Point of Order & Post

Order Customer Support

Issues
 Customer Service
 Entire staff is part of Customer Service
Involve non-Help desk staff in Program-wide activities
Form cross-functional teams
Share Program Vision
Support training and meeting activities
 Customer Outreach
Reach out to the Customer
Provide easy access to training
Ensure Website and other materials are for the Customer and not
the Program
 Often Happy
 Congratulate good work
Both directly to staff and to their management
 Emphasize to outside world Program’s positive aspects
 Show pride in staff accomplishments
 Never Satisfied
 Program should not be seen as a finished product
Avoid stagnancy and self-satisfaction
 Technology, customer expectations, internal requirements
always changing
 Continuous improvement
Shortterm tweaking
Long term vision
 Site Navigation Scheme
 The ability to quickly find the information is the key to any
successful Website and is critical to the best CRM
implementations.
 Simply one may have the smoothest ordering process on the
web but the customers cant easily navigate through the site
they will never get to that great ordering process because they
will have found and ordered their product from another
company.
 Despite the current limitations of access speed, the web is a
visual medium. Therefore it is to be ensure that the site
navigation scheme is as visually appealing as possible.
 Keeping Site Navigation Scheme
Product - Oriented
Points to be Considered:
 Navigation should involve product information as much as
possible.
 In formation on products should be accessible at any time,
from any point of the Website.
Home Page
Customer’s Shopping Cart
Customer’s Profile
 Linking or redirecting to a Website to be used as a useful tool
at a minimum level.
 Website to have a search Form if not a search Engine including
sub categories.
 Keeping Site Navigation Scheme
Product – Oriented (Contd.)
Points to be Considered: (Contd.)
 Immediate links to be provided on the Home page to the
products being advertised on the Website.
 Links related to areas of interest both inside and outside to be
provided in the Website.
Customer Security Issues/Concerns
 Customers are normally skeptical using or providing their
personal information over the Web or phone.
 Security Issues can be addressed in two ways:
by the type of technical security features in place
by the type of psychological security features employed.
 The solutions:
Having a list of verification questions to be asked the customers
before releasing confidential information.
E.g. Security Questions asked to retrieve forgotten password. –
Who was your childhood Hero?
In the event of unauthorised use of an account is gained,
mechanisms should be in place that notify the customer.
 Tracking Orders
Once the final submit button has selected, the job of the
organisation is to allow customers to check the status of their
order at any step along the way.
This should include both a proactive approach of contacting
them as well as place online where they can find the information
at their leisure.
Online Status Tracking – Process:
1. Order Received( order receipt or purchase order)
2. Order Processed (invoice)
3. Goods located in warehouse (inventory control)
4. Package Received by shipping company (shipping receipt)
 Tracking Orders (Contd.)
Online Status Tracking – Process: (Contd.)
5. Customer signed for package (delivery slip)
6. Customer registers product (warranty registration)
7. Post-order transactions (exchange or returns)
 Technological & Business Issues
Involved in CRM
 Switching Costs – involved in shifting to the new system.
 Scalability and Reliability – Whether the system would be
able to adapt to new levels of usage and functionality.
 Security – The information risks arising because of the threats
to data integrity, violations of confidentiality and data
integrity should be taken care of.
 Problem Resolution
 Most companies spend considerable effort and resources on
making sure they are able to sell and deliver products but very
little time and energy on dealing with potential problems that
may arise with the product.
 The problems include difficulties executing the transaction
due to shipping, product, or billing problems.
 Once the transaction has been completed, further difficulties
can occur related to service and warranty issues.
 Order Fulfillment Problems
A great company distinguishes itself by how it handles the
small number of transactions that have troubles associated
with them.
 The most common problems are the following:
Product is not shipped
Product never arrives at customer
Product is faulty
Product is the wrong size, model, etc
Charges are incorrect.
EQ – E Services Quotient