This post first featured in the Modern Retail Guide to Fulfilment November 2019. To read the full ebook click here, or scroll to the end of the page to view on page-turning software.
Delivery is one of the most important parts of a customer’s purchase, shaping their overall experience and leaving a lasting impression. While successful delivery is vital in the fulfilment of ecommerce orders, effective communication can grow brand reputation, consumer trust and save resources.
Amazon are known and trusted for their hassle-free service, with 60% of people having bought from the platform in the last three months. Consumers have grown accustomed to their communication and delivery updates, but there is no reason independent retailers aren’t able to replicate this, and even offer a more personalised service, creating loyal customers.
Understand shoppers’ preferences
The first step to creating fantastic communication is understanding the platforms your customers use. Consider email updates, text messages, WhatsApp messages or even phone calls, depending on your objectives and users’ preferences.
Communicating next steps
An enormous 74% of shoppers feel more confident ordering online when they are able to track their product’s journey. Tell your customers where their package is throughout its journey, not only creating excitement, but letting them know when to expect deliveries.
This process can also flag potential errors, for example, incorrect addresses. By including the delivery address in communications and providing a customer service contact number, customers have the opportunity to change this before it is sent. 20% of all failed deliveries are due to inaccurate delivery addresses, costing retailers money and disappointing customers.
Reduce customer service enquiries
As well as building brand loyalty and trust, communication throughout the shipping process can also reduce the demand on your customer service team. ‘Where is my order?’ enquiries make up 30% of overall customer support contact, creating an opportunity for communication and automated updates to reduce the amount of customer service calls, and in turn, improve efficiency and reduce associated costs.
Secure future business
Customers’ delivery experience plays a large role in turning one-off customers into returning business. With 77% of negative online reviews being about post-purchase services such as items not arriving on time, failed deliveries or a lack of tracking updates, this can easily damage reputation. Contrastingly, 96% of shoppers say a positive delivery experience would encourage them to purchase from a retailer in the future.
Simply put, communication is key in the delivery process, with 90% of people agreeing that receiving information about the delivery of a purchase is important. Creating a more seamless experience works to retain and impress customers, with communication throughout various delivery stages working to keep retailers ahead of their competition.
Read the full Modern Retail Guide to Fulfilment November 2019 below.