“Shipping is truly the last frontier for commerce, and retailers who master the use of technology to optimize the process are giving themselves the best chance to not only survive but thrive in these trying times.” (Temando CEO, Carl Hartmann).
We definitely agree with his statement as shipping is really a critical component in meeting customer expectations, and most importantly the real customer expectations are also from the time of purchase to delivery. So, in this article, we will tackle the real expectations of the consumers with regard to their E-Commerce deliveries.
1. Good support from the retailer
Though shipping problems can often be blamed on couriers, retailers need to take ownership of these issues, as customers will ultimately hold them responsible. It’s not just enough to just palm customers off onto couriers.
2. Good communication when problems with parcel deliveries occur
Every retailer will experience delivery issues now and then. The key is to communicate with customers and keep them up to date.
3. Proactive communication (text or email updates)
SMS notifications can be great for this. For example, some couriers will update customers on expected delivery slots, or provide the option to make necessary changes.
4. Clear, accurate tracking online
This can save a lot of wasted time and frustration for customers. Many couriers will tell you that an order is out for delivery but tracking options that give details like expected delivery times are much more useful. Having an online dashboard to be able to track all orders in one place, for better management and streamline your parcel delivery.
5. Quick, Reliable Delivery
These are couriers that customers can trust to get something from point A to point B without worry. More so, our customers would like to get their shipments to their destination in a way that is fast and secure. From the bulkiest cargo items to the most fragile packages, a courier service must know how to take great care of the shipments.
6. Convenience
Choose a courier that offers complimentary parcel pick up from your business regardless of the quantity sent per month. Find business courier companies that allow you to easily book the service online and can easily track the journey of each parcel and adequate support every time.
Conclusion
Understanding today’s online shopper and evolving to meet their new demands is critical for retailer success. By focusing on these key areas, retailers have the opportunity to help shape the future of retail while simultaneously increasing customer satisfaction and sales.
