FULFILMENT OPERATIONS ☛ WEB VERSION:
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On-line enquiries by email can be unexpectedly time- consuming and invite multiple issue raising.
On-line chat can also extend much longer than you might think.
Data capture of shopping list type order forms can seriously extend order processing times.
What service levels on each activity type do you require to match your brand values?
What level of product knowledge is necessary to communicate properly with your customers?
Does your product range
change frequently, requiring retraining of agents?
Do you have refund or return policies that you would be unable to delegate to a third party?
Do you service an international market requiring multi-lingual communication?
Do you service an international market requiring services out of normal UK hours?
What payment methods do you accept?
Do you offer customer accounts or credit?
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Do you use prize draws or similar promotional methods?
Is your market servicing a specialist sector? for example: Charity, Special Needs, Age, Sport, High Net Worth.
And leaving what is probably quite challenging until last …
How transferable is all this data from your system?
Product Supply If you supply by electronic media or have a 100% drop ship supply model, you can skip this section, but for most of you there will be a lot of information required to scope out a suitable partner.
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