This is a sure fire way to get a poor review. A good customer service response can quickly pacify a customer who has received a damaged item and turn a negative into a positive, most people understand that these things happen from time to time. However, if the damage is due to poor packing and the order fulfilment process does not improve, the risk is run of a customer receiving their next delivery damaged. This is much harder to bounce back from.
Damage will happen from time to time but every measure should be take to provide the best protection possible without being wasteful. By monitoring improvements in packaging and refining how items are packed, order fulfilment can strike the right balance between protection and waste.
Not what I ordered
This is the biggest problem for consumers. Not getting what you ordered means the pain of returns, waiting in for carriers to collect, going to the collect + point or the Post Office, endless phone calls and emails to customer service.
World class accuracy comes with some serious technology to ensure every delivery is perfect. Cloud systems are a fundamentally different approach to traditional systems. However, hard warehouse staff work, they still cannot achieve the results of the best cloud systems.
By using a cloud application as the backbone of internal processes, a complete view of what operators do, as they do it, is available. With cloud systems sharing pictures, linking orders to products to deliveries to purchase orders is as fluent as you’d expect from any web service. Rather than just relying on barcodes operators can see product images, a description of the item in words, the SKU number and much more. Weight checks can be used at the packing stage to ensure every pick is perfect and every order contains the right products. Staff can now focus all that hard work and energy on doing the best job possible without having to pretend to be a machine or make up for the shortcomings of a lesser system.
In summary, if you want to improve online reviews, focusing on your logistics and fulfilment can only help your cause.
To learn more about our pick and pack fulfilment service and improve online reviews for your products, contact us now