How Supply Chain Visibility can Quell Customer Concern

Have you ever tried to buy something online but were disappointed when you discovered that it was out of stock? Or worse, maybe you did make the purchase, but after weeks of waiting, the product you ordered never arrived at your front door.

在电子商务中，这种情况一直在发生。例如，有时网站的更新不够快，客户不小心购买了实际上缺货的产品。或者，供应链可能存在问题，并且交付延迟到将来的日期。或者，一家公bob全站app司一次可能一次交付过多，需要更多时间来为您带来包裹。

Whatever the reason is, customers don't like being left in the dark and they want to know when their purchase is going to be delivered. If you don't have a visible supply chain, some customers will get frustrated by having to wait without a clear delivery date, while others will lose faith that they're getting their product at all. This uneasiness is more than enough to stop first-time buyers from returning to your store because they don't know if they're going to receive their order at the right time.

In this post, we'll explain everything you need to know about supply chain visibility, including what it is, why it's important, and ways you can improve it at your business.

For a business, supply chain visibility helps you understand when a product will be restocked so you can promote it to your客户群。如果您知道很快就会交付流行产品，则可以及时创建一个广告活动，并向客户传播信息。

为什么供应链可见性在客户服务中很重要

Supply chain visibility doesn't just tell a business when a product will restock the shelves. In ecommerce, customers want to know when a product will arrive at their front door and will be disappointed if it's delivered later than expected. If they have no clue when the product will be delivered, most will be wary until it arrives on their doorstep.

Even when it does arrive, some customers will hesitate to return for another purchase. Especially if they wanted it delivered quickly or needed it by a specific date.

Here's a real example from my own experience.

去年夏天，我从在线零售商那里购买了独木舟，因为它正在出售。不幸的是，我发现独木舟被放置在后台上，直到八月之后才能交付。我的梦想穿越新罕布什尔州北部的大瀑布城的梦想很快就消失了，因为我在明年夏天收拾了桨，等到秋天才能到达我的独木舟到达。

我从出售中收到的喜悦的感觉很快被公司的供应链可见性差异很快。bob全站app虽然我很高兴能得到很多交易，但我想要今年夏天的独木舟，而不是下一个。由于该公司在传达其产bob全站app品可用性方面做得很差，因此我不会再购买其他购买，因为我不能相信下一个订单将及时交付。

如果该公司做了更bob全站app多以传达产品的交流，则可以避免这种摩擦。我仍然会买折扣的独木舟，但是我的期望将在夏季结束时得到适当的设定。这会加强我与品牌的关系，因为我会很欣赏他们的proactive customer service。

这只是品牌可以提高供应链可见性的一种方式。在下一节中继续阅读更多想法。

1.映射您的供应链网络。

在使供应链更加可见之前，您需要了解其工作原理以及公司资源的来源。bob体育苹果系统下载安装bob全站app最简单的方法是绘制所有供应商并分析每个人如何将其产品或资源传递给您的业务。一旦您知道了产品如何制造和交付给客户，您就可以更轻松地使您的供应链更明显。

2. Be Proactive When Sharing Updates.

当问题确实影响您的供应链时，重要的是要积极主动并向您的任何更改传达任何更改客户群。不要等待客户与您的支持团队联系，因为他们没有收到订单。取而代之的是，直接给他们发消息，以便他们知道您知道这个问题，并正在努力尽快进行购买。

您不必解释所有细节，但是您确实需要让他们知道为什么运输会延迟以及何时可以期望交付产品。请记住，大多数客户将了解您是否透明和放心。但是，如果您不告诉他们何时收到订单，他们将继续打电话，直到他们得到答案为止。

3.经常与供应商沟通。

The best way to know when a new shipment will arrive is to communicate often with your suppliers. If you forge a strong relationship with them, you can confidently tell customers when a purchase will arrive. And, when issues do affect your supply chain, you'll be one of the first to know about any updates or delays.

4. Offer Shipping Tracking.

If your an ecommerce brand, a great way to increase supply chain visibility is to add automated shipment tracking to your website — like in the example below.

Image Source

This software lets the customer know exactly when an order is processed, shipped, and delivered to their front door. It also has live tracking updates that describe where the product is in each step of the delivery process. For instance, in the example above, we can see the product was packaged on June 8th and was sent out for delivery later that afternoon. That way, if the customer doesn't receive the package on June 8th, both the business and the customer know there was an issue with the delivery.

5. Provide Real-Time Shipping Updates.

与上一个示例中的实时跟踪更新类似，实时更新是让客户知道何时交付产品的另一种方法。实际上，许多企业使用SMS向客户发送送货更新的消息，就像以下示例一样。

Image Source

6. Partner With an Online Shopping Assistant.

如果您不想提供内部运输跟踪，另一种选择是与可以为您做这件事的在线购物助理合作。例如，店铺is an order tracking app that tells customers when their product is going to arrive. When customers buy something, their order information is forwarded to Shop where they can review things like expected delivery date, tracking numbers, and previous purchases.

店铺can even map the delivery route so you know exactly where an order is when it's marked "in transit" on the app.

Image Source

7. Gather Customer Feedback.

如果您不确定在哪里可以改善业务的供应链可见性，那么一个好的起点是调查客户。你可以用NPS或者CSAT一旦产品传递，该调查是通过电子邮件发送的。通过此调查，您可以询问客户在哪里可以改善其交付过程，以及您公司购买后可以提供什么。bob全站app

有关提高客户满意度的更多方法，请查看其中一些受欢迎的客户体验趋势。