Why your customer support team hates your warehouse process
If your support agents are constantly walking over to the warehouse to find out where an order is, your operational workflows are broken.
Walk into any mid-sized ecommerce business, and you'll often see a customer support agent marching out of the office and onto the warehouse floor holding a piece of paper. They are trying to find out if a specific order shipped yet because a customer is angry.
If this happens in your business, your workflows are broken.
The friction between desks and docks
Customer support wants to give the customer an instant, accurate answer. The warehouse just wants to pick and pack as fast as possible without being interrupted. When the systems they use don't talk to each other in real-time, friction is inevitable.
Bridging the gap
The solution isn't more communication; it's better visibility. Your support agents should never have to ask the warehouse a question. Your warehouse management system (WMS) should push status updates directly into your support helpdesk. If a package is picked, the ticket updates. If a package is delayed due to missing stock, a note is automatically added to the customer's profile.
Give your support team the data they need on their screen, and let your warehouse team pack boxes in peace.
Views expressed are those of the author and do not constitute legal or financial advice.