How your customers benefit from Operations Experience Management

At parcelLab, we spend a lot of time talking about how Operations Experience Management can help brands. Branding, engagement, retention, experience – these are the words you probably see us using most, right? But I think it’s really important to remember that everything we do, we do for the end consumer. Really, it’s the customer that benefits from Operations Experience Management. But how?

Increased transparency into order status

Our research has found that customers want to be kept in the loop with the progress of their delivery. In fact, 49% state that they want regular updates on where their order is. 56% of people want to receive an immediate update if something goes wrong, like a delay. And crucially, 31% of people said they do not want to go to a carrier’s website to find this information.

Operations Experience Management enables brands to deliver proactive, regular updates to their customers within their own ecosystem. This means that customers receive personalized information about their order without having to use a third-party site. And, customers can choose their preferred method of contact, so the brand can deliver the most up-to-date information in a seamless way. This shows how Operations Experience Management can enhance each customer’s experience.

Personalized, tailored communication

A great benefit of managing your entire Operations Experience is that you can control the standard of communication that your customer receives. Gone are the days when third parties send broken links or unintelligible updates to your customers. Instead, what each end user receives is detailed, helpful information on their order. No jargon.

And why not take this one step further? Add recommended products based on customer search and purchase history to deliver a truly personalized experience. Link to reviews for products they have bought. Encourage them to share photos of their new product in use. All of this will be beneficial to the customer as an individual. It will all contribute to a positive, memorable Operations Experience.

More ways to reach you

A regular complaint from customers after checkout is that they don’t know how to reach you. As we’ve explored already, Operations Experience Management enables you to add fresh touch points to the journey. Within these emails, you can provide information about how customers can best contact you. For example, if you have a chatbot, add a link to your post-checkout email. Or, if you’d rather they contact you on social media, add a link from your dispatch notification.

However you’d like customers to contact you, having a clearly signposted way to reach you will put customers at ease. Especially if it saves them from lengthy customer service calls!

How will Operations Experience Management benefit your customers?

In summary, managing your Operations Experience has benefits for your team, but above all it helps your customers. But, you know your customers better than we do. So, we don’t do out-of-the-box solutions. Instead, we will work with to create a journey of your own design. And, every decision you make, you can make with your customers in mind. We’ll help you identify the best ways to support your customers specifically during a demo. It’s a great opportunity to see our platform in action. Or, if you have a question, please feel free to contact us.

About the Author: Dora Birna
Dora is parcelLab’s Vice President of Global Marketing & Growth. When she's not busy creating a strategy to redefine the world of e-commerce, you can find Dora teaching languages, practicing yoga and planning her next travel adventure.