To succeed in the internet marketplace, those who provide their customers with only online shopping options need to pursue innovations to instill buyer trust and performance excellence. For example, Zappos.com, an online shoe delivery retailer, has a policy that ensures that any shoes ordered by customers are delivered promptly.
The company promises that any purchase made before 4 p.m. will be delivered to the consumer the next day. This is provided that the customer lives in the contiguous 48 states, according to DCVelocity, which profiled the retailer’s push toward its strong shipping policy.
Once a customer has made a purchase, it’s a race to the front door,” Jerry Koch, director of corporate marketing and product management for Intelligrated, which provides material handling equipment to Zappos.com, told DCVelocity. “That makes it challenging for operations.”
As a result of such a forward-thinking philosophy, Zappos.com needed to move to a new facility in 2006, as its older 280,000 square-foot distribution center had already grown too small.
To give the customer the best experience, online retailers may want to also invest resources into comprehensive VoIP telephony services that can provide courteous customer service just as quickly. Due to the many advantages and features of this type of business phone, call centers can help deal with customer problems when their deliveries aren’t as speedy as promised.
In addition, by investing in true unified communications, call representatives can quickly contact employees at the distribution center without hassle. They can also listen to voicemail messages while on the go, ensuring that any specific case problems can be dealt with by those best suited to handle the particular situation.
To give the customer the best experience, online retailers may want to also invest resources into comprehensive VoIP telephony services that can provide courteous customer service just as quickly.