Do It Your Way – Online Ordering Or In Person
Window Ware has recorded its best month for online sales since launching its new website this year. More than 50% of customer base now actively place orders online.
The traditional routes of phone calls and email to place orders is still popular but that fifty-fifty split has evolved over five years when online account management stood at 33%.
The figure marks a substantial climb since the website’s launch and has been the foundation for a second record month running.
Hitting the mark
Sarah Binns, Window Ware’s customer operations and marketing director, said: “We built the new site to give customers more control over how they order from us and improve their experience. Seeing our website hit a new high show that it’s hitting the mark for customers.”
The website was built to make life easier for fenestration businesses and give customers true pricing, live stock intel, backorder functionality, smart stock alerts and total order visibility. It also allows customers to manage payments and invoices online.
Customer service
However, Binns is quick to stress that the rise in web orders isn't about steering customers away from picking up the phone or emailing an order over.
She said: “Customers who want speed and automation can use the website, while those needing advice or interaction with our expert team can speak to real staff. That’s fine by us. Whatever works for the customer works for us.
“Window Ware has built its reputation on customer service throughout, answering the phone within three rings and keeping real people, not chatbots, on the other end of every call and email.
“There's been a shift across the industry since Covid where some suppliers moved to automated chat, making it hard to reach real people,” Binns added. “We want to grow online without losing that human intelligence and accessible phone support our customers value. opposite. We're proud to say we're Hi, not AI.”
Picture: Window Ware has posted record online sales thanks to its new website.
Improving the online ordering experience has seen a hardware supplier move from 33% website orders five years ago to 50% month on month recently.
More To Read
Businesses Looking Up, Not Out
Are You Still Using PDFs For Digital Product Information?
Payroll Complexity Is Costing £Thousands
The Family Business Pledge
