How Automation Transforms the Post-Purchase Customer Experience7 min read

In the always-on retail environment, the convenience of a seamless experience is the key to winning more customers. According to Linnworks research, over 80% of shoppers are looking for a frictionless, cross-device ecommerce experience. 

The challenge for retailers is that they’re busier than ever merchandising products, processing payments, delivering orders and juggling a multitude of other daily tasks. To scale the business without sacrificing convenience, companies should consider automation services, such as The benefits of automation are clear for the business as a whole, and automation can also transform the customer experience even when the customer isn’t directly involved. 

Shopping and checkout experiences can be managed directly by the customer, but that’s only half of the overall order experience. The post-purchase phase can present a series of complex tasks ⁠— including shipping, tracking, delivery, returns, reviews and more ⁠— and automation helps ensure these tasks are managed in an efficient manner. Automation helps create a positive post-purchase experience for the customer and can have a significant impact on engagement and revenue opportunities.

Managing Orders

Supply chain disruptions have affected businesses and consumers across the board, causing growing dissatisfaction among buyers and leaving sellers to find alternative vendors, products and solutions. 

While automation won’t necessarily resolve these issues, it can help scale ordering processes to provide efficient fulfillment services and eliminate delayed or partially fulfilled orders. For example, automation can help logistics and fulfillment centers communicate with each other to locate alternative products and routes for orders. In other cases, automation can be used to prevent a customer from placing an order for out-of-stock products.

Automation can also help eliminate manual record-keeping, freeing up time for your employees to focus on other tasks and minimizing human error. As orders are placed, automated systems can begin fulfillment processes while monitoring inventory levels.


Managing Inventory

In what we call the effortless economy, consumers have high expectations for convenience. They expect to order from their chosen channel by selecting the shipping or pickup option that works best for them. Of course, customers can’t place orders if there’s no product to sell. Running a successful ecommerce business requires companies to have inventory management automation tools that order the right stock in the right quantity and at the right time to ensure order fulfillment occurs without delay. 

Not only is it important to understand the demand for each product, but you also need to know how long it takes to replenish that inventory. This knowledge helps prevent delays, out-of-stock notices and poor customer experiences. Automation systems can be established to place orders directly to suppliers as inventory is sold, eliminating slower manual processes.

Managing Listings

Supply chain disruptions can cause significant issues for consumers and retailers alike. By managing listings automatically, you can remove or update products identified as out of stock, avoiding disgruntled customers by clearly indicating that a product is not currently available. Some software even offers the ability to make recommendations for a similar product or allow the shopper to sign up for a notification when the product is back in stock.