Because many of its customers expect next-day delivery, OfficeDepot.com is increasing customer service with a new system that automatically contacts them via phone or e-mail of shipment interruptions, says Noah Maffitt, director of e-commerce strategy and customer experience at Office Depot Inc.
“This a major initiative around our customer-focused delivery,” he says. “We provide more information if their order will be late for any reason, so we try to reach them through a variety of mediums. Customers are pretty understanding as long as we communicate.”
Office Depot, which uses its own delivery trucks in addition to some third-party carriers, is still rolling out the system of gathering shipment status from carriers, Maffitt says.
OfficeDepot.com is No. 3 in the Internet Retailer Top 400 Guide to Retail Web Sites.
Back...
