Coronavirus - what should traders 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. But traders should not panic or go into shock. Now is the time 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 about it early on.
Effects of the coronavirus on online trade
According to a survey by bevh, 89% of companies are already feeling the effects of the coronavirus. Here, current (existing) delivery delays (59.8%), delays in assortment planning due to travel restrictions/trade fair cancellations (55.1%) and announced (future) delivery delays or cancellations (55.1%) are the biggest effects of the virus.
Some retailers already inform their customers in the online shop 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 shops. The long-term impact on e-commerce can only be guessed at and depends on different circumstances. Many stationary shops have already closed. Therefore, for many people there is only the option of ordering goods online. But what if the logistics processes no longer function as smoothly as they do at the moment? Then this can also have negative consequences for online trade. In the short term, online trade benefits from the virus. Many people now want to get important products quickly and easily. Mail-order pharmacies are currently more in demand than ever. Online food retailers or shops for sports equipment are also booming due to 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 must be informed in times of the corona virus
Understandably, customers are worried about whether their package will reach them on time or at all. Traders, however, are usually 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 dispatch message keeps customers informed about possible current and future delivery delays. It also ensures that customer service staff are relieved and the phone does not run hot.
Online retailers 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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