The Importance of Efficient Last Mile Delivery for Customer Experience
Ecommerce has moved to the forefront of consumers’ minds in a big way over the last 18 months.
According to Shopify, close to 150 million people shopped online for the first time during the COVID-19 pandemic. In fact, ten years’ worth of eCommerce growth happened over just 90 days at the height of the pandemic. This makes optimised last mile delivery more crucial now than ever before.
Competition has significantly increased for online retailers as companies large and small ventured online to survive. Those with an established eCommerce infrastructure appeared to have the upper hand. However, as the pandemic endured, consumers became demanding of their online providers, wanting more flexible and faster delivery.
The great news is that getting ahead of your competition is easier than it seems. In this article, we look at five ways you can improve your last mile delivery and, therefore, your customer service.
Gain Traction During the Ecommerce Boom
The COVID-19 pandemic prompted unprecedented eCommerce growth. Between lockdowns and business restrictions, retailers had no choice but to innovate.
The Future of Ecommerce Report 2021 by Shopify shows that 84% of consumers shopped online during the pandemic, and eCommerce accounted for 16.4% of total global retail sales. In addition, predictions estimate faster eCommerce growth in 2021 than the US experienced over the last five years for certain regions.
Drop2Go provides seamless integration between couriers and your eCommerce website, for example Magento, Shopify, WooCommerce and various other B2C platforms. Provide customers with choice on cost versus speed of delivery, using automated rating and analytics to recommend the best courier for the delivery.
A 2021 study by Statista foresees South African eCommerce sales increasing by as much as 10% from 2020 to 2024.
Consumers suddenly have more choices than imaginable. They now have the luxury of selecting a brand for the experience and not only the product. People have started buying things online that they rarely would have before. Groceries, toiletries, and home essentials are now a click away, and consumers want them delivered fast and efficiently.
1 – Keep Consumers Happy
Consumers worldwide are drawn to fast and free shipping. BRINGG proves this by finding that 57% of American customers’ brand loyalty depends on the availability of same-day delivery.
While same-day delivery, when possible, is incredibly costly, consumers get put off by high shipping costs. Keeping consumers happy and protecting your bottom line is a delicate balance. A balance we believe we have mastered.
2 – Manage Costs and Affordability
The first aspect of delivery that your customer sees is the cost of shipping at checkout. However, a large portion of your total delivery cost often comes from the last mile process.
Passing this cost onto the customer can be risky. The higher the cost of shipping, the greater the consumer’s delivery expectations.
Drop2Go gives you several delivery options based on time and costs. In addition, we have integrated spend tracking in our app to compare the spend and service levels of any drivers. This helps to keep prices low, giving you happy customers and looking out for your bottom line.
3 – Provide Visibility
Many consumers experience a high level of stress when awaiting their goods. This is understandable as they have spent their hard-earned money and want to see the result. In addition, a consumer feels more comfortable and trusts a brand more when they can easily track their package.
In days gone by, giving your customer a tracking code would satisfy them. However, this is not enough in the eCommerce age as consumers are becoming more accustomed to real-time tracking.
Drop2Go’s app allows you and your customer to know where a package is at all times. Our real-time driver tracking, and automated live customer notifications put everyone at ease.
4 – Be Known for Your Efficiency
Today’s consumer expects deliveries to go off without a hitch. They do not want to deal with lost packages or failed drop-off attempts. An inefficient last mile delivery process can put more pressure on your business in many ways:
- Unnecessary time spent fielding complaints from customers
- Extra costs incurred by failed delivery attempts
- Delayed delivery due to poor route planning
On top of these pressures, inefficient last mile delivery decreases customer retention.
Drop2Go uses the latest technology to make sure that delivery gets done right the first time. Our route optimisation ensures that drivers get your product there quickly. This last mile delivery software ensures that the addresses that you submit are valid to avoid failed delivery. It also provides real-time confirmation of successful delivery through electronic PODs to know the live status.
Improve Your Last Mile Delivery Service Today
ECN found in 2017 that 37% of online shoppers will not make repeat purchases from a store where they experienced a weak delivery. Proving that the quality of your service delivery can make or break ongoing relationships with your consumers.
Your last mile delivery is the only actual interaction between you and the customer as an eCommerce retailer. With ever-growing competition in the eCommerce realm, you cannot afford for it to be anything but superb. Our innovative Drop2Go app, along with our experienced team, will give you the best possible chance to be just that.
As eCommerce continues to grow, give yourself the last mile delivery advantage with Drop2Go.