The Pivotal Role of Customer Support in Overall The Post-purchase CX
A staggering 40% of customer support issues are Shipping, Delivery, and Returns related issues occurring in the post-purchase phase of the customer journey.
The verdict is clear.
Businesses of every size, small or big, deal with order delivery issues, particularly when they use third-party shipping service providers (even more so during the Holiday season when order volumes are 3x-4x). Therefore, despite delivery issues occurring, one must find a way to proactively resolve them or at least mitigate their impact on customers before you lose them for good.
When these issues are handled right, your support team’s actions directly impact your CSAT scores and also delight your customers by surpassing their expectations.
However, if you unintentionally neglect the post-purchase phase, you are prone to face challenges that arise due to a lack of effective customer support in the form of:
- Running the risk of poor customer satisfaction
- Losing loyal customers to bad delivery experiences
- Brand’s online reputation taking a hit
- Spending time and money heavily on acquisition costs, etc.
The Holiday season is a time when order volumes are high and shipping carriers are straining to meet delivery promises, increasing the magnitude of the problem multifold during the Holiday season. That is why businesses must prepare well ahead for the Holiday season i.e right around the corner.
And the first step towards that is being aware of the challenges that your customer support team would face and equipping them to handle them with ease.
Customer Support Challenges During the Holiday Season
1. Lack of visibility or data for resolving issues proactively
Customers during the Holiday season anticipate their orders with extra diligence. Thus, in case of unprecedented issues such as delays, make sure you proactively resolve them by employing expedited corrective measures in order to not let them feel let down.
Tracking your customers’ parcels in real-time helps you stay on top of delivery issues. However, if you’re tracking through your shipping carrier, then it’s important to keep in mind that:
- Shipping carriers more often than not do not provide real-time tracking of parcels and
- Shipping carriers are known to hide information regarding delays or other issues to prevent them from being shown in a bad light.
In either case, you end up not resolving issues proactively and settle for being just reactive. This is of little or no help to your customers who would’ve already been impacted by the issue and would have been put through a bad delivery experience.