Coronavirus - what should retailers do now for their customers?
parcelLab
Published on: Apr 20, 2020Updated: Aug 18, 2022
There is no other topic at the moment - understandably so. The extent of the coronavirus is almost impossible to predict. Both everyday life and the economy have been affected by the pandemic and will continue to feel after-effects in the future. Even the online trade will not be spared. However, retailers should not panic or go into shock. The task now is to act and make it as easy as possible for customers to access often vital goods. And if that no longer works? Then customers should be informed of this at an early stage.
Coronavirus Impact on Online Retail
.According to a survey by bevh, 89% of companies are already feeling the effects of the coronavirus. Among these, current (existing) delivery delays (59.8%), delays in assortment planning due to travel restrictions/trade show cancellations (55.1%), and announced (future) delivery delays or cancellations (55.1%) are the biggest impacts of the virus.
Some retailers already inform their customers in the online store that there may be delays in delivery. Shipping service providers are also taking action: for example, DPD is already moving to contactless delivery and closing some parcel stores. The long-term impact on e-commerce can only be guessed at and depends on a variety of circumstances. Many brick-and-mortar stores have already closed. Therefore, the only option left for many people is to order goods online. But what if logistics processes no longer function as smoothly as they do at the moment? Then this can also have negative consequences for online retail. In the short term, online retail will benefit from the virus. After all, many people now want to get their hands on important products quickly and easily. Mail-order pharmacies are currently more in demand than ever. Online food retailers and stores for sports equipment are also booming as a result of the current situation. However, this also means that it is now even more important, but also more difficult, to inform customers about the status of their delivery.
Customers need to be informed in times of corona virus
.Understandably, customers are concerned about whether their package will reach them on time, or at all. Retailers, however, are usually just as perplexed as the customers themselves. Now, however, it is important that customers are accurately and reliably informed about any delivery delays or difficulties. How can this work? A short message that can be integrated into the shipping message keeps customers informed about possible current and future delivery delays. It also ensures that customer service staff are relieved and the phone doesn't run hot.
Online merchants who need help and don't know exactly how, when and with which information they want to provide their customers can always contact us! We are happy to help!
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