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The Elements of Digital Design for an eCommerce site

Jul 15, 2005

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Service Elements After the Sale

When writing the specifications for handling customers after a sale, the eCommerce Manager must keep these issues in mind:

Offer real-time instant order confirmation. Your web store should send an automatic response to the customer, confirming the purchase. Include the order number, a list of products or services purchased, where the order will be shipped, and the total amount of the order—including all shipping and handling charges and applicable taxes.
Specify when to expect delivery and/or provide order status information. Include the tracking number of the order and a link to a page where the customer can track the order.
Finally, send a final email asking whether the customer received the order. This is a good time to include an after-sale survey asking the customer to rate the purchasing experience with your company and provide any suggestions for improvement.

My next article in this series will discuss pricing strategies that an eCommerce business must consider, now and in the future.

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