As the market becomes increasingly flooded with brands all vying for consumers’ attention, it’s getting harder to cut through the noise and impact your audience. As a result, many retailers have turned their attention to up-selling and retaining customers, rather than creating new ones.
To do this successfully, brands need to refine every step of their post-sales journey. As experts, we’ve highlighted tips for retailers to create a smooth and informed delivery process. This will leave customers feeling confident to come back, again and again.
Set clear delivery expectations
Gone are the days when “Your parcel will be delivered in 2-5 working days” is acceptable practice. Providing specific delivery details is now an expectation. Some retailers go as far as to provide information about the driver, their vehicle and the hour that they will arrive. Therefore, the more information you can provide to your customer, the better.
Have a back-up plan
parcelLab has found that 8% of deliveries do not go to plan. Common issues include logistical delays or the customer not being available to receive the delivery. Preparing for this eventuality can defuse the situation. So, using the order confirmation or dispatch notice, retailers should ask the customer what their second preference for delivery is. This will ensure a convenient outcome if issues arise. parcelLab can also provide event-triggered communication to allow retailers to automatically inform customers about delays.
Provide tracking information
It’s stressful for a customer to be in the dark about the status of their delivery. As a result, parcelLab recommend using an Order Status page. This is a customised landing page that provides instant, real-time details about their order. These pages generate high volumes of traffic and engagement. Therefore, many retailers use them as an opportunity to up-sell by adding related products and a link back to their site. You can see more examples here.
Communicate a clear returns policy
According to invesp, approximately 30% of deliveries are returned each year. If your returns process is complicated, lengthy or unclear, that’s the last thing your customers will remember about you, so they may decide not to shop with you again. To combat this, be clear about your returns process and set expectations from the start.
For best practice, go one step further and provide tracking information during returns. parcelLab’s service provides customers with a returns activation notification when their return tracking has been redeemed and a returns success notification when the return package has been delivered to the warehouse. This keeps customers informed and will reduce the amount of customer support enquiries you receive.
Ask for feedback
parcelLab recommends that retailers should give customers the opportunity to provide their feedback. For the best experience, this can be done via a simple rating tool. The data received through these organic testimonials can be used to calculate an NPS (Net Promoter Score). This is an easy way to gain, store and analyse feedback, giving retailers valuable insights into their performance.
Putting these tips into action will give your customers the best possible experience. parcelLab can work with you to create customised and effective touch points with your customers. To find out more, watch our latest webinar