“Technology has a fundamental impact on our business today. Before, you had time and the ability to manage (workload). But today, it’s about seconds,” says Graeme Lazarus from Ram Couriers.
Not having the correct address could be detrimental to the delivery process. However, businesses rely on customers to give accurate information. Courier companies are urging e-commerce businesses to capture all the correct information before dispatching a courier.
Diederick Stopforth from Skynet Worldwide Express says technology plays a “massive role” in customer satisfaction. “The driver training is important, and then the planning, before the trip happens.”
Stopforth agrees that having the wrong address or incomplete information can delay delivery by hours and cost the business. “About 40% of the contact numbers are still a landline number.” He reminds couriers to have a mobile number on their website to make it easier for customers to connect with drivers.
Lazarus says the “fundamental challenge” in the sector is a lack of knowledge from store owners on how to communicate with customers effectively.
He admits that the problem lies not only with businesses but also with couriers. “The problem you have with some couriers is that they cut corners to try and save money. Subcontractors are not trained in the same manner that your employees are. That is the biggest failure that happens to customers out there,” says Lazarus.
Focusing on customer care
“Figure out your infrastructure, your network, the nuance of the driving experience, and the paperwork. What’s important today is that the couriers are being rated for the service on delivery to help our customers (e-commerce businesses) get better,” says Lazarus.
A recent report by Retail Economics called “Battling Basket Abandonment” found shoppers want at least five delivery options from retailers. In comparison, only a third of companies can provide an average of three options.
The report also suggests that free delivery is not essential. The survey found that 74% of the participants would be willing to shop with a retailer that offers a wide range of delivery options, even if it’s not free.
Locate2u’s CEO, Steve Orenstein, believes options are vital: “Sometimes customers will want that order quickly, to prepare themselves to spend the money, particularly when it’s an expensive item. But other times, they may not necessarily need it straight away. That can be delivered slower. So give them a range of different options.”
Creating better trust with customers
Building consumer trust is essential for the success of your online store or business. One of the critical factors in establishing trust is actively seeking and valuing customer feedback.
Prioritizing customer support is vital in the e-commerce business. Offering multiple channels for customer support, such as phone, email, and live chat, can be a deal breaker. However, quick response times and accessible support during business hours are needed.