Did you know that delivery issues are the most cited reason for never using an e-commerce store again? In today's ever increasing online marketplace, with 61% of the UK population currently shopping online, getting deliveries right can be the difference between a company that thrives and a company that struggles. Don't let delivery problems damage your business.
The rise in popularity of social media has made delivery issues more problematic. Now within seconds complaints can be publicised far and wide, weakening your relationship to present and future customers. Even worse, these complaints can go viral, turning into PR nightmares.
To illustrate the importance of e-commerce deliveries, let us turn our attention to Yodel, a UK company that has handled deliveries for Currys, Amazon, Boots and more. After numerous delivery mishaps, customers stormed Twitter to loudly detail the problems they had experienced. In a poll by moneysavingexpert.com, Yodel was listed as the "worst parcel delivery firm" and 58% of the 9,000 respondents rated them negatively. As Yodel discovered, a damaged reputation can be difficult to repair.
So how can you best avoid delivery-related customer dissatisfaction? First, never underestimate the power of setting realistic expectations. If the delivery could take five days, let the customer know at the beginning of the purchasing process. Furthermore, give customers plenty of options so that they can choose what suits their needs. Proactive communication is another important factor, for example, provide parcel tracking notifications so that recipients know what is going on with their order at every stage in the process. Finally, excellent phone and email customer support can help you resolve any issues quickly.
Nomad Travel is an excellent example of a business that is getting delivery right. If you have a look at their frequently asked questions page [http://www.nomadtravel.co.uk/pg/40/faq], you will see they are managing expectations, offering a range of options, proactively communicating and providing customer service contact details in case something goes wrong. It is unsurprising that they have received excellent online reviews.
To find out how we can help you effectively manage your e-commerce deliveries, visit us here.