Corona crisis: More commitment and more reliability in delivery
Opinions differ: is online retail now a winner or loser in the Corona crisis. Parcel volumes in the electronics & multimedia sector have increased by 28 percent in recent weeks. But what about logistics? Can it withstand the current situation?
When the parcel carrier does not have to ring twice
It's obvious: many are working from home right now due to the current situation. So when the parcel carrier rings, they can usually receive their order in person or at least one other resident of the house can do this for them. If you also want to, you can define a suitable drop-off location for your parcel. This minimizes personal contact with the parcel carrier and means that the delivery service provider does not have to make a second delivery attempt. An analysis of our internal data shows this very clearly: the number of failed delivery attempts fell by 56 percent during the Corona crisis. Parcels can therefore be delivered more reliably right now, and in most cases there is no need to make a second delivery attempt.
Customers want to know right now where their package is and when it will arrive.
Right now it is even more important that customers are reliably informed about the status of their order. Will their package arrive on time? Are there any delivery problems? This is exactly the time when shipping emails and tracking links are opened and clicked more frequently. An analysis of our data showed that 62 percent of customers open at least one or more emails per shipment. Before Corona, on the other hand, the figure was 57 percent.
Clicking on tracking links also changed during Corona. Whereas 24.9 percent previously clicked on at least one or more tracking links per mailing, that figure is now 26.3 percent. The click-through rate has also increased. So you can see that it is all the more important for customers right now to know where their package is and when it will reach them.
A seamless customer experience is all the more important now.
Right now, customers want to rely on the retailer to keep them reliably and proactively informed about the whereabouts of their order. And that's important, too! In these uncertain times, online stores must make sure that they offer their customers the best possible Customer Experience. How does that work? By proactive and personalized shipping messages in the branding of your own online store. This way, no customer contact points are lost to third parties, such as DHL, Hermes & Co. and the customer knows exactly which shipping message belongs to which store at all times thanks to the individual branding.
Would you like to offer your customers an excellent customer experience even during the Corona crisis? Then contact us. We look forward to introducing you to our solution.
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