Standard Operating Procedures (SOPs) can enhance the customer experience in e-commerce in three key ways: 1. SOPs allow companies to map out the entire customer journey and address each touchpoint to deliver a seamless experience. This includes processes for discovery, purchase, delivery, returns and more. 2. Integrating SOPs into IT systems digitizes business processes and allows different parts of the organization to efficiently carry out their roles and responsibilities. This automation streamlines operational information handling. 3. Well-defined SOPs ensure consistency between physical and digital touchpoints. They keep all operational activities on track to provide uniformity in the customer's experience, whether interacting with systems

1. 1
How SOPs can Enhance Customer
Experience in eCommerce?
Business Process Expert

2. 2Index
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04
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Introduction
Customer Journey Mapping in SOPs
IT-System Integration of SOPs
Synchronization between Physical and Digital Touch points
Summary
Business Process Expert

3. 3
Competition across eCommerce space is growing not only in
developed countries but also in INDIA
Customer experience is a deciding and differentiating factor in any
eCommerce business strategy.
Standard Operating Procedures (SOPs) are considered to be one
of the best eCommerce practices.
1. Introduction
Index
Business Process Expert

4. 42. Customer Journey Mapping in SOPs
Customer
Discovering your
website
Navigating
through website
Customer buying
the Products
Delivery of the
products
Return request
and refund
 The Customer journey Touch Point needs to be carefully address in the SOPs
 The marketing policies and strategies should be align with better customer experience and incorporated in
operational SOPs
 This helps at delivering better customer experience and better eCommerce business flow
Business Process Expert
Index

5. 53. IT-System Integration of SOPs
Integration of SOPs in
IT-systems will help in
the digitization of
business process
This will facilitate all
the processes and
process owners to
carry out their
respective SOPs or
the duties and
responsibilities
The flow of
operational
information
requirements for
different processes
gets automated
Business Process Expert
Index
Index

6. 6
4. Synchronization between Physical and Digital Touch
points
Consistency and Uniformity in the
customer’s journey at both Physical and
Digital Touch points
Planned and well-defined SOPs will
ensure that all the operational activities
are on expected routes
Even if business IT systems are
processing the information pertaining to
orders, returns, payments, inventory,
etc., SOP will help to achieve the above
characteristics
Business Process Expert
Index

7. 75. Summary
Customer expects consistency, transparency across all touch points
SOPs reduces the mismatch between what is promised and delivered to
the customer
All the business partners like IT- systems and customer service executive
from customer care to delivery support are on the same line because of
SOPs
SOPs can make sure that customer has smooth experience and it helps
in gaining customer trust
Credibility or trust-building capacity can be developed when a
company is process-driven by the means of SOP
Business Process Expert
Index

8. 8
Thank You
For further details and fulfilling your SOPs needs, please visit us at
 https://www.businessprocessxperts.com/how-sops-can-enhance-customer-experience-in-
ecommerce/
 https://www.yourretailcoach.in/
 https://www.businessprocessxperts.com/