Hermes & ShipStation: Improving customer satisfaction through better order and delivery management

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Figures show online shopping has surged more than 120% due to coronavirus, meaning customer experience has never been more important to your business, but that doesn’t mean it is easy. Our experts are here today to discuss how early communication and customer choice can improve customer satisfaction and deliver service excellence.

Overview

This peak/Christmas season will be very different for all retailers, no matter how big or small, as Covid has changed how all businesses are operating. Managing your customers’ expectations around delivery timelines is crucial and good quality early communication can help reduce customer service enquiries. Offering your customers different delivery options (e.g. Next Day as well as Standard) can help to guarantee that final click to purchase and becomes more and more important as we head towards the end of the year. The customer purchase journey can also be made smoother through good use of technology and integrations, reducing abandoned baskets.

Summary

In this webinar, our speaker(s) will go over the following topics:

  • Hermes will talk about how businesses of all sizes, working with the right providers, can deliver customer delight at this important time of the year.
  • ShipStation will explain how to streamline the order management and delivery process.

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Meet Our Guests

Luke Batten, Hermes

Luke Batten joined Hermes seven years ago in a customer-focused role. Since then Luke has progressed through roles in tele-, field, regional, international and national sales. He is currently responsible for managing the Hermes corporate sales strategy, working closely with key retailers to deliver growth for both their businesses and Hermes. Luke is an inspirational leader who’s customer-first thinking ensures sustainable long-term business growth for his clients.

Mike Hayers, ShipStation

Mike joined ShipStation in January 2019 as Account Manager and within a year became the UK Country Manager. Mike and his team help the merchants improve their businesses by streamlining eCommerce fulfillment and automating their shipping processes.
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