Proactively and consistently communicate the status of orders placed over the phone to the customer.
After placing an order over the phone, the customer should receive written confirmation regarding the order number, products, amount, delivery terms, and next steps.
As the order progresses, significant events such as preparation, shipment, delays, delivery, or cancellation should be communicated through the preferred channel.
Communication events
Order received
Payment received or pending
Order confirmed
The product is being prepared or is in production.
Sent
Delivery appointment
Delay or partial delivery
Delivered
Cancellation, return, or refund
Channel preferences
SMS
Email
Mobile app notification
Customer portal
Representative call back
Customer self-service tracking
Customers who place orders by phone should also be able to track their orders via a digital link or portal. This reduces the burden of status inquiries on the call center.
Communication consistency
The status update sent to the customer must be consistent with the actual record in the ERP and logistics systems. Automated messages should not present vague or unconfirmed dates as definitive commitments.
After a sale is completed over the phone, don't force the customer to call back for information; share the order status accurately and proactively.