It's November and the height of Christmas and holiday shopping is just around the corner. With Black Friday, Cyber Monday, Click Frenzy, and more shopping events than ever, it is absolutely crucial to automate your ecommerce fulfillment and systems this holiday season to maximize your profitability.
It's needless to say that a smooth customer service experience is crucial for the holiday peak season. Many customers buy for themselves and others, and even though they may start out as a first time customer, this is your chance to keep them engaged and become a repeat customer. By ensuring your customer service and delivery experience is top notch, you need systems that can set these in place and make it easier for you to manage your business this holiday.
Here's a few ways Whale recommends our ecommerce clients to automate their fulfillment and backend.
1. Outsource your shipping processes to a 3PL
Demand peaks around this time of year and many business owners struggle to keep up with the level of service without certain automated processes in place. Outsourcing the whole fulfillment process to a 3PL can free up time for you to advertise, manage and answer to sales inquiries and keep the sales moving while ensuring that delivery times are not disrupted. Outsourcing to a 3PL may also keep your operations lean, and boost your profitability as your time is spent working on the business, not in it.
Read our guide on whether or not you need a 3PL
2. Automate your customer service process as much as possible
Automating your customer process, or having a guideline to approach inquiries and complaints can vastly increase sales and ensure customers are satisfied whilst shopping this holiday season. Installing a chat bot such as tawk.to can help answer basic questions. If you are looking for some advanced team management, programs such as Zendesk can help to build a database of frequently asked questions, as well as creating tickets that convert to tasks for your customer service departments to accurately and quickly answer customer inquiries.
3. Plan and automate your marketing
With so many online sales events like Black Friday and Click Frenzy popping up, it is absolute essential to be seen this holiday season. As an eCommerce business owner, planning and putting your marketing on pilot will save you a lot of time, effort and increase your profitability. Think about adding your Facebook, Google, Instagram ads on the list of automation tasks for your holiday season trading success.
4. Have a clear shipping and returns policy
It is inevitable to have last minute shoppers and as an ecommerce you are at a slight disadvantage to brick-and-mortar stores in this respect. Having express shipping available can solve the problem and convert some of those last minute buyers. Keeping your dispatch times short and having a clear return policy that is visible when purchasing will keep complaints at bay and improve your sales this holiday season.
5. Plan your stock levels ahead of busy shopping periods
Beginning to mid December and end of November are some of the busiest retail periods of the year. Ensuring you have enough stock to last through these critical events will ensure a smooth customer experience and improve your sales. If you are not already using a warehouse, moving to one and employing the help of a 3PL can significantly reduce the amount of pick & pack and stocking hours of your staff, and lead to more time elsewhere, such as marketing to drive sales. A 3PL will also be more well equipped to handle heightened demand and be able to dispatch and sort out returns quickly and more efficiently. Make sure your 3PL is able to provide you with 24/7 visibility of your SKUs and shipments so you are able to integrate your customer service efforts and reduce exceptions.
Read our guide on how to choose a 3PL
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Whale Logistics are Australia’s Award Winning Freight Forwarder and Logistics company located in Sydney and Melbourne. We deliver digital services such as Australian customs parcel tracking, parcel delivery box, and comprehensive ocean, air and road freight solutions. For cost competitive and innovative ocean freight solutions, please click the link below to contact a Whale Logistics Freight Specialist today for a quote.