Provide a Better Customer Experience – Use Your eCommerce Platform For Phone Orders

Wednesday, February 15th, 2012
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Imagine this scenario (and try not to cringe!) – a customer wants to reorder a product from your business that they’ve used up, and they’ve already discarded the empty container. The customer logs into their account in your online store to remember which of several flavors, colors, versions or scents they last ordered; because they want to be sure that they get the same one again. Frustratingly, they can’t find their previous order, because when they called you 3 months ago to place the original order after they asked a question about the product, you processed the order in your financial system or your point of sale system or your main inventory system at your business, they never got an automated order confirmation or receipt, and now they cannot find their order history in your ecommerce system… Ouch!

Regardless of whether a customer orders online or over the telephone, they always want to get an automated confirmation that their order has been placed, and they may well want to later see that order in their online order history – these are just two reasons why it’s always a great idea to enter telephone orders directly into your ecommerce system, whether those orders are taken by your employees, an after-hours service or a call center.

Placing telephone orders within Nexternal ecommerce platform could not be easier, and in addition, there are features built in to Nexternal designed to help your employees, your after-hours service or your call center, be better salespeople and better represent your products.

To place an order when someone calls on the phone, simply go to the Orders section in your Order Management System, click the “new” button, and place the order with just a few clicks. You can easily and quickly find the products you seek with the handy search box at the top, and if you’ve used the internal memo function when setting up your products, you will even get prompts when placing the order to remind the customer of a promo, suggest related products, or inform the customer of specifics about the product they are ordering. You will also have the opportunity to mark the order as a phone order, so that you can track that statistically.

Once the order is placed the customer will receive an automated order confirmation, and they will be able to log in at any time to see the order or track the package.

If you would like more information about placing telephone orders and setting up internal prompts on your products, contact your Nexternal Account Manager, who is always happy to help.

Coming from a medical and non-profit management background, Taryn has extensive experience in customer service and marketing. She is a Senior Account Manager for Nexternal and loves working with her clients to develop social media and marketing strategies to improve their online presence. In her spare time, she also runs a successful eCommerce jewelry and essential oils business.