Keeping in line with their motto of ‘Better Service’, the online retailer Better Bathrooms.com , has announced a new system which it hopes will further improve its already high levels of customer service and communication.
Any customer who now places their order online through the Better Bathrooms.com website, or over the phone, will kept informed of the status of their order through a series of email updates and text messages. An initial email will provide the customer with a confirmation that their order has been received into the system and is being processed. For many customers, this will eliminate the worry of whether or not their order has actually been placed and provide reassurance that their bathroom suite purchase is well in hand.
The second stage of the communication process sees another email sent to the customer, informing them that their order has been passed over to the Better Bathrooms distribution centre to be picked by one of their expert warehouse operatives.
Once the full order has been collated together and has been loaded for dispatch, a final email or text message is then sent to the customer to inform them that their order is on its way. This final part of communication also provides the customer with a tracking or consignment number which allows them to track their order with the courier company.
This complete cycle may seem straightforward enough, but it is a process which Better Bathrooms is already seeing huge benefits from. A customer service spokesman for the company said “The new order communication and status update system is just another way in which we have improved the overall shopping experience for our customers. After listening to feedback from previous customers, we found that the most common desire from them was that they wanted to be kept informed on the progress of their order. Buying bathrooms isn’t like buying DVDs or a books, it can be a serious financial outlay so it is perfectly understandable why our customers want to be kept up to date on their purchase. We have found that since we introduced the new system into our business that we have cut customer service enquiries by half and have also reduced the number of email enquiries we receive on a daily basis. Reducing phone calls is not only great for us from a business efficiency point of view, but is also great for our customers as it saves them the cost of a call to check on their order. We’ve already had great feedback from our customers the new system and we’re already looking at new ways in which we can communicate with them even further.”