Building A Post-Purchase Customer Experience: 5 Teams In Your Company That Will Benefit
Explore how you can boost the growth of five key teams in your organisation by introducing our post-purchase solution.
A quality post-purchase experience can turn a dissatisfied, one-time customer into a loyal customer for life. But, how do you get the buy-in for a post-purchase platform from your team to drive change in your organization?
As a changemaker, your task is to communicate how the company stands to gain from a new solution. Specifically, how a post-purchase solution like Perform.AI can minimize pain points, address concerns, and streamline their existing processes. We’ve laid out five key stakeholders, their chief concerns, and how optimizing your post-purchase strategy will benefit their teams.
1. E-commerce managers
E-commerce managers take care of strategic digital marketing plans, managing content, and website elements. They are responsible for the overall customer purchase experience as well as defining engagement touchpoints along the entire customer journey.
Getting the support of your e-commerce manager is critical as they are directly responsible for the growth of webstore revenue and developing outstanding customer experiences on your e-commerce channel.
They are the most concerned with the solution’s impact on building customer loyalty and how it increases the number of repeat purchases over a given period of time.
Keep customers engaged post-sale
Getting full visibility on your customer journey after checkout and including personalized sales and marketing messaging will help your e-commerce team get that much-coveted repeat purchase.
Email delivery notifications are nifty to help cross-sell and upsell potential customers at valuable contact points. A
works hand-in-hand as a powerful engagement channel. Your team will benefit from keeping the customer within the webshop for an on-brand experience rather than lose them to the carrier site
.
Additionally, the team will stay in control of customer experience even after checkout. Customizing proactive customer engagement features, such as referral codes or getting your customers to become ambassadors of your product by sharing a positive review, are some ways to get the team started with building your ideal post-purchase experience.
2. Logistics and supply chain managers
Logistics managers are responsible for managing your business’ supply chain; including selecting carriers, researching the best shipping methods, evaluating carrier performance, and optimizing trade routes. They also ensure all delivery operations adhere to local and international laws and guidelines.
An optimized post-purchase solution should integrate seamlessly with their current carrier systems.
By providing a comprehensive analytics report on all your carriers’ performance, the solution will give them full visibility on complex logistics data.
Review logistics performance in real-time
Growing companies often work with multiple logistics carriers and each logistics carrier has its way of presenting data (if they do at all). A data-first solution can standardize data across multiple carriers for ease of reporting. Perform.AI’s logistics intelligence feature provides real-time carrier performance report, facilitating decision-making and optimization of the entire logistics operations.
Your logistics team will have full visibility on logistics performance throughout the delivery journey; from the first pick up, in transit, point of delivery, to returns - all on a single platform.
With real-time visibility on issues aggregated at parcel level, these reports can be compared directly to each carrier’s Service Level Agreement (SLA). Any issues found in breach of the SLA can be reported back to the carriers to be quickly and decisively addressed.
This wealth of data supplies actionable insights down to the granular performance details such as parcel return rate, average transit times, and the percentage of deliveries made per day, all of which are invaluable to your logistics team.
3. Customer service teams
Customer service teams are the first point of contact for all customer inquiries. They answer service-related questions, manage delivery expectations, and Where Is My Order (WISMO) customer calls.
Did you know WISMO calls can make up to 70-80% of average call volume during peak season? This is a tremendous drain on resources and time that can be better spent delighting customers instead.
Address customer enquiries efficiently
Your customer service team’s productivity and performance are often measured by metrics such as how long it takes to resolve a query or the total number of calls per agent. A complete post-purchase solution will allow your customer service teams to make their jobs easier by aggregating all customer-related information on a single platform.
Easy filters and search capability tools like those provided in Perform.AI’s
will save the team precious time and cost spent on tedious search work.
Get your teams excited about dramatically reducing the volume of WISMO calls by proactively communicating delivery statuses to your consumers. This not only simplifies the customer’s search for their parcel status but also significantly reduces customer wait time, creating a smooth after-sales customer experience.
4. Marketing teams
The marketing team’s primary objectives are to generate brand awareness and leads while proving the ROI of their marketing dollars for the business.
Their key focus is finding the best performing marketing channel to promote and grow the business.
A suitable post-purchase customer experience should serve as a powerful marketing channel that uses both cross-selling and upselling strategies to boost brand exposure.
Retain customers with post-purchase offers
There are endless opportunities for marketing in the post-purchase experience. Did you know parcel tracking pages gain conversion rates up to 50% higher than a typical business website? Or that delivery notification emails command excellent open rates of up to 80%? Such phenomenal engagement rates, combined with the right content offers can do wonders for brand exposure and lead generation.
Customers visit a branded tracking page up to 5 times per order after checkout. This provides abundant opportunities to increase click-throughs and conversions on content offers, and ultimately drive further engagement along with repeat purchases.
5. Customer experience teams
Customer experience teams are entrusted with building consumer trust and loyalty through high-quality interactions at each step of the customer journey. With customer experience now a vital component of driving Customer Lifetime Value (CLV) and business growth, companies are now making this a priority, especially amidst this crucial period of a global pandemic.
Win customer trust & loyalty
Customer Lifetime Value (CLV) is derived by multiplying the average order value by the average number of purchases and customer lifespan. Post-purchase features such as a branded tracking page and notifications act as additional customer touchpoints that help them form a stronger connection with your brand. Perform.AI’s own solutions increase CLV by up to 40%.
Delivery hiccups are inevitable, but you can address them decisively by tailoring communications to your customers. Tracking notifications that proactively communicate delivery issues to the customer builds trust in your brand—maximising customer satisfaction in the last mile.
Complete the tracking experience by customising your tracking page in your customers’ native language. This proves to your shoppers that you want to go the extra distance in elevating their shopping experience, even after checkout.
Powerful analytics reports allow you to review the success of your notifications by tracking open rates and click rates. Our custom notification centre dashboard allows users to gain a detailed overview of engagement metrics for their email and SMS notifications. This will help you understand the performance in real-time and optimise the experience.
Start building the best post-purchase experience for your customers
The optimal post-purchase solution for your company can help reduce costs and boost efficiency across your customer service, e-commerce, marketing, and logistics departments, on top of generating meaningful insights for your company to enjoy sustainable growth.
Speak to one of our delivery experience experts today to learn more about how you can help your company create an outstanding post-purchase experience to elevate the customer experience you provide.
