” direct communications that are viewable in the same system, as well as comments to the carrier, in which we can warn if the client wants the package delivered at a location different than the one originally indicated or at a certain time. Communication is fluid in both directions as a result, and successful resolution of potential unanticipated situations is made easier. As a result of this, eCommerce organizations who already deal with Qapla’ have seen an average reduction of -54 percent in delivery requests.
In the e-commerce workload, there is an essential factor to consider. The amount of online transactions and, as a result, the number of customer support inquiries varies by day of the week. From a sample of 540 European eCommerce, Qapla’ conducted a research separated by industries and nations on the distribution of online orders on various days of the week. You may also tune your marketing operations for your industry if you know what the peak days are (for example, sending newsletters).
White paper available for download
[Whitepaper] How to Handle Large Volumes of Queries During Shipping
Customers love order confirmation and follow-up communications; in fact, according to Qapla’s research, over 70% of delivery emails are viewed, and tracking sites are revisited up to 17 times until the goods is received.
Consumers who get order status change alerts account for 41% of those who say they would purchase from the same eCommerce site again. Given that the cost of acquiring a new client is believed to be 5 times greater than the cost of maintaining an existing customer, delivery is associated with the success or failure of an eCommerce relationship with its consumers.
By optimizing customer service with the help of software like this, you can respond quickly, reduce costs and turn the challenge WISMO is a very effective marketing and customer loyalty tool. With them, the cold anonymous messaging, which generates distrust and a much lower opening rate, is thus replaced thanks to a simple “drag & drop” editor that allows you to fully customize these messages prior to delivery with the logo, colors and graphics of the eCommerce.
After a purchase, the customer is immersed in the brand experience, which improves their perception of eCommerce, their proclivity to buy again, and their likelihood of writing a positive review. These communications, on the other hand, provide a great chance to integrate calls to action, banners, suggested items, discount coupons, and so on, due to their high rate of opening and attention. As a result, even before the first item is fulfilled, the merchant may promote additional sales. Post-shipment marketing software, such as Qapla’s, enables eCommerce to deepen and expand their relationship with their consumers over time with minimal work.
White paper available for download
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The “freight classes explained” is a whitepaper that covers the different types of freight and how to handle high volumes of eCommerce inquiries during shipping.
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