E-commerce in times of coronavirus

E-commerce in times of coronavirus
Published on: Apr 30, 2020
Updated: Aug 18, 2022

Ordering on the Internet is now more in demand than ever. Speculation about supply bottlenecks, increased delivery volumes & Co. is mounting. We have analyzed our internal data and discovered some interesting insights.

Parcel volumes in e-commerce are on the rise

Right now is the time for online retailers to push their business further and profit from the current situation. Already some industries, such as multimedia and electronics, are currently seeing significant increases in parcel volumes. In the last two weeks, for example, there has been a 28 percent increase in parcel volumes at online stores for electronics and multimedia. What could be the reason for this? Many companies are now letting their employees work from home. Since their own four walls are usually not yet office-ready, a lot of equipment has to be ordered to create a comfortable working environment. But the electronics industry is not the only "winner" in the current situation. Online stores for sports equipment, DIY products, furniture retailers and toys are also seeing a rapid increase in their orders right now. Since brick-and-mortar stores have had to close and many people now have a lot of free time on their hands, people are increasingly ordering online at the moment.


Faster delivery despite Corona crisis


Who thinks that now with delivery delays lasting days and further difficulties must be expected, is mistaken (at the moment in any case still). An evaluation of internal data has shown that logistics service providers are currently delivering packages even faster than usual. While the average delivery time was 2.1 days before, it has been 1.7 days in the last two weeks - despite increased order volumes. How can this be? There are a few reasons that could cause this result. The very fact that many people are now even at home during the day means that parcels can be delivered more quickly and reliably. Some logistics providers also do not require the customer's signature, which can save additional time. If customers have the option of choosing a secure drop-off location, they are now increasingly doing so. However, if you look even further outside the box, you can also see that the roads are currently less busy and logistics providers can now get from A to B more quickly.


How can online retailers help their customers?

The whole situation is absolutely unpredictable. In no way can it be ruled out that there will be no delivery delays or failures in the future. At this point in time, no one knows exactly when that will be. However, good preparation is never amiss. What can retailers do if this happens and how can they accompany their customer through this difficult time?

Proactive communication is key


As soon as online retailers notice difficulties in the delivery of their packages, they should inform customers reliably and personally. Proactive shipping messages are now the best solution. Customers are currently feeling more uncertain than ever and are worried that their package will not reach them on time or at all. Especially with essential products, this can be fatal. That's why retailers must now stand by their customers and keep them informed about the status of their order at all times. An outstanding customer experience is now more important than ever.

We can help you provide your customers with important information in a timely manner, even during the corona crisis. We would be happy to discuss this in more detail in person. We look forward to your inquiry.

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