How SOPs can Enhance Customer Experience in eCommerce?

1 Business Process Expert

How SOPs can Enhance Customer Experience in eCommerce?

Index Business Process Expert

01

Introduction

02

Customer Journey Mapping in SOPs

03 04 05

IT-System Integration of SOPs

Synchronization between Physical and Digital Touch points

Summary

2

1. Introduction

3

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

2. Customer Journey Mapping in SOPs

4

Business Process Expert

Customer Discovering your website

Navigating through website

Customer buying the Products

Delivery of the products

Return request and refund



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

3. IT-System Integration of SOPs

5

Business Process Expert

Integration of SOPs in IT-systems will help in the digitization of business process

Index

This will facilitate all the processes and process owners to carry out their respective SOPs or the duties and responsibilities

The flow of operational information requirements for different processes gets automated Index

4. Synchronization between Physical and Digital Touch points

6

Business Process Expert

Dig ita l Di gi ta l

Ph ys ic

Di g i t al

Even if business IT systems are processing the information pertaining to orders, returns, payments, inventory, etc., SOP will help to achieve the above characteristics

Ph y sic a l

Planned and well-defined SOPs will ensure that all the operational activities are on expected routes

al

l ca ysi Ph

Consistency and Uniformity in the customer’s journey at both Physical and Digital Touch points

Index

5. Summary

7

Business Process Expert

Customer expects consistency, transparency across all touch points

SOPs reduces the mismatch 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

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

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