Hardware specialist, Window Ware, has recorded its best month for online sales since launching its new website this year.

More than 50% of Window Ware’s customer base now actively places orders through the website, often alongside phone and email orders, and manage their accounts online, compared to 33% five years ago. The figure marks a substantial climb since its launch and has been the foundation for a second record month running.

Sarah Binns, customer operations and marketing director at Window Ware, said:

“We built the new site to give customers more control over how they order from us and improve their experience with us. Seeing our website hit a new high shows 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.

But Sarah 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.

“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, and that’s fine by us,” she said.

Sarah adds that 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,” Sarah added. “We want to grow online without losing that human intelligence and accessible phone support our customers value.”