METRO pokupok is a multifunctional service for online stores, which refers to a set of information, logistics, marketing and other services designed to optimize the online store operating activities, and aimed to increase customer loyalty to the online store and its sales growth.
About the service
The service work consists of three parts:
Part I is devoted to interacting with the online store customers: informing and advising customers according to the online store specifics, receiving, processing orders from the customers by contact and non-contact communication channels;
Part II is devoted to optimizing logistics processes, organizing work with the suppliers, storing, packaging, sorting, controlling stock balance and delivery to customers;
Part III is devoted to interacting with the online store: mainstreaming the information base about the goods and services, store promotions, data analysis, calculating performance efficiency, reporting.
About our work
For every online store we allocate a support manager who is well-versed in the store product matrix.
A Maintenance manager has an opportunity to communicate directly with an employee of the collection point or a courier for prompt resolution of issues. Our manager is trained in logistics service.
When ordering, the manager helps the buyer to choose the desired collection point, automatic parcel terminal or make a delivery by courier, offers the buyer the optimal delivery and timing rate. The Maintenance manager controls the timing of order batching, stock balance, delivery times, he works with the suppliers. Moreover the manager additionally informs the recipient that the order has come to the delivery city.
- Our order making is the fastest and meets your customers’ expectations. Our order making is the fastest and meets your customers’ expectations. For violating the order procession interval, we recalculate the service cost to the customer.
- In case of non-repaying the goods by the buyer at the Maintenance manager’s confirmed fault we are ready to refund the money for the goods to the customer.
- The service “Maintenance manager” has a rigid quality criteria, the performance indicators are subject to mandatory consultation with the online store (KPI). In case of failure to fulfil the indicators the customer is issued the service recalculation.
- In addition to the ability to sell products, the support manager is well-versed in the peculiarities of logistics. The employee goes through mandatory logistics service training.
- We offer our customers the online store best logistics solution which exists today in the goods delivery market. This allows us to provide the customers with uniform delivery standards, the largest geographical coverage, to effectively exercise the delivery control and goods repayment.
- We have chosen the work organization variant of our own delivery service, based on the experience in the field of logistics for over 10 years. As various call centres METRO pokupok service also has the ability to involve the delivery aggregators and other third-party delivery service, but we don’t do this consciously: we do not just talk about quality, we provide our customers with high financial guarantees.