Support

Customer service

For online stores, should include tech support, billing inquiries, shipping statuses to good old-fashioned feedback methods. Customers who order products need to be able to track their goodies as they progress along the delivery route, and some just like to provide feedback to the company or service from which they made their ordered. Customer service will also help handle customers returning products and resolving the customers needs. Customer care can literally make or break your business’s online endeavors.

Order fulfillment

Order fulfillment is the complete process from point of sales inquiry to delivery of a product to the customer. Sometimes Order Fulfillment is used to simply describe the act of distribution (logistics) or the shipping function, but in the broader sense it refers to the way firms respond to customer orders, and the process they take to move products from those orders, to the customer.

In simpler terms, Order Fulfillment is everything that a seller does from the moment an order for a product is received, to the customer having their purchase in their hands. Order Fulfillment also includes the processes involved in receiving products to sell, storing those products, and providing inventory control of those products.

System security

It is important to ensure that your system is secure, and reduce the chance that hackers can break into your Web server and alter pages.

System security is a strong responsibility, especially if you operate your own Web server.

Information security

Some Web sites may store sensitive information, such as the personal details (and perhaps even credit card numbers) of users. You should analyse the information stored and work out which information must be kept secure.

As the operator of such a site, you have a responsibility to keep this information safe.

Encryption

Encryption, which makes it difficult for other people to intercept information, can be an important aid to security. However, encrypted Web connections (indicated by a padlock icon in the browser) do not ensure that information is held securely.

CRM

A customer relationship management plan is a key component of running your business, as it describes how employees should deal with customers and provides a comprehensive brand image that both customers and employees can count on.

Construct a policy to handle customer communications. Describe this clearly in your plan, as it will be the keystone to improving customer relations for your company.

  • Depending on your business, you should think of aspects such as the maximum amount of time a customer should have to wait, how long it will take to handle complaints, and who will be responsible for gathering customer feedback. For each scenario, create flow charts that you can use to instruct employees.
  • Examine which methods are conducive for customer relations. For example, many companies use both telephone and email for inquiries and complaints, while others employ surveys to improve customer service, and yet others utilize all forms of social media to keep customers abreast of company news.

Investigate how your competition handles customer relations. Find out if they have a script to handle inquiries by phone, whether they send out email updates, and whether they utilize other forms of communication to stay in touch with their customers. Describe your findings in writing so you can refer to them as necessary.

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