The latest strain of the coronavirus (COVID-19) is making an impact in many areas of the world, shaking up business and consumer behavior on a large scale. As consumers avoid physical stores and crowds, many are shopping online to purchase the items that they need.
In addition to finding ways to keep their employees healthy, eCommerce retailers can prepare for the coronavirus pandemic by revisiting their customer service and order fulfillment strategies, and making sure that they are able to keep up with a large amount of orders all at once. Fulfilling orders in a quick, efficient manner during this chaotic time is something that consumers will appreciate, and eCommerce businesses should treat this as an opportunity to create long-term customers.
Here, we will explain some of the things your online business should consider doing to successfully navigate the coronavirus pandemic:
Make sure your business can keep up with a large volume of orders all at once.
As consumers stay home to avoid crowds, it is wise for eCommerce businesses to prepare for the influx of sales that they may experience. A surge of orders can overwhelm unprepared logistics teams, resulting in more shipping mistakes, slower shipping times, and ultimately unhappy customers.
To prepare, double check that your website is running smoothly, and that your logistics team is ready to keep up with a short-term boost in sales. If you’re not sure that your current order fulfillment team can handle a surge of sales, the team at ShipWizard is here to help! We work with online businesses of all types and sizes, and are experts in eCommerce fulfillment.
Develop a customer service strategy to provide extra assistance to those who need it.
We recommend reevaluating your customer service strategy and making sure that your team is capable of providing support to all who may need it during this uncertain time. For example, many of the individuals who are staying home to avoid catching the coronavirus include the elderly, who may have never shopped online before. When shopping from your online business, they will likely need some extra help navigating your website, adding items to their cart, making a payment, and completing their order.
Your business will also likely be contacted by shoppers who are anxious or even panicked by the situation, and they will need that extra bit of reassurance. Having a calm, friendly customer service agent to speak to when they contact your business can make all the difference. They will appreciate that your business was there for them in their time of need, making them more likely to purchase from you again.
Remember that this is an opportunity to create long term customers.
The coronavirus pandemic will cause new people to shop online, as well as bring new users to your company’s website. Not only will this provide a short-term boost for eCommerce merchants, but a long-term increase in sales if these customers continue to shop from your website after the pandemic subsides.
Partnering with a leading 3PL services company enables your business to offer things that customers love, such as lightning-fast shipping options and awesome customer service, while helping your save on everything from shipping costs to supplies.