A majority of shoppers say they will abandon a brand after just one negative experience. Retailers need to look at the entire purchase process, from browsing and payment to delivery and returns, because every interaction is crucial to developing a lifelong customer.
Here are some solutions before, during and after the purchase. An order management system (OMS), working in tandem with a retailer’s storefront, helps create a seamless customer experience.
View accurate inventory. With an order management system, retailers have visibility into their inventory across all channels – Amazon or other third-party retailers, as well as their own e-commerce site. They can display certain inventory percentages across different channels and leverage safety stock, so customers see exactly what’s available and where.
Offer pre-orders and back-orders. Gain momentum (and revenue) for a new product launch by accepting pre-orders and displaying estimated delivery dates on your site. Accept backorders for out-of-stock products and highlight on the storefront when products should be back in stock, giving customers the information they need to make a purchasing decision.
During the purchase
Add high converting payment options for checkout and delivery. One of the best ways to increase conversions is to provide consumers with the options that work best for them. With an OMS, retailers can let consumers choose the most convenient delivery method or pickup location, select their delivery date, or even accept multiple delivery addresses. It also enables retailers to accept consumer-preferred payment methods, including credit, debit and gift cards, e-gift cards, store credit, and buy-it-now and pay-later options.
Provide fast order fulfillment and frequent order updates. During the execution process, clients expect quick execution and to be informed every step of the way. That’s why retailers looking to optimize their entire customer experience rely on a dedicated order management system that can automatically process direct-to-consumer orders from orchestrating the most efficient fulfillment location ( for customer and retailer) to notify customers of shipment, delivery, or other order updates.
Create omnichannel experiences. A dedicated OMS enables retailers to create a buy anywhere, fulfill anywhere, return anywhere model. By setting up automated workflows in their OMS, retailers can allow customers to select their preferred fulfillment option, while being confident that they have the technology in place to deliver on that promise.
Make customer service interactions painless. An order management system gives the customer service team the data they need to easily find orders to issue credits or cancel items. Give customers the flexibility to change their mind about their execution venue with grace periods before orders are sent for fulfillment.
Make returns and exchanges easy. Giving customers the ability to initiate returns themselves puts the consumer in control while giving the retailer the ability to incentivize consumers to make additional purchases in the process.
By using a dedicated OMS in conjunction with an e-commerce storefront, retailers can be sure they are using the right tools to create the ideal shopping experience.