Want to boost your business? Don’t underestimate the impact of delivery! In this article, we tell you all about e-commerce delivery. Speed, quality and transparency, discover THE guide to winning over your customers and building long-term loyalty with controlled delivery.
E-commerce delivery is a key factor in building customer loyalty. And with good reason: 98% of consumers are willing to buy from an online store again if they have a positive delivery experience. Conversely, 35% of customers are likely to change e-shop if they have anegative experience. These figures alone demonstrate the crucial importance of controlled e-commerce delivery in building customer loyalty.
And while poor e-commerce delivery management can have an impact on your customers, it can also be a disincentive to purchase for your prospects. In fact, a recent study by IFOP (Institut Français d’Opinion Publique) revealed that 28% of e-consumers dissatisfied with delivery talked about it around them, notably through reviews. Poorly controlled delivery can therefore also be a danger for the acquisition of new customers.
That’s why, as an e-merchant, it’s vital to understand the importance of offering a successful delivery experience to help grow your online business. Calling on an e-commerce logistics professional can therefore be a major lever in ensuring optimal management of your delivery operations. As e-commerce delivery plays a key role in customer satisfaction and experience, we’ve put together THE guide to the fundamentals of e-commerce delivery.
Offer your customers fast e-commerce delivery
Today, speed of delivery is an essential criterion for online consumers. According to a study carried out by MetaPack, 63% of online shoppers consider speed of delivery to be a determining factor when shopping online. Too long a delivery time can lead to a loss of confidence and encourage customers to turn to your competitors. To ensure customer satisfaction and loyalty, it’s vital to offer competitive delivery times. Here are a few tips to optimize the speed of your shipments:
Reduce your e-commerce shipping times
To offer a fast delivery service, you need to start by reducing your shipping times. Optimizing your order management and preparation processes will save you precious time and increase customer satisfaction.
- Centralize omnichannel orders in real time
While it’s essential to adopt an omnichannel approach, retrieving orders one by one from each sales channel takes an inordinate amount of time, which has a direct impact on your productivity, and therefore your parcel dispatch speed. This is why OMS omnichannel systems, such as those offered by Shippingbo, retrieve orders in real time and transmit them immediately to the warehouse, while updating inventory in real time for efficient tracking. Do you have several warehouses? OMS Shippingbo enables you to simplify your multi-warehouse management in the same way. Your orders are centralized in real time , and the time-consuming tasks of order management are eliminated. Now you can concentrate on preparing your parcels!
- Optimize your order preparation e-commerce
Optimizing your order preparation is essential to guarantee the efficiency of your delivery service to your customers. By improving this process, you can speed up shipping and ensure smoother processing of every order.
A solution like Shippingbo can help you optimize order picking. The Shippingbo WMS supports various picking processes, such as :
- PDA picking,
- burst sorting,
- Pick and Print,
- fixed and mobile apiaries,
- BtoB/pallet orders,
- event-driven commands,
- etc.
The Shippingbo solution supports you throughout the entire shipping process, with our TMS allowing you toautomate carrier allocation and theprinting of multi-carrier labels from a single interface, in the right format, without human intervention. By taking advantage of Shippingbo’s solutions, you can optimize order preparation and offer your customers the fastest possible e-commerce delivery service.
- Manage your business peaks efficiently
To ensure efficient order processing during peaks in activity, plan for additional resources in terms of personnel and order processing tools, so that you can adapt quickly to an increase in demand.
Optimize your e-commerce delivery times
Once you’ve optimized your order management and shipping, you’ll need to choose a carrier that can offer you fast service. To increase your chances of meeting your delivery deadlines, choose a carrier that meets the following criteria:
- a fast delivery service (D+1 or D+2) to offer your customers a faster, more satisfying delivery experience.
- A cut-off and late-day collection (after 3pm) will enable you to collect parcels as late as possible in the day. This means you can process same-day orders and dispatch them quickly.
- a service that delivers on Saturdays and Sundays: for orders placed on weekends (Thursday/Friday), using a carrier that delivers on weekends optimizes delivery times by saving up to 2 days.
To help you work with THE right carrier, Shippingbo offers you these 50 carrier and freight forwarder integrations. You can optimize your delivery with solutions such as Amazon Shipping.
In short, fast e-commerce delivery is crucial to satisfying and retaining your customers, but it’s not everything! To offer your customers an optimal online shopping experience and enhance your company’s reputation, you need to ensure the quality of your delivery service.
Ensuring the quality of your delivery service e-commerce
The success of your online business also depends on the quality of your delivery service. To ensure you offer the best possible delivery service, you need to :
Pack with care
Careful packaging is essential to protect your products during shipment and to reinforce your brand image. A well-packaged parcel shows your customers that you value the quality of your products and their satisfaction.
Some products require special packaging and delivery. Discover our dedicated articles on each one: high-tech logistics, food logistics, home and decoration logistics…
Offer free e-commerce delivery
Free delivery is a criterion of choice for many online consumers. According to IFOP (Institut Français d’Opinion Publique), 36% of shoppers give up on finalizing their order if delivery isn’t free. Offering free shipping can therefore encourage your customers to finalize their purchases and return to your site.
Offer a varied choice of deliveries
More than ever, your customers want to choose the delivery solution best suited to their budget, availability, etc. It is therefore essential to give them a choice of delivery methods:
- standard, the average delivery time is between 3 and 5 working days.
- express, the order arrives at its destination on D+1 or D+2, or even the same day if the purchase was made before midday.
- relay points, which are generally less costly and offer more flexible opening hours for customers. This solution is increasingly popular: 37% of French people prefer this option to home delivery, according to a study by ITinSell.
- click and collect, if you have a boutique or physical store, is an excellent solution for offering your customers free delivery.
By offering your customers a choice, you enable them to select the option that suits them best, and this flexibility helps improve their online shopping experience and satisfaction.
Communicate with your customers
Transparency and communication with customers are key to gaining their trust and ensuring their loyalty. According to the Fédération du e-commerce et de la vente à distance (FEVAD), nearly 80% of e-consumers want to follow the delivery process of their order. To meet these expectations, it is essential to :
Inform customers by SMS or e-mail
Sending notifications by SMS or e-mail containing the tracking link enables your customers toobtain information on the status of their order and track the progress of their parcel in real time. The use of automated tools, such as Shippingbo’sOMS solution, facilitates and automates this information sharing, and also helps to improve your customers’ post-purchase experience.
Evaluate the quality of parcel tracking
Having a tool capable of evaluating parcel tracking is crucial to controlling your e-commerce delivery costs and increasing customer satisfaction. By quickly identifying and resolving any problems related to the routing of goods, you can guarantee an optimal delivery experience for your customers.
Offer an efficient e-commerce delivery service with Shippingbo
In short, e-commerce delivery is a key element in your success. The quality of this service has a direct impact on your customers’ experience and loyalty. To ensure you offer the best possible delivery service, it’s essential to :
- offer your customers fast e-commerce delivery by reducing your shipping and delivery times
- offer a quality delivery service to your customers
- be transparent with them throughout the order life cycle, from preparation to delivery
Keep in mind that 98% of consumers are ready to renew their e-boutique purchases if they have had a positive delivery experience. On the other hand,35% are inclined not to renew their purchase in the event of anegative experience.
At Shippingbo, we understand how important e-commerce delivery is to your business. That’s why we do our utmost to provide you with the right tools to ensure optimal management of your e-commerce delivery operations.
Now you’re better equipped to make the right choices when it comes to delivery services, and to offer your customers an ever more satisfying online shopping experience!
Do you dream of offering your customers the perfect delivery experience? This webinar is for you! You’ll discover how to accelerate your growth through fast, reliable delivery:
