Management of the Customer Service
The customer service is all that is required to facilitate the customer before, during and after the purchase of a product or service, consequently also during the acquisition of goods and information. Achieving and maintaining a customer’s trust is also important in terms of brand reputation and acquisition of new customers, because good feedback and the word of mouth of a satisfied customer are extremely important customer rating factors on the web.
The data prove it, confirming the companies that have invested in customer care have recorded much higher growth rates in online sales.
This type of service, which in past years was supplied from a physical location such as a sales point, is now increasingly more centralised in order to make the service uniform and controlled in the territory.
Outsourcing for customer service management has now become a winning choice thanks to its efficiency and specialisation.
In fact, customer care requires hard work which is developed on several communication channels.
PVS provides advanced Customer Services based on the needs of the client company including the following:
- management of contacts via telephone, email, fax and chats;
- a call centre telephone service (incoming and outgoing calls) available in 35 languages;
- management of the Social Network and campaign and survey management;
- activation of toll-free and/or local numbers;
- activation of specific services for all kinds of demand.
Management of the Client Service
Our advanced Client Service Management not only allows for virtuous relations with our clients and potential clients, consolidating the positive image of the company, but it also ensures powerful and important enrichment of the marketing database.
Management of Client Service
One of the most frequent problems in ecommerce management is decidedly that of managing returns.
Correct management of the logistics must also include management of the flows of goods that move in an opposite direction to the traditional one of the distribution chain. In the reverse supply chain the products sold by following the flow of the direct chain, are sent back to the place of purchase as returns.
We can therefore talk about the direct supply chain to define the traditional distribution chain, and the reverse supply chain (or reverse logistics) to define the reverse logistics.
In this era of online purchasing, customers carefully evaluate the company’s return policies. It is therefore essential for companies to offer the simplest and most satisfying purchase experience, also in the case of customers finding themselves in the position of having to return products.
Where to begin? First of all by trying to reduce the number of returns upstream, since this factor is often linked to a lack of information or clarity on your website. Indeed, it is necessary to bear in mind that in order to reduce the volume of returns it is essential to implement the amount of information on the product datasheet.
How to reduce the returns? By following these three steps:
- increase the images: show the item from as many angles as possible, providing the possibility to zoom in on the individual photos. If practical, also show images of the details and particulars, as well as any variants (e.g. in colour);
- describe the technical specifications in a clear and detailed manner;
- use video footage: for some types of products it might be useful to show a brief video of the contextualised goods or during use.
Once you are satisfied that you have provided all the details, you just need to implement an efficient strategy for cutting economic losses related to the handling of returns.
One solution is that of using a logistics system in outsourcing, by entrusting the management of the national and international flows to a specialised company. PVS also takes care of managing your company’s returns, with a repackaging, quality and quantity controls and specific reporting. It is important to process the transactions in an efficient manner to ensure customer loyalty when they see the issues addressed in a rapid and concrete manner. We always try to understand which type of return best fits the needs of the company and then study and propose a tailor-made solution.
Management of the ecommere warehouse
The warehouse management is an integral part of the core business of companies wishing the sell online. An important decision to be made therefore concerns the method of managing the warehouse, in other words, how to understand whether direct or indirect management is the more convenient.
Direct ecommerce management calls for a substantial investment entailing real estate, expenses linked to the fixed utilities, personnel and their relative training, and much more. You must then be able to organise the products in the best possible manner according to the space available so that they can be moved easily and quickly. Finally, there is a huge amount of information to be managed: at all times it is necessary to know the stock in the warehouse, the inbound and outbound goods, any returns, and how to make new orders to replenish stock.
With indirect ecommerce management, the sold products are not stored in a physical space managed by the company, but instead in that of the entity that manufactures or trades them wholesale on an international level. The purchaser buys the goods they are interested in from our ecommerce website, but it is the supplier who takes care of shipping the goods to the end customer.
The big advantage is that of not having to invest in warehouse management, not having to purchase goods that you are not sure of selling, and not having to take care of the shipping or returns.
The key issue is therefore the choice of supplier. PVS offers outsourcing solutions to all companies intending to avail of a logistics partner capable of making its own efficient and integrated distribution available to them.
Management of drop-shipping
The itinerary of a product, starting from its conception to delivery into the hands of the end customer is called the supply chain (or distribution chain).
In this process, the drop-shipping (or drop-ship) service means a sales model in which a seller authorises a wholesaler to ship the item purchased directly to the end customer. The seller therefore sells the end customer a product without materially possessing the same in its warehouse. Once the sale has been made, the seller transmits the order to the supplier (drop-shipper), who will take care of delivering the product. This solution makes it possible for the seller to avoid all the tasks linked to the packaging, shipping and warranty procedures. This caters mainly to sellers interested in proposing the purchase of items not physically possessed but made available to the public through specific agreements between retailers and manufacturers.
In order to start up a successful negotiation online by exploiting drop-shipping it is essential to invest in the creation of an efficient website for the sales which is linked to a marketing plan that foresees accurate online advertising and allows for good positioning of the website.
But what are the real advantages of drop-shipping for sellers? As they are not obliged to physically possess the goods, sellers can safely sidestep having to cope with logistics problems and devote their time to commercial activities.
There are also advantages for manufacturers, who often lack the instruments or time to promote their own business: in this way they can collaborate with someone ready to sponsor and manage their goods for them, increasing sales and the reputation of goods.
It is essential to search for a reliable supplier who will independently take care of the logistics, and therefore the warehouse, inventory, storage, shipping and returns. Suppliers are responsible for delivery to the end customer without having to reveal their identity: in the eyes of the customer, the entire transaction is managed by the online store.
This type of activity allows the drop-shipper to increase its own sales network and have greater capillary penetration on both the traditional and online markets.
Drop-shipping therefore represents an interesting system to be exploited, above all while competition is still not strong in Italy: it is a simple, immediate and effective way to do online business without initial outlays or investments in marketing and management of the website.