Holiday shopping finished? What happens next?

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Survey by Multichannel Merchant reveals top challenges of the “behind the scenes” team that make sure holiday orders arrive on time

Holiday is the busiest time of year for the behind the scenes operations and fulfillment teams at most ecommerce and catalog companies. This critical team of professionals answers product questions on social media, by email and over the phone. They make sure orders are not only accepted, but paid for and processed successfully. They also make sure dream gifts are found in inventory, processed, picked, packaged, shipped and delivered to a location of choice—exactly when and where specified.

This critical process can mean the difference between a repeat customer for a company versus a customer who asks for a refund.

In October, Multichannel Merchant and Operations Summit surveyed these operations professionals to understand their top challenges as they head into the holiday rush and prepare for 2014. Their answers are below.

1.    Cutting costs 29.5%
2.    Integrating new technologies 24%
3.    Incorporating social media into the contact venter 21.2%
4.    Selecting the right technologies 21.2%
5.    Sustainability 18.5%

Respondents to the survey included ecommerce and catalog DTC companies like Land’s End, Disney Store, Calvin Klein, Carter’s, Lowes, Staples, New Pig, Uline, and Henry Schein. Respondents had titles like Operations Director, Contact Center Director, Warehouse Director and more.

About Multichannel Merchant
Multichannel Merchant ( covers ecommerce and catalog companies that sell merchandise direct-to-customers. It produces original research, events like the Operations Summit (, executive summaries, technology and supplier roundups and tip sheets for ecommerce, marketers, management and operations at these companies.

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Hannamari Williams
since: 02/2012
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