Just as you want to manage everything online, your customers expect to access all services and facilities online as well.
The following services can be provided to your customers:
i. Orders and Payments
The ability to place orders and make payments online must be available to customers at all times for ease of use and rapid transactions.
ii. Online Complaints
Customers need the ability to raise complaints online of the products purchased and receive replies and actions taken to resolve them in a timely manner.
iii. Feedback
Customers should be able to give feedback regarding the company’s product or service using the internet anywhere anytime.
iv. Dashboard
Customers must be able to view their order status as well as keep track of previous orders such as invoices, challans, designs, etc. For example, browsing through your Amazon account gives you details of all your purchases and products in a single view.
v. Marketing Information
Make sure customers have access to all your marketing materials including brochures and product videos on the web.
vi. Online store
Every business today needs an online store. The following sites can help you create an online store:
Allows novices without coding knowledge to create online stores with ease. It has a plethora of templates that users can choose from along with stores, carts, and payment gateways to set up the website.
Users can also create an online store on this popular and trusted payment gateway in India. Users can design their own store using provided templates and designs for free or at a very low subscription rate.
VII. Custom Website
Several of your major clients would prefer to have access to a single platform for their order specifics, be it designs, product choices, dispatch challans or invoices. You can create specialized websites for such clients, akin to an intranet in companies for employees.
For instance, Mr. Sanjeev Jain has set up an internal custom website for one of his clients LandT and this website consists of the following:
• Home page/welcome page:
Capture the most significant eyesight of the project on this page.
• Risks and issues page:
Mention tasks that were flagged due to being pending and incomplete on this page.
• Project calendar page:
Provide a list of aim events and deadline tasks to avoid communication gap.
• Tasks and actions page:
Define the tasks which are delegated to certain people outlining their statuses and due dates.
• Project documents page:
Capture documents that pertain to the project including designs, purchase orders, layouts etc. to eliminate confusion.
• Recent updates page:
Capture discussions and new decisions made concerning the business meeting notes so everyone is posted and informed.
VIII. Online Service Helpdesk
A support desk should be created so that customers can resolve their complaints and issues when using your products and services. Tools for handling complaints such as Zen desk and Fresh desk can be useful as they provide subscribers with a complaint number and a help desk agent will receive the complaint details in an organized manner and take action.
You can easily manage complaints with the free version of Fresh desk or its paid subscriptions.
IX. On Demand Delivery
When working remotely, you must receive and send items such as documents, products, and designs. This task gets easier with online services like Dunzo, Meratask, Lalamove, and Jugnoo which can aid in sending your products to your customers.
X. Online Document Printers
When it is impossible to provide every employee with access to a physical printer while working remotely, printster. in allows for the seamless option of printing documents. Have your documents printed and sent to people through this platform.
Key Outcomes
- Online orders along with payments have to be enabled to improve user experience.
- Tools and technology have to be used to streamline processes that are normally done offline.
- Set up an online service desk to assist in your customers’ queries and complaints.
- Build a bespoke website for your major clients’ needs to keep them updated.
