Our expert Angus in the video: The three biggest problems for online retailers during the Corona crisis

Our expert Angus in the video: The three biggest problems for online retailers during the Corona crisis
Thu, 07/05/2020

Global trade is changing. Many retailers need to adapt quickly to rapidly increasing numbers of their online orders to ensure they are processed safely and securely. Our UK Partnership Manager Angus explains the three biggest issues facing online retailers during the Corona crisis and how they can be solved.

The three biggest problems during the Corona crisis

The three biggest problems are:

  1. Indirect short-term decline in revenue
  2. Increase in customer service requests
  3. Pausing digital growth projects

Watch the video for more information on this and learn how online retailers can solve these problems.

We're here to help online retailers in these uncertain times. Find out how parcelLab can support your business here and contact us.

More insights from the video

We are currently living through a time of uncertainty in retail and also in our lives. For online retailers, this means they are in a very uncertain and fast-moving phase. Making plans for the future is now almost impossible. But can online retail weather this storm? The experiences of the more than 450 brands that we currently count among our clients show us that there are three critical problems for all these online retailers that need to be solved as quickly as possible:

The first problem


The first problem that most retailers are currently experiencing is an immediate short-term drop in revenue. Customers are no longer able to shop. Many of them have found that their behaviour has changed almost overnight and people have become very cautious about their disposable income in this state. Therefore, it is important to continue to drive sales despite the uncertainty of the customers. This starts by explaining simply but clearly to your customers that your shop is open to them. Possibly by contacting your current customer base or using your social networks. Many customers who would have gone to your shop will need to be redirected to your online shop instead. But in either case, your message needs to be clear: We want to keep you as a customer and our shop is still open for you!

The second problem

The second problem that retailers experience is a huge increase in shipping-related customer service requests - at a time when it is very difficult to manage this flood of phone calls and emails. It is essential to be proactive when this happens. Customers need clear, personal and reliable communication. This means that during the shipping process, any delivery delays or other problems must be communicated immediately. If something has gone wrong with the order, you should approach the customer quickly and proactively before it becomes a problem and they contact customer service. Even if the shipment goes smoothly, the customer needs to be informed about the status of their shipment at all times. If you put the customer at the centre of this communication, you will massively reduce shipping-related enquiries in customer service.

The third problem

Many retailers are now freezing or completely shelving projects designed to drive digital growth. The paradox is that by pausing these very important projects, the transition to sustainable online revenues is slowed down, which will also hurt the business in the long run. Therefore, despite today's uncertainty, it is important to continue investing in growth and digital infrastructure. With the right partner, such projects are also promising in the long run. One thing is clear, however: retailers need to give their partners the benefit of the doubt and continue to invest during today's uncertainty in order to secure growth in the weeks and months to come.

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