A global fulfilment provider, driven by technology, for high growth omni-channel brands – investigated the most common issues that eCommerce retailers are facing in the current market regarding poor visibility in customer service.
By analysing its own first-party customer service data, and highlighting commonalities and categories from 30,000+ tickets, over the last 12 months, the team was able to draw insights on how omnichannel brands can measure fulfilment and logistics performance via its customer service requirements.
Lee Thompson, CEO at fulfilmentcrowd, added: “eCommerce retailers should seek to implement global fulfilment that leverages technology for better visibility. Trusted by 250+ omnichannel brands, our platform is the backbone for resolving and preventing customer service pain points, empowering brands to scale, grow, and expand globally”.
Lee Thompson, FulfilmentCrowd
Unveiling some year-over-year trends in service-related fulfilment issues as the eCommerce landscape has grown, Chelsea Banister, Head of Customer Operations at fulfilmentcrowd, added: “Our data shows that the majority of conversations (78%) that we have with clients relate to order queries or issues. Other common categories raised included custom orders (9%), inventory transfers (4%), products (3%), and returns (2%). Conversations related to rework and task requests, charges and billing, setup and configuration, and API and integration made up less than 5% of conversations combined.
fulfilmentcrowd’s Chelsea Banister
“The data also revealed that, generally, ticket volume peaks in Q4 (October to December), likely reflecting peak eCommerce season challenges. Throughout the year, we tend to have the most customer service conversations with our Health and Beauty partners – in this sector, we are having regular conversations around how to best manage batch control for items that expire. Other common themes in our recent customer service conversations across all sectors include aspects related to US tariffs, our B2B capabilities, and AI.”
When issues arise, the team also suggests using data analytics to pinpoint recurring issues, consistently review your supply chain for weak spots, and conduct a post-mortem meeting with your team to discuss lessons learned.
Technology can also play a key role in this – Austin Waddecar, Chief Product Officer at fulfilmentcrowd, added: “In many cases, fulfilment chaos is the result of poor visibility. If you don’t know where your stock is or what stage an order is at, how can you fix a problem? Technology is your best friend here. Use it to your advantage. Investing in the right technology can save you time, money, and a whole lot of customer complaints – and that’s where we come in.
“A few examples of our tech solutions include real-time tracking, inventory management software, and shipping rules automation. With real-time tracking, you’ll also notice a huge decrease in customer service enquiries in terms of WISMO (where is my order) / WISMR (where is my return) if you offer a self-service solution. Your team will then have more time to spend on those complex issues that don’t always have an immediate fix.
“Inventory management software can help to reduce stockouts and overselling with better forecasting tools, and shipping rules automation can optimise your shipping rules to avoid delays and errors.”
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