Questions to Ask Before You Scale Your E-Commerce Store

Customer Experience

You’ve defined your product, set up a catchy-looking website that speaks to your audience and created a killer marketing strategy. Sales are growing, business is flourishing.

But when your product starts taking over your home  and a warehouse or storage unit sounds like a good idea, it’s probably time you work out the logistics on a scalable plan so you can continue growing.

Expanding and managing your e-commerce logistics goes beyond renting a bigger space. Perhaps it’s time you let the professionals take over this part of the business so you can focus on scaling it even further.

Asking the right P&L questions and planning accordingly will ensure a  smooth experience for your customers. It may even save you from some potential blips down the road. Here´s what to watch out for:

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An integrated order management system.

To begin with, select an order management system that integrates well with your existing platform. Now, consider the following:

  • Do you receive an alert when a customer places a product in the cart or abandons it?
  • Is your inventory updated when a purchase is made or stock sells out?
  • Do customers receive an email when an item they're interested in goes back in stock?
  • Is your accounting system updated when you make a sale?
  • Can you print shipping labels and generate automatic emails to your clients once an item has shipped?


Go for a truly integrated order management system that merges with other aspects of your business. They make your life easier and help your close sales which you otherwise wouldn’t have. Check out Salesforce for a powerful and scalable solution.


Dispatch system

Once a customer makes an order, it’s time to ship their package. As simple as it sounds to pack and send an item, it can get confusing and time-consuming to prepare and send all shipments on their way.

 

Shipping for many businesses can essentially make or break an organization. From having the right packaging and presentation to the shipping price and time, all these are factors which affect your overall customer experience. Especially today, where customers are used to instant gratification, it leaves very little room for delayed or faulty deliveries.


Consider the following questions:

  • Does your packaging deliver a brand experience as well as secures and protects the items it contains?
  • Is your shipping company reliable in terms of delivery time, losses and breakage?
  • Do you offer FREE shipping ?
  • If not, does your platform charge real-time carrier rates?
  • Have you taken into account lost packages? And if so, how do you respond to such cases?
  • Are you taking into consideration days off and holidays which could delay your shipments due to high levels of traffic?


Customer support before and after a sale

Assisting a customer isn’t limited to making a sale. The most important part is yet to come. Making sure your customer is happy with their purchase is vital. If they are really pleased, they might even share it with their friends on social media. However, any minor blip is much more likely to get attention.

Having excellent customer service is the heart of your business. It can turn a bad situation upside down.


**Read how to give consistent quality customer service across channels**


If you’re already wrapped up in making the business grow, you might want to consider outsourcing your customer service to a call center, where people can focus their main attention on making sure your customers get all their doubts and questions answered through their preferred channel.

But before you Google call centers, consider the following:

  • What do your customers usually call about?
  • Through what channels do your customers interact the most with you?
  • What is your customer demographic and how can your call center better assist that demographic?


If you don’t know where to start, Zendesk is particularly good with handling customer service through their multichannel support software.


E-commerce sounds like an easy way to open shop. However, being the ambitious entrepreneur that you are, making your business scalable from the start is a determining factor to the success of your company.

There are many factors to consider when it comes to e-commerce store customer service logistics, are you ready to tackle the challenge?

Jade Longelin Jade Longelin

Jade Longelin is a digital marketing specialist. When she's not working with PlayVox or in her own projects such as www.bogotastic.com, she's either traveling or spending time with her dog.

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