Online delivery scandal - how to improve it?

Picture adopted from The Independent

Everyone knows Christmas is usually the most chaotic season for online delivery. However, this should not be an excuse to the deteriorating service level as seen this Christmas.  According to The Independent, ‘hundreds of thousands of people were left frustrated by disastrous service’. During December, at least 225,000 parcels failed to arrive on time EVERY DAY.

‘Did your Christmas gift orders arrive when retailers said they would?’ [E-consultancy, 2012]

E-retailers should be alerted, since this can create a significant impact on your company’s image. The E-consultancy survey stated that 59% of consumers would not shop with a retailer again if they failed to deliver on time. So this leaves us the question – how should we manage our delivery service?

Clarity and Accuracy

Obviously, this is the key to perfect delivery. If you cannot do it right, consider outsourcing quality fulfilment services such as 3P Logistics, which boosts its 99.6% success delivery rate. Room for improvement? Integrate online tracking system so consumers know what is happening. Some companies even offer SMS notifications to consumers for a more tailored approach.

Great Communication

Of course there will always be a chance of having delivery problems. The key is to communicate with consumers efficiently. This can be achieved by a dedicated customer service team. If you do not have the time, consider outsourcing to 3PL.

Support from retailers

Do understand that consumers will blame you when delivery problems happen even if it is the couriers’ fault. Be-proactive when following up the problems – contact your customers before they contact you, and of course, before they make a complaint.

Make things easier

Other than the obvious get the accurate address, consider giving consumers an option to select a place for courier to leave the parcel.

Delivery options by Naked Wines, picture adopted from E-consultancy

At the end of the day, it is all about making sure that your delivery information is 100% achievable and accurate. Also make sure that after sale service is available at a high standard to complete the shopping experience. If error happens, be proactive and inform your customer as soon as possible.