01 — Improved Efficiency

A single team helping your customer is simply better than a handoff between two teams. By operating both customer support and order fulfillment under one virtual roof, it becomes much easier to coordinate customer requests and streamline processes. Here are a few examples:

A) Faster intervention on last-minute order changes will reduce returns.

B) Customer service agents will quickly check on order status and advise customers proactively when issues arise.

C) Customer service agents are actually fluent in how shipping carrier networks work, quickly reducing customer confusion about shipment status while in transit.

D) Shipping related questions are quickly answered in the same reply as other support topics without the need for escalation, handoff, or waiting for a separate team to help answer.

02 — A Better Customer Experience

When customer support and order fulfillment are integrated within a single team, it becomes easier to provide a more seamless and personalized experience for customers.

For example, if a customer needs to make a change to their order, the support representative can communicate directly with their own teammates on the warehouse floor to make the necessary changes. This helps reduce frustration and ensures the customer's needs are met in a timely and efficient manner.

Working directly with the warehouse team also builds CS agents' knowledge on shipping and returns processes. This level of fluency flows through to customer interactions and builds trust and confidence with your brand.

03 — Reduced overhead costs

By operating all customer-facing functions under one roof, e-commerce businesses can save on overhead costs. Think about it: Even if you outsource CX and fulfillment to two different companies, both companies are charging you separately for their rent, utilities, accounting labor, HR teams, salespeople, marketing departments and all the other overhead needed to run their businesses profitably.

By outsourcing CX and fulfillment to one provider, those expenses are practically cut in half and those savings should flow through to you as the client, which they do in Rush Order's case.

The same logic applies to inhouse versus outsourced teams as well. With Rush Order, you're sharing overhead with lots of other companies. In fact, take our CX savings calculator for a test drive to see the difference.

04 — Your Life is Simplified

Outsourcing CX and fulfillment to a single team reduces distractions and saves you time and effort. One team is easier to manage than two, especially when you are trying to run and grow the rest of your business.

Rush Order provides frequent bite-size updates to its clients with recent wins and challenges, thus keeping your finger on the pulse of what is happening in your CX and fulfillment operations. We then step back for monthly and/or quarterly business reviews with you to dive deeper into our collective performance, as well as plans for the near and long term future.

Unified CX + fulfillment creates a much more manageable existence for you and your team.