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Point-Of Order Support

The document discusses best practices for point-of-order customer support, including providing intuitive site navigation, personalized ordering processes, complete product information, multiple payment options, and addressing security concerns to ensure customers have a smooth and secure ordering experience. It also emphasizes the importance of an easy-to-use electronic shopping cart and well-designed ordering process to build customer loyalty.

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prateekdutta
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29 views

Point-Of Order Support

The document discusses best practices for point-of-order customer support, including providing intuitive site navigation, personalized ordering processes, complete product information, multiple payment options, and addressing security concerns to ensure customers have a smooth and secure ordering experience. It also emphasizes the importance of an easy-to-use electronic shopping cart and well-designed ordering process to build customer loyalty.

Uploaded by

prateekdutta
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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POINT-OF-ORDER CUSTOMER

SUPPORT
•Ensuring a smooth ordering process
•Personalizing the order process
•Providing an intuitive site-navigation scheme
•Providing pricing information
•Addressing customer security concern
Example- your visit to departmental store and
watching your favorite soccer match
Providing self service to your
customer
•Providing options in the website for selection
•Possibilities of selecting choices on site
•Pricing information for different options
•Seamless flow of information on site
•Good integration of all business processes
•Integration of various customer service
technologies e.g. product scales, telephone
access, web site etc.
Well-Designed Ordering Process

•Connects pre- and post-order CRM issues


•It is visible manifestation of internal business
processes
•Point-of-order interface is first step to build and
maintain customer loyalty
•Point-of-order interface must be easy and
interesting to use
•It should be efficient and overloading of
information must be avoided
•Information should be accurate and up-to-date
Electronic Shopping Cart
•A familiar concept in shopping and easy to use
•It allows customers an easy and interactive
method of selecting, reviewing and ultimately
purchasing goods
•Well designed cart system allows quick change
of items reflection of price on change
•Cart should be well integrated in the web but
distinctly located
•It should be easy to items and remove if not desired
so that customer does not feel pressurized to buy
•An easy exit from ordering process is necessary
to stop buying or restart process again
Electronic Shopping Cart….

•Full description of the product in the shopping


cart should remain available. Any specific details
of the item for review should be available during
check out process
•Customer should be able to drop or add items
while shopping for purchasing decision
•All other components need to work in conjunction
with the cart to make purchasing most efficient,
enjoyable on line purchasing experience for the
customer and without any complaint
Providing Complete Product Information

•Name of the item, price, and product description


helps in purchasing
•Component purchase may be connected to purchase
history with personalized greeting for easy recall
about the purchase activity
•Reflecting current low price makes purchasing
attractive and repeated visit to the site
•Information on alternative products with comparative
price details gives customers added attraction and
replacement ideas
Personalizing the Order Process
•Creation a warm and friendly environment for
patrons, giving them a sense of being the most
important customer to your business
•Customer’s entire experience and past order
details along with display of name is important
•Exploiting previous order history for further business
activities and steer customer in different directions
•Allows customer to “Own Your Site” by providing
as much information as possible on any product
•Allow customer to build their own navigation
through your site, an e-mail alert on new items
•Opportunity to modify customer profile e.g salary etc
•Complete information on product to buy spares
An Intuitive Site-Navigation Scheme
•Site-navigation scheme should be visually
appealing without losing any functionality
•Navigation scheme should be product oriented
and have maximum product information and provide
drop-down list for items and sub-categories
•Information on products should be accessible at any
Time from any point of your site. A circulation
navigation scheme should be used in place of linear
structure. It should have a search form for entire site
•Linkage should be provided among home page,
customer’s shopping cart and customer’s profile
•Any special advertisement should be linked to home
page for immediate linkage
Providing Pricing Information
•This should be available on Home Page
•Linking product to other page giving other details
like accessories, models and prices
•Total product cost may be displayed even
needed after selection of accessory etc.
•Shipping expenses may also be given
for ease of delivery mode selection
•Provide different prices for different customers
with incentives
•Provide foreign exchange rates if e-commerce
is being done on global basis
Providing Ease of Billing
•Retain previous order information for quick billing
such as address, e-mail, telephone no etc.
•Expedite billing after shopping cart finalization
•Payment options for personal and business
accounts should be possible
•Both card payment and direct net banking should
be made possible for customer to select
Customer-Security Concern
•Use credit card processing pay site for actual
payment and security
•Customer must undergo verification before
giving any details about credit card or account
•E-mail order and payment details to customer
to check correctness and eliminate any fraud

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