8 ways retailers can optimize their delivery services
In order to optimize delivery services for every member of the delivery chain, there are a large number of things to consider. The delivery of a package can often be as important as the transaction itself, if a consumer feels the delivery is costing too much time or the price is too costly, they will often leave the checkout page before completing their transaction. So what are the main points retailers should consider in order to optimize their delivery service?
Evaluate Delivery Cut Off Times
Online sales usually peak between 8pm and 9pm, with Sundays and Mondays being the most popular days for shopping. Often, retailers offer their customers next-day delivery on orders placed before 5pm. Re-evaluating these next-day delivery times can help increase sales, taking into account the soar of sales made online in the evening time. In order to fulfil these delivery needs, you may need to offer same-day delivery to customers if an online order team cannot process the order after 5pm for the following day.
Inform Consumers and Carriers of Expected Busy Periods
If you have forecasted a busy period, such as Christmas and Black Friday, inform your consumers of expected delays. Work with a logistics partner to manage peak delivery times, making as much effort as you can to forewarn couriers and customers of expected delays. Use a logistic provider to overcome these issues, make a plan with them to ensure as many packages are delivered on time as possible.
Offer Decent Return Services
Where possible, offer return services that support online sales. Doing so will increase sales if consumers are hesitant about making a purchase. Ensure you market your return services clearly on your e-commerce site so customers are aware of your good return services. Explore options to promote this return services over social media and email marketing and watch as sales slowly begin to increase.
Safe Packaging and Good Couriers
It may seem obvious to many retailers, but packages are often returned for faults and breakages during the delivery. Many consumers will not repurchase an item if it has previously arrived damaged. Consumers will often direct the damage to the quality of the item rather than the unsteady delivery. Ensure your package is boxed or wrapped safely before allowing the carriers to take it. If you outsource your delivery, consider choosing a smaller delivery company or a crowd-sourcing delivery company. A smaller company can ensure packages are taken care of during the last-mile of the process. Good couriers and decent packaging supports first time delivery success!
Offer Weekend Delivery
Weekend services may be the key to success and could lead to increased purchases. For many shoppers, the weekend is the most accessible time to receive a delivery. People often do not commit to the purchase when ‘3-5 working days’ are mentioned on a retail site. Explore as many delivery options as possible in order to support the needs of busy customers.
Offer Real-Time Tracking
New technology may seem to be very expensive and difficult to implement, however, in the long term high class technology will drive efficiencies and actually reduce costs associated with the last-mile of the delivery. Search for delivery providers who offer this technology and can integrate with your e-commerce or epos system. Offering your customers real-time tracking will easily put you a step above the rest and it will make for a consumer experience that is unique.
Balance Customer Service with Delivery Costs
Cost remains the most important element of online purchasing for customers of a consumer’s e-commerce experience. However, consumers will only value the quality of your service after they have experienced a bad delivery experience. Ensure delivery costs and times stay consistent to ensure customer satisfaction. Consumers generally do not mind paying for an extremely good delivery service. Offer a timely, reliable and affordable delivery service to increase sales.
Have a Unique Delivery Selling Point.
Offer consumers something unique during the delivery process. As logistic providers enter the delivery market, identify a unique selling point. This may mean a number of different things. You can offer great technology, great returns and delivery direct to the customer same day, there are so many ways to ensure you are #1 in the marketplace. Take advantage of the advancement of logistic services and offer consumers something new, exciting and innovative and watch online sales soar. There’s a reason why retail giants become giants… it’s usually innovation!