1 / 8

How SOPs can Enhance Customer Experience in eCommerce?

Standard Operating Proceduresu00a0(SOPs) are considered to be one of the best eCommerce practices.<br>

BusinessXpert
Download Presentation

How SOPs can Enhance Customer Experience in eCommerce?

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Business Process Expert How SOPs can Enhance Customer Experience in eCommerce?

  2. Index Business Process Expert 01 Introduction 02 Customer Journey Mapping in SOPs 03 IT-System Integration of SOPs 04 Synchronization between Physical and Digital Touch points • 05 Summary

  3. 1. Introduction Business Process Expert Competition across eCommerce space is growing not only in developed countries but also in INDIA • Customer experience is a deciding and differentiating factor in any eCommerce business strategy. • Standard Operating Procedures (SOPs) are considered to be one of the best eCommerce practices. Index

  4. 2. Customer Journey Mapping in SOPs Business Process Expert Customer buying the Products Delivery of the products Return request and refund Customer Discovering your website Navigating through website • The Customer journey Touch Point needs to be carefully address in the SOPs • The marketing policies and strategies should be align with better customer experience and incorporated in operational SOPs • This helps at delivering better customer experience and better eCommerce business flow Index

  5. 3. IT-System Integration of SOPs Business Process Expert Integration of SOPs in IT-systems will help in the digitization of business process This will facilitate all the processes and process owners to carry out their respective SOPs or the duties and responsibilities Index The flow of operational information requirements for different processes gets automated Index

  6. 4. Synchronization between Physical and Digital Touch points Business Process Expert Digital Physical Digital Physical Physical Digital Index

  7. 5. Summary Business Process Expert • Customer expects consistency, transparency across all touch points • SOPs reduces themismatch between what is promised and delivered to the customer • All the business partners like IT- systems and customer service executive from customer care to delivery support are on the same line because of SOPs • SOPs can make sure that customer has smooth experience and it helps in gaining customer trust • Credibility or trust-building capacity can be developed when a company is process-driven by the means of SOP Index

  8. Thank You • For further details and fulfilling your SOPs needs, please visit us at • https://www.businessprocessxperts.com/how-sops-can-enhance-customer-experience-in-ecommerce/ • https://www.yourretailcoach.in/ • https://www.businessprocessxperts.com/

More Related