Keep Tabs On Deliveries And Keep Customers Happy

People owning and working in long-established retail businesses will be used to having regular

, day-to-day contact with their customers and suppliers it's a part of the business which many people enjoy.

But in these days when so much interaction takes place online, in a virtual world, a new generation of enterprise is emerging in which the operators never have any direct contact with those who both supply them with their products, and the people who buy them.

This represents a huge change to the retail landscape and it's one which many longer-established retailers are finding it difficult to come to terms with.

Their businesses were founded on a solid ethos of providing the best possible service to customers, which was often achieved by getting to know their needs, sometimes over a period of time, and offering the products which they required.

These days, when selling online, it is still easy to find out which products are in the highest demand, by using a raft of analytical tools and keeping an eye on online forums, on which people discuss their latest purchases.

However, it is more difficult to quantify the level of satisfaction which customers have with companies which trade online, because often they will simply come along, make their purchase, the goods will be dispatched and arrive safely and in a reasonable time, and nothing further will be heard. And for businesses which are used to having a degree of personal interaction with their customers, and being told when they are happy or more likely, unhappy with the goods and service received, this can be a difficult adjustment to make.

There is, though, one important way in which the channels of communication can be kept open once a customer has placed an order online. This is by letting them know that they can track the progress of their goods once they have left the manufacturer or supplier, using a simple online tracking system.

Employed by all the major courier and parcel delivery service providers, such a service involves giving each consignment a unique code by which it can be identified. These details are fed into the delivery company's computer system the moment a consignment leaves them, and then notified to the recipient. Then, when they access the carrier's website there will be a page into which that unique code can be entered. Using GPS technology, the current location and status of the goods can instantly be ascertained.

Such a service is helping earn online traders a great deal of trust, as well as enhancing the reputation of couriers, as they play a greater role in helping people get the goods they want.

by: Alan Trotter

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