Posted on May 25, 2022
by Nick Pennington

Gorgias: Optimising your post purchase process

At Huboo, we often talk about how outsourcing your fulfilment can help you stand out from the crowd by offering faster delivery to your customers. But what happens after the order has been delivered to your customers door can be just as important as achieving that order in the first place.

As part of this month’s Power Up campaign, we wanted to bring you some tips and tricks for optimising your post-purchase process from the customer service experts at Gorgias.

1. Make it easy for customers to find their own answers

customers have made it clear that they want to find their own answers. They don’t want to waste time by reaching out to a support agent and waiting forever to hear back from someone”

Mia Bobak, Tech Partnerships Manager at Gorgias

Customers don’t always check the fine print before they order, but being able to find out what your returns or shipping policy is, the status of their order and make amendments at any time will help to ease some of the concerns they may have after committing to the purchase. 

Knowing that they have twenty eight days to return the item and when their order should arrive – without having to wait for a response – will help to build their trust in the brand and put any concerns at ease as soon as possible. A good practice to follow is to make sure your company policies are available at the checkout, in the footer of your website and in your confirmation emails and updates. 

Gorgias also have a number of self-service and automation tools across different channels, including live chat, email Instagram and Facebook messenger to deflect 30 percent of customer queries and enable customers to access their own personalised updates with a simple email or phone number verification, leaving agents to deal with the more complex and varied tickets.

Having an effective fulfilment process will help to limit the number of these tickets as orders will be picked with 99 percent accuracy, packaged effectively to prevent damage, and despatched within 24 hours. Our full integration with sales channels such as Shopify will also mean orders are automatically updated to ‘fulfilled status’ when they are picked to ensure automations work effectively and your support team knows exactly what stage the orders are in, so they can make any necessary amendments and edits.

2. Make it as simple as possible for customers to contact you if they need to

It can be frustrating to consumers to get redirected through the phone lines of big service providers before getting through to a real person. It’s important to fully understand the problems consumers are facing to be able to provide an outstanding custom experience. 

Using a helpdesk like Gorgias means you can be in all the same places your customers are. You can connect with them on Facebook, Twitter, Instagram, Email, phone and live chat, all from one dashboard. Whether they are commenting questions on your posts or sending you a direct message, your customer support agents can respond quickly and consistently across all multiple channels without never having to switch between different tabs.

Despite your best efforts to avoid disruptions and problems after a purchase, sometimes issues arise from elsewhere; whether it is due to customer error – like forgetting to update their address information after moving house for example – or the courier has damaged or misplaced the parcel in transit. It’s more important to focus on how you deal with these problems, rather than avoiding them altogether.

3. Re-engage

It is safe to assume the majority of ecommerce businesses will have confirmation emails set up to notify customers that their order has been received and when they should expect delivery, but the conversation doesn’t have to end there. 

“The whole reason why social media is the next big customer support channel is because, as a customer, it feels like you are talking to your best friend. You’re DM-ing them on Instagram, commenting on their photos…it’s creating a stronger relationship.  So customers expect to have that conversation with a brand and create that relationship, which is why you will see a lot more brand communities start to pop up.”

Mia Bobak, Tech Partnerships Manager at Gorgias

Turning first time and returning customers into loyal brand advocates takes time. They need to have multiple experiences to build a connection. The fastest way to build these touch points and to demonstrate a personalised experience, is to engage with them as they would their friends. Send personalised product recommendations based on their previous purchase and product browsing via email, invite them to give feedback, set up retargeting ads on social media, and engage with comments and user generated content.

 4. Unboxing

Packaging orders as you would a gift, with branded boxes, colourful stuffing, personalised notes and free samples shows love for your own brand and care for the product. This will in turn create positive feelings towards your brand. 

Using a fulfilment provider like Huboo helps you to provide this experience. Our unique Hub Model and dedicated hub manager acts as an extension of your team. We pack your products as you choose, as well as including extra items at your request. 

In the age of social media, this will additionally help to help generate user content that is a building block for community and growth. 

Learn more about Gorgias and get two months free

About Gorgias

Gorgias is the leading customer support platform for ecommerce brands. Over 9000 + brands like Princess Polly, MVMT, Steve Madden, Olipop, Marine Layer and more manage all of their customer service in a unified platform integrated with Shopify, Bigcommerce, Magento and all of their favourite apps. 

Gorgias is powered with machine learning to automate up to 30% of commonly asked questions. It enables your team to manage all inquiries in one place across (email, Facebook, Instagram, live chat, phone and more). It seamlessly integrates with the other apps that power your store to deliver better customer support. 

Gorgias can detect over 50 languages, making it suitable for brands and support teams around the world. As you grow, our automation tools can help your team increase efficiency, personalise at scale, and transform customer support from a business cost into a system for generating consistent revenue.