Online store managers are losing customer requests. What to do?

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There is a solution - to correctly distribute orders among employees. We tell you how to do it
06/26/2024 ⏱8 minutes
Online store managers are losing customer requests. What to do?
Alexander launched his online store. He got his first clients, orders, and sales started to grow. At one point, orders and requests from customers started to increase, and managers started to receive an uneven workload - some continuously process requests, burn out and start to miss orders, while others are out of work.

To avoid this, you need to correctly distribute orders among managers. In this article, we will figure out how to avoid such a problem using the request distribution function in RetailCRM.
Why are customer requests lost?
What are statuses and how to kenya phone numbers use them to organize the work of the sales department?
What are access rights in the system and how to work with them?
How to effectively distribute orders using a CRM system
Conclusion
Why are customer requests lost?
The speed of order processing is important to the buyer - 53% of customers believe that online store managers should be available 24/7. If the buyer is not called back, does not answer in the chat or is answered too slowly, he is likely to go to another store.
What Customers Expect from Online Store Service: Shep Hyken's Research
In order not to lose a client at this stage, you need to understand why applications and orders can get lost:

1. Managers missed the application because they did not know who was responsible for it.

2. The application was accidentally accepted by a manager who was not responsible for it, and then forgot to transfer it to another manager.

3. The application was accepted by an operator who distributes orders, and then forgot to assign a person responsible for it.

4. The application was not noticed, for example, it arrived at night and got lost in the flow of orders.
Such situations occur when the online store does not have a CRM system. But even if it does, the distribution of applications may still be of poor quality. From the point of view of the back office, the following difficulties may arise:
7 Reasons to Implement a CRM System
the manager processes more requests than others;

the manager receives fewer applications than the others, and he is out of work;

orders of the same client are processed by different managers;

The manager works with different types of requests, for example, from different stores or from different types of clients.
How to Reduce the Influence of the Human Factor in an Online Store
You can avoid such situations and reduce the risk of losing an application and a client using the automatic order distribution and manager status functions available in RetailCRM. Let's take a closer look at how they work.