From clicking 'add to cart' to processing a return, order management software handles critical operations behind the scenes of your customer shopping experience. Since customer experience is a driving force for success in the competitive retail space, auditing your order management life cycle to make sure it achieves both customer experience and business operational goals is a must.
What's most important when reviewing an order life cycle?
An order management solution must support an order throughout its entire life cycle and create a seamless experience for business users, like customer service representatives, and consumers alike. We identified 8 critical order management touch points from the initial consumer experience to customer service interactions.
These touch points should be reviewed for both operational efficiency and customer experience on a regular basis. If your business supports omni-channel purchases, remember to review the order management life cycle for orders fulfilled across multiple channels (i.e. buy online pick up in store).