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Jul 30, 2024

10 tools to build the ultimate post-purchase experience

When your customer clicks "buy" for the first time, their journey with your brand is just getting started. The confirmation email lands in their inbox, complete with tracking information, so they can eagerly await their package. If something goes wrong, they’ll reach out to your support team for help. And if they have to return an item, a smooth process ensures that they get their refund quickly and increases the likelihood that they’ll buy from you again.

By fine-tuning your tech stack, you can streamline the entire purchase journey, leaving customers happy and ready to come back for more.

Why your ecommerce tech stack matters

As your brand grows, what used to be simple becomes more challenging to handle. Evaluating a returned product is easy when you only have to do it once a day. But manual processes start to take too long when you have to look at dozens or even hundreds each day.

A tech stack helps solve inefficiencies that manual processes can no longer fix. That way, your brand can focus on satisfying customers rather than being bogged down by tedious steps.

Keeps operations lean

Automated tools make order processing and fulfillment easier to manage, reducing turnaround times that cause delays. For example, inventory management systems automatically update stock levels and send alerts if stock is low. Then, you can quickly put together a purchase order for supplies, topping up what's needed and keeping production on schedule.

With your tech stack running in the background, you can ensure timely deliveries without sweating the small stuff. Your team is now free to focus on more strategic tasks, like planning the customer appreciation promotion that's been on the back burner for months.

Reduces costs

Manual processes lead to human errors — and human errors lead to costly fixes. All it takes is one distraction for a person to make a small mistake that blooms into a large problem. A well-integrated tech stack automates simple, repetitive tasks, helping your brand save money on fixing potential issues.

Increases efficiency

A good ecommerce tech stack should include real-time data and analytics tools, giving you finer details about your processes. These tools offer insights into everything from quality issues to customer feedback. For example, if you notice customers often asking about their order status, you can change your communication frequency to provide more updates. Relying on your tech stack enables your team to stay ahead of any issues before they impact your brand.

Enhances your CX

Your tools keep customers informed at every step of their order journey, from confirmation emails to shipping notifications and delivery updates. Customer service platforms like live chats help you quickly address inquiries and resolve issues, building rapport and trust with your customers.

A hassle-free post-purchase experience turns customers into loyal advocates who return and spread the word about your brand — no matter how their purchase turns out.

10 essential tools for your ecomm tech stack

Each tool in your tech stack plays a vital role, from running your store to managing orders. With so many options to consider, it’s important to find tools that complement and integrate with each other. You can cover every potential gap by selecting technologies that work together without overspending on unneeded features.

These ten tools will help you build a core tech stack that works together. The examples offer a glimpse at potential options, but you should do research to find the one that works best for your needs.

1. Ecommerce platform

Your ecommerce platform is the backbone of your online store, serving as the central hub that connects every piece of your tech stack. It helps your brand manage orders, customer data, and communications in one place.

A reliable platform lays the foundation for your online business to grow. It gives you insights into what customers like, how they shop, and the products and promotions that appeal to them. Your ecommerce platform doesn't just help you sell products; it creates a smooth, satisfying experience even after the purchase is made.

Examples of ecommerce platforms:

2. Marketing

Marketing tools enable your brand to engage with customers, drive sales, and nurture relationships post-purchase. These technologies gather customer data to understand behaviors and deliver personalized experiences across different channels.

Investing in these tools makes your brand more visible, whether you’re creating targeted campaigns or custom messaging for specific segments. These efforts attract new customers by targeting them where they are most receptive to your products—while also encouraging repeat purchases with relevant offers.

By integrating with your entire tech stack, marketing tools can take the disconnected data across your company and turn it into a cohesive customer experience.

Examples of marketing tools:

3. Customer service

Customer service tools help you provide timely support and resolve any questions that come up after a purchase. Platforms like AI chatbots and help desks automatically answer frequently asked questions in a split second. And, when your customer service team no longer has to answer the same basic questions all day, they can instead focus on handling the more complex issues that need a human touch.

Integrating a customer service tool into your tech stack keeps customer data secure and easily accessible. With all the information at their fingertips, your support team can provide personalized interactions and more efficiently solve customer issues.

Examples of customer service tools:

4. Data and analytics

Analytics tools gather information from sales, marketing, and more into a unified dashboard. This consolidated data makes it easier to report on how your brand is performing, enabling you to uncover actionable trends and opportunities.

Once connected to your data sources, real-time analytics provide insights into key metrics like sales trends, inventory levels, or website performance. You’ll be better able to drill down into the specifics of what’s working and what’s not so you can create a strong plan for future growth.

Examples of data and analytics tools:

5. Order and inventory management

Once a customer makes a purchase, you want them to come back and purchase more. But they can only do that if you have inventory to offer.

Order and inventory management tools ensure you always have stock to sell. They connect your warehouses so you can clearly see what's on hand and receive alerts when stock is low. The best tools even automate purchase orders so you can quickly send them to suppliers with just a click.

Connecting your order and inventory management software to other tools helps you accurately predict future demand by analyzing sales trends and customer behaviors. The more data you have in one place, the more accurate the analysis will be, giving you better control over your inventory.

Examples of order and inventory management tools:

6. Order and payment processing

Great payment software makes each transaction as smooth as possible. These tools integrate with payment gateways to support different payment methods. Customers want options during checkout, so your software should support everything, from credit and debit cards to prepaid cards and digital wallets.

This payment flexibility creates a more effortless shopping experience. Moreover, these tools encrypt sensitive customer information to protect against data breaches and fraud.

Efficient checkout processes make it easier for your customers to finish their purchases. They speed up every transaction, keeping customers satisfied and coming back to buy again.

Examples of order and payment processing tools:

7. Fulfillment & shipping

Your 3PL’s performance often means the difference between an on-time order and a delayed one. Tools dedicated to fulfillment and shipping help you keep track of their performance and help 3PLs improve over time.

Fulfillment and shipping tools automate manual steps to create repeatable processes so your 3PL’s warehouse staff can focus on properly packing every order. Simple, consistent steps help fulfillment move faster with fewer errors, ensuring customers receive their orders promptly and correctly.

Analyzing data on processing times, shipping costs, and delivery performance can help you identify and resolve any delays in order fulfillment. This data helps you adjust to meet customer expectations for fast, hassle-free deliveries.

Examples of fulfillment and shipping tools:

8. Warehouse staffing and labor management

Maintaining a smooth customer experience post-purchase depends on how quickly you can deliver an order. And to deliver orders quickly, you need great warehouse workers.

Staffing tools help ensure you have the best when you need them, automating work schedules based on demand forecasts and keeping track of employee performance metrics. By simplifying shift scheduling, these tools keep your warehouse working efficiently, reducing costs from overstaffing and underused resources.

Examples of warehouse staffing and labor management tools:

9. RMA provider

Return Merchandise Authorization (RMA) providers make managing returns and exchanges more efficient for brands of all sizes. These tools allow you to create online portals where customers can initiate returns and track their progress.

RMA providers automate how your brand handles return requests by reducing the need for manual intervention. They automatically generate return labels, update inventory systems, and notify customers and your team of each step in the process.

By simplifying returns, RMA providers enhance a part of the customer experience that is rarely hassle-free. For brands, easier returns accelerate refunds, improve cash flow management, and free up your team to stay focused on growth.

Examples of RMA providers:

10. Returns processing

How you manage returns dictates how quickly products are inspected and returned to stock for resale. Returns processing tools improve each step of the reverse fulfillment process, from the return of the item itself to the issuing of refunds or replacements.

Adding a returns processing solution to your tech stack provides visibility into why customers are sending items back and makes it easier to identify any recurring issues. These insights help you adjust your products or customer service to reduce returns and meet your customers’ needs.

Two Boxes is an advanced returns management platform designed for ecommerce brands. It integrates with RMA providers to help 3PLs prioritize, process, and track returns. Two Boxes simplifies every step after an item arrives in a warehouse, enabling your brand to:

Inspect returned items for restocking
Keep inventory levels updated in real-time
Gather the data needed to improve your operations, customer service, and bottom line

4 tips to build a better tech stack

Not all tech stacks are built the same. Making the choice that will set your brand up for success requires careful consideration. Here are some best practices to keep in mind when investing in technology for your brand:

Use the right tool for the job

Start by identifying your specific needs and requirements. Focus on solutions tailored to your unique workflows and challenges. If your primary concern is order management and fulfillment, prioritize tools specializing in these areas and avoid others — like marketing — until later.

It may be tempting to simply select the biggest and most popular tools, but you may find that those tools aren’t designed for brands like yours. Keep searching until you find the solution that works for your business.

Opt for tools that integrate with others

There isn’t one tool that can do everything you need. And, unless your brand is massive, it’s unlikely you’ll be able to build the ideal in-house solution. You need to be able to combine several tools to be as efficient as possible.

To that end, look for tools that easily integrate, especially with your ecommerce platform. More connections between technologies allow for consistent data flow, which keeps your team productive and reduces the need for error-prone manual data entry.

Choose tools that support every customer channel

Customers interact with brands through various channels, including websites, mobile apps, social media platforms, and marketplaces. Choosing tools that work together across these channels creates a consistent customer experience.

When your tools support multichannel operations, your brand can reach a broader audience and deliver a memorable shopping experience — no matter where your customers engage with you.

Invest in tools that can scale with your brand

As your brand grows and customer demands evolve, your tech stack needs to handle the increased number of transactions and user traffic. When selecting tools that can scale with your brand, look for solutions that offer flexibility and support.

Customizable features allow you to tailor your tools to fit your specific business needs. And even if your favorite tool doesn’t offer exactly what you need, a good support team will help you overcome any obstacle.

By prioritizing these factors, your tech stack will be set up to adapt to any future market changes.

Two Boxes simplifies the returns experience for brands and customers

Two Boxes optimizes the returns process and digitizes your SOPs so your brand can scale reliably. By digitizing SOPs, Two Boxes transforms paper documents into easy-to-follow checklists. Having a straightforward workflow allows any employee to easily — and accurately — assess returned items.

Two Boxes integrates directly with RMA providers to consolidate all of your data into one platform. This makes all essential information easier to parse and use for informed business decisions.

The platform even tells you exactly when returns are expected to arrive so you can schedule your team to be ready. This approach speeds up the returns process, minimizing the time customers wait for refunds. With more efficient returns, your brand can improve profitability and boost customer satisfaction.