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Zenkraft Blog

Run your Logistics and Post-Purchase Experience on the Salesforce Platform.

Managing Ecommerce Returns in Salesforce

Published on 21 January 2020 by in salesforce ecommerce returns 

Ecommerce Returns are on the Rise 📈

UPS estimated that almost 2 million packages entered its network on January 2nd, the day it has coined “National Returns Day”.

That’s one shipping carrier, in one market, in one day...

Is your technology stack equipped to provide a top-notch customer experience in the age of excessive ecommerce returns?

In most companies, there’s a disconnect between the return request (Case) and the physical location of the item. Zenkraft helps eliminate this disconnect by connecting 60+ shipping carriers to Cases in Salesforce, enabling CSRs to create return shipping labels directly from return requests (cases). 

4 ways Zenkraft can help your team process ecommerce returns:

Create Labels with a Single-Click 🦸‍♀️

Superman can leap tall buildings in a single bound. Your CSRs can create ecommerce return labels in a single click with the Multi-Carrier app! 

Once the Multi-Carrier app is installed Service Cloud users can click a button and generate the return label, email it and follow up when/if the item is not returned. 

This allows your customer service reps to avoid hours of monotonous copy and pasting. Giving them more time and energy to roll out the red carpet for customers, training to handle more complex customer service situations, relaying important customer feedback to your product team, and building a loyal community around your products. 

Trigger Workflow 🔫

The physical location and movement of an ecommerce return is an integral part of managing inventory and staying in contact with shipping carriers and customers. 

With Zenkraft, companies can leverage status updates to improve customer experience and protect themselves from returns fraud. 

If return requests aren’t connected to Cases in your organization, how are you processing ecommerce returns? Are you waiting for a return to travel all the way back upstream? Are you taking chances on packages that may not have been returned or checked for damages?

There’s a better way!

Configure the automatic dispatch of refunds and exchanges based on your own business rules. With the shipment location connected to the Case you can trigger refunds/exchanges when a return reaches a particular checkpoint. 

RPA & Returns 🤖

Configuring a "Return My Order" dialogue in Salesforce helps take simple return situations off the plate of customer service reps. The Salesforce platform allows you to easily plug in Zenkraft Actions to existing Bot implementations and craft your chatbot’s conversation.

You can begin the conversation with a dynamic “Return My Order” button. The chatbot can then be configured to ask “ What’s your order number or email address?”. After the customer responds, the bot will retrieve their information and send a return label in the chat window. Your message will look something like this "Here is your return shipping label {!ReturnLabelURL}.

Hands-Off Approach to Returns 🚫🤲

Would you like to remove all but the most complex returns/exchanges from your customer service reps queue?

Our application allows customers to login to their account, quickly explain why they'd like to return the package, generate a label, and mail the package all without having to talk to a customer service rep. 

Final Word

Knowing the physical location of a return is crucial to elevating your ecommerce returns experience and getting valuable inventory restocked. Having access to this information in real-time allows you to dispatch refunds or exchanges quicker.

But what’s better for you and your customer is the customer having real-time access to this information.

So connect Cases to shipment location and keep your customers happy (And out of your hair).

Continue reading »

6 New Carriers!

Published on 13 January 2020 by in multi-carrier 

Zenkraft is excited to announce the addition of 6 new carriers to our network!

Deliver-It  

Deliver-It is based in the American Southwest and specializes in overnight/same-day delivery in California, Nevada, and Arizona. The carrier offers 3 Same Day delivery options including Stat (Immediate), Express (2 hour) and Regular (4 hour) options.


Unity Courier Service

Unity is based on the US West Coast and specializes in overnight delivery. It operates an impressive network of over 1500 drop boxes (with pickup until Midnight at many locations).


Spee-Dee

Speed-Dee is based in the American Mid-West and prides itself on providing a high level of personal care for each of it's customers. The carrier has a substantial next day footprint and is able to deliver in its service area at lower prices than larger competitors.

TNT Express

TNT Express is based in the Netherlands and ships to 200+ companies. The FedEx subsidiary offers ground and air delivery services. 


Singapore Post

Singapore Post is commonly referred to as SingPost, is based in Singapore and has served as the country’s postal service provider for 160 years. It currently operates in 19 other markets and is recognized as an innovator in the global shipping industry. 
 

CDL Last Mile

Columbus Last Mile is based in New York City and serves the US Northeast to MidAtlantic .  This regional carrier specializes in time sensitive deliveries, boasting a 98% time performance rating. 

 

For a full list of carriers, click here.

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3 Ways To Manage Where's My Order Inquiries in Salesforce

Published on 06 January 2020 by in salesforce ecommerce tracking 

Where is my order? When’s it going to get here? Is my package going to arrive in time for my daughter's birthday?

Does this sound like your customer service center? Chances are this sounds all too familiar! Where is my order (WISMO) calls/chats account for up to 80% of customer service inquiries.

Our Multi-Carrier app standardizes the shipment tracking function for 60+ carrier APIs, allowing your team to answer Where is My Order inquiries without leaving the Salesforce platform! 

Zenkraft can help you track shipments in 2 ways: Customer service reps can simply open any shipment record and click the track Shipment button OR your Salesforce Admin can configure Schedule Tracking for automatic updates. 

We suggest setting up automatic tracking updates so every Service Cloud user has instant access to tracking information.  For more details on how to configure Scheduled Tracking, click here. Once your Salesforce Admin has set up this feature you will need to make an important decision on the future of your customer service strategy. 

Here are 3 Ways to more efficiently answer Where is My Order inquiries:

Increase Call Center Efficiency ☎️

Scenario: Let’s say your organization has invested heavily in a call center, has adequate staffing, little to no concern about request volume, and believes CSRs are consistently providing a satisfactory customer experience. But you would like to further improve customer experience and make your CSRs jobs easier!

Solution: You decide WISMO calls/chats should continue to be handled by your call center. But you want to give your CSRs the tools they need to handle the same volume in less time. Our solution shaves minutes off each Where is My Order inquiry by bringing customer data into a single system.

Managing multiple tabs might not seem like a big deal but in the hectic world of a customer service rep every second counts. CSRs are often managing multiple requests from a customer at once. While bouncing back and forth between the chat, the customer’s account, and possibly an internal knowledge base. Plus they need to resolve each request as quickly as possible. 

Results: In a time-sensitive setting like this, seemingly small changes like eliminating a tab/system for CSRs will help reps become more efficient. In turn, increasing the quality and speed of customer service for your customers. 


Let Chatbots Handle WISMO 🤖

Scenario: Let’s say your organization wants to reduce the budget spent on call centers without sacrificing customer experience. CSRs were swamped with requests last year, now there are less staff, and customer experience begins to suffer. 

Solution: Handoff “Where is my Order” requests to chatbots by configuring an Order Status dialogue in Salesforce. The Salesforce platform allows you to easily plug in Zenkraft Actions to existing Bot implementations and craft your chatbot’s conversation.

You can begin the conversation with a dynamic “Order Status” button. The chatbot can then be configured to ask “ What’s your order number or email address?”. After the customer responds, the bot will retrieve and relay the tracking status of their shipment. This response is configured by pulling pre-defined fields into the text (similar to an email automation tool). Your message will look similar to this “For Order Number {!Order_Number} Your shipment status is {!Shipping_Status}.

Result: WISMO inquiries are redirected to Salesforce’s Einstein chatbots, reducing the burden on human customer service reps.  

Keep Customers in the Logistics Loop 🚚

Scenario: Let’s say your organization has a high volume of non-WISMO calls (troubleshooting, warranty, etc.). CSRs are also fielding WISMO requests, taking time away from more complex issues, and reps are struggling to deliver a high-level experience. 

Solution: Don’t wait for requests to come into your call center. Send tracking updates at important checkpoints during your product’s journey! Our application automatically updates shipment status every hour, allowing you to know your customer's order status at all times. 

But that’s only half the benefit of our solution. It’s not enough for you to know where your customer’s package is, they want access to this information as well. 

So give it to them! 

With our Commerce Cloud cartridge, you can send notifications (email, SMS, WhatsApp, etc.) when orders are: in transit, out for delivery, delayed, and delivered.

Result: Customer Where is my Order requests are preempted by sending branded tracking notifications. Where is my Order inquiry volume is decreased because customers no longer need to ask. They already know! This frees up your CSRs to focus on issues that require human attention.  


Final Word

We don’t need to tell you the power of the Salesforce platform. You’re already a part of the ecosystem and Salesforce clouds are embedded into your business processes. 
But if your brand is engaged in e-commerce you have noticed a feature gap. Salesforce can’t communicate directly with shipping carriers and has no shipment tracking capabilities. 

No big deal, you can’t expect one tool to do everything. 

You’re right...and wrong. 

Service Cloud/Commerce Cloud doesn’t have these features built-in out of the box. But you can upgrade them once they are out of the box. Download our solution from the AppExchange to see what Salesforce can really do! 

Continue reading »

Creating a Total Return Shipments Report for the Current Fiscal Year

Published on 19 December 2019 by in salesforce reports 

 

Are you keeping tabs on the number of return shipments your company is processing on an annual basis? Paying close attention to trends and spikes in returns can help you make informed product and personnel decisions.

Watch the video above or follow these steps to help your organization better understand your reverse logistics operations. 

How to Create a Total Return Shipments Report for the Current Year

Launch Service Cloud

Click on the Reports tab in the navigation bar.

Then click New Report.

Choose Shipments with Case as your report type and click continue.

Add 2 columns: Case: Case Number & Shipment: Shipment Number

Group the report by Shipment Created Date.

Then click on filters.

Select All Shipments, Shipment: Created Date, & Current FY.

Now you are ready to run your report, click Save & Run.

The next screen will allow you to name, describe, and manage report visibility.

Clicking select folder allows you to choose the visibility of your report.

You will be able to toggle a chart in the navigation bar. For the Annual Returns Report, I chose a line graph to identify return trends over time. 

If you'd like to choose a different chart type click the chart properties cog above the chart.If you'd like to choose a different chart type, click the chart properties cog above the chart.

Continue reading »

Creating a Shipments by Carrier Report

Published on 19 December 2019 by in salesforce reports 

 

Does your company ship with multiple carriers? If so, you should keep tabs on the number of shipments per carrier. This can be accomplished in 10 minutes or less by creating a Shipments by Carrier report in Salesforce Service Cloud! 

Not convinced? 

Here are... 

3 reasons you should create a Shipments by Carrier report:

  • Carriers Aren't One Size Fits All - If there's a wide gap between carriers, it might be time to say goodbye to that carrier.
  • Too Much Consistency - If the same carrier is being chosen consistently, make sure your CSRs are properly evaluating carriers on a shipment by shipment basis.
  • Being a Big Customer has its Benefits - Are you using one carrier for the bulk of your shipping? Use this as leverage to negotiate better rates.

Ready to create a Shipments by Carrier report? 

Watch the video above or follow the guide below.

How to create a Shipments by Carrier report:

  • Launch Service Cloud
  • Click on the reports tab in the navigation bar
  • Then click new report
  • Choose shipments with order as your report type.
  • Add 3 columns (Shipment:Shipment Number, Order: Account Name, Order: Order Number)
  • Group the report by carrier
  • Then select any filters you need (you might want to adjust the time period or the shipments you are viewing).
  • Now you are ready to generate your shipping report, click save and run.
  • The next screen will allow you to name, describe, and manage report visibility. Once you're satisfied with your selections, click save.
  • Clicking select folder allows you to choose which folders the report will appear in. An important option to note is the ability to make the report either private or public.

 

  • Last but not least, you can add a chart by clicking Add Chart in the navigation bar. A column chart is a great choice for a Shipments by Carrier report. It makes it easy to identify the carrier who has shipped the largest number of packages.
  • If you'd like to choose a different chart type, click the chart properties cog above the chart.

Continue reading »