One of the most important moments in the customer experience process is when they actually place their order. If the customer’s order is not completed, then all of the marketing, sales, support, and operations that came before make no difference. That is why it is crucial to have a well-functioning order taking process. Order taking services are phone-based outsourced systems that complete the order process for you. Many of the best businesses in the world use order taking services, and for good reason. Here are five ways that order taking services can save you time and stress as a business owner:
1. Increases Sales
Nothing brings your stress level down like seeing sales go up. When you have an order taking service, you give experienced call center agents an opportunity to upsell and cross-sell your potential customers. A good agent will always do this in a way that is enticing but not forceful or pushy. Rather than having to train these sales agents yourself, when you outsource you are bringing experienced sales agents onto your team right away.
Order taking services can also increase your close rate. When orders are placed online, it can be difficult to track exactly how many potential customers are reaching the finish line before they decide not to purchase. With an order taking service, you are able to
talk to these potential customers, resolve their concerns, and convert their interest into a sale. You have trained professionals ready to take an order 24 hours a day, 7 days a week. Potential customers who might otherwise have had trouble placing their order are able to have an expert address their concerns, guide them through the process, and save the sale with an order taking service.
2. Increases Customer Satisfaction
If you have a variety of products and services, making sure that customers order the right ones for their needs can consume a lot of time and energy. This is made worse when a customer accidentally orders the wrong item and has to have their order changed, exchanged, or refunded. With an order taking service, you have the opportunity to talk with the customer and make sure they are purchasing the optimal solution.
Many of these unmet customer expectations are caused by inaccurate orders or a poor understanding of your product or service’s capabilities. With an order taking service, call center agents can give accurate answers to questions and ensure that no errors creep into the process of making an order. All of these factors combine to create an order process that will increase customer satisfaction levels.
3. High Levels of Engagement
Everybody wants high levels of engagement with their customers. Highly engaged customers are more likely to have a favorable opinion of your company and, ultimately, are more likely to purchase again from you. They are also more likely to be satisfied with their order. By initiating the customer relationship with a personal touch, order taking services engender high levels of customer engagement.
Because the customer is already accustomed to making a call to contact you, they are more likely to contact you for much-needed customer support and seek answers to important questions. By creating high levels of customer engagement, customer satisfaction is driven even higher.
4. Long-term Consistency
Few things consume as much time and effort or create more headaches than switching order taking platforms. Brand new startups that offer innovative online retail platforms may or may not be around a year from now. However, you can be sure that you will still be able to take orders over the phone decades from now. When you go with an order taking service, you free yourself from the worry of deciding on a new order platform and implementing it every few years.
5. Cost Effectiveness
Online platforms can be hugely expensive. The same can be said of training your own staff to take orders. By contrast, an order taking system is consistently cost-effective. When you train your own staff, your costs jump considerably every time your sales reach the point where you have to hire a new employee. With an order taking system, the cost increases gradually as your sales do, and you never pay for services you don’t need.