If your business relies on the ability to take orders both online and on the phone from your customers it is vital that you have a process in place that is easy to use for customers, is effective and streamlined for your employees and is easy to analyse and improve upon over time. One way to ensure that order taking is as efficient as possible for your business, is to hire a team that has experience in order taking and can be trained in how to act and feel exactly like an extension of your organisation.
Contact centre services encompass many different facets and with order taking you can ensure that your company is looked after by highly trained specialists who will deal with customer interactions and specific product and service purchases and transactions on your behalf via a multitude of channels if necessary, from inbound telephone calls, to live chat boxes on websites, and the order forms on e-commerce websites.
There are many different processes to understand and take care of when dealing with order taking. There has to be a secure method that collects, processes and stores customer and supplier information whilst adhering to GDPR. There are many potential problems to understand at this point, and developing a clear and secure process to perform these duties is paramount to your success as a business, before we even begin to get into reputational damage if things go wrong with customer details, sensitive and financial information.
Dealing with customers at any point in the sale journey is important, and being able to understand the desires of your customers, and to be able to respond effectively and quickly when asked questions prior to a transaction, or during a complaint marks your company out as a brand to trust, or one to avoid. Order taking is therefore one of the most important parts of any business.
A smooth process when ordering is something that will stick in the mind of a customer and make them more likely to return to you again, and to recommend you to others in future. It is also important that every call, every chat, and every transaction is recorded, analysed and reported effectively so that tweaks can be made to the process and customer satisfaction levels can remain high.
Choose a contact service team with experience in order taking and those that have a reputation as standing out in the market for excellence. A good contact centre team offering order taking services will go the extra mile to not only take in calls and orders, but to manage responses, track and report both positive and negative aspects of the process and ensure that the entire time they are acting with the integrity of your brand in mind. It is important that you can trust an external team to act in a way that your own in-house team would, to follow the same processes and be accountable and responsible for their actions in the same way as your own employees. It can make a difference to your success as a company and for your brand recognition with customers and potential customers alike.