Now that online businesses have become widespread, customers expect shipping performance and services to be more efficient. eCommerce businesses continue to thrive. But, one persistent challenge that they frequently encounter is with shipping.
Young customers like the millennials and Generation X form the majority of online shoppers. They are the same groups known to have more influence on online reviews. Capturing this client base directly links to your business delivery policies. Their loyalty and the option to buy from your business are affected by how quickly and efficiently you can deliver to them.
Shipping performance via speed and efficiency play important roles in improving sales and increasing the customer base. Below are the basics to consider to ensure your business makes great gains through its shipping platform and helps you attain your target ROI.
1. Proper Delivery Channels
Offer delivery timelines and ensure to meet them. Evaluate on best options available to make deliveries from international brands like HLOG to local rides. If a place is more remote, research the local delivery mode and utilize it. If you have to connect two or three channels of delivery for efficiency, use it to put the customer at ease.
Shipping performance is key. Aim to eliminate the chance of losing a product or product damage due to delivery delays. Ensure that the delivery agency you use offers quality service and has a proven track record.
Modern ways of delivery are on the rise as well. Consider using drone deliveries if your budget and product allow you to. Look into the contractual terms of each delivery agency and review them regularly. This will ensure you get good service and better bargains.
2. Set Up The Right System
The way you arrange items in the shop should be the same as the way you arrange them on your website. Customers visiting your website want to access what they want easily. You can achieve this by categorizing stocks items by groups. For example, electronics, clothing, kitchenware, and many more.
The site should allow the customer to pick items, drop them in the cart and go to their next preference without going back to the start. Once done and ready to check out, provide an array of payment options. These options should be easily identifiable by the clients and should be locally available.
For example, card options should not just be Visa. Consider Mastercard, American Express, Discover, and others. Check new methods in mobile money transactions and incorporate them into your payment options. The more a customer feels a connection, the more they can shop with you.
3. Give A Tracking System Of The Purchased Product
It provides a sense of security when a client can see a progress report of their purchase. Develop a tracking system that allows for this. Give frequent updates as well. The updates can be email or text messages, depending on how a customer wants notifications. Provide an option of an online chat center in which customers can inquire about delivery times.
4. Provide After Sale Contact
Do not request for service review at the point of payment. Have a platform that allows the customer to express their sentiments. Service reviews are best availed at the end of delivery. It will enable you to address any shortfalls between purchase and delivery.
Questions like, ‘Was the delivery quick?’, ’Did the product arrive in good condition?’, ‘How was the packaging?’ should form part of the review process. Allow the customer to have easy options or convenient platforms to give you feedback. Follow up on each review, whether positive or negative.
5. Set The Right Shipping Terms And Conditions
Put in place a clear and concise delivery and shipping policy. For example, provide free delivery for purchases exceeding a specified amount or within a certain geographical location. Outline other terms and conditions in the policy as well.
For example, contracts with the delivery agency, proper return policies, and proper delivery time to the customer should be stated clearly. These provide transparency and accountability.
6. Packaging As Part Of The Shipping Scheme
When customers purchase products online, their expectations do not differ from the conventional purchase experience. In this regard, adding a personal touch to your packaging and delivery will give a boost to what they expect from you.
You can include a note or a card depending on the season. You can also include a voucher in the packaging with a promise of discounts for future purchases. These little touches can have a huge effect on the client’s overall experience and allow them to re-use your channel.
E-Commerce businesses rely heavily on shipping to deliver to their customers. As such, the customers’ ability to connect with your company is bridged by their experience of the whole shipping process. Keep in mind that the process is not only at the transportation level. Really, it starts from their first visit to your website.
Answers to all their questions should be at the click of the mouse. Do they see a convenient checkout system? Do they see a proper delivery channel? Are the terms stated favorable and transparent? When you deliver on these prerequisites, you’ll see improvements in your shipping performance, and in turn, you’ll see increasing returns.
- Mike Gingerich
- United States