What is the number one thing that draws customers to your online store? A product. What’s the best way to ensure that you’re making a profit off of these products? Sales.
And who does most of this work – sales associates, delivery drivers, and customer service representatives.
Ultimately, every department in an e-commerce company has some responsibility when it comes to sales (either directly or indirectly).
So what are three departments within your store that play a significant role in generating revenue for your business? Marketing, Product Development, and Operations.
1: Marketing
Marketing is the department that takes the product from your warehouse to a customer’s doorstep. Marketing campaigns can be on social media, blogs, or search engine results pages (SERPs).
In addition to being responsible for marketing efforts outside of your e-commerce site, this team also works closely with Product Development and Operations when it comes time to develop new products and manage inventory levels.
When your marketing team controls creating quality content and getting it in front of the correct individuals, you’ll be sure to have orders going out frequently.
Marketing is the department that takes the product from your warehouse to a customer’s doorstep. Marketing campaigns can be on social media, blogs, or search engine results pages (SERPs).
In addition to being responsible for marketing efforts outside of your e-commerce site, this team also works closely with Product Development and Operations when it comes time to develop new products and manage inventory levels.
Marketing teams seem to understand what consumers need as they have an incredible amount of data points on the individuals that buy.
2: Delivery Services
In the same way, your marketing department is responsible for getting a product from warehouse to doorstep; delivery services are in charge of bringing it from door to customer.
While this may seem like a small task, shipping and receiving can be a complicated process consisting of multiple steps: receiving items at the store/warehouse, packing up orders based on which products have been purchased by customers, arranging deliveries with carriers (such as UPS or FedEx), and finally providing tracking information so both you and your clients know when they can expect their packages.
In addition to making sure an e-commerce business meets its promised shipment dates – cargo theft protection also falls under these responsibilities. If you utilize your fleet of delivery drivers, it’s also vital to have a quality car crash lawyer on standby for any problems that might occur on the road.
3: Customer Service Representatives
Customer service representatives (CSRs) are the first line of defense for answering questions about your products.
This team answers general product inquiries and has a role in resolving customer complaints and requests – from returns/exchanges to order cancellations.
In addition to managing incoming calls, email messages, and chat sessions with customers regarding their orders – CSRs may be required to work closely with Marketing and Product Development teams as new campaigns or promotions roll out.
Establishing clear expectations around roles & responsibilities is vital so that every department knows their expectations daily within an e-commerce company.