Providing top customer service in e-commerce is a priority for every online retailer today. A large part of customer satisfaction in this area is the fulfillment process – which begins with receipt of the order and ends when the customer receives his product in the mail. Many online retailers rely on a fulfillment service for this purpose, which is a company that specializes in the processing and shipment of customer orders. One Atlanta-based fulfillment company recently won accolades for its ability to serve its customers with a high quality fulfillment product that in turn enhances customer service down the line.
The Anatomy of a Fulfillment Center
Fulfillment centers may play a key role in the customer service of an online retailer. These companies may offer support in a number of e-commerce areas, including:
• Order Processing
• Returns and Exchanges
Because the fulfillment process may vary from company to company, fulfillment centers must be well versed in the needs of each of their individual customers. They must be able to customize their solutions to the unique needs of a single business, and the customers that shop with that particular business. Fulfillment centers are often massive warehouses that maintain inventories for companies that do not have the ability to keep their own inventory on site. In some cases, they may provide additional services to a business customer, such as customer support and technology solutions to help make e-commerce processes more efficient.
Innotrac is a company headquartered in Atlanta that specializes in fulfillment services of all kinds. The company serves leading global brands with order and warehouse management, inventory and returns services and direct-to-consumer fulfillment. In addition, Innotrac provides other solutions for e-commerce businesses, including customer relation management and contact center support. The company provides itself on going the extra mile with its fulfillment services, ensuring every customer is satisfied with his order in terms of timely shipments, careful packaging and technology tools that make the fulfillment process as efficient as possible.
Innotrac was founded in 1984 and since that time, the company has expanded to numerous locations across the globe. Innotrac also established an expansive contact center in Pueblo, Colorado, which is equipped for more than 400 service reps working around the clock to provide customer contact solutions to the business customers that require the service. Contact center employees are trained in the individual companies they represent, so they can interact knowledgeably with that company’s customers from a single, central location.
Recently, Innotrac was recognized by Internet Retailer as a Leading Vendor in fulfillment. According to a recent press release, the company received the award in accordance with its influence on e-commerce sales. This demonstrates the importance of fulfillment in the customer service experience, since satisfied customers tend to place more orders with a company. Innotrac came in second among all fulfillment providers considered by Internet Retailer. The company also took the eighth spot among fulfillment technology companies overall. Innotrac serves as a stellar example of how a company committed to the highest level of customer service can succeed in the e-commerce marketplace today.