What Customers Want from an Online Courier Delivery
The growth of eCommerce has resulted in the necessity to increase consumer confidence in the online retail industry. Online courier deliveries have been one of the most strenuous issues that retailers face. Late or failed deliveries result in dissatisfied customers and lower customer retention rates. However, it is important to remember that these issues encompass more than a failed delivery – the quality of customer service offered in the delivery process plays a large role in your relationship with your client. We need to understand what clients want from their delivery in order to know how to make a lasting impression.
Clear and accurate online tracking. This can save both you and your client’s time as no moment is wasted on trying to find out where the shipment is. If the status and location of the shipment is clear, there is less pressure on the retailer and it can relieve any anxiety a client might have as they can track their package at their own convenience.
Informative and proactive communication. At FlagShip, we know the importance of a secure and timely delivery. That is why we keep our clients updated every step of the way – from the moment the package is picked up, to when it is in transit, and until the ultimate delivery, our clients receive an e-mail to update them.
Be available and helpful when problems (inevitably) occur. Even the best online retailers will experience delivery issues. The key here is to be available to communicate with your client – don’t make them work too hard to find out about their delivery!
Greater levels of support from the retailer. The delivery process, along with any issues that may arise, should not be left dependent on the communication between the client and the courier services company. You do not want your client to feel like they have to chase up their order. If any issues are not resolved, the client will hold the retailer accountable, not the courier.
Customer service is one of the most important components in the delivery process. While delivery issues inevitably occur, offering the best possible customer service when problems arise is under the retailer’s control. In the event that an error occurs, you can still make it possible for the customer’s experience to end on a positive note.